Category Archives: Market Research

New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work

Mitel®, a global leader in business communications, is sharing the findings of a business communications research survey conducted by analyst research firm Techaisle, which unveils crucial insights into the wide-ranging needs of organisations seeking to modernise their business communications to support hybrid work. Continue reading New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work

Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months

Verint® released a commissioned study conducted by Forrester Consulting on The Total Economic Impact™ of Verint Digital-First Engagement™ (DFE) solutions, part of the Verint Customer Engagement Cloud Platform. Continue reading Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months

Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud

The majority of call centres are seeing year-over-year increases in fraud activity, according to the 2022 Omnichannel Authentication Survey from Neustar, a TransUnion company. Continue reading Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022: Empowering the Contact Centre as Brand Guardian, uncovered a surprising gap between the role contact centre agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Continue reading New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience

Poly’s Latest Research Indicates that Employers Should Aim to Magnetize, Instead of Mandate, a Return to the Office

A new report from Poly indicates that the key to a successful return to office (RTO) is reliant on an organization’s hybrid work strategy. The “Journey to Hybrid Working” report highlights that getting employees back to the office in a hybrid model is being impacted by a reluctance to return, with employees citing concerns over work-life balance and productivity. Continue reading Poly’s Latest Research Indicates that Employers Should Aim to Magnetize, Instead of Mandate, a Return to the Office

B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds

As growth slows for the second quarter in a row, Conversica, Inc. , the leading provider of Conversation Automation solutions for enterprise revenue teams, and 451 Research, part of S&P Global, release new data showing those without conversational AI are now far behind in the race to meet rising customer expectations. Continue reading B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds

Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience

Five9, a leading provider of the intelligent cloud contact centre, announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact centre workplace trends. Continue reading Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience

Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report

Response-based attacks targeting corporate inboxes have climbed to their highest volume since 2020, representing 41 percent of all email-based scams targeting employees, during Q2 of this year. This is according to the latest Quarterly Threat Trends & Intelligence Report from Agari and PhishLabs, part of the HelpSystems cybersecurity portfolio. Continue reading Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report

B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds

As growth slows for the second quarter in a row, Conversica, the leading provider of Conversation Automation solutions for enterprise revenue teams, and 451 Research, part of S&P Global, release new data showing those without conversational AI are now far behind in the race to meet rising customer expectations. Continue reading B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds