New Altimeter Report: The Rise of the Collaborative Contact Centre

Rise of Collaborative Contact Centre

Traditional contact centres as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models with standards that are no longer applicable.

Today’s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of personalisation, immediacy, and convenience. But on-premises technologies are by design not unified, omnichannel, or real-time, and as a result fall short in an always-on, hyperconnected world.

Collaborative Contact Centre
Contact Centre 2.0: Rise of the

Collaborative Contact Centre

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A recent report from Brian Solis commissioned by RingCentral, Contact Centre 2.0: The Rise of Collaborative Contact Centres industry report, demonstrates the need for digital transformation of the established contact centre model to a truly customer-centric, modern approach.

Based on a survey of 500 knowledge workers in the US and UK, the findings outline the decline of traditional contact centres operating on-premises technologies, work siloes, and limited and dated customer channels. Instead, new cloud models enhance collaboration among experts and contact centre agents, providing first contact resolution to today’s modern customer. Companies are adopting cloud-first contact centres strategies in order to be more competitive in the market.

  • Eighty-six percent aim to complete a transition within three years to Contact Centre 2.0.
  • Sixty-one percent of companies have or plan to fully transition to the cloud.

Meeting the needs of today’s customer is more critical than ever for companies. It’s not just about delivering exceptional experiences in order to establish a competitive advantage; it’s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence. The technology is here today with the cloud, and it is creating unprecedented opportunities for experience innovation.

Learn more about how contact centre technology can create a better experience for customers and agentsLearn more

John Finch

    AuthorJohn comes to RingCentral from Dialpad where he spent 2.5 years heading up product marketing. At Dialpad, John was the 3rd marketing hire where he built a team that drove amazing growth through product messaging & positioning, sales enablement, demand programs, content, customer marketing programs, and AR. Prior to Dialpad, John spent time at LiveOps & Genesys as well as testing his entrepreneurial skills by starting an online fine art platform. John is a native of St. Paul, Minnesota and a graduate of the University of Minnesota. He lives in San Francisco with his two dogs and is an avid biker, skier, traveler, foodie, and art collector. He is looking forward to helping RingCentral crush the market by being the leader in the market.