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experience citing concerns about customer data. “When you ask the question, ‘are enterprises ready for AI’, it’s a bit of a yes and no answer,” said Begely. “They are ready for it in specific deployments, but for deployments en masse, they clearly don’t trust it.” This distrust was born out in the data, as 74% of businesses say they are concerned about the improper usage of AI, and 55% are worried about data usage and management. When asked about AI Policy, Badley went on to emphasise the “immaturity” of the current AI landscape. “Policy is also another place where we see the enterprise begin to adjust but not yet deliver,” said Begley. “Fifty-four per cent said they already have an AI policy, but when you look at what those policies allow for, 38 per cent include using Public AI Tools, and we’ve already heard from some large companies that when they first heard that employees were using public AI tools, they shut it down straight away. “This is the kind of immaturity to the policies that are out there. A lot of companies aren’t going to be happy with whatever employees are actually doing, especially if they don’t know what that AI tool is doing with the data, so the fact the policies are allowing it indicates they haven’t grasped the depth and complexity of the solution.”
about 3 million total contact centre agents
centre solutions, whether a dedicated contact centre system or CCaaS platform, a figure that drops to 10 per cent amongst SMEs. “There’s about 3 million total contact centre agents in Europe, but only 250,000 work for businesses with fewer than 50 employees, so the SME is massively disproportionately represented in terms of the formal contact centre market. To give you an idea, the sub- 50 employee business sector represents 30% of the total employee market but only 9% of the call and contact centre.” According to data from Cavell, over a third of SMEs are expecting to grow their contact centre agent base by between one and nine per cent, demonstrating that it is an important factor. However, Watson said that the CX market is far wider than just Call and Contact Centre. “Something we’ve been talking about for a while is an informal or light contact centre market and customer communicator. A significant proportion of the potential European market don’t have formal contact centre seats, wouldn’t fit with a formal Contact Centre solution, but have a requirement for some of the capability there. “There is a market for customer communicators outside of the formal contact centre, who need capabilities across any of these different systems like a communication system, or data management, or marketing and sales. “According to data from Cavell, the average price for a UCaaS is €16.30, the average price in this segment for CCaaS licences is €67, so somewhere in there is a sweet spot market depending on the level of features that are required. “A lot of providers already have tailored packages, which piece together either bits of data management and communication capability, vertical specific integration into a particular product. At Cavell, this is something that we’re tracking as a particular opportunity
Finbarr Goode Begley Senior Research Analyst
74%
...of businesses say they are concerned about the improper usage of AI
Informal Opportunity One area where AI has become an
established tool is in the contact centre, a sector that, like communications, presents an opportunity for resellers. Patrick Watson, Head of Research at Cavell, outlined the confusion over the contact centre, as it transitions from only dealing with customer service calls to handling the experience the customer has when interacting with the business. On top of communication systems PBX systems, Collaboration platforms, and traditional telephony systems, Watson outlined that modern systems can include a myriad of features like day to day management, customer interaction data, marketing and sales systems, agent and employee experience tools, as well as industry-specific systems. Despite these features, according to Watson, said that only half of businesses in Europe recognise having a formal contact
Patrick Watson Head of Research
within the industry.”
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