Request Information

Request Information

or Call 1.877.459.4347

Latest Contact Center Trends

January 23, 2019 / Foram Joshi

As we enter the new year, most businesses have a new strategy in place to accomplish their 2019 contact center goals. We recently conducted a survey of 163 contact center professionals to gather data on the top trends & market landscape. The survey results revealed some fascinating statistics that might help you understand most contact center’s investment priorities, challenges, top technologies, etc. This video provides a sneak peek into the highlights that came out from the survey results such as:

  • 9 in 10 contact centers have already moved to the cloud or are planning to move to the cloud this year
  • 40% of contact centers wish they had an omnichannel technology
  • 60% of contact centers reported downtime in the last 12 months
  • The main concern of 34% of respondents was the inability to properly monitor agent activity
  • 33% of contact center professionals noted CRM integrations as their top investment priority

Click here to download the full 2018 Contact Center Survey Report (complimentary for the first 100 users)!

Categories: Contact Center
Listening To Needs. Solving Complex Challenges.

Helping enterprise IT focus on business results, not infrastructure

  • One of the nation’s largest and fastest-growing dermatology businesses estimates savings of $6.45 Million over 5 years

    View Case Study

    “Evolve IP’s digital workspaces have allowed us to acquire more practices in a faster and more profitable way. That is resulting in bottom-line cost savings and top-line business benefits.”

    – Jeff Francis, Vice President of IT USDP

  • International Law Firm Drives Communications Reliability Across 60+ Worldwide Locations and Saves Over $300,000 a Year

    View Case Study

    “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    – Ken Schultz CIO of Ogletree Deakins

  • Financial advisory firm enables employees to Work Anywhere with an integrated platform

    View Case Study

    “The transition has been almost seamless to our folks, working from home full time. My team looks like heroes right now.”

    Ryan Easter, Director of IT and Principal at Johnson Investment Counsel

Simplify and future-proof your technology footprint with Evolve IP

It's nearly impossible to stay on top of every change in technology. Partner with Evolve IP and gain the combined experience of hundreds of technologists, all acting as an extension of your IT team. Helping you do more with less.


Contact Us

or Call 1.877.459.4347