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Poor right party contact rates require customer contact solutions

While most are confident in their multichannel outbound communication capabilities, few are reaching their desired contact rates. Customer contact solutions help organizations overcome channel silos and improve their outbound customer experience.

Most organizations are below their desired contact rate.

74%

Below a good right party contact rate

27%

At a good right party contact rate

Exceed a good right party contact rate

Most organizations are confident in their ability to orchestrate a cross-channel strategy Most Financial Services organizations are confident in their ability to orchestrate a cross-channel strategy Most Travel & Hospitality organizations are confident in their ability to orchestrate a cross-channel strategy Less than half of Collections organizations are confident in their ability to orchestrate a cross-channel strategy

Only 32% of organizations integrate all outbound channels Only 32% of Financial services organizations integrate all outbound channels Only 32% of Travel and hospitality organizations integrate all outbound channels Only 32% of Collections organizations integrate all outbound channels

Our outbound channels are siloed by channel.

Our outbound voice communication channel is seperate from our digital channels, which are connected.

All outbound channels are integrated together.

Top three challenges with multichannel outbound communications for All industries Top three challenges with multichannel outbound communications for Financial Services Top three challenges with multichannel outbound communications for Travel & Hospitality Top three challenges with multichannel outbound communications for Collections

Reliance on manual planning for cross-channel orchestration

Messaging silos by product or brand

Messaging silos by channel

Duplicate messaging

Conflicting messaging sent

Too many messages sent to customers

Not knowing the best channel to reach customers

No ability for the customer to respond

No sequencing strategy for communications

All Organizations Adoption rate of customers contact solutions with capabilities to increase right-party contact rates Financial Services adoption rate of customers contact solutions with capabilities to increase right-party contact rates Travel & Hospitality adoption rate of customers contact solutions with capabilities to increase right-party contact rates Collections adoption rate of customers contact solutions with capabilities to increase right-party contact rates

27 No plans 30 Planning to implement in the next 12 months 20 Piloting 21 Implementing/expanding

Base: 455 US business and IT decision-makers responsible for outbound call experience Source: A commissioned study conducted by Forrester Consulting on behalf of [CLIENT], [DATE]

Overcoming Today's multichannel Outbound Communication Challenges

Related Content

Poor right party contact rates require customer contact solutions

Most organizations are below their desired contact rate.

Only 32% of organizations integrate all outbound channels Only 32% of Financial services organizations integrate all outbound channels Only 32% of Travel and hospitality organizations integrate all outbound channels Only 32% of Collections organizations integrate all outbound channels