Deloitte Digital announced its "2021 Global Contact Center Survey," revealing the ways in which contact centers evolved over the last year and how they can become revenue generators and experience hubs. According to the survey, companies leading in customer service coming out of the pandemic are accelerating digital transformation, adopting new models for work and the workplace and reimagining their mix of service channels. Additionally, the survey found that customer experience remains the most important strategic focus for service leaders, a focus that is only expected to increase over the next two years.
The biennial survey was conducted from November 2020 to February 2021, gaining insights from global call center executives across a variety of industries and sectors. In Deloitte Digital's new report, "From cost center to experience hub: Tapping the potential of customer service to help drive business growth," key survey findings are shared along with five aligning trends:
Embracing unprecedented change through the cloud: Disruptions brought on by the pandemic led to many contact center leaders to up-level their digital transformation, with cloud technology at the center. At the end of 2020, only 32% of surveyed organizations were running contact center technologies in cloud; now, 75% expect to make the move within the next two years. More leaders now recognize that cloud is not simply a "nice to have," it is an imperative for doing business in a time when customers, competitors, markets and technologies can change in the blink of an eye.
Using AI to foster human connections at machine speed: AI stands to revolutionize contact center operations and customer experiences, which is why 79% of contact center leaders plan to invest in greater AI capabilities in the next two years. To complement and expand what's possible with AI, 2 in 3 have planned investments in process automation such as robotic process automation, customer resource management workflow optimization and "next best action."
Making work from home, work: Before the pandemic, only 6% of customer service agents, on average, worked from home. Today, 77% of service organizations are either adopting or accelerating their work-from-home programs and 80% of companies now plan to close their physical customer service centers entirely. To keep up, many contact center leaders are increasing investments to support employee and management needs, such as collaboration and teaming tools, remote training resources, dual monitors for agents and cloud-based telephony.
"Right-Channeling" or optimizing channels to connect customer journeys: While 11% of organizations can now transition customers across channels and experiences seamlessly, optimizing every possible experience on every channel isn't just difficult, it isn't really feasible for most businesses. Thirty-six percent of leaders say that despite the ongoing proliferation of service "front doors," customers have stuck with the same, familiar channels — primarily phone, the most expensive channel of all — to reach them. That's why many have turned to "right-channeling" to meet customers where they are in the moment and usher them each to the most appropriate channel to answer their needs.
Keeping it personal to serve business growth: Experience-focused leaders are shifting their orientations from an emphasis on reducing costs toward the goal of generating business and customer value. In fact, the percentage of service leaders whose top priority is increasing revenues will double in the next two years, while the percentage whose top priority is cost reduction will drop by 32%.
"Businesses understand the importance of customer experience to build trust and loyalty, but those that want to be leaders need to take the lessons learned during 2020 and invest in solutions for changing consumer needs. This starts with looking at your customer service capabilities and doubling down on digital transformation, new technologies and reimagined workplaces," said Andy Haas, managing director, Deloitte Consulting LLP, and Service Transformation leader at Deloitte Digital. "Importantly, we've learned that contact centers have become vital to customer experience in ways that we hadn't seen before and will play a critical role in a strong service strategy."
"Contact centers that are focused on elevating customer experiences need the adaptability new technologies, like cloud and AI, provide in order to meet the shifting expectations of customers and to respond to changes in the competitive, regulatory and cultural environments," said Tim McDougal, managing director, Deloitte Consulting LLP, and Contact Center offering leader at Deloitte Digital. "Our research found that those leading in the industry are already on this path and that others need to ensure they're doing the same, or risk losing customers."
This is the fifth publication of Deloitte's "Global Contact Center Survey," which has been published biennially since 2013. Deloitte surveyed global customer contact center executives between November 2020 and February 2021 regarding the current state of their businesses and what they perceive their business will be doing in the next two years. Respondents represent industries including consumer and industrial products; energy and resources; federal and public sector; financial services; life sciences and health care; services; travel and hospitality; and technology, media and telecommunications. Their contact centers serve varying customer bases touching both B2C and B2B as well as internal customers such as IT or HR help desks.
Posted by Veronica Silva Cusi, news correspondent
Deloitte Consulting's Customer Operations and Contact Center Transformation practice provides advisory services on all aspects of Customer Interaction and Contact Center strategy, operations, organization, process, and enabling technology topics with a focus on executable insights and shareholder value.
Published: Monday, August 9, 2021
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
|2.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
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|3.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
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Call Lists for Agents
Different Levels of Administration
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|15.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
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