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buying trends

Digital Customer Engagement: 2020 buying trends revealed

960 640 Stuart O'Brien

Online Live-Chat Systems, Self Service and VoC Programmes top the list of solutions the UK’s leading digital customer engagement professionals are sourcing in 2020.

The findings have been revealed following the recent Digital Customer Engagement Summit, where delegates registering to attend the event were been asked which areas they needed to invest in during 2020 and beyond.

Nearly 50% are looking to invest in Online Live-Chat Systems and Self Service.

Just behind are VoC Programmes (55.4%), Multichannel Survey Tools (42.9%), Voice Analytics Technology (42.9%) and AI Applications (41.3%).

% of delegates at the Digital Customer Engagement Summit sourcing certain products & solutions (Top 10):

Online Live-chat Systems 47.6%
Self Service 47.6%
VoC Programmes (voice of the customer) 44.4%
Multichannel Survey Tools 42.9%
Voice Analytics Technology 42.9%
AI Applications 41.3%
Social Media Monitoring & Mgmt 39.7%
Text Analytics Software 33.3%
Predictive Routing Technology 30.2%
Business Intelligence Solutions 27.0%

To find out more about the Digital Customer Engagement Summit, which takes place on October 13th, visit https://contactcentresummit.co.uk/digital-customer-engagement-summit.

Contact & customer service centres: 2020 buying trends revealed

960 640 Stuart O'Brien

Agent Coaching & Monitoring, Artificial Intelligence and Call Centre Technology top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2020.

The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit which takes place on April 27th & 28th at the Radisson Blu, London Stansted.

Delegates registering to attend the event have been asked which areas they needed to invest in during 2020 and beyond.

A significant 60% are looking to invest in Agent Coaching & Monitoring, with 58% sourcing AI solutions.

Just behind were Call Centre Technology (49%), Staff Incentives & Motivation (46%), Web Self Service/Web Chat (42%) and Call Handling (40%).

% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Agent Coaching & Monitoring – 60%
Artificial Intelligence – 58%
Call Centre Technology – 50%
Staff Incentives & Motivation – 46%
Web Self Service/Web Chat – 42%
Call Handling – 40%
Multi-Channel Comms/Integration – 40%
Training & Development – 40%
Staff Wellbeing – 38%
IVR – 36%

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

Buyer Trends

Artificial Intelligence tops 2018 contact centre buying trends

960 640 Stuart O'Brien

Artificial intelligence, multichannel communications and web self-service/web chat top the list of solutions the UK’s leading call centre professionals are sourcing in 2018.

The findings have been revealed by the Call Centre & Customer Services Summit after delegates attending the event were asked which areas they needed to invest in during 2018 and beyond.

39% were looking to invest in AI, with 37% sourcing Multi-Channel Communications/Integration solutions. Just behind were Web Self Service / Web Chat, Call Centre Technology and products that offer a Single View of the Customer.

“It’s no surprise that AI tops the list of areas our delegates were most interested in,” said Call Centre & Customer Services Summit Event Manager Gayle Buckland. “But the full table provides a valuable insight into trends within the customer service sector.”

% of delegates at the Call Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Artificial Intelligence – 39%
Multi-Channel Communications/Integration – 37%
Web Self Service / Web Chat – 37%
Call Centre Technology – 35%
Single View of the Customer – 33%
Social Media – 33%
Agent Coaching and Monitoring – 31%
Analytics – 31%
Virtual Call/Contact Centres – 31%
Display Boards – 30%

To find out more about the Call Centre & Customer Services Summit, visit www.contactcentresummit.co.uk.