Why Cloud-Only Contact Center Services Don't Measure-Up

Posted by Raj Sharma on Aug 19, 2015 9:59:00 AM

Cloud-only contact center services will have a tough time meeting the needs of today’s Enterprise businesses.

Why?

Because a cloud-only service cannot meet the security and compliance requirements of enterprise customers.

While the cloud is real, the role of on-premise is not disappearing. Sensitive customer data, call recordings, and financial material must remain behind a company's firewall.  A cloud-only call center play can only go so far.

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Topics: VTAG, cloud call center, cloud computing

Why has customer satisfaction fallen four years in a row for call centers?

Posted by Rachel Brink on May 29, 2015 8:21:30 AM

The rise of the Internet and expansion of communication channels have given today’s consumers far greater power to explore alternative product/service options, putting customer experience at the forefront of purchasing decisions. In fact by 2020, customer experience is expected to overtake price and product as a brand’s competitive differentiator. And according to Dimension Data’s 2015 Global Contact Centre Benchmarking report, which surveyed 901 contact centers across 72 countries, 75% of contact centers recognize service as a competitive differentiator (up 18% over the past two years), and 57% say they can relate improving customer experience levels to revenue and profit growth. But despite the growing effort towards improving customer service to better meet rising consumer expectations, customer satisfaction levels have decreased for the fourth year in a row—which begs the question, where are businesses missing the mark when it comes to their service delivery?

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Topics: customer service, cloud based contact center, cloud call center, customer satisfaction, customer experience, cloud computing

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

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Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

Where IoT, Fog Computing, and Contact Centers Come Together

Posted by Guillaume Seynhaeve on Oct 9, 2014 9:53:00 AM

Where does the Internet of Things, fog computing, and contact centers come together?  Read the latest interview with 3CLogic's CEO, Raj Sharma, as he explains how the evolution in IoT is changing the contact center space, as printed in Fog Computing World by Carl Ford (Making Contact with the Internet of Things Community - 10/8/2014)

When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us.  The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service.  What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.

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Topics: VTAG, call center, multichannel contact center, grid computing, contact center, cloud call center, scalability, reliability, edge computing, fog computing, IoT, Internet of Things, cloud contact center

Big Data and your Contact Center

Posted by Guillaume Seynhaeve on Sep 19, 2014 8:54:00 AM

The contact center space is not what it once was.  Previously based on a single communication channel (the telephone), it has since evolved into a far more complex and multichannel enterprise responsible for managing the majority (if not all) of a business’ customer relationships.   No small feat by any definition. However, with the growing advancements in technology and the increasing number of potential customer touch points, the ability to gain greater insight into what makes each consumer tick has never been more within reach.  And yet, with the exponential amount of client data – Big data to be specific – traveling through today’s contact centers, comes the exponentially difficult task of wrapping your hands around it all and putting it to good use.   After all, with 90% of the world’s data created in the last two years (KPMG) the potential is huge but so is the undertaking. 

While many companies have discovered ways to collect and even organize their big data, turning it into actionable intelligence has proven to be quiet the challenge. According to a recent study conducted by both Salesforce and Forrester, 76% of companies express a lack of real-time analytics and unified reporting as one of the key hurdles facing customer service managers.  And yet most consider such access to actionable data a key stepping stone to delivering any form of world-class customer service in the future.  Among those few businesses able to manage their data (perhaps only in part), 74% fail to gain access to the results for up to four weeks!

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Topics: call center, contact center, cloud call center, big data, edge computing

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