Contact Center Solutions Featured Article

More than Half of German Contact Centers Lack Channel Integration

February 25, 2013

While we often take it for granted that a properly functioning contact center has integrated all its customer contact channels – telephone, Web, e-mail, brick-and-mortar store and others such as social media – this isn’t necessarily the case. As anyone who has ever had a teeth-grinding exchange with a company who doesn’t seem to know you (in any channel!) can attest, many companies still lack this critical integration of channel.

It’s even more likely if it’s a contact center in Germany. According to a new report, to be released by STRATECO and unified customer interaction solutions provider Altitude Software (News - Alert) during the CCW 2013 trade show in Berlin, the unified management of communication channels in a single platform is a reality for only 47 percent of contact centers in Germany.

Pity the customers in Germany (not to mention the contact center agents). The good news is that an additional 17 percent of German contact centers have plans to unify communications in the future.

The report, “Perspectives 2015: Status Quo and Trends in the Contact Center Market,” is based on telephone interviews completed in January with decision-makers in more than 100 contact centers all over Germany. It provides a picture of the industry and an analysis of current trends and developments concerning technology, communication channels and business processes in contact centers.

The contact center sector is the fifth-largest industry sector in Germany, and the largest contact center market in the Eurozone, with 14 billion Euros in revenue, the report found.

When it comes to social media integration in German contact centers, the picture gets even dimmer. Social media accounts only for 2 percent of all interactions in the contact center. The phone is still the first choice of customers (71 percent), followed by e-mail (14 percent) and fax (11 percent).

Finally, only 15 percent of German contact centers operate on cloud-based solutions.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!