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Survey Says! Top 5 Contact Center Trends Shaping Consumer Engagement Strategies from the First Half of 2017

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November 4, 2017
By: Rita Toscano

During the first half of 2017, LiveVox surveyed over 1500 contact center leaders to explore a variety of contact center trends and requirements. Survey also analyzed how contact centers are embracing cloud technology to advance their consumer engagement strategies and improve consumer satisfaction. It is becoming clear that contact centers need to evolve to keep pace with the rapidly increasing consumer expectations in a hyper-connected world. 

Survey Demographics

The 1500+ responding contact center leaders represent over 200,000 agent positions in a variety of industry segments including Finance, Technology, Healthcare, and Collections Agencies.

Key Findings

The results provided insights into current operations, desired features, contact channel utilization, and more.  Here are the top five key takeaways: 

1. Most Valued Contact Center Features for Current Operations

Leveraging data insights to drive self-service engagement and improve efficiencies are top of mind for executives. Contact center leaders indicated CRM Integration (43%), Business Intelligence/Reporting (40%) and Automated/Interactive Voice Response (39%) as key capabilities for driving efficiencies, streamlining operations, and gaining a competitive advantage. It was interesting to find out that gaining consumer insight is the top priority for teleservices, whereas compliance remains the top focus for account receivables.

2. Contact channels that are equal or surpass voice usage in the next two years:

It was interesting to learn that a multichannel outreach strategy is becoming equal to if not more important than the voice channel for many industry segments. Healthcare is expected to increase investments in SMS, and retail continues to focus on email.

3. Industry segments that are embracing cloud at a faster rate

Executives realize the value of cloud in enabling enhanced business continuity, scalability, and cost savings. As a result, over 60% of respondents have either made a move or are ready to make the transition to a cloud contact center in the next two years.

4. Most Common Concerns When Moving to Cloud

Contact center leaders stated that inability to prove TCO (39%) and uncertainty around system security (37%) are the top barriers to cloud adoption.

5. Top Features Desired from a Cloud-Based Contact Center Provider

Cloud technology is cost-effectively providing the flexibility and scalability needed to rapidly adopt emerging capabilities such as business analytics and integrated multichannel. Contact center leaders voted Integrated Reporting and Analytics (56%), Compliant Multichannel Capabilities (46%) and Seamless Cross-Channel Campaign Management as the top drivers for moving their contact centers to the cloud.

One point is becoming evident that as new technologies become available, it is essential for contact centers to evaluate them to broaden their capabilities and drive enhanced consumer engagement.

To gain more insight on additional contact center trends, download the complete survey report.

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