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Industry Research : Contact Centers in Germany Still Far From Channel Unification
The unified management of communication channels (phone, email, chat, social media,) in a single platform is a reality for only 47% of contact centers in Germany, although a further 17% have plans to unify communications in the future, according to a report to be released by STRATECO and Altitude Software during the CCW 2013 trade show in Berlin.
The "Perspectives 2015: Status Quo and Trends in the Contact Center Market" report was developed by STRATECO, an independent consulting firm. The report is based on telephone interviews completed in January with decision-makers in more than 100 contact centers all over Germany. It provides a picture of the industry and an analysis of current trends and developments concerning technology, communication channels and business processes in contact centers.
Among some of the most surprising findings in the report are:
-Despite all the hype, social media accounts only for 2% of all interactions in the contact center. The phone still rules supreme with 71%, followed by email (14%) and Fax (11%).
-Cloud solutions are in use in 15% of contact centers, although 75% consider cloud computing a mature technology. Privacy compliance, infrastructure and connectivity issues are named as causes for the slow pace of adoption.
"This report provides customer operation decision makers in Europe with valuable quantitative information about actual market status, business trends and operational challenges" states Miguel Lopes, Executive Vice President at Altitude Software. "Report data also provides facts for a business case for agile software solutions that improve the customer experience, increase productivity and keep costs down"
According to the government agency "Germany Trade & Invest", the contact center sector is the fifth largest industry sector in Germany, and the largest contact center market in the Eurozone, with 14 billion Euros in revenues.
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Published: Tuesday, February 26, 2013