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
One of the key aspects of contact center infrastructure is its ability to streamline communication channels, allowing customers to interact with businesses through various mediums such as phone calls, emails, chat, and social media. This multi-channel approach not only enhances customer convenience but also enables businesses to cater to a wider range of customer preferences. By providing a seamless and efficient communication experience, businesses can improve customer satisfaction and loyalty.
In addition to facilitating communication, contact center infrastructure also enables businesses to gather valuable data and insights about their customers. By tracking customer interactions and behavior, businesses can better understand the needs and preferences of their target audience. This data can then be used to tailor marketing strategies, improve products and services, and enhance the overall customer experience.
Moreover, contact center infrastructure plays a crucial role in enhancing operational efficiency. By automating repetitive tasks, such as call routing and customer inquiries, businesses can streamline their processes and reduce the workload on customer service agents. This not only improves agent productivity but also allows businesses to manage peak call volumes more effectively, ensuring a consistent level of service even during high-demand periods.
Furthermore, the scalability of contact center infrastructure is essential for businesses looking to adapt and grow in a rapidly evolving market. As businesses expand their customer base or introduce new products and services, their contact center infrastructure must be able to accommodate these changes seamlessly. A flexible and scalable infrastructure enables businesses to respond quickly to changing market conditions and remain competitive in the long run.
Overall, the usefulness of contact center infrastructure cannot be overstated. In a world where customer expectations are constantly evolving, businesses must invest in the right tools and technologies to deliver exceptional customer service and support. Contact center infrastructure not only streamlines communication channels and gathers valuable customer insights but also enhances operational efficiency and scalability.
In conclusion, businesses that prioritize the development and maintenance of their contact center infrastructure are better equipped to meet the needs and expectations of their customers. By investing in the right technology and resources, businesses can create a seamless and efficient communication experience that ultimately drives customer satisfaction and loyalty. Contact center infrastructure is not just a tool; it is a strategic asset that can differentiate businesses in a crowded marketplace.
In Conclusion
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