On the heels of massive digital disruption and now, a year into the global pandemic, only 50 percent of business leaders say they are well prepared to support customer engagement priorities moving forward, and 82 percent say the challenges of managing customer engagement will only increase in 2021. What’s more, only 54 percent of leaders consider their organizations well prepared to enable a remote workforce to effectively serve customers.
These are just a few of the key findings of new global research conducted by Verint(R) (NASDAQ: VRNT), the Customer Engagement Company™. The conclusions are based on a survey of more than 2,000 global business leaders across 12 countries on key priorities, trends and challenges associated with customer engagement, COVID-19 pandemic impacts, perceived organizational preparedness, and future plans.
The research quantifies and illuminates a widening Engagement Capacity Gap™ brought about by new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all which must be managed with limited budget and resources.
"Our new research reveals that organizations have experienced the perfect storm of digital disruption converging with pandemic-related impacts," says Verint CMO, Celia Fleischaker. "At the start of 2020, companies were already struggling to handle the increasing complexity of customer engagement. COVID served to further impact companies’ preparedness levels and derail planned investments, putting them in a more vulnerable state or leaving them even further behind. It’s urgent for organizations to close this Engagement Capacity Gap as it threatens top business initiatives such as acquiring new customers and evolving customer engagement strategies to drive revenue growth, which survey respondents named their number one business priority."
Nearly three-quarters (74%) of respondents were forced to put off hiring in 2020 due to COVID-19 and related economic considerations, and only 51 percent say they intend to increase staffing in 2021. Thirty percent reduced or eliminated planned investments in 2020 designated for new systems/technologies associated with workforce management, customer communities and speech/text analytics.
Respondents expressed a wide range of key concerns; 94 percent cited "understanding and acting on rapidly changing customer behaviors," while 88 percent said "managing the growth in volume of customer interactions" were the two most pressing issues. Other top concerns voiced by respondents were having a unified view of customer engagement and overcoming data silos (79%); using customer feedback to improve experiences (78%); and building enduring customer relationships (77%).
When it comes to the customer engagement technologies organizations considered most critical in 2020, 85 percent agreed that cloud-based solutions helped in managing shifts in channel usage and interaction volumes to a moderate or high degree. Moving forward, 88 percent of respondents say they expect to invest to a high or moderate degree in cloud-based customer engagement and experience solutions to close the Engagement Capacity Gap. Leaders expect to invest most in customer engagement solutions, such as workforce management, and chatbots or intelligent virtual assistants, as well as those to support compliance.
Eighty-six percent of respondents had a moderate to high investment in analytics prior to the COVID outbreak, but only 38 percent found those analytics useful to help manage shifts in channel usage and interaction volume. An overwhelming 90 percent cited difficulty in unifying data across silos as a deterrent to driving analytical insights.
Veronica Silva Cusi, news correspondent
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Friday, February 19, 2021
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.
Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.
All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.
Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
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...
|6.)||Digital Wholesale Solutions|
International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).
We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.
|7.)||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
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
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.
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.
*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
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
|11.)||Technosys IT Management|
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter
|12.)||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.