A commissioned study conducted by Forrester Consulting on behalf of LiveVox in March 2021 evaluates how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
In a press release published last week, LiveVox revealed that two out of every three firms surveyed by Forrester Consulting still cannot orchestrate customer journeys across multiple channels. And seven out of 10 survey participants said that agents do not have all the relevant customer information and interaction history at the moment of engagement—resulting in frustrating experiences for both customers and agents. Nearly 70 percent of these firms said that they would be more likely to purchase a contact center platform with its own CRM to alleviate these issues.
The study’s key findings include:
Integration with other systems is the top issue in managing CRM and contact center technology.
Three-quarters of surveyed decision-makers said it is challenging to manage upgrades and integrations for their CRM and contact center platform and between them. These integration
challenges persist across other systems within the organization, as decision-makers ranked this as their top challenge in managing their CRMs and contact center technology.
Contact center platforms are not given a full picture of their customers, and that frustrates agents.
Integration challenges restrict agents from accessing and synthesizing all relevant customer information and interaction history. This leads to clunky workflows, and it hinders the agent’s ability to quickly resolve customer issues and provide exceptional service. Customers can become frustrated with the time an interaction takes while agents are frustrated because they can’t do their job efficiently through no fault of their own.
Contact centers struggle to serve customers on their channel of choice
Only forty-four percent of respondents believe their firm can orchestrate customer journeys across all channels. Why is this? It’s because nearly 60% of firms support their channels on different systems, making it difficult to capture and utilize customer data. And a lack of real-time, channel-specific information adds to the challenge of accessing and using customer data on the channel of their choice.
LiveVox has made the report available for free here.