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Industry Research : Revealed - The 10 Key Technology Trends Set to Shape 2012's Customer Service Landscape

LONDON, 30th November 2011 -- Sabio, the contact centre and unified communications systems integrator, has highlighted what it believes will be the Top 10 key technology trends that are set to shape the customer service landscape during 2012.

Sabio has identified placing contact centres at the heart of an organisation’s social networking strategy; optimising websites for smartphone access; and supporting multi-channel customer engagement through consistent interactions as three of the most important issues currently facing customer service directors.

According to Stuart Dorman, Head of Sabio’s Consulting Practice: "Heightened financial and competitive pressures have meant that 2011 has again proved to be a challenging year for customer service organisations – and at the moment 2012 looks as though it will be similar. Because of this it is imperative that customer service directors maintain a dual focus: actively addressing exciting challenges such as increased volumes of social networking interactions and enormous growth in website access via smartphones, while still continuing to focus on optimising their operational contact centre performance to deliver better service with constrained budgets.

"Organisations also need to think more in terms of a phased approach to their contact centre technology deployments, staging their projects and investments so that the benefits from initial projects such as Workforce Management, technology platform refreshes or Unified Communications roll-outs can be realised," continued Stuart. "This way, organisations can adopt a ‘self-funding’ discipline to subsequent projects, unlocking new budget from previous operational project savings, and creating a compelling business case for further initiatives such as Voice of the Customer, Video and Virtual Assistant initiatives."

Sabio’s "Top 10 key technology trends for 2012 is based on recent findings collected, and draws on in-depth engagements with some of the world’s leading customer service organisations. Here’s the full list for 2012:

1. Place your contact centre at the heart of your corporate social networking
The time for ‘dipping your toe’ in social media has now passed: instead you should be monitoring relevant social media channels, leveraging them as powerful self-service knowledge bases, and moving towards being able to engage customers in real time on key networks such as Facebook and Twitter. Inevitably this will demand equipping agents with the tools and skills necessary to take their customer service skills into the social networking space.

2. Your website needs to be optimised for mobile/smartphone access
Increased smartphone popularity is making the mobile the key customer service channel for many customers – 46 percent of UK smartphone customers used their device to access the Internet over the last three months. Organisations need to make sure that their web presence is fully optimised for mobile access.

3. Consistent customer interactions across multiple channels
Customers are increasingly driving the shift towards channels such as social and mobile, are happy to use smart self-service solutions, and are actively engaging in activities such as streaming video to their mobiles. Against this background, it’s even more imperative for organisations to re-invent their traditional voice contact centres as fully optimised multi-channel environments. 2012’s consumers will expect their interactions to be handled consistently regardless of the channel they’re using, whether it’s mobile, a social interaction, traditional voice, webchat, e-mail or other emerging channels.

4. Have you got an App for that?
Customers are now familiar with using apps as a service channel, with major brands particularly deploying ‘brand-in-the-hand’ apps that encourage customer stickiness and give their customers a pre-configured channel for their mobile interactions and account management. These dedicated apps are increasingly giving customers a fast-track route into customer service centres, bypassing lengthy IVR processes and offering rapid escalation to webchat and voice interactions

5. Tracking key service metrics through customer feedback
Sabio Consultants believe it’s the organisations that are really listening to what their customers are saying that are driving today’s customer service agenda. 2012 looks set to be the year when major organisations really start to embrace the link between offering a high quality customer experience, loyalty and longer-term financial success. By gathering customer insight using the latest real time customer feedback applications, organisations can instantly measure metrics such as Net Promoter Scores, agent performance and Customer Effort Scores to measure how easy they are to do business with. Tying this into your quality and performance management process gives you the opportunity to react to feedback, train staff to replicate the behaviours that customers like the most, and fix those processes that are causing frustration

6. Capturing the true Voice of the Customer
Only true speech analytics technologies that really let you capture the content of every single call and interaction that’s coming into your contact centre. We believe that speech analytics technology has now reached a level of maturity and affordability where you can quickly determine exactly why customers are calling, examine you’re getting sudden spikes in call volumes, and also highlight those calls that really shouldn’t be happening in the first place. 2012 is the time to find out what your customers are actually calling you about!

7. Helping your agents to make more of a difference
Sabio expects more contact centres to benefit from the latest generation of intelligent agent desktop solutions during 2012. Too many agents are still being burdened with unintuitive workspaces and over complex processes – often requiring the use of multiple systems and applications. Deploying multi-channel agent desktops empowers agents, helps to deliver a noticeably better quality of service to customers, and – done correctly – can also unlock significant operational savings that can be translated into further ‘self-funding’ projects.

8. Video to become a mainstream customer service channel in 2012
Sabio expects more organisations to be putting video to work for customer service support in 2012. The massive popularity of online video sites such as YouTube (with over 30 million UK users), is driving the use of video content to support customer service operations – either through dedicated ‘how to’ videos that extend the power of self-service channels, the integration of QR codes into websites, or through direct agent-to-customer video interactions to help streamline problem resolution.

9. Applying Cloud technology where it can deliver the best value
Cloud computing can play a key role in helping contact centres to operate more efficiently, and can help organisations in striking the right balance between traditional on premise resilience and the flexibility offered by the latest virtualisation and cloud-enabled technologies. 2012 will see an increased emphasis on organisations identifying which customer service solutions can benefit most from being implemented as cloud services, and which still require the resilience and security of on premise deployment.

10. Delivering real added value through Virtual Assistants
Next year Sabio’s Consultants also expect to see the gap between the web and the contact centre get closer through the use of innovative technologies such as Virtual Assistants. These avatar-style animated digital characters support customer service operations by interacting with web visitors, helping customers to navigate their way through interactions, and share relevant information. The latest Virtual Assistant technologies have evolved considerably, benefitting from advanced text recognition and speech generation technologies.

Today's Tip of the Day - Make Self Service A Breeze

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

Published: Tuesday, November 22, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
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5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
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7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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