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2017 Call Center Trends & Market Landscape Survey

July 19, 2017 / Evolve IP

There’s a new, progressive way to enhance your customers’ experience: the multi-channel contact center. An ideal contact center is one that effectively routes calls, looks deeper into data analytics, and efficiently manages its workforce. A multi-channel contact center does all of this while also significantly improving customer experience. What does multi-channel mean for you?

You can now not only see which customers contacted your organization, you can also see which of those customers convert to qualified leads, and then to opportunities, and so on – capturing the entire customer experience in one holistic view. This innovative visibility will help you determine decisions around product selection, marketing promotions, and the metrics that drive the bottom-line. Perhaps there are new products that can close the gap of qualified customers or you can identify new touchpoints to prompt a higher percentage of qualified leads that become actual customers.

Recent research suggests that customers like to use their preferred method to communicate with contact center agents – calls, text/SMS, email, web chat, web callback, and social media. In fact, according to Gartner, by 2020, 85% of customers’ relationships with businesses are going to be in the digital space without interacting with a human. Evolve IP’s multi-channel contact center will help your company prepare for this shift in customer interaction.

Evolve IP’s multi-channel contact center provides organizations with a sophisticated, cloud-based service that delivers real business value. To help your business reach its customer base, Evolve IP offers a variety of popular communication channels including SMS, Multi-Channel CRM & History, Voice Inbound and Outbound, Web Chat, Email, Web Callback, Social Feeds, Automated Outbound/Dialer, Fax as Email, and Voicemail.

Evolve IP’s recently conducted 2017 Contact Center Trends & Market Landscape Survey gives insight into multi-channel contact centers among other research results. The Survey looked at 144 Contact Centers across North America to uncover trends and challenges they face. The results showed that as millennials and Generation ‘Z’ force organizations to communicate electronically, multi-channel contact centers are becoming more necessary and applicable. In fact, the majority of respondents (just over 61%) now have the solution in place, and the number is expected to grow. Results also showed that Multi-Channel/Chat/Email/Social Media tied for the top priority investment for 2017.

Check out Evolve IP’s 2017 Contact Center Trends & Market Landscape Survey here!

Categories: Call Center
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  • Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.

    Best!

    Steve Murphey, Vice President

  • Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

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