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Cavell Report: Focusing on How to Offer Intelligent Customer Interaction

How to offer intelligent customer interaction through cloud contact centre

Cavell Group LogoCavell, a leading provider of insights into the Cloud Voice and Managed Services markets has announced the immediate availability of a new report providing the results of research into the Service Provider opportunity provided by Contact Centre and Contact Centre-like services.

To stay ahead in the market, Service Providers need to be constantly searching for new revenue streams, new markets and ways to generate pull through business for their already deployed services. This research examines how all of these requirements can be addressed with the adoption of contact centre, and contact centre-like services.

Cavell’s research indicates that intelligent customer interaction and the increased customer satisfaction and cost savings from improved efficiency and productivity are key requirements for the modern evolving Enterprise. This means that services that enable these requirements are going to be in high demand from Service Providers in 2018. Contact Centres and related capabilities such as call recording, analytics and specialist IVR services are all going to be hot offerings for Service Providers as well as the introduction of bots and AI into more advanced services.

Dom Black Cavell
Dom Black, Senior Market Analyst at Cavell Group

This report looks at the segmentation of the Contact centre market and describes the options available to service providers from point solutions to full deployment of cloud based contact centre services. It includes information on who’s who in the market and a summary of what they offer, enabling service providers to make informed decisions on the benefits of offering contact centre services, who they should approach to enable them to do so and the options available to them. Solutions range from reselling single services to deploying fully integrated omni-channel services providing a single pane of glass view of all customer interactions including inbound calls, social media, messaging and emails.

This latest Cavell report looking at the cloud contact centre market and options for service providers is available to order from their website and a free webinar providing the highlights from the report will be presented by Dominic Black, Senior Market Analyst, Cavell Group on 30th November, at 2pm GMT – registration details also available on the website.


About Cavell Group
Cavell Group is a European Research, Consulting and Technical Services business based in Amsterdam, Brussels and London. Known as a leading provider of insight into the Cloud Voice and Managed services markets, providing insight into the market for leading; Service Providers, Vendors and potential investors, Cavell Group was formed over 13 year ago, by a team of Senior Executives, who had been instrumental in building the early internet market both at UUNET and Level 3. Since 2003 the firm has delivered Consulting Services, Research, Due Diligence and Professional Services solutions in over 30 countries around the world. Cavell have built a strong reputation as a leading Analysts on the VoIP and Future Voice Markets, providing Strategic Consulting and Research in EMEA to Service Providers, Vendors and Manufacturers.

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