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
Category Archives: Market Research
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
Technology is essential, but no danger of humans being replaced by AI, says Aquarium
PRESS RELEASE: Contact centre management specialist Aquarium Software, believes that Artificial Intelligence (AI) is unlikely to replace humans any time soon, so contact centre staff need to brush up on their humanoid interpersonal skills, alongside rapid technology developments. While anticipating that AI can and will increasingly undertake many roles humans now perform, Aquarium asserts that the desire for humans to have meaningful and spontaneous interaction with other people, is going to ensure many contact centre operatives retain their jobs. Continue reading Technology is essential, but no danger of humans being replaced by AI, says Aquarium
Consumers want more retail apps to incorporate AI and AR
PRESS RELEASE: Retailers need to embrace next generation technology such as artificial intelligence (AI) and augmented reality (AR) if they want shoppers to continue using their apps, new research has found. The study found that nearly 30% of consumers would like to see more innovation in mobile apps, so that they provide a better, more personalised shopping experience. Shoppers surveyed said they would be more likely to download a retail app if it featured technology that helped them to make a buying decision, or let them preview products before purchasing them. Continue reading Consumers want more retail apps to incorporate AI and AR
One in five customers choose service providers based solely on perks and benefits
PRESS RELEASE: A fifth of UK consumers choose everyday service providers – such as mobile phone, utilities and broadband companies – solely based on the perks and benefits they offer, according to new research from Echo Managed Services. The research, based on a nationally-representative sample of 1,000 UK adults, revealed that a quarter of all consumers are significantly impacted by the perks and benefits offered by businesses, with around one in five remaining loyal to a provider for this reason. Continue reading One in five customers choose service providers based solely on perks and benefits
Omni-channel sales restricted as majority of consumers still have security concerns
PRESS RELEASE: A new consumer survey from Aspect Software has discovered that companies could be losing money as security concerns are leading to consumers refusing to make purchases via social media channels. The survey revealed that 69 per cent of consumers have security concerns over payment/ personal details and 60 per cent have concerns over the social media channels being at risk of phishing attempts or fraudulent profiles. Continue reading Omni-channel sales restricted as majority of consumers still have security concerns