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Industry Research : Accenture Survey Reveals Consumer Electronics Industry Stymied

#contactcenterworld, @Accenture
New York Jan. 5, 2016 -- Heightened data security concerns, falling demand for smartphones and tablet PCs, and stagnant growth in the Internet of Things (IoT) market are stymieing the consumer electronics industry and will continue to do so over the next year, a new Accenture (NYSE: ACN) survey reveals.

A polling of 28,000 consumers across 28 countries, the Igniting Growth in Consumer Technology survey finds that for nearly half (47 percent) of respondents, security concerns and privacy risks rank among the top three barriers to buying an IoT device and service. IoT devices include smartwatches, wearable fitness monitors, and smart home thermostats, among others.

Of the survey respondents who indicated they either own or plan to buy an IoT device this year, nearly three-quarters (69 percent) said they know that these products are capable of being hacked and therefore can result in stolen data or device malfunctions.

Within the groups of IoT device owners or those planning to buy one in the next year, more than one-third (37 percent) decided to be more cautious when using these devices and services; 24 percent chose to postpone buying an IoT device or subscribing to an IoT service; and 18 percent quit using their IoT devices or terminated their IoT services until they can get safer guarantees.

Declining demand for smartphones and tablets

The survey also highlights sluggish demand for traditional consumer technology devices. For example, less than half (48 percent) of respondents said they intend to buy a smartphone this year, down six points from the 54 percent who said they planned to buy one last year.

Consistent with this, the number of people who said they plan to buy a new TV or a tablet PC this year – 30 percent and 29 percent, respectively – also dropped from 38 percent last year for both device types.

"The slowdown in the consumer technology market is irrefutable, serious and global," said Sami Luukkonen, global managing director for Accenture’s Electronics and High Tech group. "The market is not about the glitzy gadgets anymore – rather, it’s about providing secure, innovative and practical digital services and more open collaboration. As device demand tapers off, the industry needs to make a sharp turn toward providing innovative, value-added services that consumers are able to use with confidence."

Flat market for IoT devices

The survey also reveals lackluster demand for IoT device markets, which the industry has been counting on to drive growth as other device markets such as smartphones mature.

Only 13 percent of respondents, for example, said they plan to purchase a smartwatch in the next year, up only 1 percentage point from last year. The survey found similar stagnation in demand for a range of devices, including fitness monitors, wearable health devices, smart thermostats and connected home-surveillance cameras – with each only cited as a planned purchase by 9 percent of respondents, about the same percentage as last year. Smartwatch sales have been particularly challenging for manufacturers and retailers because the products are failing to meet consumers’ battery-life, ease-of-use, and design expectations.
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"Despite all its promise, the Internet of Things market has revealed itself to be a double-edged sword," Luukkonen said. "The market opportunity is enormous, but security and ease-of-use concerns are hindering its near- and long-term potential. To ignite this market, consumer technology companies should consider getting serious about ecosystems, sharing data, and creating integrated services across multiple companies, such as building a connected home through an integrated home security camera, thermostat, and door lock.

Methodology

Between October and November 2015, Accenture conducted an online survey with 28,000 consumers in Australia, Brazil, Canada, China, Czech Republic, France, Germany, Hungary, India, Indonesia, Italy, Japan, Mexico, Netherlands, Philippines, Poland, Romania, Russia, Saudi Arabia, Slovakia, South Africa, South Korea, Spain, Sweden, Turkey, United Arab Emirates, United Kingdom, and the United States. The sample in each country was representative of the online population, with respondents ranging in age from 14-to-55 and over. The survey, and related data modelling, quantify consumer perceptions of digital devices, content and services, purchasing patterns, preference and trust in service providers, and the future of their connected lifestyles.
#contactcenterworld, @Accenture

Today's Tip of the Day - Motivating Agents With No Money!

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Published: Thursday, December 31, 2015

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2020 Buyers Guide Computer Telephony Integration

 
1.) 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 
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