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
- Learn More
- Related Research
- Methodology
- Synopsis
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