Transformations in Contact Centers Focus on Customer Experience
Transformations in Contact Centers Focus on Customer Experience
New research findings reveal an essential transformation occurring within enterprises regarding contact center operations. Organizations are increasingly shifting away from conventional call handling methods, opting instead for cutting-edge contact center applications that meet customers where they prefer to engage. This change is highlighted in a series of research reports from the esteemed technology research and advisory firm, Information Services Group (ISG) (Nasdaq: III).
Key Findings from ISG Research Reports
The ISG Buyers Guides™ for Contact Center and Agent Management, produced by ISG Software Research, indicate a shift in how enterprises make their contact center technology decisions. More organizations are focusing on enhancing customer experience and strengthening customer relationship management, rather than simply relying on traditional call routing technologies.
New Motivations Behind Contact Center Decisions
Keith Dawson, the director of Research for Customer Experience at ISG Software Research, emphasizes that today’s contact center infrastructure choices are more than just selecting a voice routing engine. "Organizations are driven by the need to provide an integrated and cohesive customer experience. By 2028, it’s predicted that nearly half of the contact centers updating their platforms will prioritize customer experience over call routing options," he asserts.
Advancements in Contact Center Technology
As enterprises recognize the necessity of modernizing their traditional call center systems, they are now evaluating innovative platforms that utilize customer experience metrics for making routing decisions, instead of relying solely on network conditions. These advanced platforms facilitate real-time data analytics and include both behavioral and sentiment analysis of interaction data from customers and the agents serving them.
The Rise of Cloud-Based Solutions
The ongoing transition from on-premises to cloud-based systems in the enterprise sector marks a significant trend. This change encourages hybrid solutions that blend cloud technologies with traditional on-premises functionalities. The model known as Contact Center as a Service (CCaaS) is now prevalent in new or expanding contact centers. Many technology vendors previously focused on on-premises solutions have successfully transitioned or enhanced their offerings to cater to this growing market.
Evaluating Software Providers in 2024
For the forthcoming Contact Center and Agent Management Buyers Guides of 2024, ISG Software Research has conducted a comprehensive evaluation of software providers across three categories: Contact Center Basic, Contact Center Advanced, and Agent Management. A total of 37 providers have been rigorously assessed, which include notable brands like NICE, Genesys, and Verint.
Top Performers Recognized
In each category, ISG Software Research designates the leading software providers. For the upcoming study, the findings reveal these top vendors:
Contact Center Basic: NICE, Genesys, Content Guru
Contact Center Advanced: NICE, Verint, Genesys
Agent Management: NICE, Verint, Genesys
Conclusion: Importance of Customer Experience
According to Mark Smith, a partner at ISG Software Research, pursuing a seamless digital business demands a dedicated approach towards customer interactions and experiences, supported by robust contact center and support agent management software. The ISG Buyers Guides provide the most thorough analysis available, helping enterprises make informed decisions regarding software provider selection based on critical product and customer experience assessments.
The ISG Buyers Guides™ embody the extensive research efforts conducted over the last year. This research is impartial and solely directed at aiding enterprises in maximizing their software investments in business and IT.
About Information Services Group (ISG)
ISG (Information Services Group) (Nasdaq: III) stands as a preeminent global technology research and advisory firm. Serving over 900 clients, including around 75 of the top 100 enterprises worldwide, ISG is dedicated to enabling organizations in both the public and private sectors to excel in their operations and foster growth. The firm excels in digital transformation services, covering areas such as AI, automation, cloud solutions, and data analytics.
Frequently Asked Questions
What is the primary focus of ISG's research findings?
The research primarily emphasizes the shift in contact centers towards prioritizing customer experience and relationship management in technology decisions.
What kinds of platforms are enterprises looking for in contact centers?
Enterprises are now seeking advanced platforms that utilize customer experience metrics and support real-time analytics for better routing and service delivery.
What notable software providers are highlighted in ISG's 2024 study?
Leading software providers named include NICE, Genesys, and Verint, recognized for their excellence in various contact center categories.
What does ISG Software Research focus on?
ISG Software Research concentrates on providing detailed evaluations and guidance on business and IT software for enterprises and service providers.
Why are cloud-based solutions significant in the contact center landscape?
Cloud-based solutions enable more flexible operations and integration capabilities, facilitating seamless customer experiences across various contact channels.
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