MyCustomer has launched a new research report exploring what technologies contact centres are investing in - and which are being overlooked.
The contact centre sector has experienced a period of rapid transformation in recent years, driven by a combination of shifting consumer expectations and communication preferences and the vast range of emerging technologies.
But what contact centres technologies are being adopted en masse, and which are struggling to gain traction at the present time?
MyCustomer recently conducted a survey of 100 contact centre leaders from around the globe to explore what contact centre technologies are hot – and what are not.
In The Contact Centre Technology Barometer 2019, we examined areas such as:
- Which contact centre technologies are being adopted by organisations today and which are of little interest.
- Which products/platforms are gaining traction amongst the early adopters of contact centre technologies.
- How organisations view the emergence of new contact centre technologies.
Technologies under the microscope include:
- Speech analytics.
- Live chat.
- Text analytics.
- Video chat.
- Voice biometrics.
The report also features analysis of the research findings from some of the leading lights from the customer service industry, including Martin Hill-Wilson, Gerry Brown, Carolyn Blunt and Michael Sherwood.
Download The Contact Centre Technology Barometer 2019 now to find out where your competitors are spending their service budgets.
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.