Are you looking to add Contact Center Infrastructure (CCI) to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Contact Center Infrastructure (CCI) statistics of 2024.
My team and I scanned the entire web and collected all the most useful Contact Center Infrastructure (CCI) stats on this page. You don’t need to check any other resource on the web for any Contact Center Infrastructure (CCI) statistics. All are here only 🙂
How much of an impact will Contact Center Infrastructure (CCI) have on your day-to-day? or the day-to-day of your business? Should you invest in Contact Center Infrastructure (CCI)? We will answer all your Contact Center Infrastructure (CCI) related questions here.
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On this page, you’ll learn about the following:
Best Contact Center Infrastructure (CCI) Statistics
☰ Use “CTRL+F” to quickly find statistics. There are total 24 Contact Center Infrastructure (CCI) Statistics on this page 🙂Contact Center Infrastructure (CCI) Market Statistics
- By having a 360 degree view of the customer, the feedback is also considered across all means of contact and not just siloed according to contact type or the data the sales and marketing team uses. [0]
- The global Contact center software market size is expected to grow from USD 24.1 billion in 2020 to USD 75.5 billion by 2026, at a Compound Annual Growth Rate of 20.9% during the forecast period. [1]
- According to preCOVID 19 growth data, the market’s CAGR should have been ~25.0%. [1]
- The global contact center software market size was valued at $18,700 million in 2019, and is projected to reach at $72,042 million by 2027, growing at a CAGR of 18.9% from 2020 to 2027. [2]
- The market is concentrated with major players consuming 40–50% of the share. [2]
Contact Center Infrastructure (CCI) Software Statistics
- The global Contact center software market size is expected to grow from USD 24.1 billion in 2020 to USD 75.5 billion by 2026, at a Compound Annual Growth Rate of 20.9% during the forecast period. [1]
- The global contact center software market size was valued at $18,700 million in 2019, and is projected to reach at $72,042 million by 2027, growing at a CAGR of 18.9% from 2020 to 2027. [2]
- For instance, as per the the NICE inContact survey, 66% contact center decision makers across three global regions whose companies are not using cloud based contact center software have planned to accelerate their move toward cloud as a result of the pandemic. [2]
Contact Center Infrastructure (CCI) Latest Statistics
- 62% plan to implement a cloud contact center within the next 18 months. [3]
- 53% of contact centers report into a Customer Experience Executive 70% experience a reduction in call volumes when chatbots are deployed Artificial intelligence in the contact center. [3]
- Wix built a sentiment analysis solution that expanded their customer sentiment visibility from 12% to 100%. [4]
- Frequently Asked Questions Contact Center Infrastructure Software Market was valued at USD 19.5 Billion in 2020 and is projected to reach USD 55.6 Billion by 2028, growing at a CAGR of 13.92% from 2021 to 2028. [5]
- 80% of fortune 2000 companies rely on our research to identify new revenue sources. [1]
- According to Cisco Contact Center Global Survey 2020, over 80% of the respondents are considering data analytics, bots, and AI robotic automation to be an important function of contact centers. [1]
- According to the 2017 State of Global Customer Service Report by Microsoft, 43% of the surveyed young age professionals use mobile phones or tablets to start a customer service interaction. [1]
- Similarly, according to the October 2016 State of the Connected Customer Report by Salesforce, 60% of the business buyers and 43% of the consumers stated that it was very important to receive in app mobile support from companies they do business with. [1]
- According to the survey, 19% of respondents suffered from cloud cyberattacks and are concerned about storing information in the cloud. [1]
- IBM witnessed a 40% increase in their traffic to Watson Assistant from February to April 2020. [1]
- According to 2021 Voice Intelligence and Security Report by Pindrop, contact center call volumes jumped over 800% from normal levels in the second quarter of 2020. [1]
- Also, in the last quarter of 2020, call durations were up 14% when compared to the preCOVID. [1]
- According to the 2019 State of Call Center Authentication survey, 54% of respondents wanted to complete the authentication before answering the calls. [1]
- This has led to absenteeism dropped from 62% to 5% as well as. [2]
- daily calls per team rose from 1300 to 1800, a 38% increase in productivity. [2]
- For instance, as per recent studies, about 50% of call center firms are expected to move to cloud in 2020. [2]
I know you want to use Contact Center Infrastructure (CCI) Software, thus we made this list of best Contact Center Infrastructure (CCI) Software. We also wrote about how to learn Contact Center Infrastructure (CCI) Software and how to install Contact Center Infrastructure (CCI) Software. Recently we wrote how to uninstall Contact Center Infrastructure (CCI) Software for newbie users. Don’t forgot to check latest Contact Center Infrastructure (CCI) statistics of 2024.
Reference
- ptpinc – https://www.ptpinc.com/enterprise-cx/integrating-content-center-crm-bridges-cx-gap/.
- marketsandmarkets – https://www.marketsandmarkets.com/Market-Reports/contact-center-software-market-257044641.html.
- alliedmarketresearch – https://www.alliedmarketresearch.com/contact-center-market.
- cisco – https://www.cisco.com/c/en/us/products/contact-center/index.html.
- amazon – https://aws.amazon.com/machine-learning/ml-use-cases/contact-center-intelligence/.
- verifiedmarketresearch – https://www.verifiedmarketresearch.com/product/contact-center-infrastructure-software-market/.
How Useful is Contact Center Infrastructure
First and foremost, contact center infrastructure improves the overall customer experience. By providing customers with multiple communication channels, organizations can cater to different preferences and needs. This ensures that customers have a seamless experience when reaching out for help or information, leading to higher customer satisfaction levels. With features such as call routing and routing algorithms, customers can be efficiently directed to the right agent, improving response times and resolution rates.
Additionally, contact center infrastructure enables organizations to gather valuable data and insights into customer interactions. By monitoring and analyzing customer interactions, businesses can identify trends, pain points, and areas for improvement. This data can be used to optimize processes, develop new products or services, and personalize customer experiences, ultimately leading to increased customer loyalty and retention.
Moreover, contact center infrastructure plays a crucial role in improving operational efficiency within organizations. By automating routine processes and repetitive tasks, agents can focus on more complex and value-added interactions. Advanced features such as interactive voice response (IVR) systems and chatbots can handle basic customer inquiries, freeing up agents to handle more complex issues. This not only improves agent productivity but also reduces waiting times for customers, leading to higher customer satisfaction levels.
Another key benefit of contact center infrastructure is its scalability and flexibility. As businesses grow and evolve, their customer service needs change as well. Contact center infrastructure can adapt to these changes seamlessly, allowing organizations to scale up or down based on demand. Whether it’s adding new communication channels, expanding agent capacity, or integrating with other systems, contact center infrastructure provides the flexibility to meet evolving customer service requirements.
In today’s fast-paced and competitive business environment, providing exceptional customer service is more important than ever. Contact center infrastructure is a powerful tool that enables organizations to deliver superior customer experiences, drive operational efficiency, and adapt to changing customer needs. With its ability to streamline communication processes, gather valuable insights, and improve agent productivity, contact center infrastructure is indeed a crucial component of modern customer service operations.
In conclusion, the usefulness of contact center infrastructure cannot be understated. It serves as the foundation for effective customer service, enabling organizations to deliver exceptional experiences, drive operational efficiency, and stay competitive in today’s dynamic business landscape. Ultimately, contact center infrastructure is a valuable investment that can bring substantial benefits to organizations looking to enhance their customer service capabilities.
In Conclusion
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