customer

CustomerZone360 NEWS

CustomerZone360 Home

EvolveIP Reveals Contact Center Survey Results, Talks Cloud

By Paula Bernier July 05, 2016

This week in Las Vegas, EvolveIP was promoting its new study about the call center. It looked at the status of cloud-based contact center adoption and the gating factors to it, as well as other challenges around customer service.

Only 10 to 15 percent of agent seats are cloud-based today, Rich Fox, EvolveIP’s vice president, told me in an interview at Call Center Week. However, the study’s results indicate that nearly eight out of 10 of the individuals surveyed plan to evaluate a cloud solution in the future.

Twenty-eight percent of respondents said they plan to evaluate a move to cloud contact centers in the next year. Just over half indicated they expect to review a cloud solution 12 months or more from now. And 21.5 percent do not currently plan to look at a cloud call center at any future date.

Insufficient reporting and analytics were cited by those surveyed as the top challenges in the contact center. Improving agent productivity came in second. The survey involved participation of 168 North American call centers.

EvolveIP has been in business for a decade. It’s a pure cloud technology provider, with roots in telephony and the call center. The company’s solution supports voice and other channels and is aimed at the mid market. It also considers the fact that its solution supports both contact center and unified communications functionality as a differentiator.

The company is working to add more capabilities such as a more robust IVR, more reliable queue callback/scheduled callbacks, and post-call survey enhancements that make doing surveys faster and easier.

Many customers want cloud-based solutions, Fox said. They may think the barriers to entry are more expensive than they really are, he added. But, he said, there are companies that can make it real simple to make the leap to the cloud.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

Read More

Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus    5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…

Read More

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

Read More

Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

Read More