Survey reveals widespread dissatisfaction with contact center technology among leaders
NEW YORK, UNITED STATES — A recent survey conducted by customer interaction technology provider Glia highlights significant dissatisfaction among executives in banking, credit unions, and insurance sectors regarding their contact center technology.
According to the findings, 69% of leaders believe their current systems are not meeting expectations, signaling a growing demand for more advanced solutions.
Top frustrations: Long hold times and unresolved calls
The study sheds light on key pain points plaguing contact centers.
Nearly one-third (31%) of respondents identified extended hold times and unresolved calls as their primary frustrations.
Additionally, over 50% of organizations are grappling with staffing challenges and high employee turnover, further complicating customer service operations.
Only 5% are satisfied with current technology
Shockingly, only 5% of leaders expressed satisfaction with their existing contact center technology.
While many organizations have transitioned to cloud-based contact center as a service (CCaaS) platforms, these solutions have often failed to deliver the expected improvements.
Issues such as budget constraints, cumbersome workloads, and integration challenges have hindered the effectiveness of these systems.
AI adoption seen as key to transformation
The survey also highlights that 91% of leaders view customer experience as the starting point for artificial intelligence (AI) implementation. However, uncertainty around AI deployment strategies remains a barrier for many organizations.
Dan Michaeli, CEO and co-founder of Glia, emphasized the urgency for change, stating, “Industrywide, isolated customer interactions and siloed data are creating major pain and frustration. Clearly, legacy contact center technology is failing to keep up with today’s customer expectations and the needs of those who work with contact centers — agents, managers and executives.”
Urgent need for change
With 93% of surveyed organizations actively evaluating new technology solutions, the findings underscore an urgent need for innovation in contact center operations.
The industry is at a turning point as businesses seek to move beyond outdated systems to meet evolving customer expectations effectively.
