Voice communication tech used by Ukrainian outsourced contact centers 2019

Published by Statista Research Department, Feb 7, 2022
The most common technology for voice communication used by outsourced contact centers in Ukraine in 2018 was caller identification, which was employed by 73 percent of them and partially implemented by nine percent. One quarter of surveyed service centers tested skill-based routing in the pilot phase.

Share of outsourced contact centers using voice communication technology in Ukraine in 2018, by type and implementation phase

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Release date

November 2019

Region

Ukraine

Survey time period

January 2018 to mid-May 2018

Number of respondents

228*

Special properties

Service centers

Method of interview

Online survey

Supplementary notes

* Number of service centers surveyed across Europe, not only in Ukraine. The share of Ukrainian participants was seven percent.

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