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Industry Research : Only 30% of Midsized Call Centers are Confident in Ability to Meet Customer Needs

#contactcenterworld, @Genesys

It's imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 64% of midsized call centers surveyed recognize the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Yet, the report also reveals less than 30% of those surveyed expressed confidence in their ability to meet current and future needs.

The report, Midsized Call Centers Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019, was sponsored by Genesys, a global provider in omnichannel customer experience and contact center solutions. It explores what customer experience means to midsized organizations in terms of business impact, priorities and technological maturity. The report also highlights technologies, such as cloud, artificial intelligence (AI) and messaging apps, that small- and medium-sized businesses should consider to improve customer and employee engagement so they can compete with larger enterprises.

More than 40% of survey respondents believe anticipating and catering to consumer needs are by far the most important capabilities in providing good customer experiences. In North America, 80% of midsized call centers surveyed indicate the ongoing digital disruptions across industries will significantly impact them. As a result, midsized call centers are accelerating investments in digital channels and emerging technologies.

Some of the key report findings include:

- 60% of North American and European midsize call centers see near-term momentum in cloud and everything-as-a-service, somewhat higher than the 53% global response.

- 83% of North American respondents cite the immediate impact of big data analytics, compared to 61% globally.

- 46% globally believe AI, including machine learning and personal digital assistants, will have a real, immediate impact on their business.

- 64% of global respondents expect to apply AI to engagement channels, slightly more than the 62% response from North American midsized call centers.

- 61% of North American respondents versus 52% globally plan to support messaging apps and virtual assistants over the next two years.

"It's no surprise that the majority of organizations are looking to cloud, AI and big data to deliver the kind of experiences consumers expect today," said Olivier Jouve, executive vice president of PureCloud at Genesys. "For smaller organizations, a cloud-based, omnichannel contact center is the best way to deliver predictive and personalized service across every channel."

Jouve continued, "With our proven migration path to the cloud, Genesys has made it easy and fast for midsized businesses to propel their customer experience forward by accessing new technologies that enable them to produce the results that count the most, like increased revenue, sales and customer satisfaction."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.commer-needs-300847049.html


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, May 22, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
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!

2.) 
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.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
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.

5.) 
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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