Virtualisation on the Increase

38% of organisations now rely solely on virtualised contact centres.

The findings, which form part of the 12th edition of the UK Contact Centre Decision-Makers’ Guide, show that smaller organisations use mostly stand-alone solutions (67%) versus virtualised contact centres (33%), and medium-sized organisations use virtualised solutions the most (46%), while 54% of large organisations use a mixture of virtualised and stand-alone contact centre infrastructure.

Another key finding within the report, which has been sponsored by Interactive Intelligence, is that 87% of contact centres now use interaction recording to improve quality, as well as customer satisfaction and loyalty. This news follows studies by ContactBabel which show that improving customer satisfaction is the primary focus of UK contact centres.

“The report is incredibly valuable for all players in the market as it provides a clear, overall view of the contact centre industry, trends currently affecting it and what we can expect in future,” said Dave Paulding, Regional Sales Director UK, Middle East at Interactive Intelligence.

“This year’s report indicates major movements towards making omni-channel customer contact a reality, a big jump in the use of analytics, and a growing determination to put the customer at the centre of things despite the difficulties sometimes involved with re-engineering business processes, legacy technology and the ingrained business culture,” said Steve Morrell at ContactBabel.

For information about Interactive Intelligence, visit their website.

The full report, containing 335 pages and 142 graphs and tables, is available free of charge from the ContactBabel website.