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 .
MULTICLOUD : EVOLVING THE CONTACT CENTER Vasili Triant , UJET
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 ?
BUSINESS CONTINUITY : IS YOUR CENTER REALLY RESILIENT ?
Lori Bocklund , Strategic Contact
A lack of financial clarity can cause contact center leadership to spend $ 10 to solve a $ 5 problem .
IS COST OF PERFORMANCE THE UNDISCOVERED X FACTOR ? Interview with Robert Bradshaw , WiserOwl
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 .
FEATURE : SAFELY CONTINUING CUSTOMER CONTACT Brendan Read , Contact Center Pipeline
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
CARRIER CONTINUITY : CONTINUITY STARTS WITH THE CARRIER Todd Hagstrom , Bandwidth