1. Market Research
  2. > IT Services
  3. > Hosting Market Trends
  4. > The Rise of Cloud-based Omni-Channel Customer Contact

The Rise of Cloud-based Omni-Channel Customer Contact

  • December 2013
  • -
  • Frost & Sullivan
  • -
  • 19 pages

Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores

Today’s customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. “Omni-channel” strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The dividends are greater wallet share from enthusiastic customers who become brand advocates on social media, attracting new clientele.

Introduction

Today’s customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Customers also generally expect companies to know who they are if they have previously done business with them; those customers will assume the contact center and self-service systems will have recorded the information of all prior interactions. Customers will not have to repeat themselves on each interaction or when switching channels.

“Omni-channel” strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. Such an omni-channel strategy also uses customer analytics and integration with CRM and social media in order to gain insights on customers, and links to back office systems to track customer issues. The dividends are greater wallet share from enthusiastic customers who become brand advocates on social media, attracting new clientele.

Advent of Versatile Hosted Multichannel - ACDs

At the core of executing the optimal omni-channel Customer Experience are cloud/hosted multi-channel ACDs. These on-demand solutions connect customer with agent at a lower total cost of ownership, and with greater flexibility and scalability, as compared with on-premise installations. Hosting also enables companies to upgrade to new solutions more easily than the traditional “rip-and-replace” method of changing on-premise software. It also provides companies with strengthened business continuity/disaster recovery capabilities through the locating of applications and data off-site in protected facilities with multiple voice, data, and power backup.

The hosted ACD platforms now include IVR and outbound dialing. They also increasingly provide chat, mobile, SMS/text, and social media support, along with customer analytics, call recording, and workforce management (WFM) software, referred to by Frost & Sullivan as agent performance optimization (APO). In addition, hosted ACDs often have integrations with CRM solutions. Vendors have also paid careful attention to ensuring the reliability and security of cloud delivery.

As a result, the hosted value proposition is proving to be so strong that for the first time, Frost & Sullivan estimates that the combined 2013 annual revenues of hosted ACD, email, and chat, or inbound contact routing (ICR), have surpassed on-premise ICR. Frost & Sullivan also forecasts that the gap will widen, from $X million in 2013 to $X billion in 2017 for hosted ICR solutions and from $Xmillion to $X million for on-premise ICR solutions.

Market demand has driven more on-premise ACD OEM vendors to directly offer their solutions in the cloud, as opposed to their past approach of selling solutions to third-party hosting firms. Indeed, over the past 18 months, Aspect and Genesys Telecommunications Laboratories (Genesys) have joined Interactive Intelligence and Noble Systems in going to the cloud. In addition, Genesys has acquired third party ACD firm Echopass, which uses the Genesys solution. At the same time, more technology dealers, like value-added resellers (VARs), have begun to offer cloud ACD solutions.

This is not to say that hosting is the best delivery method for every company. Most contact centers will continue to have on-premise ACDs for some time. But when these on-premise applications become obsolete, more likely than not, on their way out they will meet cloud-based replacements.

Table Of Contents

The Rise of Cloud-based Omni-Channel Customer Contact
Table of Contents

Introduction 3
Advent of Versatile Hosted Multichannel ACDs 4
Expanding Hosted ACD Capabilities 5
Growth of Omni-Channel Chat 6
Summary and Recommendations 8
Representative Vendor Profiles 9
Omni-Channel Hosted Routing Case Studies 13
Legal Disclaimer 18
The Frost and Sullivan Story 19

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Ahmad

+1 718 618 4302

Purchase Reports From Reputable Market Research Publishers
The Software-controlled networking: worldwide forecast 2016–2020

The Software-controlled networking: worldwide forecast 2016–2020

  • $ 7999
  • Industry report
  • November 2016
  • by Analysys Mason

"Total spending in the cloud computing, network function virtualisation and software-defined networking markets will grow from USD7 billion in 2015 to USD28 billion in 2020, at a CAGR of 32%." Communications ...

Cloud Storage Market by Solution, Service, Deployment Model, Organization Size, Vertical & Region - Global Forecast to 2021

Cloud Storage Market by Solution, Service, Deployment Model, Organization Size, Vertical & Region - Global Forecast to 2021

  • $ 7150
  • Industry report
  • September 2016
  • by MarketsandMarkets

“Factors such as growing demand for hybrid cloud storage, increasing need for enterprise mobility, and the need for reduced infrastructure cost are driving the cloud storage market” The cloud storage ...

Cloud Billing Market by Type, Providers, Application - Global forecast to 2021

Cloud Billing Market by Type, Providers, Application - Global forecast to 2021

  • $ 7150
  • Industry report
  • August 2016
  • by MarketsandMarkets

“Growing demand for billing operations, centralized and convergent billing solutions and the need for lower capital and operating expenditure are driving the cloud billing market” The cloud billing ...


ref:plp2013

Reportlinker.com © Copyright 2016. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.