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Industry Research : Increasing Demand for Innovative Contact Center Solutions for Customer Service
CoreMatrix, a cloud computing consulting company, announces it is experiencing an increase in demand from customers for innovative contact center solutions that incorporate Social and other interactive capabilities.
Organizations recognize that their customers have more choices than ever in virtually every product and service category, can access a wealth of product information and reviews online and through social networks, and expect to interact with a company whenever and however it is convenient for them. This new era of customer control leaves organizations needing to provide stellar customer service in order to compete in the market and to gain and keep customers.
"We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors," said Co-founder of CoreMatrix, Paul Nix.
Nix pointed out that organizations now must provide multi-channel customer service, including Social, chat, knowledge forums, and customer self-service, along with traditional phone and email service options. In addition, all customer history data across all channels must be integrated and available instantly to customer service agents, who also require social tools to collaborate with each other on customer service issues.
Analysts and Researchers Note Market Growth
According to a recent report from Global Industry Analysts, the need for efficient customer service will spur growth in the global contact center market to $337.8 billion worldwide by 2018.
Cloud-based customer service solutions, delivered on a software-as-a-service (SaaS) model, are a significant part of that growth. According to Gartner, by 2013, at least 75% of customer service centers will use some form of SaaS application as part of the contact center solution. CoreMatrix, a Salesforce.com Gold Alliance Partner, has successfully implemented more than 1,400 solutions in the cloud.
"Today's advanced cloud-based solutions allow organizations to deliver innovative service and support to customers--when and how customers want it," Nix said. "In particular, companies that embrace Social to add value to customer interactions will increase customer satisfaction and retention rates. They will be tomorrow's industry leaders."
Posted by Veronica Silva Cusi, news correspondent
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