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Industry Research : CGS Survey Reveals Consumer Interest in Emerging Tech for Customer Service Guidance

#contactcenterworld, @CGSinc

CGS, a global provider of business applications, enterprise learning and outsourcing services, announced new insights from its 2021 CGS State of Augmented Reality (AR) in Customer Service Survey. Now a year into the global pandemic and social distancing, emerging technology such as AR, offers opportunities for brands to create simulated, real-world experiences and interact with consumers from their individual devices – smartphones and tablets.

With shelter-in-place beginning in March 2020, and the subsequent fallout from the pandemic that has continued to date, many consumers dramatically altered their lifestyles – including their approach to the repair and assembly of household products. Companies have evolved much of their customer service strategy to address heightened consumer needs, some accelerating the implementation of technology support as an option. One of the ways in which more consumer-facing companies are connecting with and supporting their customers is through augmented reality, where an expert guides the user through steps via smartphone or tablet.

To gauge consumers interest in using AR as a customer service tool, CGS surveyed more than 1,000 U.S. individuals. Research focused on their interest and exposure to AR, with remote assistance in making repairs or assembling new products.


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Key findings include:

Consumer Activism and the Pandemic Changed Customer Service Expectations Forever

Consumer activism and ecological concerns are becoming driving forces for more DIY product repair. The survey found nearly 30 percent of consumers support the "Right to Repair" movement, defined by lawmakers as a push to manufacturers to make parts, tools and information available to consumers in an effort to avoid devices ending up in landfills. When tasked with a household repair or product assembly in the past year, more than 70 percent of consumers figured out how to fix it themselves. Yet, of those unable to DIY, 61 percent said that they threw away a household appliance in the past year, with 27 percent citing challenges to receiving repair service. Among those cited include inconvenience of shipping back an item, not wanting a technician in their home and being unable to reach a representative by phone, as reasons for tossing out an item.

Interest in AR-Enabled Service Interactions Is Rising, Especially with Younger Generations

Many Americans brought new technology into their homes in the past year through their education and work, and this trend extended to their service interactions as well. Nearly half the survey respondents (42 percent) stated that they would be interested in using technology in which an expert guided them through steps either via a smartphone or tablet to fix an item. Almost half of consumers (45 percent) said they would give augmented reality guidance a try when attempting to set up, install or repair their phone, internet or other technology, followed by set up, installation or repair of their household appliances (36 percent). And, 29 percent of consumers would give AR guidance a try for simple car repairs (e.g., replacing windshield wiper blades). Leading the way in interest in AR-driven guidance from experts is the 35-44-year-old age group with 51 percent exclaiming interest. This was followed by those aged 25-34 (45 percent), who also expressed interest in this offering.

Education and Exposure to AR will Be Vital for Future Success

More visual, immersive interactions, such as AR coupled with real-time service, will help resolve common consumer frustrations in the years to come. Survey respondents state that they would prefer to try AR guidance instead of mailing in an item (34 percent), taking the item to a physical store (32 percent) or having a technician come into their home (25 percent). However, 43 percent of respondents stated that AR has never been offered to them as an option when attempting a household installation or repair, revealing a window of opportunity for brands that have yet to offer AR guidance as an option. A recent Futurum study identified that one-third of brands surveyed are speeding up investments in AR and VR technology over the next two years – specifically around customer instruction and support – but education on the benefits to using it will be critical for consumer adoption.

"Business leaders must reposition their strategies to be more customer-centric," said Phil Friedman, president and CEO, CGS. "As our survey demonstrates, consumers are eager and ready to embrace technology, such as Augmented Reality. We are seeing consumers rise to the challenge of repairing rather than disposing of items. To advance this trend, businesses must provide a visually engaging means to help their customers."

"In 2021, customers are going to motivate brands to up-level their offerings," said Steven Petruk, president of Global Outsourcing division, CGS. "Augmented reality is a natural next step for businesses wanting to provide expert guidance to customers at-home, meeting them where they want to learn and interact using their own devices – whether a smartphone or tablet. With more consumers enabled and empowered to tackle DIY fixes, AR technology will combat throwaway culture and create new interactions between brands and their customers."

#contactcenterworld, @CGSinc

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


About CGS:
Company LogoFor over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 7,500 professionals across North America, Latin America, Europe and Asia.
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Today's Tip of the Day - Train In Sensitivity

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

Published: Monday, May 31, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
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

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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