As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.
Consider the Following:
- 26% of an agent’s time is spent searching for information across disparate systems and multiple screens during each customer contact, costing businesses at least $5.3K in annual unnecessary spend per agent. (Aberdeen)
- 37% of surveyed businesses cite disconnected agent desktop processes as a key obstacle within their contact center efforts. (Aberdeen)
- The majority of low first call resolution rates (60%) are the direct result of agents’ inability to quickly access customer and systems data. (TeleTech Holdings)
- 1 out of every 3 failed sales opportunities could have been saved had the seller been more informed as they made the attempt. (Solutions for Sales)
- 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. (American Express)
- Virtual agent satisfaction rates hover around 55%, mainly because the content provided is not in line with customer demand. (Forrester)
Conclusion? Much like a realtor would stress location, location, location – SaaS users should consider the added benefit and value of integrations, integrations, integrations.
“The value of software-as-a-service (SaaS) integrations should come back to the enterprise 10 to 20 times over”
-David S Linthicum, SVP at Cloud Technology Partners
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