According to Nielsen, the average television viewer watches upwards of five hours of television per day, reaching eight hours in some areas. Although, in an omni-channel world, some might consider television simply another channel or avenue for accessing content, it is so much more. Television is a companion, a friend, a babysitter for a mom who needs to make breakfast and, of course, provides a bird’s eye view of cutting-edge news and world events; to relegate the importance and power of television is unwise.
We can all agree that television is powerful, but have we considered what’s next? The notion of interacting with the television is rather nascent; several programs have scratched the surface with real-time voting or even text voting, but as technology advances our interaction with our favorite screen could be limitless.
With the integration of speech in the consumer remote control, we’ve seen engagement with the television increase upwards of 45 minutes per day. The personalization of the viewing experience with voice makes access and navigation of some 500+ channels manageable and meaningful.
Many people are anxiously anticipating the return of the final season of Game of Thrones. Perhaps you are like me and have yet to watch one episode. Let’s say I decide to check it out, I binge watch all seven seasons on Netflix, and finally season 8 arrives and I do not have HBO. With the simple use of my voice or click of the remote, I can engage seamlessly with my screen, accessing customer service to determine what the additional cost of adding HBO to my plan might be. I receive a confirmation notification on my screen and I’m ready to watch, never having had to speak to an agent.
Sound too practical and not terribly exciting? Well, how about this scenario…
I’m watching the ABC show Scandal, and I spy an amazing olive color, crocodile leather handbag on Olivia Pope’s arm. I want it. I want to know all about it: can I afford it, does Amazon have it available on Prime shipping…GIMME NOW. With my voice or the click of the remote I can interact with the television screen to access the meta data and pull up the product details, allowing me to figure out how many coffees I will have to forego to be able to put that bag in my hot little hands.
The ability to access information, engage and purchase is the future of engagement, and I am most excited about the possibilities.
Of course, not to sound shallow and totally focused on material goods, imagine what fundraising and real-time help could be afforded when tragedy strikes or when Sarah Mclachlan’s voice is overlaid with the faces of hurting or injured animals – again, the possibilities are endless.
The ability to engage around billing and services is very real today. The ability to purchase and engage at a deeper consumer level is making advances every day. Today Nuance is transforming the engagement experience with the power of voice on the remote control with Dragon TV, showing powerful retention and net promoter scores. Additionally, Nuance leads in the customer contact center space, providing both virtual and live experiences to improve engagement and customer satisfaction.
Seamless self-service, rich, targeted engagement and the ability to improve the entertainment and consumer experience is the holy grail for both consumers and service providers. When these pieces all work together, it creates happy customers. Happy customers tend not to churn and tend to spread the word.
Publish Date: November 15, 2018 5:00 AM
Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.
We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.
|2.)||Tru29 Outsource Solutions Inc.|
Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.
Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
|Customer Success: 6 steps to make your customer touchpoints count||September 12, 2019 5:00 AM|
|How Apple Business Chat can help enterprises with their call deflection goals||September 10, 2019 5:00 AM|
|Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.||September 9, 2019 5:00 AM|
|Nuance IQ is back for the summer||August 26, 2019 5:00 AM|
|Meet your patients where they are with 24/7/365 answers to their portal questions||August 21, 2019 5:00 AM|
|Contact center transformation pitfalls (and how to avoid them)||August 8, 2019 5:00 AM|
|Robots here, there and everywhere, and now in the office||February 14, 2019 5:00 AM|
|3 ways speech recognition helps in police incident reporting||January 22, 2019 5:00 AM|
|Building trust with a virtual assistant voice||January 22, 2019 5:00 AM|
|Television viewing is no longer a one-way street||November 15, 2018 5:00 AM|