By using this site, you agree to the IDC Privacy Policy

TECH BUYER Jun 2019 - IDC Perspective - Doc # CA44506319

Canadian Bank Contact Centers Directions, 2019

By: Robert Smythe, Jason BremnerResearch Vice President, Industry and Business Solutions

Abstract

This IDC Perspective looks at the trends and intentions of Canadian financial institutions regarding the provision of the contact center services. Information on the overall expenditures for contact center software is provided. Details on contact center software and services are also provided. Canadian financial institutions are increasingly looking at the use of client-centric omni-channel contact center solutions. Where specific financial institutes initiatives are identified, the information provided comes from publicly available sources.

According to Robert Smythe, IDC associate, IDC Financial Insights, "Canadian banks are exploring how artificial intelligence (AI), machine learning, cognitive processes, and robotics can improve client experience when interfacing with contact centers. Financial institutions are also looking at the use of cloud-based contact center solutions to facilitate the implementation of advanced contact center solutions."


Coverage

Content


Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.



Related Links

Do you have questions about this document
or available subscriptions?

Contact Us