Contact Centers: Ahead of the Curve on Quality Management

Monet Software

The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. It always feels good to be ahead of a trend.

New WFM Report Highlights Social Media

Monet Software

billion in 2023. The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49

Are you measuring the performance of your outsourced call center agents?


The Market Research Future (MRFR) predicts that the industry is set to reach $52 BN by the end of 2023. Are you measuring the performance of your outsourced call center agents?

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

billion by 2023, rising at a market growth of 17%. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels.

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening.

The Cost of a HIPAA Audit

Revation Systems

In fact, a study performed by Juniper Research last year reports an estimated 33 billion records will be stolen by cybercriminals in 2023.

The High Rise of Unified Communications (UC)

Revation Systems

Global Market Insights reports that the UC market will reach $96 billion by 2023. Connected devices and IoT have exploded in the marketplace, stressing the importance of convenience as the main focus of consumer communications. Today’s society expects responses to be 24x7x365.

Why All Businesses Should Invest in Chatbots


According to a new report from Juniper Research , by 2023, the use of chatbots will bring $11 billion in combined cost savings for the retail, banking, and healthcare business sectors as a replacement for customer service representatives.

The State of Bots in 2019: Successes and Failures


In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” “We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options.

Robotic Process Automation Is Changing CX as You Know It


The RPA market is just getting started, but many well-known companies like Walmart are already using it extensively, and by 2023, the market is expected to reach $2.7 The business technology industry is swimming with smart new products, and among them, robotic process automation (RPA) is making a big splash. It promises faster processing of complex, repetitive business tasks.

The New UC Experience Designed For You


Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9

Contact Center of the Future: 5 Essential Investments


Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

How to Stop Your Chatbot From Derailing the Customer Experience


According to Juniper Research, chatbots in retail, banking and healthcare sectors will save businesses $11 billion a year by 2023. Remember when most websites were hard to navigate, hard to read and featured color schemes of yellow and lime green? When the web was new, businesses rushed to deploy the technology before thinking about user experience. And in many cases, it was a disaster. We seem to be in a similar phase with chatbots.

Digital Banking & Credit Unions: What to Expect in 2019

Revation Systems

A recent report produced by Juniper Research in July found that chatbots will deliver $11 billion in annual cost savings for banking organizations by 2023. The current landscape of the banking industry has shifted enormously in the last five years.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report


DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Smart Home Market Analysis – Expectations vs. Reality


After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. All eyes were on the smart home market in 2017.

The Power of AI to Drive Change


Gartner predicts that by 2023, there will be an 80% reduction in missing people in mature markets compared to 2018, due to AI-based face recognition. AI presents a huge opportunity, possibly bigger than digital transformation itself.

Self-Service Experiences Matter Too


Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. There are times when a customer needs to dial into your contact center to ask a question or request assistance.

New Report by Opus Trust Marketing Unveils the Hidden Opportunity of Customer Correspondence

CSM Magazine

However, only 16% expect to pick up the phone to their supplier in five years’ time and 33% expect to be using online chat bots or live chat functions, up 123% from today’s usage and slightly higher than the 31% expecting to communicate by email by 2023.

2019 Retail Trends

The Center for Client Retention

billion by 2023. If we don’t look ahead we risk being left in the dust, and perhaps nowhere is that risk greater than with the emergence of Artificial Intelligence (AI) as a practical retail technology.

Sales 62

Coping with disruption through AI and human customer experience


In fact, 44% of all service needs in 2023 will still require humans, and increasingly these agents will be augmented by technology such as AI, co-browsing and access to centralized knowledge. Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience.

Here today, gone tomorrow?

C Space

By 2023, consumers predict that most technology will be consolidated into one device, much like the iPhone. Here today, gone tomorrow?

The impact of the Internet of Things on customer service in Asia


According to a report from Research Nester, 36% of IoT spending will be in Asia, with investment growing at over 10% per year up until 2023. Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. Published on: April 20, 2017.

Your IVR Doesn’t Have to Suck


billion by 2023 , according to Markets and Markets. Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. They don’t. Because IVRs suck, well at least the way they’re implemented sucks. In the 2017 Aspect Consumer Experience Index, we asked consumers about their preferences and issues around contacting customer service.

How to Deliver Outstanding Customer Experience Using Cognitive Solutions


billion by 2023. Customers run any business today. They have the power to evangelize and grow your brand organically to the next level.