Verint and Five9 Announce New Research on the Modern Evolving Contact Center

Verint (NASDAQ: VRNT), The Customer Engagement Company, and Five9, Inc. (NASDAQ:FIVN), the Intelligent CX platform provider, today announced the findings of a co-sponsored survey to better understand the evolution of the modern contact center as consumer habits continue to change and expectations continue to rise.

According to The Evolving Role of the Contact Center: Putting AI and CX at the Heart of CX Delivery survey, nearly half of the 250 contact center leaders surveyed said managing an increasing volume of customer interactions is one of their company’s top three business challenges related to customer engagement. The findings revealed that larger companies (2,500 or more contact center employees) are nearly three times more likely to store engagement data in multiple silos. Larger companies also engage with customers on at least four channels, so bringing together the data from customer interactions is more difficult.

“Increased customer interaction volume and the proliferation of channels has created a massive amount of engagement data, transforming the contact center from a main source for company and product information into a goldmine of insights into consumer needs, behaviors and customer experience challenges,” says Verint’s Celia Fleischaker, chief marketing officer. “Organizational leaders need to find ways to unify and harness this data so they can deliver a more personalized and connected customer experience.”

A Unified Hub is a Must

Bringing all the data together is only one piece of the puzzle – the next step is to easily derive insights from this data. Contact center leaders from smaller companies (500 to 2,499 contact center employees) have challenges when trying to derive meaningful insights from their engagement data – 46 percent cited a limited budget as one of their top business challenges. The majority of them (87%) have the data in one place but need to find a cost-effective way to utilize it.

“Contact centers have a unique opportunity to position themselves as a valuable data resource within the broader organization. Having disparate data systems and siloing information that could improve business operations leads to tremendous inefficiency,” said Dan Burkland, president, Five9. “Enterprises cannot afford to delay integrating modern applications. Integrating AI and automation offers agents a relief from the volume of incoming calls, providing them with the information they need to offer a joyful experience. Effective management and visibility of engagement data can transform your contact center customer experience and make a big impact across the entire customer journey.”