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Article : Customer Service and Support Technology Investments Must be Scrutinized for Their Ability to Deliver

#contactcenterworld, @Gartner_inc

Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020.

"Organizations’ customer experience priorities have changed, not only from year to year, but also in response to the COVID-19 pandemic," said Drew Kraus, vice president in Gartner’s Customer Service & Support practice. "As a result, this year’s Hype Cycle encourages service and support leaders to approach the broad range of service and support technologies as an integrated ecosystem of functionality, rather than as a set of separate, compartmentalized systems. In doing so, they can better analyse investments that will provide consistent, effortless, intelligent and holistic customer service experience."

Gartner has identified five technologies within the Hype Cycle that are generating significant interest among customer service and support leaders with ambitious CX goals. They include customer engagement hubs, customer service analytics, voice of the customer, chatbots and virtual customer assistants.

Customer engagement hubs (CEH): CEH is an architectural framework that ties multiple systems together to engage customers optimally. It enables proactive and reactive communication, as well as personalized, contextual customer engagement, using humans, artificial agents or sensors, across all interaction channels. For example, it can also reach and connect all departments to enable synchronization of marketing, sales and customer service processes.

Customer service analytics: Customer service analytics is the combination of interaction analytics (desktop, speech and text), customer journey analytics and next best action analytics that collectively surface real-time and historical insight into the customer service experience.

The deployment of customer service analytics has the potential to uncover a diverse range of insights that can be used to improve the performance of the operation and its advisors. However, a challenge lies in building the business case, because often the insights (and, therefore, the ROI potential) won’t be revealed until the investment has been made.

Voice of the customer (VoC) solutions: VoC solutions combine multiple, traditionally siloed technologies associated with the capture, storage and analysis of direct and indirect customer feedback. By integrating data from multiple VoC sources, organizations can uncover subtler insights, drive accuracy and ultimately instill more confidence in the actions taken at both the individual customer (such as an outbound call) and overarching strategic (such as a process change) levels.

This holistic approach ensures that the right insight gets to the right employees at the right time. Overall these insights can be used to help manage brand perceptions, understand the customer experience and develop future customer engagement strategies.

Chatbots: A chatbot is a conversational interface that uses an app, messaging platform, social network or chat solution for its conversations. They vary in sophistication, from simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms. Chatbots are already in use in customer service and played a strategic role in some companies’ response to COVID-19. This might have an acceleration effect on the technology.

Virtual customer assistants (VCAs): VCA is an application that acts on behalf of an organization to engage, deliver information and/or act on behalf of a customer. The effective use of a VCA allows organizations to scale the numbers of engagements they can handle, especially in the contact center. The use of a voice-enabled VCA in a kiosk or automated teller machine can alleviate the need for typed interventions, and it can help create an interesting interaction for non-traditional audiences.

#contactcenterworld, @Gartner_inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.gartner.com


About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - Keep Your Options Open

Read today's tip or listen to it on podcast.

Published: Wednesday, September 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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