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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.


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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

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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