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Industry Research : The Smart Home is Creating Frustrated Consumers

#contactcenterworld, @iqor

More than one in three US adults experience issues setting up or operating a connected device according to data  released from the Customer and Product Experience 360 (CPX 360 ™) Survey by iQor, a global managed services provider embedded in the flow between product, people and services.

The promise of the Internet of Things is that it will simplify our tasks, secure our homes and transform our lives with assistants, automated tasks and data insights through a new generation of connected devices that all work seamlessly together. Many consumers, however, are losing faith in the connected utopia as they struggle with setup and installation issues and disjointed technical support involving multiple people at multiple companies.

Tech-savvy early adopter consumers are frustrated, and many are abandoning efforts to link their devices together, potentially losing out on the full value of the connected ecosystem. According to the CPX 360 survey, consumers report having to take more than eight steps to resolve a technical problem or issue with a smart device. Further, consumers are spending, on average, close to 1.5 hours of their own time resolving these issues and one hour working with customer service. Nearly one in four consumers (22 percent) couldn’t resolve the issue or simply gave up, and returned the product for a refund.

Connected device adoption is still in its infancy, but Gartner reports that IoT-enabled devices will reach 20.4 billion globally by 2020, almost doubling from an estimated 11.1 billion in 2018. The CPX 360 survey polled tech savvy early adopters, indicating that as adoption becomes mainstream, consumer frustration is likely to cascade unless companies act now to improve their support and resolution process to create a much more streamlined and integrated adoption and set up process for consumers.

Dealing with Multiple People and Companies is Extremely Annoying

Throughout the customer and product service journey, the CPX 360 survey reports consumers dealt with an average of 2.1 companies, over 2.7 sessions and with 3.1 different people as they attempted to install and engage with new connected technology in their home. For seventeen percent of respondents, the challenge was even greater and involved dealing with five or more people when trying to resolve an issue.

Lack of Data Retention Across Channels Delays Issue Resolution

The inability to provide a seamless, frictionless experience across all support channels creates frustration and confusion for the consumer as they interact with multiple people and companies in the resolution process. Throughout this process, only about one in three indicate their information was always retained between customer service steps. Among those whose information was not retained, 81 percent indicated this delayed their resolution and 85 percent found it to be somewhat or extremely annoying.

"Adoption of connected devices is on the verge of transitioning from early adopters to the mainstream as popularity and integration of IoT expands and homes become smarter," said Autumn Braswell, COO of iQor. "It is crucial that organizations streamline and improve the support process now to reduce the number of steps, people and brands required to unlock the intended value of the connected device and ensure that the customer service challenges are addressed before mass adoption."

Consumers Seek Self-Help and Digital Solutions in Resolution Process

Although early adopters, and millennials, take more steps to resolve an issue before connecting with customer support because they believe they have the technical knowledge to solve the problem on their own, very few consumers overall start the resolution process by engaging with customer service.

More than half of consumers (59 percent) read the instructions/manual provided as their first step to solve an issue and nearly one in five (14 percent) asked a friend or family member for help. On average, consumers surveyed take more than eight steps to resolve an issue and the typical journey is: read instructions, visit manufacturer’s website, searched on Google, explore other websites, call manufacturer’s customer service hotline and return for repair or replacement.

Of note, the step judged highest for the combination of effectiveness and convenience is YouTube, and nearly half of consumers (47 percent) used YouTube as an interim step in the resolution process.

Frustrated Consumers and Easy Return Policies Driving Costs

Frustrated consumers combined with lax return policies is creating a surplus of connected devices that are sent back, often with nothing wrong with them. The CPX 360 Survey reports that 22 percent of consumers dealing with a connected device issue chose to return the product for a refund.

There is a strong correlation between being dissatisfied with the problem resolution process and customer service being more complex, taking longer and information not being retained between steps; those experiencing dissatisfaction are far less likely to have fixed or resolved their problem on their own or with customer service, and far more likely to make a return for a refund. Based on iQor’s experience, 15-30 percent of returned products have nothing wrong with them; in some product areas, this figure is as high as 65 percent.

The cost to the US economy for returns is $260 Billion a year. According to Deloitte, many technology brands spend 9-15 percent of their revenue handling returns.

"Connected devices are improving lives globally but, as devices become more complex and the IoT ecosystem expands, brands need to rethink their service models or else face even more frustrated consumers and unnecessary, costly returns," said Hartmut Liebel, CEO of iQor. "Connecting the consumer and product journeys, and using those insights to make consumer experience more frictionless and less frustrating, is a matter of concern for industry and consumers."

 

#contactcenterworld, @iqor


About iQor:
Company LogoiQor is a global provider of business process outsourcing and product support services with 32,000 employees in 17 countries. We partner with many of the world’s best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics and analytics platforms enable us to measure, monitor and analyze brand interactions, improve business processes and find operational efficiencies that lead to superior outcomes for our partners across the customer and product lifecycles.
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Today's Tip of the Day - Voice Mail

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

Published: Friday, February 9, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

3.) 
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

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

15.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 

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