Is your business in the market for a new contact center solution? If so, you’re not alone. According to new findings from a recent survey of 385 contact center software buyers, conducted by Software Advice, 46% of those surveyed were purchasing contact center software for the first time. The majority of them were using manual methods to assist with inbound and outbound interactions such as spreadsheets, word processors, or pen and paper. These buyers desired a more modern solution that would help them provide better customer service and optimize business processes. The other 54% of those surveyed were looking to replace a current solution, perhaps due to outdated technology or a desire to expand their operations.
Many of the conversations between Software Advice and the customers surveyed revealed the specific features they’re looking for in their new contact center solutions. Requested by 42% of buyers, call recording was the feature that most buyers desired in order to improve quality assurance and employee training. The second most requested feature was computer-telephone integration (CTI), which assists with giving agents access to a customer’s history during an interaction. 39% of buyers felt that CTI would help them better track customer interaction history as well as assist with note taking. The chart below illustrates these results:
Most-Requested Features for New Contact Center Solution
Another interesting result highlighted by the survey was the top reasons businesses gave for wanting to purchase new contact center software. While many buyers simply had exceeded the abilities of their current solutions, others were looking to improve their contact center’s efficiency and operations. 67% percent of survey respondents wanted to increase efficiency through using a contact center solution, while 61% were looking to improve their workforce’s organization. These results demonstrate the need that many contact centers have to provide quick, reliable customer service that is structured for success.
Top Reasons to Purchase
If you’re ready for a contact center upgrade, Aspect has a variety of solutions that directly address the needs highlighted in Software Advice’s survey, including state-of-the-art call recording capabilities as part of our market-leading workforce optimization suite, as well as intelligent multichannel contact routing. Also be sure to check out Aspect Mentor, designed to help you elevate agent productivity.
Interested in learning more about the insights revealed by this survey? Check out the results at softwareadvice.com.
This is interesting news. It just seems to say that more people are recognizing the fact that a lot of companies need customer service to create a good business. But it may also mean that call centers may not be getting a lot more clients as businesses may be working on providing such a service themselves.
Great post Christine. I believe that the role of Contact Center Services should be to provide “an excellent customer experience” and improving the organization’s brand, this will deliver long term value.