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Canadian Bank Contact Centers Directions, 2019

Canadian Bank Contact Centers Directions, 2019

This IDC Perspective looks at the trends and intentions of Canadian financial institutions regarding the provision of the contact center services. Information on the overall expenditures for contact center software is provided. Details on contact center software and services are also provided. Canadian financial institutions are increasingly looking at the use of client-centric omni-channel contact center solutions. Where specific financial institutes initiatives are identified, the information provided comes from publicly available sources. According to Robert Smythe, IDC associate, IDC Financial Insights, "Canadian banks are exploring how artificial intelligence (AI), machine learning, cognitive processes, and robotics can improve client experience when interfacing with contact centers. Financial institutions are also looking at the use of cloud-based contact center solutions to facilitate the implementation of advanced contact center solutions."

Please Note: Extended description available upon request.


Executive Snapshot
Situation Overview
Current Contact Center Configurations
Contact Center Transaction Volumes
Contact Center Agent Status and Initiatives
Client-Centric Focus
Omni-Channel Status
Reinventing the Contact Center
Contact Center System Solutions
Leaders in Client Contact Innovation
Onsite Contact Center Technology Solutions
Cloud-Based Contact Center Services
Contact Center Software Vendors
Chatbot Cognitive Conversational AI Platforms
Client Experience and Data Analytics
Contact Center Technology Drivers
Digital Transformation
Investments
Cloud Services
Omni-Channel Communications
Social Media
Artificial Intelligence
Analytics
Advice for the Technology Buyer
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Related Research
Methodology
Synopsis

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