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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 - Motivation & Charity Work

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Published: Wednesday, November 21, 2018

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
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.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
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.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
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.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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