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 Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards

By: TMCnet News    1/22/2021

TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

Read More

How the COVID-19 Pandemic Is Changing Marketing

By: Tracey E. Schelmetic    12/30/2020

Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…

Read More

2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation

By: Luke Bellos    12/22/2020

TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.

Read More

Quick-Service Restaurants Shifting to Digital and Mobile Models

By: Laura Stotler    12/22/2020

Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…

Read More

How Blockchain Is Transforming the Fintech Industry

By: Special Guest    12/22/2020

Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…

Read More