CoreMatrix’s (News - Alert) customers now demand contact center solutions that incorporate social and other interactive capabilities. The cloud computing consulting company notes that today businesses realize their customers have a vast range of choices in virtually every product and service category out there.
Also, customers have access to online information at their disposal and want the ability to interact at a convenient time with a company they have purchased products from.
Increased demand from customers has driven organizations to deliver quality customer services so that they can retain their positions in the market and gain a competitive edge. Clients now demand multichannel customer service and companies are striving to provide them with tools such as chat in addition to traditional communication methods like phone calls and emails.
Additionally, businesses also need to integrate all customer history data across all channels so that customer service agents can serve clients in a better manner.
According to a report from research firm Global Industry Analysts, global contact center market will reach $337.8 billion worldwide by 2018 driving the need to deliver world class customer service.
“We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors,” said co-founder of CoreMatrix, Paul Nix, in a statement.
CoreMatrix was in news last year for signing a partnership agreement with Nu:Pitch to deliver dynamic sales content, driving efficiency and productivity for sales teams.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli