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IDC MaturityScape Benchmark: Contact Center Infrastructure in the Nordics

IDC MaturityScape Benchmark: Contact Center Infrastructure in the NordicsThis IDC study presents the results of IDC's 2016 Nordic Contact Center Infrastructure MaturityScape Benchmark Survey. The survey included over 100 organizations in the Nordics, including representatives from industries such as telecom services, insurance, retail, banking, government, transportation services, and IT services/consultants. "The survey finds potential to improve maturity and capabilities for greater customer service experience benefits," said Jason Andersson, program director, IDC EMEA Telecom & Networking. "While many contact center operations in the Nordics are advancing up through the maturity framework, just under 11% can be considered Optimized, and just over 52% are still in the Ad Hoc or the Opportunistic stage."

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IDC MaturityScape Benchmark Figure
IDC Opinion
In This Study
Situation Overview
Stages of IDC's Contact Center Infrastructure MaturityScape
Survey Findings: Maturity Distribution Across Stages
Dimensions of IDC's Contact Center Infrastructure MaturityScape
Survey Findings: Maturity Distribution Across Dimensions
Improving Contact Center Infrastructure Maturity: Survivors and Thrivers
The Value of Improving Contact Center Infrastructure Maturity
Survey Findings: Comparison of Survivors and Thrivers
Essential Guidance
Learn More
Related Research
Appendix
Methodology
Survey Respondent Segmentation
Synopsis

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