TMCnet News
New Bright Pattern Customer Experience Survey Finds Only 22% of Companies Offer Omnichannel ConversationsSAN BRUNO, Calif., Sept. 17, 2019 /PRNewswire/ -- Adoption of digital channels continues to increase in U.S. contact centers. According to Canam Research, 83% of contact centers in the U.S. report using one or more channels in addition to their voice channel. But only 22% of contact centers offer seamless omnichannel conversations that allow customers to switch channels with ease and provide agents with a single unified agent desktop for all channels. These insights stem from a survey sponsored by Bright Pattern, the leading provider of omnichannel cloud contact center software for innovative enterprises. The survey examined the current state of U.S contact centers' omnichannel conversations and omnichannel quality management. Bright Pattern surveyed companies of all sizes and industries in the 2019 Omnichannel Customer Experience (CX) Benchmark Trend Report. The omnichannel adoption statistic of 22% closely aligns with the findings of other contact center reports and industry analyst research. Contact center analysts including IQPC, Dimension Data, and Gartner believe only 5–20% of companies offer omnichannel conversations. Of those surveyed, 62% of the trend report respondents identified their contact center as a multichannel contact center—a contact center that offers more than one communication channel to its customers but offers the channels in silos. Multichannel silos prohibit customers from moving easily between channels without losing important customer data, requiring them to repeat themselves to a new agent. Bright Pattern found that the industries with the highest omnichannel adoption included Consumer Services at 40%, Manufacturing at 30%, Business Services and Technology at 25%, and Finance at 22%. Omnichannel was originally a term from retail customer experience that has now been adopted by all industries. Ironically, the study found that only 17% of retailers identified themselves as able to offer omnichannel customer experiences. "Customers have been wanting seamless omnichannel conversations across all channels for years, yet only 22% of companies are able to offer this effortless customer experience to their customers today," said Ted Hunting, Senior Vice President of Marketing at Bright Pattern. "Silos continue to be the norm and our research reveals that companies are finding it difficult to add emerging digital channels like bots or messengers into their contact centers without creating new silos. The good news is the percentage of companies offering omnichannel customer experiences has more than doubled, largely driven by the adoption of innovative cloud contact center technology." Omnichannel Customer Experience Key Findings
Find out more about the current state of omnichannel and omnichannel quality management by downloading the 2019 Bright Pattern Omnichannel Customer Experience (CX) Benchmark Trend Report. Survey Methodology Bright Pattern announced initial customer experience survey findings in September and will continue to release additional insights in the coming months. For more details about the survey methodology or to receive a free copy of the report, contact the Bright Pattern media relations team at [email protected]. About Bright Pattern
View original content to download multimedia:http://www.prnewswire.com/news-releases/new-bright-pattern-customer-experience-survey-finds-only-22-of-companies-offer-omnichannel-conversations-300919152.html SOURCE Bright Pattern |