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Optimizing the voice channel

how can contact center leaders expand their voice strategy while maintaining a winning customer experience?


Even with the new channels and customer service platforms available, more customers are choosing voice above other options. How feasible is it for a hectic contact center to not only consider the emerging channels, but to also expand arguably the most important channel – voice?

Key findings of this report by ICMI and Orange Business Services include:


  • 55% of contact centers plan to expand or add inbound voice queues in the next 12-24 months
  • 45% of today’s consumers abandon online transactions and switch to voice if their concerns aren’t addressed quickly
  • 43% of social care users transition to voice if their enquiry is not resolved




download this whitepaper to:


  • discover the main reasons why customers prefer the voice channel
  • gain insight into how contact centers are using voice on a global scale to improve the customer experience
  • see how you can implement a global voice strategy in your contact center and avoid the common pitfalls


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