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Industry Research : U.S. Enterprises Turn to Contact Center-as-a-Service Providers to Meet New Consumer Expectations

#contactcenterworld, @isg_news

Enterprises in the U.S. are looking to contact center-as-a-service providers to improve customer experiences, build brand loyalty and increase retention, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for the U.S. sees companies seeking a seamless and efficient omnichannel service model, infused with the latest technology, to engage with customers, as more and more turn to digital channels for shopping, communication and purchases during the COVID-19 pandemic.

"During the pandemic, companies have been challenged to deliver the best customer experience with more personalization," said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. "Many enterprises have realized that turning to as-a-service offerings is one of the few routes open to them to be able to address their customers’ expectations, while managing costs and handling remote workforces."

Contact Center-as-a-Service (CCaaS) solutions deliver several benefits, the report says. They are easy to deploy and integrate with other applications and systems, and they offer high scalability and pricing flexibility. In addition, CCaaS solutions support multiple channels of communication, including voice, chat, email, social media, video and messaging apps, and they come with built-in AI, analytics and workforce management capabilities.

With all these functionalities in one solution, CCaaS is highly suitable for enterprises that want to deliver a high-quality customer experience with advanced technologies and the ability to integrate seamlessly with existing systems, the report says. It also makes remote working easier than legacy stack solutions with private network connectivity.

CCaaS providers have embraced several technological advancements to change the way customer service is delivered, the report adds. Cloud contact center solutions offer analytics and single-screen management functionalities, even when agents are working from home, enabling them to deliver highly personalized services that help increase customer satisfaction.

With the range of benefits that cloud contact centers bring to enterprises, more companies are moving to cloud platforms and are taking full advantage of the available technology stack, including AI and machine learning for redefining personalization, the report says.

These solutions also come with a suite of workforce management capabilities that provide supervisors with real-time insights about team performance. Features and tools include automated coaching, sentiment scoring, analytics for performance improvement, and gamifi­cation that provides performance comparisons and customized avatars to keep agents motivated and focused, even in remote settings.

The report also notes that the contact center industry in the U.S. has turned its attention toward the transition to remote and hybrid working models, typically cloud-based, with enhanced security requirements. The move toward remote or hybrid working has many providers rethinking their geographic or facility expansion strategies. A mix of brick-and-mortar and remote working models is expected to emerge as a new de-facto standard operating practice.

At the same time, CCaaS providers and customers have concerns over connectivity, background noise and security issues for remote agents. Providers have made significant investments to address these challenges.

The 2021 ISG Provider Lens™ Contact Center as a Service – CX Report for the U.S. evaluates the capabilities of 20 providers in one quadrant: Contact Center as a Service.

#contactcenterworld, @isg_news

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


About ISG-One:
Company LogoISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning
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Today's Tip of the Day - What Do You Need?

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

Published: Monday, December 20, 2021

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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