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Contact Centre Insights
Pre-screener to be considered
*
1.
Contact Information
(Required.)
Name
Company
Linkedin profile LINK (mandatory - for verification purposes only).
City/Town
Country
Email Address
Phone Number
*
2.
In which industry sector does the organization you work for operate?
(Required.)
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)
*
3.
How many employees does your company have approximately?
(Required.)
*
4.
Approximately how many seats do you have in your contact centre in total?
(Required.)
Up to 25
26-30
31-50
51-100
101-200
201-300
301-400
401-500
Over 500
Does not apply
*
5.
What are the main activities of your company's contact centre? Including anything related to retail (sales, answering customer queries, delivery, etc)
(Required.)
*
6.
Which of the following statements best describes your role in relation to decisions about your organization’s contact centre software?
(Required.)
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
*
7.
Please describe in 3-5 sentences your involvement in decision making.
(Required.)
*
8.
What is your job title?
(Required.)
*
9.
Which of the following statements best describes your interest in contact centre software?
(Required.)
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
*
10.
What brand of contact centre software does your organization currently use? Select all that apply
(Required.)
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)
*
11.
Which of the following brands of contact centre software have you heard of? Select all that apply
(Required.)
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)
*
12.
How much do you spend per user per
month
on your contact centre software?
(Required.)
*
13.
Did you purchase your current customer contact software direct from the software provider or via an intermediary?
(Required.)
From software provider
Via an intermediary/ third party
Other (please specify)
*
14.
Is your contact centre software in the cloud or on your premises?
(Required.)
Cloud/ Contact Centre as a Service (CCaaS)
On premises
Don’t know
Other (please specify)
*
15.
Would you consider using contact centre software in the cloud?
(Required.)
Yes
No
Don’t know
I already use contact centre software in the cloud
*
16.
Please describe in 2-4 sentences the main benefits your current contact centre software brings to your business.
(Required.)
*
17.
Do you, or does any member of your immediate family or close friends, work in any of the following industries?
(Required.)
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
*
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?
(Required.)
Yes
No
