PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1168236
PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1168236
DMG Consulting LLC's fifteenth annual edition of the “Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report ” (formerly the Cloud-Based Contact Center Infrastructure Product and Market Report) provides a detailed analysis of vendors, products, functional capabilities, and pricing. It also includes satisfaction survey results for each of the featured vendors.
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Vendors are investing their research and development (R&D) dollars in CCaaS offerings that are highly effective, innovative, and differentiated. There has been great progress in the reliability, security, and scalability of CCaaS solutions during the past couple of years, positioning them to support even the largest contact center environments. Adoption of CCaaS solutions is strong, and the momentum will continue to build.
Innovative CBCCI/CCaaS vendors have been investing in AI which is being applied to enhance many aspects of these solutions including system routing, self-service capabilities, workforce optimization/workforce engagement management (WFO/WEM), and reporting.
Although AI technology is in its early days, it has already demonstrated its ability to help companies enhance both the customer and employee experience while improving operational productivity, enabling contact centers to achieve their corporate, servicing, and sales goals.
Enhanced mobility capabilities for supervisors and quality management (QM) specialists provide tools to monitor and coach agents from wherever they are and wherever their agents are located - on-site, at-home, or another remote location - and system administrators can make real-time changes to contact center solutions from anywhere.
CBCCI/CCaaS vendors continue to expand their partnerships, enhance their integration frameworks, and build out-of-the-box integrations with a wide variety of third-party solutions, including customer relationship management (CRM), WFO/WEM, workforce management (WFM), interaction analytics (IA), QM, automated quality management (AQM), knowledge management (KM), robotic process automation (RPA), voice of the customer (VoC), IVA, AI, unified communications as a service (UCaas), and more. Enterprises are finally getting what they need - a flexible and easy-to-integrate communication platform to facilitate omnichannel customer interactions.
Enhanced UIs make it easier for agents to navigate CBCCI/CCaaS solutions, see personalized information about their own performance, and have access to supervisors and subject matter experts for support and collaboration. The new desktops deliver centralized access to all of the information agents need to deliver a fully orchestrated and optimal omnichannel CX. The improved UIs are providing agents with expanded insights into the full customer journey - contact history, context, and previous activities.
WFO/WEM applications complement CBCCI/CCaaS solutions by providing essential tools that help engage, motivate, and retain agents, and improve productivity while enhancing the CX.
The “2022 - 2023 Cloud-Based Contact Center Infrastructure/ Contact Center as a Service Product and Market Report ” provides a comprehensive analysis of this important IT sector. The Report includes an insightful review of the business, servicing, and management trends that characterize today's customer experience (CX) and the challenges confronting enterprises as they strive to address them.