Freshworks, the leading provider of cloud-based business software announced the findings of a research project by the Service Desk Institute (SDI). Produced in partnership with Freshworks and membership association UCISA, the View from the Frontline: University Edition research report by SDI finds that nearly 80 percent of university IT teams will see an increased focus on customer experience over the next twelve months. Continue reading Future for University IT is customer-centric, finds research by Service Desk Institute for Freshworks
Category Archives: Market Research
CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
CGI released a new report, “Today’s Financial Consumer: Open for Business,” covering the results of its 2017 Global Financial Consumer Survey. Now in its fourth year, the survey assesses and provides insights into how consumers view their primary financial service providers, along with what consumers want and expect from their providers in the future. This year’s survey includes the views of 2,250 respondents across 9 countries. Continue reading CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
PointSource, a Globant Company, Releases New Data Showing The Implication of AI investments and Consumers’ Current Relationship With Chatbots
Along with personalized insights and automated processes, the rise in AI, has also brought a disconnect with it. In its latest study, PointSource, a Globant company, found that many consumers have already had a taste of AI, but there is still a gap when it comes to understanding and accepting its applications, such as chatbots. Continue reading PointSource, a Globant Company, Releases New Data Showing The Implication of AI investments and Consumers’ Current Relationship With Chatbots
Consumers move away from Twitter for customer service in favour of Facebook
Data from customer communications platform, Gnatta, show that customers are moving away from Twitter for customer service queries, favouring webchat and Facebook (including Facebook messenger) as the preferred means of communication with brands. Continue reading Consumers move away from Twitter for customer service in favour of Facebook
Research finds UK sales reps lose six weeks a year to admin tasks
New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that sales professionals who use a CRM system are losing an average of six weeks a year completing manual administrative tasks that could be automated with the right computer telephony integration (CTI) investment. When applied over an entire inside sales team, this represents a productivity loss equivalent to nearly one and a half reps per year[1]. Continue reading Research finds UK sales reps lose six weeks a year to admin tasks
New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications
Verint® announced that it has been named the global leader for WFO software by Pelorus Associates in the firm’s new Understanding the Global Market for Workforce Optimization Solutions report. In this analysis, Verint is cited for more than 43 percent worldwide market share, as well as for holding the leading market share for interaction recording and quality management, core applications of workforce optimization suites according to Pelorus Associates. Continue reading New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications