TECH SUPPLIER May 2020 - Market Perspective - Doc # AP46150520

Is There Anything Else I Can Help You With? The New Zealand Contact Centre Market

By: Neha RalhanResearch Manager, Monica CollierSenior Research Manager, Telecommunications

Abstract

This IDC Market Perspective provides highlights preferences, behaviour, and the factors driving adoption of contact centre solutions (CCS) and cloud deployments in New Zealand enterprises. It explores enterprises' preferences and behaviour regarding contact centre decisions as organisations shift their focus from contact centre as an operational tool to a vehicle for enhancing customer experience.

The contact centre is rapidly becoming the heart of the business and customer experience across multiple channels within New Zealand organisation by reorienting itself in line with emerging technologies including cloud, artificial intelligence, 5G, and IoT", says Neha Ralhan, A/NZ Research Manager.


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