The call center and contact center software market is booming, with an impressive outlook valued at an estimated 47 billion dollars by the year 2025. This resurgence in popularity seems to be antithetical to the idea that phones have been replaced by text messaging and messaging apps like Facebook Messenger.
However, what many people don’t always realize is that the call center software market encompasses more than just phone-based communications. Thanks to advances in omnichannel cloud software, the term “call center” actually includes other mediums of communication like email, video chat, web chat, and even SMS texts. Here are three major takeaways that illustrate why the call center software market is thriving.
Customer service has become increasingly important
Recently, for an article in the Telegraph, expert Teakaau Piho shared with a round table on digital trends that “customer-centricity is driving everything”. In an era where many brick and mortar stores are closing up shop because of the proliferation of ecommerce, customer service has become increasingly important.
If a shipping deadline is missed or an item is delivered damaged, the type of interaction a customer receives when searching for a solution can be the difference between a repeat customer or an angry Yelp review. As a result, more and more businesses are looking to beef up their front lines of customer service, calling on powerful call center software solutions that allow them to track, understand, and solve their customer’s problems with greater efficiency.
Agents are more productive than they used to be
One reason why the call center software market is thriving involves the way that various software innovations have empowered agents to become even more productive. Gone are the days of manually calling leads via phone; today’s agents use a host of powerful software features (from predictive dialers to CRM databases) to ensure that their communications are as efficient as they are effective.
One such advancement in call center software is the ability to use an automatic call distributor to boost customer satisfaction and agent productivity by pairing the best agent with the right call. Also known as ACD, automatic call distribution ensures that an appropriately skilled agent is matched with each type of communication, whether it’s via telephone, web chat, or SMS message.
This type of routing ensures that a customer’s needs are handled effectively the very first time they reach out for support, increasing the chances of a positive customer service interaction.
Call center software developers have stayed agile
Threaded throughout the two points above is an important takeaway about how software developers have remained agile as customers’ needs and buying behaviors have shifted. This goes to the heart of why the call center software market is thriving, since developers have continued to meet their clients’ needs, adding innovative features that help agents work smarter, faster, and better.
By approaching the market this way, enterprise-level clients duly reward the call center software industry by continuing to invest in its work and doubling down in their methods to improve the way they conduct business. All of this creates an ecosystem of happy parties, allowing for dynamic growth and powerful improvements to the software solutions these businesses rely on.
Thanks to an agile approach and the ability to deliver powerful features that make businesses more efficient, the call center software market is thriving. But as an industry, this list barely scratches the surface of the myriad reasons call center software continues to thrive. With a bright track record for innovation and an even brighter valuation over the next several years, it’s clear that the call center software market is here to stay.