According to a new research report that was released today by Information Services Group (ISG) (Nasdaq: ISG), a growing number of businesses in Europe are achieving improved customer engagement through cloud contact centers as consumer behaviours, work modes, and relevant technologies evolve. III), a global leader in technology advisory and research.
The European market for cloud contact centers is booming, according to the 2022 ISG Provider Lens TM Contact Center as a Service – CX report for Europe and the UK. These benefits include scalability, security, agent productivity, and cost and time savings.
"Great customer experience is the key to achieving that goal," stated Jan Erik Aase, partner and global leader of ISG Provider Lens Research, "every industry is focused on customer retention." Companies can access the cutting-edge customer experience capabilities they need to keep up with shifting markets through the cloud."
According to the report, reaching customers through seamless conversations across multiple channels has emerged as an essential component of customer service in the wake of the COVID-19 pandemic. At the same time, the rise of hybrid and remote work has made it harder to maintain a positive, ongoing relationship with contact center employees, which can make a big difference in providing high-quality customer service.
According to ISG, businesses in Europe and the United Kingdom are distinguishing themselves by utilizing new features that are a part of numerous CCaaS offerings and are frequently powered by advanced AI and machine learning. Chatbots and other persona-based technologies for automated issue resolution are examples of these. New approaches to enhancing the performance and experience of contact center employees are provided by gamification, SLA/KPI monitoring, and automated coaching.
Wayne Butterfield, partner at ISG Automation, stated, "Continuous improvements in AI are giving enterprises more confidence in what it can do." More and more contact centers are utilizing AI to ingest massive amounts of data to complement human capabilities and direct queries to the most qualified agent whenever necessary."
According to the report, social media is becoming an increasingly important channel for European brands to engage with existing customers and reach new ones. Businesses are taking advantage of a growing number of tools provided by service providers for tasks like community management, content moderation, and 24-hour monitoring and interaction.
The report also looks at other CCaaS trends in the region, such as service provider mergers and acquisitions and the rise of customer experience as a top concern for C-level management.
The capabilities of 21 providers are evaluated in one quadrant in the 2022 ISG Provider LensTM Contact Center as a Service – CX report for Europe and the United Kingdom: Service-based contact center (CCaaS)