Monday Morning Impact – October 26

Published On: October 26, 2020Categories: Buzz, Uncategorized

Study: Contact Center Intelligence Market Rise Sharply

The global contact center intelligence market size was valued at USD 1.07 billion in 2019 and is expected to grow at a compound annual growth rate (CAGR) of 23.5% through 2027, according to Grand View Research. The rising profile of Artificial Intelligence (AI)-based solutions is a key driver, according to the report. AI assistance helps to personalized customer support while improving call deflection rates, reducing agent training costs, and achieving shorter handling times.

The intelligent Interactive Voice Response (IVR) system segment led the market and accounted for more than 45% share of the global revenue in 2019. The IVA segment is expected to register the highest CAGR over the forecast period. With businesses going digital, customers are preferring online interaction tools over telephone conversations with the agents, thereby creating growth opportunities for the IVA segment over the forecast period.

The integration and deployment segment dominated the market and accounted for more than a 40% share of the global revenue in 2019. The integration and deployment segment is expected to continue its dominance over the forecast period as enterprises are putting a strong emphasis on improving the productivity of contact centers and enhancing customer service experience.

The managed services segment is anticipated to register high growth over the forecast period. Managed services for AI-based contact centers help businesses in managing complex multi-vendor infrastructure so that in-house agents can focus on revenue-generating projects, such as customer services.

North American region dominated the market and accounted for over 30% share of global revenue in 2019. Organizations, particularly in the U.S., have leveraged deep learning, AI, and ML technologies to stay ahead in the market as a part of their ongoing business strategies.

Channel Impact®
The data reflect a huge channel opportunity in this market segment as AI and ML become increasingly embedded in the contact center market – particularly CCaaS.

BT Expands Digital Workplace Portfolio with Zoom

BT today is expanding its portfolio of video collaboration services with the addition of Zoom Meetings. Through the agreement, BT can offer a fully managed Zoom Meetings service featuring a choice of connectivity and integration with its global voice network. Zoom Rooms, an extendable software-based conference room system, is also included in the agreement between the two companies.

Connectivity choices include internet, global SIP, PSTN or MPLS. BT also offers encryption, MPLS, dedicated network gateways and user education programs.

“We chose BT as a global managed service partner because it’s a trusted and established leader in the world market with in-depth enterprise voice, video, security, cloud and networking expertise,” said Ryan Azus, Zoom’s chief revenue officer. “This partnership will also expand Zoom’s global footprint and enterprise sales capabilities.”

“Our new managed service allows global enterprises, typically with complex network and IT infrastructure, to consume Zoom Meetings in a simple, consistent and secure way with optimized experiences for their people around the world,” said Andrew Small, global portfolio director at BT.

BT Group serves customers in 180 countries with a range of fixed voice, mobile, security, and broadband products and services.

Channel Impact®
The new agreement with Zoom allows BT to offer a video/collaboration managed service with integrated networking.

Fulcrum Introduces Partner Program to Support Digital Transformation

Fulcrum, a St. Petersburg, Florida-based company focused on data collection, workflow automation, and analytics for mobile teams, has rolled out  “Fulcrum Leverage.” The new partner program will enabe companies across the mobile workforce solution ecosystem to leverage the company’s no-code SaaS platform to help end customers streamline data collection, automate workflows, and obtain data-driven insights related to key performance indicators.

Fulcrum Leverage partners can integrate Fulcrum into their existing solutions portfolio to add additional revenue streams while facilitating the work of mobile teams.

Partners gain access to tools, technology, training, priority support, and go-to market resources.

“We are excited to introduce the Fulcrum Leverage Partner program to make it easier for our partners and their end customers to build and deploy solutions based on Fulcrum quickly and cost effectively without code, said Jim Grady, CEO of Fulcrum. “The Fulcrum Leverage partner ecosystem will play a vital role in empowering mobile workforces through simple data collection, intelligent automation, and analytics.”

Channel Impact®
Partner organizations can develop and deploy solutions for mobile workforces by harnessing the Fulcrum SaaS platform to streamline mobile data collection, automate workflows, and provide data-driven insights into team performance.

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