Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Industry Research : India is Second Highest in IoT-enabled Customer Maturity

#contactcenterworld, @Genesys, @Frost_Sullivan

Customer experience and call centre technology omnichannel Genesys has released The 2016 IoT-Enabled Customer Experience (CX) Report. Interestingly, the research reveals India ranks the second highest, behind China, in IoT-Enabled customer maturity compared with other APAC markets.

The study, commissioned by Genesys in partnership with Frost & Sullivan, offers insights into how companies in APAC perceive Internet of Things (IoT) and to what extent companies are adopting it to enhance customer experience.

The research examined the way organisations view IoT as a key enabler in enhancing CX and their readiness to take advantage of this emerging technology.

Across India, the research revealed organisations see high value in integrating IoT into their CX initiatives compared to other markets in the region. Close to 80 per cent of respondents cited IoT as a neutral or somewhat important priority compared to other CX initiatives, and almost 40 per cent of businesses said they are thinking about how to incorporate IoT.

"Our research found the overwhelming majority of respondents across APAC believe customer lifetime value is the most significant business benefit delivered by an effective customer experience strategy," said Keith Budge, senior vice president, APAC at Genesys. "Indian organisations are open to implementing new technologies and have an optimistic view of IoT as a key enabler of sophisticated customer experiences. Most organisations in India are not bogged down by having to integrate IoT into existing legacy infrastructure and as a consequence, this market was ahead of the region when it comes to the adoption of IoT-enabled CX solutions."

Gap between awareness and implementation

An IoT-enabled customer experience drives the convergence of customer journeys across digital and physical environments, in turn enabling organisations to consistently deliver personalised, predictive and productive experiences for their customers.


Sponsor message - content continues below this message

2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

FIND OUT MORE HERE


Content continues ….



Overall, the report reveals 83 per cent of respondents across APAC have some level of familiarity with IoT and nearly 50 per cent believe IoT is important in enhancing CX. Despite this, only 15 per cent of respondents across APAC have already implemented IoT.

Budge said: "The findings underscore the role of technology providers such as Genesys in helping APAC companies roll out successful implementations and, hence, truly realise the potential of IoT to improve CX."

Benefits of implementation

Of those that have deployed IoT to deliver better CX, more than 70 per cent said their IoT solution enables them to influence their customers’ buying and engagement decisions. More than a third of surveyed organisations recognised the very high impact IoT had on enhancing customer satisfaction.

Other benefits cited by respondents include positive impacts on brand equity (33 per cent), improvements in operational efficiency (33 per cent) and an increase in employee productivity (35 per cent).

Across APAC, the study found businesses are realising the wide reaching benefits of implementing IoT. More than half (60 per cent) of respondents indicate at least having a starting point for their IoT journey, with 16 per cent looking to incorporate IoT in to their organisation within the year. A further 29 per cent hope to accomplish this within the next two years.

Barriers preventing adoption

Surprisingly, more mature economies – including Australia and New Zealand – are less likely to have immediate plans to incorporate IoT in their organisation to enhance their CX.

The report identified a number of challenges preventing businesses from deploying IoT for CX, including a significant issue with organisations "understanding of IoT value proposition." A low level of C-suite awareness about the importance or value of IoT-enabled CX solutions was also commonly cited.

Other key findings from the report:

1.There is a strong correlation between IoT deployment and higher Net Promoter Scores(R) (NPS(R)).*

2.The perception of benefits provided by IoT-enabled CX was the lowest among C-level respondents

3.More than 70 per cent of respondents that have implemented IoT believe it has a positive impact on the development of new disruptive business models

4.The three industry sectors at the forefront of IoT-enabled CX adoption are communication service providers; logistics, transportation and automotive; and retail, travel and hospitality

"This research helps put to rest the misconception that IoT is not ready or too difficult to build into customer experience solutions," Budge said.

"The success of an organisation hinges on its ability to understand what customers want in order to deliver differentiated services," said Krishna Baidya, associate director of Frost & Sullivan’s Digital Transformation Practice for Asia Pacific. "Using behavioural data made available to organisations through IoT solutions, organisations can proactively engage customers in ways that are more personalised, convenient, and deliver more value."

#contactcenterworld, @Genesys, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.deccanchronicle.com

Today's Tip of the Day - Check Your Literature

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

Published: Wednesday, March 1, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
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

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
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

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

ABOUT US IN 60 seconds!

Sponsor Message

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =