The contact center solution ecosystem that customer service organizations use has grown more complex over time, as highlighted in our latest TechRadar™ on these solutions. Customer service executives struggle to enforce consistent processes for their agents to follow so that those agents can deliver optimal customer experiences. The amount of data and information that agents need to use to resolve customer inquiries is exploding. Vendor mergers and acquisitions as sectors consolidate are creating product and support risks. And new contact center solution delivery models, including managed services, outsourcing, and cloud-based offerings, are presenting new opportunities.
To define the context for making smart contract center strategy and technology decisions for customer service, Forrester partnered with CustomerThink to survey 75 contact center professionals to understand which technologies were being used and who was making purchasing decisions. We found that:
A set of core technologies are must-haves for contact centers. Core contact center technologies enable agents to manage voice calls, email and chat requests from customers, log and manage inquiries via case management systems, and manage and optimize agent workforces. These solutions are mature and continue to deliver significant business value. 53% use case management solutions; 58% use workforce management solutions; 48% use quality monitoring; 62% use voice IVR or self-service speech platforms; 44% use email response management systems; and 50% use chat solutions.