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
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Katarzyna Grabowska
Deputy Director
4
MEMBER
R. Aju Eko Suprati
Ketua Subkelompok Program dan Anggaran
0
MEMBER
Selin İcer
Quality - Training & Academy Director
13
MEMBER
Vijay s
Director
55
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Industry Research : LivePerson Announces Findings of Holiday 2020 Survey

#contactcenterworld, @liveperson

LivePerson (Nasdaq: LPSN), a global provider in conversational AI, announced the findings of its new survey, Holiday 2020: The Impact of COVID on Consumer Preferences, examining behavior and sentiment around online shopping experiences for the upcoming holiday rush in light of the ongoing COVID-19 pandemic.

The September 2020 survey included more than 2,650 U.S., U.K., and Australian respondents and showed that the vast majority of consumers trusted messaging experiences and chatbots to help them with online shopping. With the COVID-19 pandemic closing thousands of physical stores, e-commerce has reached new heights: online spending in May 2020 alone was greater than the entire 2019 holiday shopping season.

Survey Highlights

- How consumers view online vs. in-store shopping this holiday season

- According to LivePerson's survey results, two out of three consumers (67%) are planning to do most of their 2020 holiday shopping online due to the ongoing pandemic, meaning brands that excel at online shopping experiences will be best positioned to capitalize on the incoming digital stampede.

- When it comes to attitudes toward shopping in physical stores, 39% of consumers say they are not comfortable doing so at all this holiday season.

When asked how COVID-19 has influenced their likelihood to shop in person, 58% of consumers say they are less likely to shop in person, and 32% say their opinion hasn't changed one way or the other.

LivePerson's survey also sheds light on the issues consumers struggle most with when shopping online. The top three issues, representing 68% of consumers, all center on getting information about products, services, and promotions:

- Asking questions about products or services (28%)

- Finding products and services (21%)

- Finding relevant promotions (19%)

- Navigating the website (12%)

- Checking out (12%)

- Using the cart (8%)

How consumers view messaging experiences on brand websites, apps, and more

Brands that deploy conversational commerce experiences — which enable customers to message with brands on their websites, apps, and platforms like SMS, Facebook Messenger, WhatsApp, and Apple Business Chat — will likely outperform their competitors this holiday season.

According to the survey, 68% of consumers say they would trust a retailer more if associates were readily available via messaging to give advice, answer questions, and help with purchases.

77% report that they would purchase more from a website that allowed them to message with an associate.

"This year, Black Friday and Small Business Saturday are going to look a lot more like Cyber Monday than ever before," said Mariam Reza, senior vice president, enterprise solutions at LivePerson. "With foot traffic at an all-time low, digital traffic has already skyrocketed. Still, most brands aren't attending well enough to website visitors, who shop around when they can't find answers quickly and effortlessly. Those that act now to implement messaging channels, which consumers clearly state are trusted and increase their willingness to purchase, will win the holidays."

How consumers view messaging with chatbots in retail experiences

In preparation for increased online traffic as many consumers choose to shop from home, many retailers are accelerating plans to deploy Conversational AI on their websites, like chatbot concierges and virtual assistants that respond to customer messages. LivePerson's survey results indicate that consumers not only trust chatbot concierges to help them with online shopping tasks, they also say they'd purchase more from websites that offer them.

According to the survey, 60% of consumers report they would purchase more from a website that offered a chatbot concierge.

Consumers overwhelmingly reported trusting Conversational AI with a variety of online shopping tasks, especially when informed — in line with industry best practices — that they could be transferred to a brand's associates as needed. When online shopping, consumers report the following:

- 77% trust chatbots to take down their name and address

- 65% trust chatbots to handle their credit card information

- 76% trust chatbots to help them choose a product

- 82% trust chatbots to schedule an appointment

- 86% trust chatbots to answer FAQs

- 71% trust chatbots to renew their contracts

- 76% trust chatbots to remind them to order presents

- 81% trust chatbots to help them reorder products they regularly buy

- 86% trust chatbots to provide shipping and delivery updates

"Conversational AI has made all the difference for us in staying connected to customers during the pandemic, and as December is the month with the highest number of engagements, we're anticipating more AI-powered messaging conversations than ever," said Holly Carroll, vice president, Customer Service and Contact Center Operations at David's Bridal. "From our Zoey bot concierge to video chats with our expert stylists, we can't overstate how critical conversational experiences have become to the immersive shopping experiences our brides expect from David's Bridal."

"As many brands learned the hard way when the pandemic shut down call centers all across the world, the best way to scale customer contact today is through AI-powered messaging," said Robert LoCascio, founder and CEO of LivePerson. "Conversational AI will be critical to meet the staggering demand for online shopping this holiday season. The great news for retailers is that supermajorities of consumers say they trust chatbots to help them shop, and three out of five consumers actually say access to chatbots makes them purchase more."

LivePerson's Holiday 2020: The Impact of COVID on Consumer Preferences survey was conducted in September 2020 via an online survey of 2,666 consumers aged 18 and older in the United States, United Kingdom, and Australia. Respondents were asked a series of questions related to holiday shopping and customer care topics.

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, September 23, 2020

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.) 
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)

7.) 
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.


 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31733 
Showing 1 - 1 of 3 items

Newsletter Registration

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