Contact Centers Should Adopt Cloud, IVR Analytics and Performance Management Tools
December 10, 2012
Contact centers are evolving to accommodate the modern trends and meet the needs of today’s always-on customers. Advanced technologies like IVR and cloud call centers are redefining the way call centers deliver services to customers.
Global Information (News - Alert) Inc (GII) recently recommended three reports on global market for contact centers, which identify the latest trends to watch for call centers: implementing more advanced knowledge management tools; moving to cloud-based infrastructures; and optimizing through IVR analytics.
These reports from GII’s market research partner DMG Consulting detail the hard data, critical insights and recommendations to build effective contact center strategies that translate into actionable tactics with practical, revenue-generating initiatives to help cost centers improve operations, reduce costs and enhance service quality.
The 2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report finds that cloud-based contact center technologies will see rapid adoption as organizations appreciate the benefits of these solutions. Over the last three years, cloud adoption in call centers has nearly tripled from 2.2 percent to 5.9 percent, with the number of seats growing from 268,794 in 2008 to 871,717, as of the end of June 2012.
DMG projects that the cloud-based contact center infrastructure market will continue to build momentum, growing by 45 percent, 40 percent, 40 percent and 35 percent, each year, respectively, between 2012 and 2015. DMG estimates that a minimum of 18.1 percent of all contact center seats will be in the cloud by the end of 2015.
The 2012 - 2013 IVR Analytics Product and Market Report from DMG Consulting details all aspects of the IVR systems that help reduce agent time and costs. According to the research, most of the IVR solutions are neither utilized effectively nor optimally designed to deliver the best possible customer experience. It explains how IVR analytics can be utilized to improve the overall customer experience across all channels, automated and live, and increase containment rates.
The 2012 Contact Center Performance Management Market (CCPM) Report identifies CCPM as the mission critical tool for capturing and analyzing all aspects of contact center performance. However, CCPM's adoption has been slow - a key issue being lack of clarity about its contributions and benefits.
Despite these, CCPM seats have grown from 483,949 in September 2006 to 1,731,138 in April 2012, a compounded annual growth rate (CAGR) of 25.6 percent. DMG projects the number of CCPM seats to grow by 12 percent, 14 percent, 14 percent and 12 percent in each of the four years from 2012 to 2015, respectively.
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Edited by Amanda Ciccatelli