CCaaS demand to push market to $19.8bn by 2031
The Contact Center as a Service (CCaaS) market was worth $4.3 billion in 2021, and is estimated to reach $19.8 billion by 2031, growing at a CAGR of 16.8% between 2022 and 2031. That’s according to a new report published by Allied Market Research, Contact Center as a Service (CCaaS) Market, which says the automatic call distribution […]
Business intelligence to support a post-pandemic mindset
The ‘management versus employee’ battle on WFH continues – but have managers recognised why hybrid working has become such a problem? Without face-to-face interaction, remote workers have far less trust in the information provided by distant colleagues – or distant business partners/ suppliers/ customers. And that is leading to a breakdown in relationships across the […]
Learn from the best at next week’s Contact Centre & Customer Services Summit
There are just three free spaces left to next week’s Contact Centre & Customer Services Summit – 12th & 13th September at the Radisson Blu Hotel Manchester Airport. The two days consist of connecting with like-minded peers, benchmarking new suppliers for your upcoming projects based on your interests and needs, as well as a seat […]
NICE CXone now available natively on Azure
NICE has expanded its partnership with Microsoft, delivering CXone on Azure to create what it says will be frictionless, personalised digital customer experiences. NICE has received Top Tier status, Microsoft’s highest level partner designation, for Azure IP Co-sell driving deeper collaboration and a strong go-to-market momentum. The partnership leverages the power of CXone to help organizations […]
Data shows customer service has power to make or break corporate reputations
Good customer service is the most powerful tool a business has when it comes to improving and maintaining its reputation, new research has found. As part of its Make Every Conversation Count report, FM Outsource asked 1,000 people for the factors that are most likely to have a positive impact on their perception of a […]
SMS rises up the ranks for customer communications, but are retailers are missing out on mobile?
A Wunderkind survey of over 2,000 UK shoppers has revealed that while email remains the dominant channel for consumers, with 84% saying they find it the most convenient channel for communicating with retailers during the buying journey, a third (32%) say they now find text just as convenient – an increase of 6 percentage points […]
Do you specialise in Knowledge Management for Contact Centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Knowledge Management […]
Brands moving to digital interactions ‘leaving older consumer behind’
Older consumers are being left behind when businesses digitise their customer facing operations, requiring organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity. Findings in research by Twilio reveal that while UK consumers over 65 hold significant digital shopping power, with 76% relying on online shopping, only 12% feel understood […]
Tech giants exploring possibilities of the metaverse for customer experience
Capgemini and Unity have joined forces to help organisations explore and seize business opportunities and benefits of immersive and metaverse experiences across industries. Unity, a specialist in real-time 3D and immersive experiences, will enhance Capgemini’s capabilities from customer and employee experience (CX/EX) strategy and design to front-end development and integration. With its global footprint, its deep industry […]
Getting to know you: Paula Constant, Woven CEO
With a creative workforce, tech know-how and a bespoke approach, Woven is transforming customer-services. We caught up with CEO Paula Constant to find out more about the secrets of the company’s success… Woven is on a mission to deliver excellent customer service. They provide a range of premium companies with bespoke people- and technology led […]
