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Industry Research : U.S. Companies Continue to Struggle With Innovation, Accenture Survey Reveals

#contactcenterworld, @Accenture
U.S. companies are struggling with various innovation pursuits -- continuing a problem they have been grappling with for the past three years, a new Accenture (NYSE: ACN) survey finds.

The survey of executives and managers within 500 U.S. companies reveals that six in 10 (60 percent) said their companies do not learn from past mistakes. This is nearly double the 36 percent who admitted to this three years ago when Accenture last conducted a similar survey.

Nearly three-fourths (72 percent) indicate their firm’s often miss opportunities to exploit underdeveloped areas or markets versus 53 percent three years ago. And more than two-thirds (67 percent) believe their companies are risk averse, a large increase from 46 percent revealed in the previous survey.

The survey also shows that 82 percent admit they do not distinguish their innovation approaches between incremental versus large-scale transformational change – meaning they use a single "one-size-fits-all" approach to achieve different goals. Most respondents said they have "big" innovation ideas but are missing an organizational "home" with the company. So their ideas often go nowhere.

"A significant gap exists between what U.S. companies want to achieve in the innovation arena versus what they are able to do," said Adi Alon, managing director, Accenture Strategy. "They want to innovate yet they need to take different and bolder actions to achieve transformational, major revenue-generating innovation. True innovation requires aggressive changes in technologies, operating models and talent."
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The survey polled executives and managers involved with innovation in 12 industries such as communications, electronics and high-tech, consumer products, and retail. Accenture’s analysis of these results, summarized in a new report titled "2015 Accenture U.S. Innovation Survey: Clear Vision, Cloudy Execution," concludes that these companies hold on to outdated products too long thereby increasing expenses and making them less competitive.

More bullish on disruptive innovation

Despite their companies’ innovation shortcomings, respondents are more bullish on disruptive innovation than they were three years ago. For instance, 84 percent said they believe innovation is key for their long-term success compared with 67 percent three years ago. The same percentage of respondents—84 percent—said they are looking for the "next silver bullet," meaning a market-defining innovation rather than incremental iterations of the same products. Creating new products is a priority for almost half (47 percent) of respondents, an increase of 20 percentage points from three years ago.

#contactcenterworld, @Accenture

Posted by Laura Collins, Editorial Management
Source: https://newsroom.accenture.com

Today's Tip of the Day - Pound-Hash-Number!

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

Published: Tuesday, March 1, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Computer Telephony Integration

 
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.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

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.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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