Numbers don’t lie: A look into what 2019 holds for contact centers* February 13, 2018Contact centers across the globe are changing their operational models – and it is happening quickly! Although it may feel like 2017 was yesterday, 2019’s forecast for customer interactions are predicted to be over half via channels other than voice. And while omni-channel has been driving conversations across most of the I.T. world for the better part of the last 10 years, the results of Deloitte’s Global Contact Center Survey in 2017 proved the migration toward a truly dynamic multi-channel environment is still very much evolving as we look into 2019. Their prediction: “Contact centers will require improved talent models and enabling technologies to manage the more complex interactions across diverse channels.” The numbers don’t lie. Let’s take a look at a few: 1. 56% believe they will see an increase in interaction complexity While the demise of phone interactions has been long predicted, a clear predecessor hasn’t been determined yet; however, SMS (up 4%), Social Media (up 5%) and Chat (up 10%) are all expected to increase. Will one of them be the clear winner or will video chat be utilized more than expected? 2. 66% are willing to sink their cash into advanced analytics capabilities As interaction channels increase, contact centers are looking for technology to merge data between channels and operational systems into a single analytics solution. 3. 62% believe the biggest obstacle to realizing intended ROI is integration with existing systems How can companies leverage existing systems, but still manage to keep up with the evolving technologies in order to access accurate data and ultimately deliver a seamless omni-channel experience? Well, this one is kind of our “niche.” We’ve been telling people since 1995 that we utilize the CRM they are already using, and “amp” it to essentially expand where its limitations are by syncing the data with their communication channels. Head on over to our Microsoft Dynamics solution page to see how we do it. *Numbers based on Deloitte’s Global Contact Center Survey 2017 Mariah MaysMariah spends her days in Illustrator and marketing stat spreadsheets at AMC Technology. She enjoys summer days outdoors, exploring the food scene in RVA and spending time with her husband, son and dog.