Contact Centre Insights Pre-screener to be considered Question Title * 1. Contact Information Name Company Linkedin profile LINK (mandatory - for verification purposes only). City/Town Country Email Address Phone Number Question Title * 2. In which industry sector does the organization you work for operate? Agriculture / Forestry / Fishing / Mining Charity (including clubs etc. with charitable status) Construction (including builders, contractors, electricians, plumbers) Energy/ utilities (electricity, gas, water, waste etc) Financial services Healthcare (doctors, dentists, therapists etc.) Leisure (including bars, restaurants) and tourism Manufacturing Pharmaceuticals Professional services – lawyers / doctors / all other professional services besides financial Public sector / Not for profit Retail Telecommunications / Media / Technology Wholesale / Distribution Other (please specify) Question Title * 3. How many employees does your company have approximately? Question Title * 4. Approximately how many seats do you have in your contact centre in total? Up to 25 26-30 31-50 51-100 101-200 201-300 301-400 401-500 Over 500 Does not apply Question Title * 5. What are the main activities of your company's contact centre? Including anything related to retail (sales, answering customer queries, delivery, etc) Question Title * 6. Which of the following statements best describes your role in relation to decisions about your organization’s contact centre software? I am the primary decision maker I share the decision making jointly with someone else I influence these decisions but am not the final decision maker I am not involved in these decisions at all Does not apply Question Title * 7. Please describe in 3-5 sentences your involvement in decision making. Question Title * 8. What is your job title? Question Title * 9. Which of the following statements best describes your interest in contact centre software? Researched/ purchased/ upgraded customer contact software in the last 12 months Likely to research/ purchase/ upgrade customer contact software in the next 12 months Have not researched/ purchased/ upgraded customer contact software in the last 12 months and no plans to do so soon Does not apply Question Title * 10. What brand of contact centre software does your organization currently use? Select all that apply Genesys Talkdesk Zendesk Vonage Five9 8x8 Nice in Contact Odigo Content Guru Dixa Enghouse Interactive Puzzel On premise contact centre Don’t know Organisation does not use contact centre software Other (please specify) Question Title * 11. Which of the following brands of contact centre software have you heard of? Select all that apply Genesys Talkdesk Zendesk Vonage Five9 8x8 Nice in Contact Odigo Content Guru Dixa Enghouse Interactive Puzzel On premise contact centre Don’t know Other (please specify) Question Title * 12. How much do you spend per user per month on your contact centre software? Question Title * 13. Did you purchase your current customer contact software direct from the software provider or via an intermediary? From software provider Via an intermediary/ third party Other (please specify) Question Title * 14. Is your contact centre software in the cloud or on your premises? Cloud/ Contact Centre as a Service (CCaaS) On premises Don’t know Other (please specify) Question Title * 15. Would you consider using contact centre software in the cloud? Yes No Don’t know I already use contact centre software in the cloud Question Title * 16. Please describe in 2-4 sentences the main benefits your current contact centre software brings to your business. Question Title * 17. Do you, or does any member of your immediate family or close friends, work in any of the following industries? Advertising, direct mail, sales or public relations Marketing or market research Media (TV, Radio, Magazine or Newspaper) Contact centre software/ Customer Relationship Management (CRM) software None of the above Question Title * 18. If selected, we would like to invite you to participate in an approximately 45-minute online video interview in English. Are you interested in taking part in this research and can you confirm you will have access to a laptop / desktop / tablet & internet / WiFi? Yes No Done
