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Fonolo is proud to be a part of The Future Contact Center Summit, January 29-30, 2015 at the Omni Orlando resort at ChampionsGate, Florida!
This is the only customer care event that synthesizes emerging trends, customer needs, disruptive technologies and business imperatives, into a clear vision for advancing business strategy. Call centers will learn how future success will be determined by the ability to meet customer expectations better and faster than competitors. Continue reading
With double-digit growth forecasted in many emerging markets such as China, India, Russia, and Brazil, the contact center market continues to evolve. Vendors are increasingly offering contact center software in addition to more traditional hardware-centric offerings.
Cisco, Avaya, and Alcatel-Lucent continue to dominate with over 70% of market share in the global market. However, other vendors are growing revenue by targeting emerging markets, niche applications or specific verticals (ie: service providers). They are also competing on technology, especially when it comes to cloud-based offerings.
Let’s take a look and see which vendors are giving ‘the big three’ a run for their money.
The telephone is the most popular method for customer support. According to Forrester Research, 69% of US consumers still use the phone for customer service.
In an era of instant gratification, service expectations are much higher which makes customers tougher to please. Megan Burns of Forrester Research states, “They’re accustomed to more options, greater control, and a worldwide platform to tell others what they think about the way brands treat them.” Not surprisingly, only 37% of brands were rated good or excellent in The Customer Experience Index 2012.
Calling any contact center is a customer nightmare, so let’s examine three of the biggest culprits and what you can do about them.
