The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11 billion by 2023, up from USD 6.47

Contact Center of the Future: 5 Essential Investments

Avaya

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? CX and Contact Center

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8 Ways to Use AI in the Contact Center

Avaya

Are organizations attempting to use artificial intelligence (AI) in the contact center? Voice Self-service: Nearly half of organizations are using AI in the contact center to improve customer self-service. CX and Contact Center

Contact Centers: Ahead of the Curve on Quality Management

Monet Software

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Strong and innovative sector with sustained growth and momentum.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

Self-Service Experiences Matter Too

Avaya

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

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report

Talkdesk

” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. out of five) in the Gartner Peer Insights Contact Center as a Service, North America market.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

NLP and NLU – What’s the Difference? (IVR Technologies Defined!)

Babelforce

That can be a huge boon for the inbound call center. . Check out ‘ SMS is the Unsung Hero of Call Center Technology! ’) . Plenty of large contact centers already use conversational IVR. Interested in bringing more self-service into your contact center?

NLP and NLU – What’s the Difference? (IVR Technologies Defined!)

Babelforce

That can be a huge boon for the inbound call center. . Check out ‘ SMS is the Unsung Hero of Call Center Technology! ’) . Plenty of large contact centers already use conversational IVR. Interested in bringing more self-service into your contact center?

New WFM Report Highlights Social Media

Monet Software

The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. billion in 2023.

The State of Bots in 2019: Successes and Failures

Fonolo

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” In the end, chatbots are simply there to help, to speed up the sales process, and to lighten the load of the customer service representative and/or contact center agent.

New Gartner Report Ties Knowledge Management to Superior Customer Service

Mindtouch

As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever.

Chatbots – is it love at first click?

Eckoh

Chatbots are now being taken seriously because they can support your contact center agents, boost customer loyalty and save a fortune if used in the right way. Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2].

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

billion by 2023, rising at a market growth of 17%. 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. 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?

Chatbots – now's the time to take them seriously

Eckoh

Credence Research estimated that the global Chatbots market will experience 'exponential growth' in the years up to 2023 [2]. Contact centers could learn a lot from Siri and Alexa: They get the basics right, offering speed, clarity and convenience.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019.

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

Spearline

Are you measuring the performance of your outsourced call center agents? Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge levels of growth.

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

DMG Consulting

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Using AI to Reduce Bank Operating Costs

Revation Systems

billion globally by 2023 – up from an estimated $209 million in 2019. Digital transformation is booming right now. Smartphones are everywhere and because of the ubiquity of technology, consumers have grown to rely on their devices with the expectation of instant communication with a business.

Moving from chatbots to Automated Agents

UJET

According to Gartner’s April 26, 2019 Forecast Analysis: Contact Centers, Worldwide report (available to Gartner subscribers), “in 2023, 40% of contact center interactions will be fully automated by using AI, machine learning and self-service, up from around 25% in 2018.” Rather than think of chatbots as our own exclusive feature, we saw it as a customer support standard and a strategic component of the modern contact center.

Augmenting the Auto Industry – the Tech that’s Driving a New Reality

TechSee

billion in 2023 , up from $1.3 These solutions enable drivers to use their smartphone cameras to transmit images or video of their dashboards or engines to contact center agents or virtual visual assistants, allowing the fastest possible remote diagnosis and guided customer rectification.