In recent times, call center software has become a necessary feature for any call center to oversee and track the performance of their employees. To enhance productivity, the software comes with a plethora of features such as call recording, quality monitoring, and agent scripting. It can be housed and distributed in two different ways – it can be deployed on-premise and transferred throughout a company network, or it can be provider-hosted and distributed over cloud.
Adoption of Call Center Software in BFSI to Remain High through 2022
Call center software can be used in various industries, including retail and consumer goods, IT and telecom, travel and hospitality, media and entertainment, banking, financial services, and insurance (BFSI), healthcare, and government. BFSI will account for a substantial share through 2022. Digitization has transformed the way players in the BFSI sector market their solutions and customers interact with organizations. Players are providing services through multiple touch points, including video, voice, social media, and online banking. Due to increasing globalization of financial services, call center software is expected to play an instrumental role in the sector. The software helps players improve customer retention and brand loyalty by offering enhanced services and managing customer queries on a real-time basis.
Healthcare is projected to register steady growth during the same period. Healthcare providers are implementing software in their call centers to improve patient services. For instance, in October 2017, Emory Healthcare implemented the call center software ProviderMatch by Kyruus into its consumer website and center to deliver consistent and efficient patient services across the enterprise. The software helps in enhancing call center efficiency by combining several separate scheduling workflows into a single solution. Retail and consumer goods will also emerge a promising end user segment through 2022.
Market Insights
Rising need to automate in-bound and out-bound operations can stoke the growth of the global call center software market. According to a report added by Radiant Insights Inc., growing inclination toward cloud-based call center software along with increasing penetration of virtualization can also augment the market. Faster scalability, deployment, and flexibility of cloud-based software is triggering their demand, which in turn is reflecting positively on overall adoption. On the flip side, lack of personnel with adequate technical knowledge, especially in developing countries, can inhibit the upward climb of the market. United States will hold a prominent position in the market, owing to early introduction and high adoption of innovative and advanced technologies.
Some of the prominent companies operating in the market are Calabrio, Inc.; PanTerra Networks; Innitel Telecom; Snapforce Technologies; and Primo Dialler.
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