- A significant portion (46 percent) of buyers are buying call center software for the first time.
- The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.
- Call recording and computer-telephone integration (CTI) top the list of desired software capabilities among buyers, ahead of call routing and interactive voice response (IVRs).
- Contact center buyers are focused on improving efficiency as their top priority.
Software Advice (a leading software consulting firm) recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for.
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