The market for contact center software is experiencing massive growth, with more players than ever offering solutions.
The industry is estimated at $72.6 billion, and is expected to more than double to $172.6 billion by 2030, according to a new analysis by Mordor Intelligence. That's a compound annual growth rate (CAGR) of 19%. “Elevated demand for omnichannel customer experiences, rapid cloud migration, and breakthroughs in generative AI are the core growth catalysts,” the group says.
That leaves businesses with a lot of choices, but also an overwhelming amount of information to piece through. Since I make it my business to understand the market and the rapidly evolving needs of today’s organizations, I get called up for advice on this all the time. People ask, “What is the top cloud contact center software?” They want to know what metrics to go by. Here are some key factors to consider.
Tight integrations
Most cloud contact center software is advertised as integrating easily with other vital tools your business uses. But, all too often, the reality is quite different.
In some cases, the software isn’t designed well enough to operate smoothly with things like CRMs or Unified Customer Experience Management platforms (UCXMs). This is make-or-break stuff. In responding to customer needs, cloud contact centers need access to all of the right information instantly. There's no room for data to be siloed away. So, if the tool doesn’t really integrate fully and easily, don’t even consider it.
The Lego conundrum
Some vendors selling cloud contact center software are able to argue that their tools really do integrate smoothly with a wide array of essential technology. But, here’s what they don’t tell you: Making that happen requires a lot of do-it-yourself work.
The tool may be advertised as being like a beautifully built tower filled with all kinds of great functions. But, once you buy it, you discover that it’s more like a box of legos you have to assemble yourself. Companies also have networks of subcontractors they recommend that can come put it all together for you.
This results in two choices. First, you can attempt to have your team assemble everything. But, then you run the risk of using the tool incorrectly or in a way that does not deliver on its full potential. You also give up your team’s time and energy along the way. The second choice is that you, effectively, pay a big markup by bringing in one of those outside teams.
It doesn’t have to be this way. Some solutions really are ready to go and user friendly.
Vendor-client partnerships
Organizations should also expect that, when they purchase cloud contact center software, they’re not just engaging in a single transaction. Rather, they’re entering into a kind of partnership.
The vendor should be available to help as needed and handle any problems that arise. The vendor should also constantly be on the lookout for ways to improve the software, rolling out new features so often that a tool never feels outdated.
The right price point
All that said, don’t discount the price point. Some businesses are tempted to go with a more expensive solution, assuming it will give them a competitive advantage. But, they give up so much revenue in that investment that they’re unable to grow in other ways.
ROI is the single most important measure of choosing the right cloud contact center software. As you explore options, reach out to customers who use these tools. Ask them for thoroughly honest assessments that describe how satisfied they are and what kind of ROI they’re getting.
For full disclosure, I’ll share that I’m happy to have a professional relationship with Nextiva . But, my opinions are entirely my own, and I frequently recommend them to businesses of different sizes. To me, Nextiva offers the best blend of both worlds: Premium features at a mid-level price point.
No matter which solutions you consider, look for all these factors. Take the time to do research. It’s easy to feel pressure to rush – especially since, as Mordor pointed out, businesses are migrating to the cloud rapidly. But your cloud contact center software will play a fundamental role in the customer experience (CX). For today’s businesses, nothing is more important than that.
About the author: Wayne Butterfield is Partner for AI, Automation, and Contact Center Transformation at ISG . An automation pioneer, he guides businesses through digital transformation, as well as cognitive and AI automation, in ways that transform customer service. An early adopter of RPA in 2010, he created one of the first enterprise-scale RPA operations. For more than 15 years, he’s been at the forefront of new technologies and pioneering solutions. He helps ensure organizations sidestep pitfalls and swiftly harness the power of modern technologies for efficiency and growth.
Edited by
Erik Linask
