Thursday, 18 January 2018

New Research: Service Providers need to be constantly searching for new revenue streams

London: Cavell has the immediate availability of a new report providing the results of research into the Service Provider opportunity provided by Contact Centre and Contact Centre like services.



To stay ahead in the market, Service Providers need to be constantly searching for new revenue streams, new markets and ways to generate pull through business for their already deployed services. This research examines how all of these requirements can be addressed with the adoption of contact centre, and contact centre like services.  

Cavell’s research indicates that intelligent customer interaction and the increased customer satisfaction and cost savings from improved efficiency and productivity are key requirements for the modern evolving Enterprise. This means that services that enable these requirements are going to be in high demand from Service Providers in 2018. Contact Centers and related capabilities such as call recording, analytics and specialist IVR services are all going to be hot offerings for Service Providers as well as the introduction of bots and AI into more advanced services.

This report looks at the segmentation of the Contact centre market and describes the options available to service providers from point solutions to full deployment of cloud based contact center services. It includes information on who’s who in the market and a summary of what they offer, enabling service providers to make informed decisions on the benefits of offering contact center services, who they should approach to enable them to do so and the options available to them. Solutions range from reselling single services to deploying fully integrated omni-channel services providing a single pane of glass view of all customer interactions including inbound calls, social media, messaging and emails.



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