Hodusoft

FEBRUARY 9, 2022

With online consumerism on the rise, 2021 saw customers demand quick resolution to their queries, high-quality customer assistance, and seamless ways to connect remotely. By 2021, contact centers will have to invest in technologies like VoIP systems, SMS service, chats, and so on. Remote/Hybrid work support .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Chatbots for Customers (31.0% This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. planned, 46.5% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MARCH 31, 2019

DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48