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Industry Research : Gartner Says Customer Engagement Driving APAC Digital Appetite

#contactcenterworld, @Gartner_inc

Forty-seven percent of CIOs operating in the Asia Pacific region have reported the enterprises they represent have shifted business models, or are in the process of changing them, in a bid to increase customer engagement via digital channels, a new report from Gartner has said.

The findings of the 2019 Gartner CIO Agenda survey were revealed during the Gartner Symposium/ITxpo on the Gold Coast. Gartner said of the 3,000 CIO respondents across 89 countries, 671 CIOs hailed from 16 countries within the Asia Pacific region, representing organisations that produce a combined $6.1 trillion in revenue and $73.7 billion in IT spending.

With customer satisfaction as a key priority, Gartner reported that 31 percent of the CIOs surveyed have evolved their digital initiatives to the "scaling" stage, which is up 19 percent from the same time last year.

"This indicates that digital business is maturing throughout the region, from tentative experiments to application at a massive scale," vice president and distinguished analyst at Gartner Andy Rowsell-Jones said.

"The ability to support greater scale is being invested and developed in three key areas: Volume, scope, and agility.

"All areas aim at encouraging consumers to interact with the organisation. Generally speaking, the greater the variety of interactions that are available via digital channels, the more engaged a consumer becomes, and the lower the costs to serve them are."

The survey results indicate that transformation toward digital business is supported by "steady IT budget growth".

According to Gartner, from a global perspective, CIOs are expecting their IT budgets to grow by 2.9 percent in 2019. However, Asia Pacific is the leading region, with an expected 3.5 percent growth.

"CIOs should use their financial resources to make 2019 a transformative year for their businesses," Rowsell-Jones continued. "Stay active in transformation discussions and invest time, money, and human resources to remove any barriers to change. Enterprises that fall behind in digital business now will have to deal with a serious competitive disadvantage in the future."

Gartner said the top five areas that local CIOs will invest new or additional funding in 2019 are: Business intelligence and data analytics, with 42 percent of respondents highlighting this as a focus; 33 percent will be focusing on core system improvements and transformation; artificial intelligence and machine learning is a focus for 33 percent, as well; cybersecurity and information security is high on the 2019 agenda for 32 percent of CIOs; and a focus for 30 percent is digital business initiatives.

#contactcenterworld, @Gartner_inc

Posted by Veronica Silva Cush, news correspondent
Source: https://www.zdnet.com


About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - First Contact

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

Published: Wednesday, November 21, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
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.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
PH: 1+480-435-9390
 

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