Publicado en CCN

Delivering an Omnichannel Customer Experience is Pertinent to Revenue Growth in the Contact Center Market

The rising relevance of the cloud in the current business environment is prompting contact center solution providers (CCSPs) to shift from a premise-based legacy infrastructure to hosted/cloud contact centers.

Global, as well as mid-sized CCSPs such as Avaya, Genesys, Verint, NICE, Cisco, Unify, Interactive Intelligence and West Interactive, are strategically offering an omnichannel customer experience (CX) to attract business across end-user segments. A richer CX is a significant differentiator at a time when the market is becoming increasingly competitive due to the influx of market entrants and the emergence of new price points, features and business models.

Frost & Sullivan analysis, Growth Opportunities in the Hosted/Cloud Contact Center Market, finds that the market for cloud contact centers continues to increase. In addition, the study reveals that the acceleration of omnichannel and digital transformation, coupled with the C-suite demand for stronger and swifter growth, is driving technology acquisitions.     Read more


Hola! Mundoccnews somos todos los integrantes que formamos el medio digital especializado en la industria de contact centers & BPO más leído del habla hispana. Trabajamos desde hace 10 años en esto que nos apasiona, y tuvimos la suerte de recibir el Premio internacional por nuestra labor, World Quality Commitment Management, otorgado por el grupo BID en París, 2016. Le damos la Bienvenida al Blog de Callcenternews y CCN Créditos y Cobranzas