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Television viewing is no longer a one-way street - Nuance - ContactCenterWorld.com Blog

Television viewing is no longer a one-way street

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.

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Now let’s consider what moving beyond speech and into deeper engagement with your screen might look like. 

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.

How close or real is this technology?

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.

How will it help me?

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.

Source: https://whatsnext.nuance.com/customer-experience/the-future-of-customer-engagement-with-tv/

Publish Date: November 15, 2018 5:00 AM


2020 Buyers Guide Inbound Call Handling Services

 
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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PH: 07973640527

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Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

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Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
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PH: 1+480-435-9390

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VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
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PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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