COVID-19 is an incomparable global public health emergency that has affected almost every industry, and the long-term effects are projected to impact the contact center software market significantly, with estimates putting compound growth in this industry sector at just shy of 13% within the past year and expected to be worth $24.35 billion in 2021.
- The advent of AI-ready cloud contact center solutions
One innovation expected to lead the growth is computer telephony integration, or CTI, which enables control of phones through a PC or other Internet-enable device. This allows applications such as email programs to connect easily to telephone systems, all the better for your company to optimize customer relationship management (CRM) functions.
Considering COVID-19-precipitated changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments, the adoption of CRM functionality such as Salesforce CTI, has become a vital cog in any customer-centric business.
Artificial intelligence (AI)-ready cloud contact center software enables companies to offer exceptional customer service, maximize the effectiveness of outbound call campaigns, and increase agent productivity. Salesforce has made it easy to manage your contact center and all your omnichannel customer interactions in a single application. Integrating it to other pre-existing systems, however, may be complicated, but many platforms have simplified the process significantly.
Managing all customer interactions—over calls, email, text messaging, web, chat, and social media—in a single interface not only streamlines your customer relations and boosts your agents’ productivity, but considerably improves your customers’ experience of your product and/or services. Native access to Salesforce Customer 360 better integrates customer journeys into your CTI routing flows, offering more personalized and responsive customer service.
- Top 19 European cloud contact center solution providers
A recent report by Research and Markets analyzing the large-scale adoption of cost-effective cloud-based solutions—including data from global leaders in the field such as AirCall (US), Nubitel (Singapore), Dialer360 (UK), Servetel (India), and Vocalcom (France)—has identified the need to adopt a solution that handles contact center attrition and absenteeism, and integrates social media interactions in contact center operations.
In its “Frost Radar 2020: European Contact Center as a Service Market” report, Frost & Sullivan recognizes one provider, Vocalcom—among many others—as a global leader in customer experience and omnichannel contact center solutions. Frost & Sullivan places the offering in its top 19 European cloud contact center solution providers, out of a total of 150 companies evaluated.
“This recognition by Frost & Sullivan is a strong sign. We constantly strive to innovate and provide the best technologies to meet contact center needs in order to improve customer experience and engagement on all communication channels. R&D is part of our DNA and we are pursuing the development of our cloud offerings,” says Carlo Costanzia, President and CEO of Vocalcom.
