Contact Center Pipeline September 2022 September 2022 - Page 3

THOUGHT YOU SHOULD KNOW A MONTHLY DOSE OF FACTS & FIGURES FROM INSIDE THE ISSUE
The average payment for ransomware attacks increased by 71 % from last year , with the average payouts now approaching $ 1 million .
SOURCE
MULTICLOUD : EVOLVING THE CONTACT CENTER Vasili Triant , UJET
# MULTICLOUD

99.999 % 71 % Historically , we

are accustomed to “ five 9s ” of reliability : 99.999 % uptime , or less than 5 minutes of downtime per year . Now ?
SOURCE
BUSINESS CONTINUITY : IS YOUR CENTER REALLY RESILIENT ?
Lori Bocklund , Strategic Contact
# BUSINESSCONTINUITY

$ 10

A lack of financial clarity can cause contact center leadership to spend $ 10 to solve a $ 5 problem .
SOURCE
IS COST OF PERFORMANCE THE UNDISCOVERED X FACTOR ? Interview with Robert Bradshaw , WiserOwl
# SPONSORSPOTLIGHT

$ 32.6

BILLION

Cloud Computing / Contact Center as a Service ( CCaaS ) is a booming sector of the contact center industry . CCaaS market offerings are estimated to reach $ 32.6 billion in 2025 , up from $ 17.2 billion in 2020 .
SOURCE
FEATURE : SAFELY CONTINUING CUSTOMER CONTACT Brendan Read , Contact Center Pipeline
# FEATURE

71.4 %

As text-based channels grow in popularity , telephone / in-per son is the preferred channel for 71.4 % of customers during escalations .
ILLUSTRATIONS FOR CONTACT CENTER PIPELINE , BY ADOBE STOCK
SOURCE
CARRIER CONTINUITY : CONTINUITY STARTS WITH THE CARRIER Todd Hagstrom , Bandwidth
# CARRIERCONTINUITY