Contact center communications have evolved from traditional landline calls to unified communications technologies such as ACD, predictive dialer, call recording, interactive voice recording, and more. Of late, contact centers have also started leveraging the power of online chat and social media-based communications technologies.
In a survey that is designed to identify the importance of these communications technologies in contact centers, Noble Systems (News - Alert), a provider of unified contact center technology solutions, has found that phone calls continue to represent the majority of customer service traffic
More than 70 percent of respondents who participated in the survey from over 500 contact center operations indicated that voice service is still the main channel of communications between a contact center and its customers.
Further, 70 percent of these respondents also indicated they expect telephone communications to remain the primary customer contact channel for the foreseeable future. Dialer technology helps to dramatically improve efficiency when utilizing the telephone to keep in constant touch with both current and prospective customers.
The survey result confirms the recent research that demonstrates consumers’ continued reliance on phone calls. Recently, the American Express (News - Alert) 2011 Global Customer Service Barometer found that more than 90 percent of consumers prefer to resolve their customer service issues using the telephone.
“We've seen an increase in customer interest in our multi-channel contact technologies as a result of the changing communications landscape. However, as the survey results clearly show, voice communications continue to play the central role in the contact center,” said Sian Ciabattoni, marketing director of Noble Systems EMEA, in a statement.
Noble Systems provides both premise-based and hosted contact center offerings. The scalable, integrated solutions from Noble include ACD and predictive dialer; unified contact processing for voice, e-mail, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools.
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Edited by Jamie Epstein