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Contact Centers have been used by businesses for customer engagement and retention for decades.


Many of the solutions in place have run their course, and the latest socioeconomic circumstances have brought forward gaps as well as new requirements that business need to accommodate. In this paper, we examine the different factors businesses should consider when upgrading their solutions or considering contact center technology for the first time.

In times of crisis, people turn to businesses they trust. In the contact center space, the 2020 global pandemic has shown growing demand from both consumers and businesses.

On the consumer side, support requests have increased, in some cases more than doubling. Requests for remote work and learning have seen a 216% uptick as businesses, schools, and even families try to stay connected.i The airline industry has seen a 199% increase in customer service activity, as customers have had to cancel or modify flights, obtain service updates and report issues. Even grocers have seen a 39% rise, with more consumers opting to stay home rather than going into stores. The Zendesk CRM platform, which handles a number of verticals and companies, has reported a 20% increase compared to last year at this time.

On the business side, flexibility has become the change factor. Representatives need to be able to work from home rather than the office. Spikes in demand force businesses to quickly enable additional representatives, or subject matter experts, for a temporary amount of time. Sometimes, brands need to open dedicated channels. For example, some banks and credit card companies opened dedicated hotlines for those impacted by the social distancing measures.

Business that depend on customer service need to be able to respond to this environment and the future “new normal” that settles after a global crisis. Unfortunately, many legacy systems are ill equipped to meet today’s needs due to their reliance on physical infrastructure, limited employee mobility, restrictive device access, and poor on-demand scalability. A modern, cloud-hosted customer engagement solution can alleviate these changes.


Deploying a cloud-hosted solution provides numerous advantages. By moving the solution to the cloud, the business does not need to depend on physical infrastructure, which can require an upfront investment and can fail at an increased rate as the solution ages. Cloud-hosted systems are typically configured in high availability, geographically redundant configurations that provide greater reliability and uptime, increasing availability of the businesses to respond to customers. Since the solution is offered in an as-a-service model, there is no hardware to purchase or maintain. Businesses can transition from a CAPEX model to OPEX

A cloud-hosted system is generally more flexible than on-premise. Delivered in a pay-as-you-grow model, businesses can easily scale up or down as needed. This can be crucial for businesses that have eminent needs due to unexpected circumstances, such as the recent social distancing, or that have seasonal spikes throughout the year.

In addition, a software as-a-service (SaaS) model provides these additional benefits:

Faster time to market
Reduced support burden
Seamless software upgrades

How many calls are in the sales queue right now? How many active customer service representatives and subject matter experts are working with customers? What was promised to a customer yesterday? With Mobile Business Contact, businesses have access to rich analytics and reporting – both real-time and historical– that can be analyzed to ensure better representative/expert performance and proper staffing levels.

Case Study


Learn how a large US-based pizza chain improved stability, accelerated response times and enabled flexible working options including work from home with Mavenir’s Mobile Business Contact.


Solutions built 10, 20, and 30 years ago were not designed with today’s communication habits in mind. The 1990s saw the rise of SMS and the Internet, which decreased consumer reliance on voice as the only channel to interact with a business. Today, consumers expect to interact through web chat and social media as well.

A recent survey of university students between 18 and 23 years of age showed that nearly 98% of them preferred to communicate on their phones using text-based methods (text messaging, messaging apps, or social media), compared to just over 2% that preferred to make voice calls.ii When interacting with a business, the same preference is true for millennials: 63% prefer to begin customer service interactions online instead of using voice.

The use of social media for customer service is relatively new in the broad context of contact centers. However, this feature will become increasingly more important: 80% of adults between 18 and 34 years of age would view a business favorably if it offers a social media channel for customer service.iii This number drops to 59% for those between 35 and 54 years of age and 35% for ages 55 and up.

As businesses look to reduce costs and increase the speed of service interactions, chatbots have become a popular option. Using a chatbot in place of a live representative can automate simple tasks such as balance inquiries and service details: 63% of all consumers view this capability as favorable, provided that there is an option to escalate to a live representative.

Decision makers looking to upgrade their legacy systems should carefully consider the channels they want to offer now, as well as the channels they might need later. Consumer preferences will continue to change over time; businesses need a solution that can future proof their investment for tomorrow.

White Paper


Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.