“Artificial intelligence (AI) and Instant Messaging (IM) are poised to fundamentally change the service call experience,” says Nicholas O’Connor, strategic business development consultant at hi.guru. “Already, many companies are using social media and considering chatbots to address customer queries – resulting in a rethink of how service resolution may be optimised. Continue reading 2017 – the Arrival of AI and IM in the Contact Centre
Category Archives: Market Research
Clarabridge Study Reveals Major Disconnects Between Contact Center Agents and Customers
Clarabridge revealed the results from its comprehensive, two-sided survey examining the perspectives of more than 1600 call center agents and consumers. First surveying U.S. consumers in November 2016, ages 18-59, Clarabridge sought to uncover the customer perspective on call center interactions and common frustrations. Continue reading Clarabridge Study Reveals Major Disconnects Between Contact Center Agents and Customers
The gentle touch is the key to CRM success says Aquarium Software
PRESS RELEASE: Contact centre management software expert, Aquarium Software, says intelligent integration of Customer Relationship Management (CRM) into all communication streams is the key to making complaints a thing of the past, and improving the all important customer journey. Continue reading The gentle touch is the key to CRM success says Aquarium Software
Frost & Sullivan Survey: 90% Of Telecom Providers Believe Integrated Cloud-based Platforms Speed Time To Market
PRESS RELEASE: According to a survey conducted by Frost & Sullivan in collaboration with BroadSoft, 90% of telecom providers believe that integrated, cloud-based platforms speed time to market for the delivery of unified communications offerings to business customers. Continue reading Frost & Sullivan Survey: 90% Of Telecom Providers Believe Integrated Cloud-based Platforms Speed Time To Market
Consumer Sentiment Strongly Supports Voice Biometrics for APAC Contact Centers
PRESS RELEASE: NICE announced the results of its Asia Pacific Voice Biometrics Consumer Survey. The survey revealed that consumers are overwhelmingly in favor of companies using voice recognition to authenticate their identity when interacting with a contact center. This saves times for both customers and contact center agents and eliminates frustration caused by forgotten passwords or wrong answers to traditional security questions. Continue reading Consumer Sentiment Strongly Supports Voice Biometrics for APAC Contact Centers
Global Study Indicates Nearly Nine Out of Ten Consumers Concerned About Data Security and Privacy; However, 80 Percent Demand Personalised Service
PRESS RELEASE: Results of an international study from Verint® have shown that concerns around data privacy and security remain at the top of the consumer agenda. Of more than 24,000 consumers surveyed across 12 countries by Opinium Research LLC, 89% think it is important to know how secure their personal information is, while 86% believe it’s important to know whether their data will be passed on to third parties for marketing purposes. Continue reading Global Study Indicates Nearly Nine Out of Ten Consumers Concerned About Data Security and Privacy; However, 80 Percent Demand Personalised Service