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Industry Research : Survey: Contact Centers Rapidly Abandoning On-Premises Technologies

#contactcenterworld, @EvolveIP

Evolve IP announced the results of its annual North American Contact Center Survey, providing key insights into the contact center market landscape. The starkest findings of the survey indicate that a period of rapid adoption and evaluation of cloud contact center solutions is underway:

31% of contact center respondents have already moved their service to the cloud – an increase of 6.5 points in the last year.

89% of on-premises contact centers plan to evaluate a cloud service; of those, nearly seven in 10 (68%) will do so in the next 18 months.

Additional findings note that software-driven technology needs such as omnichannel, and CRM integration are top investment priorities in 2019. Additionally, an overwhelming majority (92%) desire a unified contact center, where both the PBX and Contact Center technology are from a single technology provider, versus a PBX overlay where 2 separate technology providers are involved.

Contact centers are undergoing rapid change driven by technological and demographic transformations. With dramatic shifts in preferred customer contact channels such as chat, email, and text, organizations have been forced to adopt new solutions to maintain excellent customer experiences. Meanwhile, business leaders now recognize that the contact center is a primary point of brand differentiation and are demanding greater levels of insight gathered at the point of customer interaction. Accordingly, the top three features contact center leaders desire are: omnichannel capabilities (40%), business intelligence (31.5%) and speech analytics (26%).

According to the survey's respondents, their biggest concerns are insufficient reporting and analytics with just over 6 in 10 rating it from "challenging to extremely challenging." The second biggest struggle is finding ways to reduce costs where 20% found it to be "very to extremely challenging" and another 37% found it "challenging." Enabling remote agents was the third biggest concern with 18.5% noting it to be "very to extremely challenging" and 14% noting it as "challenging."

Additional Survey Highlights

What's hot: Compliance. 70% of contact centers faced compliance issues with HIPAA (36%), PCI (34%) and SOX (21%) as the top requirements.

What's not: Chatbots. Despite all of the buzz in the market around chatbots just 12% of contact centers plan to invest in the technology in 2019.

Top Investments in 2019 are CRM integrations (33%), Omnichannel (26%), and Business Intelligence / Reporting (25%).

Downtime often results in lost revenue and brand loyalty erosion. However, the survey found that failures are frequent with six in 10 contact centers reporting downtime in the last 12 months.

Total Cost of Ownership is a much bigger issue for on-premises contact centers with three times as many respondents noting the concern compared to cloud solutions.

The blind, web-based survey was conducted by Evolve IP in the fall of 2018 and featured 163 respondents in North America who are directly involved in managing the operations of their organization's call or contact center.

#contactcenterworld, @EvolveIP

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Evolve IP:
Company LogoEvolve IP is a leading cloud-based technology provider that offers businesses a better way to buy and manage their applications, infrastructure, and security solutions. We help organizations outsource technologies that are not within the budget, skills, or focus of their IT resources. Evolve IP customers upgrade their legacy environment without capital expense, accomplish more with enhanced features, increase stability and control with an award winning portal and reduce their carbon footprint, which allows them to focus on their core business and reduce costs.
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Today's Tip of the Day - Quality Of Service

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

Published: Tuesday, February 5, 2019

Printer Friendly Version Printer friendly version

2023 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.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
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)

6.) 
eGain Corporation

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

7.) 
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.

8.) 
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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