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Industry Research : Complex Problems Need a Reassuring Voice

The prolific growth of smart-phones and self-service websites has done little to diminish our desire to speak to a real person in a contact center, according to a new survey conducted by BT and Avaya. But as consumer queries become more complicated, many organizations are struggling to keep up with the new demands placed on their staff.

The research, The Autonomous Customer, shows that an overwhelming 90 percent of smart-phone owners still expect to use contact centers in the future. Meanwhile, more than half (56 percent) of those surveyed think the subjects of their calls are becoming more complicated as the vast majority (81 percent) of them do their initial engagement with organizations online.

With the recent explosion in communication channels available for people to contact companies, almost two thirds (60 percent) of the people surveyed admitted they constantly change the ones they use. However, given that wealth of choice, even the most connected generation of consumers see a call as the most obvious way of resolving an issue, particularly when it comes to complex queries.

When it comes to managing these queries many organizations are still falling short of the mark. Despite a massive 86 percent of consumers saying a good experience on the phone will make them more loyal, more than two thirds (69 percent) said they felt that agents try to rush their calls to an early conclusion. Worse still, an astonishing 90 percent of high-earning consumers(1) said they were subjected to suggestions that they might be better off trying the website.

Andrew Small, global head of customer relationship management, BT Global Services, said: "For many consumers, calling the contact center is the favored way to resolve the most complicated queries. The vast majority of people have used the Internet to do their own research first, so by the time they pick up the phone, the organization they're calling is either close to a sale or close to a fail.

"This survey shows how vital it is for contact centers to have a pool of highly-trained agents who are capable of solving complex issues. By connecting these agents with the latest social media and unified communications tools, contact centers can share their knowledge across multiple sites -- including homeworkers -- to create 'networked experts' who are much more able to satisfy inquiries from increasingly demanding customers."

Supporting those arguments about convenience, the survey showed that a massive 83 percent of people tend to buy more from companies that make things easier; while 44 percent said convenience was more important than price. Perhaps not surprisingly, three quarters (76 percent) of consumers said a free phone number would go down very well indeed.

Gary Bennett, BT account director, Avaya, says the research is in line with what Avaya customers most frequently require from a technology provider.

"Consumers expect resolution to simple tasks often without the need for two-way communication -- a self-service approach," he said. "But when there is a critical element to the contact -- the 'sale or fail' scenarios -- the customer's choice of communications channel is critical, and companies have to be ready to communicate with their customers via any channel they choose. This requires more complex communications systems, but by adopting a multi-channel communications strategy, organizations can easily tap relevant experts and bring them into complex queries. The result is that customers get agents who truly see their entire picture, and can respond to them in the manner they've chosen. That's true customer service."

The survey also highlighted the importance of consistency and flexibility across different communication channels with 60 percent of respondents liking the idea of speaking to exactly the same agent by email and telephone. Technology clearly has a key role to play, and 74 percent were irritated at having to repeat identity details when they had already keyed them in, whereas almost half (48 percent) liked the idea of using speech recognition to identify them by their voice.

The survey was conducted by Davies Hickman Partners Ltd on behalf of BT and Avaya. It was undertaken between 1-15 October 2010. The total sample size was 1,000 consumers -- 500 in the US and 500 in the UK -- and the survey was carried out online.

Today's Tip of the Day - Make Self Service A Breeze

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

Published: Tuesday, April 26, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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