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Industry Research : Avaya 2011 Contact Center Consumer Index Reveals Trends

Avaya, a global provider of business collaboration and communications solutions, has revealed that consumers in Asia Pacific are showing a clear increase in their preference to interact with businesses via sophisticated contact center communications technologies such as smartphone applications, e-mail and web self-service.

The findings were revealed in Avaya’s annual Contact Center Consumer Index , which reported 42 per cent of Singaporian consumers, 35 per cent of Australian and 31 per cent of Japanese consumers have indicated that they prefer to use other methods such as web chat and web self-service, rather than traditional phone conversations, to contact a customer service center.

Key consumer trends that were revealed in the survey are as follows:

Consumers want more effective Email correspondence with their Contact Center Amongst contact center technologies, the increased preference for email has shown significant gains on previous years. 21 per cent of consumers in Singapore listed e-mail as the channel used most often to contact the hospitality industry, while Japanese consumers (24 per cent) and Australian consumers (12 per cent) indicated that they prefer using e-mail to contact retail organizations.

Next to e-mail, web self-service is also nominated as one of the top three channels that Singaporean (35 per cent), Australian (41 per cent) and Japanese consumers (63 per cent) have indicated that they will use regularly in the future.

Smart Mobile technologies preference increases Smart Phone Applications are the new channel that consumers suggested they would most like to use in the future to interact with a contact center. If this service is offered, it would be especially welcomed in Singapore where 76 per cent indicated that this was their preference; while only 39 per cent of Australian consumers and 37 per cent of Japanese consumers agreed. The use of such alternative channels, besides traditional phone conversation to interact with customer service centers, has demonstrated that if businesses want to meet the changing preferences of consumers, they will need to evolve the range of channels available.

Embracing social media in the contact center Avaya, has found that social media has revitalized the contact center experience. Based on the survey, this trend is particularly prevalent amongst consumers in Singapore, with 41 per cent saying that companies have initiated interaction with them via social media to provide information about new products, services or special offers. With the increasing number of businesses contacting customers via social media – businesses should ensure they are also monitoring customer feedback within social media forums and have contact center support allocated to manage this communication.

The contact center experience and its impact on businesses Businesses run the risk of losing customers as a result of dissatisfaction with their contact center interaction. In fact, 36 per cent of respondents in Singapore have indicated that they were likely to, or had already moved their business as a result of their interaction with a customer service center. Twenty six per cent of Japanese consumers and 25 per cent of Australian consumers reported the same views. In fact, 25 per cent of Singaporean consumers have cited ‘poor customer service center experience’ as the most important attribute that would cause them to move their business to another company.

With the shift in these key contact center trends in Asia Pacific, businesses need to adapt to consumer demands and offer a multimedia experience. New technologies – which include innovations in multimedia work assignment, workforce optimization and outbound self-service – can help businesses more effectively manage customer experiences in an always-on world. These technologies can help drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations.

This is the fourth year that the Avaya Contact Center Consumer Index has been conducted. 2,000 consumers from Asia Pacific region, located in Singapore, Japan, Australia and New Zealand, who were recent users of contact centers, were surveyed from January to February 2011.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.cfoworld.com.au

Today's Tip of the Day - Can You Deliver?

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

Published: Saturday, June 11, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 (512) 333 4634

2.) 
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

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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