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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.

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 - Motivation & Charity Work

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Published: Monday, May 31, 2021

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2024 Buyers Guide Analytics

 
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Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

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Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

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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-...
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Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
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eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

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CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
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Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

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Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

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VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
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Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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