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News : 83% Indian Customers Want Digital Customer Service via Mobile Devices to be Faster & Intuitive: Verint

#contactcenterworld, @Verint

New Delhi, India, Oct 30, 2018 -- New York-based analytics company Verint Systems has come up with a new large-scale study of more than 36,000 consumers across 18 countries. Carried out in collaboration with Opinium Research LLP, key findings from the global research titled "Defining the Human Age: A Reflection on Customer Service in 2030" explore how technology, societal trends and customer preferences will shape customer engagement in the years to come.

The study provides a blueprint for how organizations can deliver experiences that will truly engage customers from today into 2030 and beyond. In India, more than 2000 consumers who have access to a digital platform participated in the research.

The quintessential Verint Digital Tipping research of 2000 Indian customers across the country categorically proclaims the customers’ preference for digital and self-service channels of engagement.

In an interaction with ETCIO.COM, Anil Chawla, MD Customer Engagement Solutions, Verint elaborates on the key trends in customer engagement and also provides advice for engaging the discerning customer and striking the balance in human and automation service experiences.

The rise of digital has led to a natural demand by Indian customers to communicate with brands via multiple channels to make payments, make an urgent inquiry, complaints, and purchasing.

Indian customers have really evolved now thanks to retail and telecom, they no longer want to settle down with generic products. They are demanding more personalized context now for any product. Thanks to all the content available on the mobile and the web, Indian consumers are more aware now. Indian consumers are studying the buying behaviors of their global peers.

The mature verticals are those which have been early adopters of mobile and web platforms. E-commerce and banking for sure. Look at the telecom vertical where customers get personalized plans basis their monthly expenditure. E-commerce sites promptly show customers’ preferences from their previous browsing history.


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69 percent of the participating Indian consumers favor a chatbot to answer their queries, and 78 percent of the Indian respondents felt strongly about service providers’ self-serve/digital channels to offer better customer service. India takes leads amongst the 17 other surveyed countries.

Indian consumers come out in favor of deploying facial, voice and fingerprint verification to authenticate payments and verify their identity. Taking a cue from this key insight, India’s BFSI sector should invest in biometrics to expedite customer verification process.

On perception about digitization and automation of customer service

The right mix of technology and human channels of customer service will be key to implement sustainable customer engagement strategy. As customers are getting more comfortable in sharing their data for highly personalized services, it is imperative that organizations adopt transparency in every aspect of a customer’s journey.

Indian consumers want digital innovation to expedite sensitive services like identity verification and payment approvals. Indian consumers want digital intervention to expedite sensitive information like identity verification and payment redressals. Availability of devices also helps simplify identity verification. Currently, identity verification is largely done through voice biometrics which uses voice imprint. Voice biometrics becomes the first step of authentication,

In India, we follow two-step authentication which is one of the best initiatives implemented by the RBI. We either have a device number which can be a mobile number and then the voice print can be used to authenticate several financial transactions. Typical questions on a generic IVR can be traded with voice biometrics, saving a lot of operational costs.

Although enterprises offer biometrics led authentication as a service but they control it, for example, if the voice authentication is not 80%-90% full proof, agents do have a second line of defense and might ask a few additional questions from the customers, so that only the right customer has access to sensitive information.

On pitfalls to avoid while deploying multiple channels of customer engagement

Organizations should break the silos within the enterprise. With changing consumer behavior, enterprises must be superfluous and break the internal barriers and to allow data democratization. It is very important for enterprises to empower their employees and agents to service the customers in a manner that these silos are not visible to the customers. It is imperative to empower the employees through knowledge and process management so that they can cater to the customers’ query on the go itself. Text analytics integration is equally important for channels like e-mail,webchat, and social media.

Social media is all about real-time customer gratification. It is important that organizations unleash the potential of social media through text analytics. It is important to ratify a customer concern on social media in real time and prevent it from being viral. This not only takes care of the brand equity but fixing a problem which might be bottleneck for several of customers.

Neither the customer nor the enterprise should be dependent on one particular channel. In the digital age, Competition is passé. It’s all about building peers and nurturing an eco-system.

On key aspects of catering to the digital customers demanding instant gratification

Digital is mainstream and thanks to device and internet penetration, it is important to analyze customers’ behavior and emotions across all the channels. Speech and text analytics gives a 360-degree view of a customer’s journey across any channel. Map the customers’ journey and create a dashboard to offer a product/service in minimal turn-around time. Create a conversational bot rather than a chat bot as it will ease out the self-service channel. Indian consumers are becoming more aware and technology savvy. All of this has to be sealed by data security and privacy.

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://cio.economictimes.indiatimes.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Be Prepared!

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

Published: Thursday, November 1, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
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.

3.) 
Agara

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.

4.) 
Call Center Studio

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.

5.) 
Connect Assist

Contact Centre Services
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...
(read more)

6.) 
Jointly International Inc.

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:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

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.

8.) 
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
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

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
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
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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