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

Customer Retention Strategy - Measure, Track & Improve

By: Special Guest    9/24/2021

Know about the professional customer retention strategy that will help you grow your business with ease. You will learn ways to measure, track and imp…

Read More

Gnani.ai Releases New Voice Biometrics Solution armour365

By: Luke Bellos    9/23/2021

Gnani.ai announced the launch of armour365, a new solution offering added protections against the rising fraud and cybercrime activity across the glob…

Read More

NICE and Bell Canada Form Agreement to Expand CXone Availability

By: Luke Bellos    9/16/2021

Customer experience solutions leader NICE has announced a new strategic agreement with Bell Canada, in an effort to expand the availability of the NIC…

Read More

CUSTOMER Magazine Announces Winners of the 2021 Contact Center Technology Award

By: TMCnet News    9/9/2021

TMC today announced the winners of their 16th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

Plivo Survey Finds Back to School Shoppers Favor Retail Communications Most

By: Luke Bellos    9/8/2021

A new survey from Plivo finds that back to school shoppers are more likely to opt in to direct messaging marketing campaigns.

Read More