A majority or 80% of contact centers believe their current IT systems won\u2019t meet future needs, while up to 40% of those organizations said that IT doesn\u2019t meet their current needs, according to Dimension Data\u2019s annual Global Contact Center Benchmarking Report (GCCBR) which surveyed\u00a0 901 organizations across 72 countries.<\/p>\n
\u201cNon-voice traffic (digital) is set to rise in 87% of contact centers within the next two years, and voice traffic (talking to a customer center agent on the telephone) will drop in 42% of contact centers during the same period,\u201d said Adam Foster, Dimension Data\u2019s Group Executive \u2013 Communications. \u201cIndeed, based on the information we\u2019ve gathered over the last 10 years, digital will overtake voice in the contact center in the next two years.\u201d<\/p>\n
Foster says this trend needs to be addressed urgently, and the good news is there are lots of options when it comes to procurement and consumption options.<\/p>\n
\u201cEscalating IT dependency is already driving cloud and hybrid ownership, and technology – not dependencies – will force improved integration across hybrid architecture models of hosted and owned IT.\u00a0 In the last 12 months, contact centers choosing pure ownership models have reduced by 23%. Of contact centers that aren\u2019t using hosted\/cloud solutions yet 34% are considering a hosted technology model in the near future.\u201d<\/p>\n
According to Nagi Kasinadhuni, Dimension Data Asia Pacific\u2019s General Manager \u2013 Communications, systems in the contact center have fallen short of expectations year-on-year over the last four to five years, and organizations will need to refresh, change, and adapt to the emerging digital revolution which will see seven new digital channels come on board by the end of 2015.<\/p>\n
\u201cThe combination of technology that\u2019s creating an omnichannel environment, coupled with the ability to analyze and act in real-time, and personalize customer service, provides powerful resources for organizations to create a productive, digital customer engagement model,\u201d explains Kasinadhuni.<\/p>\n
Investments in new technology solutions such as cloud and hybrid are delivering results in the short term.\u00a0 This is encouraging news for organizations considering new technology investments. They\u2019re much quicker to deploy, so the return on investment for new technologies will be achieved quicker.<\/p>\n
\u201cIn addition, our case study evidence validates the significant benefits enabled by cloud solutions. What\u2019s more, over 89% of the current users polled by Dimension Data agreed that cloud has reduced costs, while 88% said that cloud offers access to new functionalities, says Kasinadhuni.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
A majority or 80% of contact centers believe their current IT systems won\u2019t meet future needs, while up to 40% of those organizations said that IT doesn\u2019t meet their current needs, according to Dimension Data\u2019s annual Global Contact Center Benchmarking Report (GCCBR) which surveyed\u00a0 901 organizations across 72 countries. \u201cNon-voice traffic (digital) is set to […]<\/p>\n","protected":false},"author":6,"featured_media":916,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21,19],"tags":[941,2627],"class_list":["post-7945","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-laptops-computers","category-headlines","tag-contact-center","tag-dimension-data"],"_links":{"self":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/7945","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/comments?post=7945"}],"version-history":[{"count":0,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/7945\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media\/916"}],"wp:attachment":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media?parent=7945"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/categories?post=7945"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/tags?post=7945"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}