Customer Experience (CX)-Focused Contact Center Routing in North America, 2017

Evolving Customer Requirements, New Technologies, Changing Markets Drive Change

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Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversations, and engaging with other agents or staff. Customers have increased marketplace power from real-time knowledge of products and sellers, and their reputations. They also benefit from slow economic, income, and population growth that makes every profitable buyer valuable. Customers’ social comments impact other customers’ loyalty and purchases.As a result, compani

Table of Contents

Customer Experience (CX)-Focused Contact Center Routing in North America, 2017Executive SummaryKey FindingsCEO’s PerspectiveMarket OverviewTop Contact Routing TrendsMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Market RestraintRestraints ExplainedRestraints Explained (continued)Restraints Explained (continued)Key Factors Impacting Routing Buying DecisionsGrowth Opportunities and Calls to ActionGrowth Opportunity 1—Agent Process AutomationGrowth Opportunity 2—Canadian MarketGrowth Opportunity 3—Chatbots/Virtual Assistants (VAs)Growth Opportunity 4—Informal Agent (IA) SupportGrowth Opportunity 5—Internet of Things (IoT)Growth Opportunity 6—VideoGrowth Opportunity 7—WebRTCStrategic Imperatives for Routing Solution VendorsFeatured Contact Routing Vendor Profiles8x8AvayaCiscoFive9GenesysinContact (NICE)NuanceShoreTelVonage BusinessWindstreamThe Last WordThe Last Word—5 PredictionsConclusionConclusionLegal DisclaimerAppendixAdditional and Related Sources of Contact Routing InformationAbbreviations and Acronyms UsedThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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