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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.

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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 - Printing Telephone & Fax Numbers

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

Published: Wednesday, May 22, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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