Contact Center Industry Stats – Technology


Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center.


Contact Center Technology Statistics:

86% of consumers are willing to pay more for an upgraded experience.

60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. 44% of agents lack the tools that are available to them and 34% believe they don’t have the right customer data available at the time of request. (Calabrio)


56% of TMT Companies are planning to invest in AI (Deloitte)

Gartner predicts that Global AI business value to reach US$1.2 trillion in 2018. Customer experience (CX) is the primary source of derived business value, as organizations see value in using AI techniques to improve every customer interaction, with the goal of increasing customer growth and retention. CX is followed closely by cost reduction, as organizations look for ways to use AI to increase process efficiency to improve decision making and automate more tasks.

Bots and Chatbots:
Gartner predicts that by 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development

Robotic Process Automation (RPA):
33% of Contact Centers plan to invest in robotics and process automation in the next 2 years (Deloitte)

In just a year, the figures of those who have implemented process automation in their Contact Center has risen from 36.3% to 39.1%. (Call Centre Helper)

Automated Calls:
Automated calls have long plagued consumers; however, the volume has skyrocketed in recent years, reaching an estimated 3.4 billion in April alone. Robocalls are a thorny problem to solve. Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers.
Complaints about telemarketers and scammers have steadily increased in recent years, with robocalls identified in the majority of cases.

Automated calls are increasing because they are cheap and easy to make. The Federal Trade Commission, which oversees the Do Not Call Registry, said there was 4.5 million complaints about robocalls in 2017, more than double the 2.18 million complaints logged in 2013.
(NY Times)

Most Contact Centers Have Not Moved to the Cloud – But It Won’t Be Long

Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. But almost three times the number are either in-process, in-planning or considering implementation.

This leaves just 40.9% of Contact Centers that are not considering the transformation from an on-premise solution. (Call Centre Helper)

Cloud Uptake Is Set to Rise Rapidly in the Near Future

While only 21.0% of those surveyed operate in a cloud Contact Center, this only tells half of the story.

In fact, over a quarter (26. 5%) have put plans in place to implement cloud technology, being either in the planning stage of operations or currently in the process of installing the technology.

An additional 11.6% are reported to be considering the cloud within the next six to 12 months.

Just 40.95% of Contact Centers are not considering cloud and instead intend to carry on using legacy-based systems.

Contact Centers Are Unsure of the Reliability of Cloud

The following findings indicate that 38.7% of Contact Centers professionals are not sure of the reliability of cloud. (Call Centre Helper)


Interaction Analysis:
The Take-Up of Interaction Analytics Is Expected to Rise

Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years.

If this were to be the case, it would fit the current trend, as the take-up of the technology has increased from 9.2% to 13.4% in the past year. (Call Centre Helper)

Interactive Voice Response (IVR):
The IVR amounts to 27% of the total call experience. However, currently only 7% of organizations offer an IVR solution that delivers a superior customer experience (CSAT) (Fusion)

Quality and Performance Management Technology:
Only 31% of companies strictly monitor the quality of relations with target customers. 67% of organizations see access to real-time or near real-time metrics as a very important capability. However, only a few companies (8%) get access to their metrics as soon as they are generated. (Fusion)

WFM Technology:
WFM/technology – Since 2015, the reported figure has risen by over a sixth, from 24.5% to 30.0%, which is particularly surprising given the increase in uptake of WFM technology. If implemented correctly, this should provide the Contact Center with an accurate figure for the number of advisors needed. (Call Centre Helper)

Some Contact Centers Are Still Using Pen and Paper to Schedule Staff – WFM
Almost one in ten Contact Centers are still using either pen and paper or whiteboards to schedule staff. (Call Centre Helper)


Stay tuned for our next Contact Center statistics post focused on WFM, CX and CSAT. 

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