To enable the growing adoption of automation, CCO providers are offering more advanced analytics options to their clients. Investments in predictive and prescriptive analytics now make up more than half of all analytics investments.
Though comparatively low as a percent of the total, multi-region CCO contracts are on the rise as enterprises seek to consolidate their portfolios and ensure a consistent customer experience across regions.
As more Multi-National Corporations (MNCs) target additional geographies for growth, the number of multi-region contracts will continue to grow in the coming years.
Multi-channel vs. omni-channel customer experience: solution characteristics
Omni-channel customer experience value proposition
Contact Center Outsourcing (CCO) Market for the Healthcare Industry PEAK Matrix
The increased adoption of automation in CCO enables service providers to achieve balance cost and customer satisfaction
As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model
Changes in end-customer preferences are driving changes in the CCO value proposition around delivery process excellence, building digital capabilities, and enhancing business value/outcomes.
Growth of the non-voice channel, portfolio consolidation, and increased automation are slowing contact center outsourcing market growth