Many enterprises are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice, according to a new series of research reports from leading global technology research and advisory firm Information Services Group (ISG)
The Shift Towards Customer Experience
“Enterprises are motivated by the need to deliver a seamless and consistent customer experience. By 2028, as many as half the contact centers replacing their platforms will base their decisions around customer experience and/or customer relationship management, rather than the choice of call routing engines.”
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Key Findings from ISG Buyers Guides
The ISG Buyers Guides™ for Contact Center and Agent Management, produced by ISG Software Research (formerly Ventana Research), find many enterprises are increasingly basing contact center technology decisions on customer experience and customer relationship management, rather than the choice of call routing engines.
“Contact center infrastructure decisions are no longer based on the simple choice of a voice routing engine,” said Keith Dawson, director of Research, Customer Experience, ISG Software Research. “Enterprises are motivated by the need to deliver a seamless and consistent customer experience. By 2028, as many as half the contact centers replacing their platforms will base their decisions around customer experience and/or customer relationship management, rather than the choice of call routing engines.”
Evaluating Advanced Platforms
Enterprises needing to replace their traditional call center systems are taking the opportunity to evaluate newer, more advanced platforms whose routing decisions are based on customer experience factors, rather than network conditions, the report says. These new platforms are geared towards real-time data analytics, relationship data management, and even behavioral and sentiment data for both customers and the agents who service them.
The Move to Cloud-Based Solutions
The decade-long shift of enterprise digital and telephonic infrastructures from on-premises to cloud-based platforms has recently made way for hybrid approaches that mix cloud and on-premises applications, ISG Software Research notes. Contact center in the cloud, often referred to as contact center as a service, is now the dominant mode of operations for new or expanding contact centers. Some technology providers with on-premises offerings have developed, migrated or acquired contact center offerings aimed at the entire marketplace.
Comprehensive Assessment of Providers
For its 2024 Contact Center and Agent Management Buyers Guides, ISG Software Research evaluated software providers across three platform categories:
- Contact Center Basic
- Contact Center Advanced
- Agent Management
A total of 37 providers were assessed in their respective categories, including:
- 8×8
- Aircall
- AWS
- Cisco
- Genesys
- Microsoft
- Twilio
- Zoom, and others.
Mark Smith, Partner at ISG Software Research, noted, “The modernization towards a digital business that focuses on the interactions and experiences of customers requires contact center and support agent management software that can help reach the customer experience objectives. These Buyers Guides are the industry’s most comprehensive set of research evaluating all potential software providers and products on their product and customer experience.”
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Independent Research for Optimal Investments
The ISG Buyers Guides™ are the distillation of more than a year of market and product research efforts. The research is neither sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.
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Source – businesswire
