Are you ready for Contact Centre 2.0?

Customer sales and service is the driver for revenue growth for every organisation and the contact centre is one of the most critical elements. It is a growing and globalised industry, says John Finch, AVP Product Marketing,  RingCentral,  that by 2022 is expected to reach US$407.1 billion (€349.58 billion), according to predictions by business intelligence firm Global Industry Analysts.

However, traditional contact centres are largely based on outdated management originating from the 1960s that are no longer applicable to the digital world and tech-savvy customers of today. Research shows that modern consumers demand seamless interaction, expedient service, and real-time communication from any device they choose.

These market trends and demands are highlighted by a recent report: “Contact Center 2.0: The Rise of Collaborative Contact Centers,” written by top industry analyst Brian Solis, principal of Altimeter Group. The report demonstrates the need for radical transformation of the established contact centre model to a truly customer-centric and digital approach.

Based on a global survey of 500 knowledge workers in the US and UK, the report outlines the fundamental shift from traditional contact centres operating with on-premises technologies, work siloes, and limited and dated customer channels, to a new, cloud-based model that enhances collaboration among business experts and contact centre agents.

This new approach, which the report describes as “Contact Centre 2.0”, delivers a truly collaborative communications experience by connecting experts with agents and customers in real time.

Through innovative cloud technology, contact centres are meeting the expectation of multiple ways to communicate, including via phone, web, and mobile, along with higher levels of personalisation, immediacy, and convenience.

According to the research, the move to this Contact Centre 2.0 is already complete for just 11% of progressive businesses while a further 86% aim to complete a transition within three years and another 11% have a three-to-five-year timeline.

A central tenet of Contact Centre 2.0 is a move away from legacy premise-based platforms to cloud solutions. Although many recognise that on-premises technologies are, by design, not unified, omnichannel, collaborative, or real-time; there is still a legacy dependency to be overcome. However, this is still a work in progress with nearly two thirds (62%) still requiring some form of premise-based technology for customer engagement.

John Finch

At the heart of Contact Centre 2.0 strategy is a shift to the cloud, with 61% of companies stating that they have transitioned contact centres to the cloud fully, partially, or plan to transition at some point soon.

The shift is coming from the heart of the business with 70% of companies involved in contact centre solutions having an official transformation strategy, with the two most important initiatives being digital technology integration (71%) and CX (also 71%).

Cloud pioneers such as RingCentral and others are leading this evolution by helping to transform the way organisations manage customer engagement through a Collaborative Contact Centre experience.

This means enabling agents and supervisors to communicate and collaborate across their organisations in real time to resolve customer issues efficiently. This includes innovative technologies such as bots to enhance customer responsiveness through alerts and notifications to key contact centre stakeholders and agents in order to take immediate action to solve customer issues.

The author is of this blog is John Finch, AVP Product Marketing, RingCentral.

Comment on this article below or via Twitter: @IoTNow OR @jcIoTnow


9 IoT applications that will change everything

Posted on: September 1, 2021

Whether you are a future-minded CEO, tech-driven CEO or IT leader, you’ve come across the term IoT before. It’s often used alongside superlatives regarding how it will revolutionize the way you work, play, and live. But is it just another buzzword, or is it the as-promised technological holy grail? The truth is that Internet of

Read more

Which IoT Platform 2021? IoT Now Enterprise Buyers’ Guide

Posted on: August 30, 2021

There are several different parts in a complete IoT solution, all of which must work together to get the result needed, write IoT Now Enterprise Buyers’ Guide – Which IoT Platform 2021? authors Robin Duke-Woolley, the CEO and Bill Ingle, a senior analyst, at Beecham Research. Figure 1 shows these parts and, although not all

Read more

CAT-M1 vs NB-IoT – examining the real differences

Posted on: June 21, 2021

As industry players look to provide the next generation of IoT connectivity, two different standards have emerged under release 13 of 3GPP – CAT-M1 and NB-IoT.

Read more

IoT and home automation: What does the future hold?

Posted on: June 10, 2020

Once a dream, iot home automation is slowly but steadily becoming a part of daily lives around the world. In fact, it is believed that the global market for smart home automation will reach $40 billion by 2020.

Read more

ICP DAS partners with IoT software provider Exosite to introduce “ExoWISE” solution

Posted on: January 18, 2022

Taipei Taiwan. Jan. 16, 2022 – ICP DAS, a  manufacturer of industrial automation equipment, is pleased to announce the new ExoWISE solution. The creation of ExoWISE is the result of a new partnership with Exosite, an enterprise software company and a provider in the Industrial Internet of Things (IIoT) platform market.

Read more

A busy time in the world of telco IoT

Posted on: January 17, 2022

It’s been a busy period for IoT (Internet of Things) market developments that affect the evolving 5G space for telcos. Global freelance business technology journalist, Antony Savvas looks at how IoT movers and shakers could help to further evolve mobile data processing and security.

Read more