FRIMLEY, UK — May 15 , 2019 — It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Yet, the report also reveals that alarmingly, only 14% of those surveyed expressed confidence in their ability to meet current and future needs.
The report, Midsized Call Centres Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019, was sponsored by Genesys (www.genesys.com/en-gb), the global leader in omnichannel customer experience and contact centre solutions. It explores what customer experience means to midsized organisations in terms of business impact, priorities and technological maturity. The report also highlights technologies, such as cloud, artificial intelligence (AI) and messaging apps, that small- and medium-sized businesses should consider improving customer and employee engagement so they can compete with larger enterprises.
More than 40% of survey respondents believe anticipating and catering to consumer needs are by far the most important capabilities in providing good customer experiences. In Europe, 76% of midsized call centres surveyed indicate the ongoing digital disruptions across industries will significantly impact them. As a result, midsized call centres are accelerating investments in digital channels and emerging technologies. Some of the key report findings include:
“It’s no surprise that the majority of organisations are looking to cloud, AI and big data to deliver the kind of experiences consumers expect today,” said Olivier Jouve, executive vice president of PureCloud at Genesys. “For smaller organisations, a cloud-based, omnichannel contact centre is the best way to deliver predictive and personalised service across every channel.”
Jouve continued, “With our proven migration path to the cloud, Genesys has made it easy and fast for midsized businesses to propel their customer experience forward by accessing new technologies that enable them to produce the results that count the most, like increased revenue, sales and customer satisfaction.”
For this study, Frost & Sullivan surveyed 600 business and IT leaders across 26 countries involved in defining and implementing customer service strategies. One-third of respondents were based in Europe, with the research conducted in the United Kingdom, Germany, France, Italy, Sweden and The Netherlands. Frost & Sullivan defines midsize organisations as those with 15 to 300 contact centre seats.
The full report, Midsized Call Centres Take a Digital-first Approach; Cloud Solutions to Power Customer Service in 2019, is available now. Download a copy of the research report here.