Improved Queue Handling, Flexibility and Functionality Seen as Drivers for Needed Technology Upgrades

The survey showed that 71% of virtualized contact centers reported a decrease in queue lengths, with almost two-thirds also seeing a smoothing of call spikes. Homeworking was seen to have moved forward once again: 42% of survey respondents now allow some agent homeworking to take place, with the overall number of homeworking agents more than tripling since 2007.

The survey also revealed that 27% of multi-site contact centers have not virtualized their operations. When questioned about the inhibitors to this, 43% of the respondents strongly agreed with the assertion that there were too many different IT systems at each site to make this feasible: a case of legacy systems holding back businesses from moving forward. The ContactBabel analysis clearly indicates the need for contact centers to improve IT systems and technology, which has increased notably in importance within the past 12 months.

The uptake of cloud-based and hosted solutions provides the contact center with flexible choices to consider in upgrading or replacing their existing technologies. The survey indicated that 68% of the users of cloud-based contact center solutions said that they now had more powerful and flexible functionality, 63% experienced a lower cost of ownership and 66% said it was easier to make changes to the system.

The survey’s author, Steve Morrell, commented, “The economic crisis of the past few years has translated into generally low levels of investment in contact center technology. The results from this year’s survey show an industry-wide acknowledgment that IT systems require urgent improvement. Most businesses are looking into cloud-based solutions as an option that can often provide increased functionality with a favorable cost-structure.”

“The results of the ContactBabel research strongly correlate with our own primary research and our experience with customers and partners,” said JR Sloan, director of product management at Enghouse Interactive. “Overall, the facts support that our commitment to providing virtual and cloud-based contact center solutions is well-founded.”

A complimentary copy of a white paper based on the “Virtual Contact Center and Home Working” section of the guide can be downloaded at The full 300 page report is also available free of charge at                        .

About ContactBabel and “The US Contact Center Decision-Makers’ Guide – 2012”

The “US Contact Center Decision-Makers Guide (2012- 5th edition)” is a major annual report studying the performance, operations, technology and HR aspects of US contact center operations. Taking a random sample of the industry, a detailed structured questionnaire was asked of 210 contact center managers and directors in late 2011. The result is the 5th edition of the largest and most comprehensive study of all elements of the US contact center industry.

About Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the mostcomprehensive portfolio of interaction management solutions, spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 600 dedicated staff across the company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ENGH.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex and Trio. Learn more at

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