Three Red Flags Your Contact Center is Falling Behind and How to Get Back on Track

Posted by Louise Gutenberg on Feb 7, 2024 11:06:16 AM

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Case in point, PWC highlights that a staggering 32% of customers would walk away after just one bad interaction, underscoring the significance of meeting your customers' needs on the first try every time. Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. The question is — where do you begin? 

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Topics: cloud security, scalability, cloud contact center, best practices, AI, automation

Pure cloud contact center technology—fad or the future?

Posted by Rachel Brink on Jul 1, 2016 9:51:47 AM

Over the past several years, cloud technology has rapidly emerged as an undeniable force in the contact center space as businesses continue to demand greater versatility, enhanced business continuity, and omni-channel customer engagement. In fact, according to CCIQ’s “Executive Report on Contact Center Technology”, 13.9% of today’s contact centers reside entirely on cloud or hosted architecture, compared to just 10.3% 12 months ago. But despite continued growth, some are beginning to wonder whether a complete migration to cloud is realistic, as many businesses continue to rely on their tried-and-true on-premise systems for security and reliability. Is pure cloud just a fad, or will it be the future infrastructure for contact centers?

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Topics: cloud contact center, cloud, contact center technology, hyrbird cloud

13 Advantages of Deploying Your Contact Center in the Cloud

Posted by Rachel Brink on Nov 6, 2015 8:51:45 AM

Praised for its superior scalability, reliability, and cost savings, cloud is quickly taking shape in the contact center industry, with more than 50% of businesses actively investing in cloud contact center solutions, and 76% planning to do so within the next eighteen months (Call Center IQ survey, “Cloud Contact Center Technology: Not ‘If’ But ‘How’”). And as businesses continue utilizing cloud contact center solutions, more data highlighting its merits has unfolded, further supporting the ongoing migration.

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Topics: call center, contact center, cloud call center, cloud contact center

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

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