Co-sponsored research by Verint and Five9 has revealed inefficiencies and opportunities within modern contact centers.
The report set out to understand the way in which organizations are meeting rising customer expectations, with a particular focus on their adoption and effective implementation of the latest AI and CX technologies.
- There’s More to the Verint Open CCaaS Platform Than Meets the Eye
- Five9 to Snap Up Aceyus for $82MN
- Five9 Expands In Europe, and Shows No Signs of Stopping
One of the biggest obstacles to positive customer experiences was shown by just under half of the 250 contact center leaders surveyed, listing managing a growing number of customer interactions as one of their top three business challenges.
Larger companies revealed that they are three times more likely to store engagement data in multiple silos. As a result of engaging customers on at least four channels, it makes the collation of data in a single hub more difficult.
Verint’s Celia Fleischaker, Chief Marketing Officer, responded to these data storage challenges: “Increased customer interaction volume and the proliferation of channels has created a massive amount of engagement data, transforming the contact center from a main source for company and product information into a goldmine of insights into consumer needs, behaviors, and customer experience challenges.
Organizational leaders need to find ways to unify and harness this data so they can deliver a more personalized and connected customer experience.
According to Verint and Five9, organizations should be striving to create a unified hub to bring all their data together.
Using this data, companies should then look to draw insights to improve their customer service experiences.
The research showed that this may not always be a straightforward step, particularly for contact center leaders from smaller organizations.
They revealed they sometimes struggle to gain meaningful insights from their engagement data.
Lacking finances could explain the source of difficulty for many of these companies, as 46 percent of smaller companies cite a limited budget as a major business challenge. Furthermore, 87 percent have the data in a single hub but reported that they do not have the funds to utilize it.
Some smaller companies with limited budgets are investing in text and speech analytics which helps to keep them better informed and generate more revenue.