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Industry Research : Customer Service Industry Eager to Embrace On-Demand CX Models

#contactcenterworld, @Genesys
Genesys, a provider in omnichannel customer experience (CX) and contact centre solutions, has released a report revealing a strong momentum for transformation across the Asia-Pacific customer service industry as it prepares for oncoming disruption.

The survey of senior executives from the Asia-Pacific region by The Economist Intelligence Unit (EIU) found the majority of customer service buyers within companies and organisations (58 per cent) believe elements of the customer service function are ripe for "uberisation" – defined as rapid transformation resulting from the entry of on-demand business models.

Globally, companies and organisations are now looking to their customer service capabilities to differentiate themselves in an increasingly competitive market. In the Asia-Pacific region, two-thirds of customer service solution buyers are expecting the transition to an on-demand model to help drive their future growth, according to the report. If the technology exists, 93 per cent of customer service buyers from profit-leading firms agree that investing in an on-demand offering would be imperative to their business performance.

"Motivated by already revolutionised industries such as taxi services and hotels, the Asia-Pacific customer service industry is predicted to move to an on-demand model," said Bruce Eidsvik, Managing Director for Asia-Pacific at Genesys. "This research tells us that the customer service providers who shift to an on-demand approach will emerge with the most competitive advantage."

Customer service buyers see the value in an on-demand business model, with 68 per cent of customer service buyers responding they would introduce an on-demand model even if it brought significant operational changes.

Customer Service Buyers Face Barriers

Despite a willingness to evolve their customer service model, customer service professionals identified significant barriers that could stall the adoption of on-demand solutions. Putting in place appropriate technology is a key consideration, with 62 per cent saying that they would need to improve their technology before implementing on-demand customer service.

A lack of skills amongst staff is also a key obstacle, with 53 per cent of respondents identifying skills as a key requirement for a successful transition to an on-demand model and 27 per cent saying skills shortages are the largest single major barrier to transformation. Sixty-two per cent of customer service buyers say the adoption of an on-demand model will necessitate more staff training.

"Because of the relative novelty of an on-demand customer service model, buyers will likely face some practical challenges. Most will need to improve their processes but almost all will find that a lack of skills in their workforce to be the greatest barrier," said Charles Ross, Senior Editor at the Economist Intelligence Unit and lead researcher of the study.

Suppliers Lag Behind Industry Demand for On-Demand Customer Service Solutions

While the report found customer service buyers are eager to embrace technologies aligned with an on-demand economy, existing third-party providers were seen to be lagging behind industry demand. Of those surveyed, only 12 per cent said their company’s customer service offering and channels were "very successful."

Despite the apparent gap between supply and demand, customer service providers said 40 per cent of their work time is spent creating new, disruptive customer service products or offerings, and they expect to increase these efforts over the next three years.

"From what we’ve seen from disrupters in other markets, customer service providers must take bold steps forward or risk getting left behind," Mr. Eidsvik said. "It’s essential for established providers to consider non-traditional trends and technologies. While they might be hesitant to move away from a model that makes money today, the risk of ignoring disruptive innovations is too great."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - The 3 L’s

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

Published: Monday, June 6, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


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

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

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

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
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

ABOUT US IN 60 seconds!

Latest Americas Newsletter
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