TECH BUYER Dec 2021 - IDC Perspective - Doc # US48467821

Addressing Quality for Customer Communications Infrastructure and Engagement: Strategies to Manage Complexity and Optimize the Business


Melinda-Carol Ballou

This IDC Perspective addresses strategies and opportunities to analyze and improve contact center quality, performance, and execution on which businesses urgently rely for digital innovation and for customer and client outreach support. This document also addresses how people conduct business with customer services and interactions, the strain on technology resources, and barriers to business continuity planning as well as strategies to incorporate needed changes and opportunities to execute effectively.

Call centers are the "face of the business" for enterprises and digital service providers. High-quality contact centers are an imperative for customer support and to promote, sell, and deploy products and services. This became all the more critical with the global pandemic and as we evolve moving forward with hybrid engagement as a primary method for purchasing for a majority of customers.

"For high-quality, adaptive contact centers, agile testing and DevOps approaches underlie nimble and effective development, quality, and deployment processes and prioritized resources," said Melinda Ballou, research director, IDC's Agile ALM, Quality and Portfolio Strategies service. "DevOps and continuous quality approaches can enable successful strategies to help meet fierce competition in today's marketplace. As businesses rely on communications technologies like voice, web, video, and chat in the contact center (and tailor their products and messaging to meet dynamic customer needs), we recommend incorporating end-to-end pipelines that include coordinated requirements, testing, development, and deployment processes and automation."



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