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Industry Research : Contact Centers: Adopt Digital Customer Experience Capabilities for Huge Success, or Else...

#contactcenterworld, @everestgroup

Contact centers and service providers that can smoothly transition to a next-generation operating model and adopt digital capabilities will witness huge success in the market, while others will face the risk of falling off the radar, according to Everest Group.

The customer experience management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve customer experience (CX). While traditional contact centers primarily rely on voice-based delivery as well as manually intensive tasks to deliver services, an increasing number of investments are being made in building next-generation contact centers to meet growing customer expectations.

Next-generation contact centers can be characterized by integrated data, multi-channel interactions, and the leverage of digital tools such as virtual assistants, robotic process automation (RPA), robotic desktop automation (RDA), and advanced analytics. They also go beyond offering innovation around technology to include other elements such as consulting, design thinking, talent upskilling, and evolving delivery models such as Work-At-Home-Agents (WAHA) to align with the enterprise needs.

Although traditional models of contact center outsourcing constitute 92-94% of the market as of 2018, this segment is expected to grow at only 2-4% over the next few years, whereas the digital CXM segment (6-8%) is expected to grow at a high compound annual growth rate of 20-25% over the same period. By 2021 the digital CXM segment will command a 10-15% share of the overall CXM services market.

These findings and more are discussed in Everest Group’s recently published report, "Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services." The report offers an in-depth discussion of the changing dynamics of the CXM market, including insights on evolving customer needs and the components of a next-generation operating model, emerging solution trends in CXM services, CCO market overview and adoption trends, and the outlook for 2019-2020.

"Everest Group believes next-generation contact centers are more than a trend: they are the only viable way forward," said Shirley Hung, vice president at Everest Group. "Enterprises need a growing base of loyal customers, and the way to build that base today is to provide a customer experience that is personalized, seamless, requires less customer effort and offers strong security. Traditional contact centers simply are not well equipped to deliver on this mandate. Next-gen contact centers, in contrast, leverage data, technology and talent to deliver the kind of seamless, omnichannel interactions that can meet evolving customer needs, contribute to business objectives, and keep companies alive and thriving."

Key findings:

- The global CCO market grew at 3-4% in 2018 to reach US$83-86 billion, driven by the growing interest among new buyers for outsourcing and emerging growth avenues for service providers around consulting and digital CX solutions.

- Some industries, such as technology and travel & hospitality, witnessed high growth, driven by increased outsourcing by digital-born firms.

- Next-generation contact centers, while in high demand, continue to be only a fraction of the traditional Contact Center Outsourcing (CCO) market, which is still driven by scale, location footprint, and voice-based delivery.
Digital CXM, which is currently at 6-8% of the CCO market, is expected to grow at a CAGR of 20-25% over the next three years. The adoption of digital CXM components is on the lower side, leaving providers with huge untapped market opportunities.

- Real value for enterprises lies in transitioning from multi-channel to consistent and seamless omnichannel CX delivery, including being available for customers at their channel of choice – both voice and non-voice.

- Heavy investments across the entire spectrum of next-generation technology solutions have led to an increase in the impact that service providers can deliver with these deployments.

- Next-generation recruitment techniques and advanced learning methods are increasingly being used to build skilled talent pools that can enhance operational delivery.

- Delivery from onshore locations is rising as buyers shift their focus towards enhancing services support. Even alternate delivery models, such as the gig economy, are growing as they provide access to skilled talent at lower operational costs.

#contactcenterworld, @everestgroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Everest Group:
Company LogoEverest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Friday, October 25, 2019

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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