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Survey: Contact Center Leaders Demand More Effective Business Intelligence ToolsWAYNE, Pa., June 27, 2016 /PRNewswire/ -- Evolve IP, The Cloud Services Company™, today announced the results of its 2016 North American Call Center Survey, providing key insights into call center trends and the market landscape. Results demonstrate the industry's desire for meaningful analytics and for deeper integration between solutions that turn data into actionable business value for multiple business units. The overwhelming majority of respondents are eyeing investments in cloud technologies to increase business intelligence (BI), improve productivity, enable scalability, reduce costs and deliver customer insight. Call centers are undergoing rapid change driven by technological and demographic transformations - and the survey echoes these challenges. The biggest call center concern is insufficient reporting and analytics with just over 6 in 10 rating it from "challenging" to "extremely challenging". The second biggest struggle is improving agent productivity; over half rated it from "challenging" to "extremely challenging". Cost reduction ran close behind, with 16.5 percent noting that finding ways to reduce costs was "very to extremely challenging" and with three in 10 noting it as "challenging." Cloud-based solutions hold the ability to resolve many of the top challenges, and nearly eight out of 10 organizations plan to evaluate moving to a new cloud-based call center from a legacy on-premises system. 28 percent of respondents are evaluating a move in the next year and an additional 50.5 percent will do so after 12 months. Among the many reasons to upgrade to the cloud, the list was topped with improved business continuity/disaster recovery (60 percent), lower TCO (49.5 percent), scalability (43 percent), automatic new feature upgrades (37.5 percent) and integration capabilities (35.5 percent). When asked to rate actual use-case challenges. Cloud call centers outperformed in nearly all categories. In fact 65.5 percent of cloud call center respondents cited no concerns with their solution, versus just 46 percent of on-premises users. Among the top issues:
Additional Survey Highlights
The blind, web-based survey was conducted by Evolve IP during April, 2016, featuring 168 respondents in North America who are directly involved in managing operations their organization's call center. The survey is part of ongoing research into cloud adoption trends by Evolve IP. Full survey results are available for download at http://www.evolveip.net/resources-library/2016-north-american-call-center-survey. ABOUT EVOLVE IP Evolve IP is The Cloud Services Company™. Designed from the beginning to provide organizations with a unified option for cloud services, Evolve IP enables decision-makers to migrate all or select IT technologies to its award-winning cloud platform. Evolve IP's combination of security, stability, scalability, and lower total cost of ownership is fundamentally superior to outdated legacy systems and other cloud offerings. Today the company's services, including virtual servers, virtual desktops, disaster recovery, IP phone systems / unified communications, contact centers and more, are deployed by more than 1,300 commercial business accounts with a combined 104,000+ users, licensed seats and managed end points. Visit www.EvolveIP.net for more information. PRLog ID: www.prlog.org/12568187
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/survey-contact-center-leaders-demand-more-effective-business-intelligence-tools-300290389.html SOURCE Evolve IP |