Dimension Data > Collaboration > Global Contact Centre Benchmarking Report: Technology Impact

Global Contact Centre Benchmarking Report: Technology Impact


On 31 October, Dimension Data launched our 2012 Global Contact Centre Benchmarking Report. Now in its 15th year, the Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive research study of its kind.

You can access the report through the CC Benchmarking microsite.

On our blog, we’ve share with you a series of posts, giving you insight into our learnings around how the contact centre has evolved and the related customer, business and technology impact. If you missed our previous posts, you can access them here:

Customer Impact: the Customer Revolution
Business Impact: Self-service in need of some self-help

Technology Impact: Cloud and the contact centre is a compelling story, but…

The unprecedented pace of technological change, coupled with maturing customer service expectations, is driving a transformation in the way that organisations source, implement, manage and support technology in contact centres. This change is less about the capabilities of the new technology, than about the infrastructure’s ability to deliver the highest levels of availability, flexibility, agility and mobility.

The big challenge for many contact centres is that they’re already wrestling with ageing technology – which is expensive to maintain and upgrade – while facing increasing pressure to deliver customer service through multiple channels and customer contact points. Organisations will need to find new ways to fund technology investment and upgrades.

Given the complexity of existing technology environments, it’s not surprising that this year’s research results show ‘Integration’, ‘Lack of flexibility’ and ‘Upgrades too expensive’ as the topmost common technology challenges being experienced in today’s contact centres.

Further complicating the mix is a progressive move away from applying a dedicated contact centre technology strategy to be incorporated into the wider enterprise customer management strategy (now at 66.8%).

Already, 30.4% of contact centres report they have no, or only a limited, involvement in the design of business requirements?for new technology solutions. For ‘Sourcing’, it’s 40.2%, as the enterprise technology strategy takes hold. These results clearly highlight an industry transition point in terms of accountability and responsibility for contact centre business requirements and the sourcing of technology.

Hence, there’s a real danger that the specific needs of contact centres may be lost. Just 59% of participants believe their current core infrastructure components (which include CRM, computer telephony integration, routing, self-service and workforce optimisation) meet their current needs while, for future needs, this figure drops to a worrying 13.8%.

Investment for upgrades and enhancements are harder to authorise and are driving the need to consider alternative sourcing models for specific functionality. Flexible, cost-efficient ‘pay-as-you-use’ models are trending and cloud is on the radar.

The deployment of IP has progressed well and traditional IP-based contact centre functionality is enjoying a seemingly higher level of success in meeting current and future needs at 64.7% and 13.5% respectively.

Flexibility and compliance with enterprise-wide technologies are seen as the main benefits of IP-based solutions and many organisations are beginning to recognise the benefits of cloud. The latter has doubled in its importance from the 2011 results… but many organisations first need to find ways to use, re-use and upgrade existing technologies. Any cloud migrations will likely be gradual and with appreciation that cloud is not an all-or-nothing decision.


For more information on the report, click here.