Report Description
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. Aberdeen surveyed over 175 companies to see whether contact center infrastructure technologies can be consolidated to provide consistent and accurate information while supporting distributed agents and applications.
Five Compelling Facts from the Research, Providing Actionable Benefits for Readers:
- 58% of Best-in-Class firms will increase their contact center budget over the next 12 months. 48% of Best-in-Class companies plan to invest that additional budget in CRM systems integration.
- Best-in-Class firms are twice as likely to implement contact center consolidation by utilizing a single logical platform for virtual resources as all other companies.
- Best-in-Class companies lead all other companies when providing new and innovative ways to access contact center resources. The leading strategic action for Best-in-class companies is to integrate integrate back-end systems.
- The top two pressures faced by all firms are increased customer demand for resource availability and high operational costs
- 94% of Best-in-Class companies achieved ROI in 18 months or less
REPORT OUTTAKES
ANALYST QUOTE ¹ " Developing a culture that supports standardization, training, vendor management and virtualization is critical to the success of the contact center. In order to develop this culture companies need to do the following: standardize customer support across all channels, develop an ROI for consolidation projects, and implement a virtual contact center platform. “
RESEARCH QUOTE ² Seventy-four percent (74%) of Best-in-Class companies have seen an improvement in first contact closure rate
FAST FACTS/SALES QUOTE ³ 62% of Best-in-Class companies have implemented Voice over Internet Protocol (VoIP)
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