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

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
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!