In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through multiple communication channels (multichannel for short), someone invents the term omnichannel and we all have to get our heads around what this means. My research into the contact center in the cloud shows that companies now support on average nearly five communication channels, and although the traditional channels are still the most common, as the chart shows, there are signs that new channels such as chat (used by 37%), social media (29%), text messaging (22%) and video (5%) are on the increase.
Topics: Call Center, Cloud Computing, Collaboration, Contact Center, CRM, Customer & Contact Center, Customer Service, Echopass, Enghouse interactive, Five9, Interactive Intelligence, LiveOps, Mobile Apps, NewVoicemedia, Operational Performance, Sales Performance, Social CRM, Social Media, Unified Communications, Voice of the Customer, Customer Experience, Analytics
Our benchmark research into the contact center in the cloud shows that almost all companies now support multiple communication channels to engage with customers. Most of them also involve multiple business units in handling inbound and outbound interactions. More companies now support at-home agents, and contact centers are becoming more distributed. These scenarios are a good fit for cloud-based systems, and the research finds that the top three ways organizations said they can meet these challenges, and thus improve the way interactions are handled, are to improve training and coaching, adopt applications in the cloud and adopt communications in the cloud. It also shows that organizations have high expectations of cloud-based systems, expecting them to require less capital expenditure, facilitate innovation in interaction handling, lessen demand on in-house resources, including IT and better support home-based agents.
Topics: Business Collaboration, Business Intelligence, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Echopass, Information Applications, Operational Performance, Predictive Analytics, Sales Performance, Social CRM, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Performance, Customer Experience, Analytics
In the past year various vendors have begun to offer some or all of the systems required to build and run a contact center through a cloud-based service. I recently came across another one, Echopass, which has a different operating model than I am used to. Its core services are provided by products from two vendors that as yet don’t provide their products in the cloud: Genesys, which supplies call routing, intelligent front-door and intelligent back-office workflow, and Verint for workforce optimization (WFO). Echopass supplements these with other vendors’ products, such as Voxify’s speech platform, speech engines from IBM and Nuance and Microsoft .Net and SQL services. Along with a number of in-house developments this array enables Echopass to offer what is in effect a best-of-breed suite that is integrated to create a unified offering.
Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Echopass, Operational Performance, Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics