Contact Center Solutions Featured Article

CoreMatrix Reports Growth in Innovative Contact Center Solutions for Customer Service

January 04, 2013

Just like their trusted customers, contract centers strive to remain a proactive force by keeping pace with the changing times – specifically, by controlling their operational assets. Essentially, many contract centers are investing in new technologies in order to provide better customer service.

One company, CoreMatrix (News - Alert), a cloud computing consulting company, has been faring very well, as it recently revealed that it is experiencing an increase in demand from customers for innovative contact center solutions that incorporate social and other interactive capabilities.

According to a recent report from Global Industry Analysts, the need for efficient customer service will spur growth in the global contact center market to $337.8 billion worldwide by 2018.

 Additionally, research firm Gartner adds that by 2013, at least 75 percent of customer service centers will use some form of Software-as-a-Service (SaaS (News - Alert)) application as part of the contact center solution.

Companies have absorbed the fact that today customers have more choices than ever in virtually every product and service category. Customers can access a wealth of product information and reviews online and via social networks to interact with a company whenever and however it is most convenient for them.

Paul Nix, co-founder of CoreMatrix, elaborated in a statement, "We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors, today's advanced cloud-based solutions allow organizations to deliver innovative service and support to customers – when and how customers want it.”

Nix added that organizations must now also provide multi-channel customer service, including social, chat, knowledge forums and customer self-service, along with traditional phone and e-mail service options. Multi-channel customer service is quickly gaining prominence, and will only continue to this year.

In addition, all customer history data across all channels must be integrated and available instantly to customer service agents, who also require social tools to collaborate with each other on customer service issues.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Allison Boccamazzo

Article comments powered by Disqus

Related Contact Center Solutions Articles

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!