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Industry Research : UK Businesses Harbour Hidden Digital Transformation ‘Deficit’

#contactcenterworld

Many UK businesses are missing the key steps necessary to achieve their digital transformation objectives, a new report reveals – creating the risk that major projects and initiatives will fail to fully deliver their intended benefits.

  • Almost all UK firms are skipping key steps necessary to deliver successful major transformation programmes, according to new research from ArvatoConnect.
  • ArvatoConnect provides customer experience and business optimisation services to global brands and organisations.
  • The findings show that the majority of firms don’t set key performance benchmarks, secure customer and employee buy-in or have a data strategy in place.
  • Many organisations also admit their strategies are led by technology over customers’ needs, or are driven by an effort to keep pace with competitors.
  • ArvatoConnect says this is significantly elevating the risk of projects falling short of their potential or missing the mark completely.

More than two thirds (68%) of firms currently delivering digital transformation projects don’t have an overarching data strategy in place, while 70% say they don’t have the infrastructure to effectively collate and manage information and 72% aren’t confident they can protect it once they have it.

The research, published by ArvatoConnect – formerly Arvato CRM Solutions – and which surveyed* 500 customer experience, IT and transformation decisionmakers in UK companies, also found that four in five (81%) don’t gather feedback from customers on how their existing solutions are working and haven’t trained employees on new technologies or processes (84%).

Similar proportions admitted to not seeking customer (81%) or employee (82%) buy-in on their transformation plans, or even setting key performance indicators (KPIs) (80%).

ArvatoConnect, which provides customer experience and business optimisation services to global brands, says that businesses are misplacing their confidence and that skipping these important steps is creating a ‘digital deficit’ – a disconnect between transformation plans’ objectives, and the reality of what they are likely to achieve.

James Towner, Chief Growth Officer, ArvatoConnect, said: "While our research tells us that many businesses are confident in delivering successful digital transformation projects and have such projects underway, this confidence may be misplaced.

"Transformation holds the key to future growth and productivity gains for businesses across the UK’s economy, but the programmes that are missing steps like gathering customer feedback and even setting KPIs is concerning.

"These steps constitute key foundations of successful digital transformation projects, and firms must take this into account and focus on closing these ‘digital deficits’."

ArvatoConnect’s report also uncovered that many companies’ transformation strategies were being driven by technology or competitive impulse, rather than by businesses’ or customers’ needs.

More than three quarters (77%) of decisionmakers admitted that their transformation strategies were being led more by available digital solutions than what their customers or businesses actually require. Meanwhile, nearly two fifths (39%) said their plans were being shaped by simply trying to keep pace with competitors.

This type of transformation approach could mean that common customer experience problems are left unaddressed. A separate YouGov poll of UK adults**, commissioned by ArvatoConnect, found that more than two thirds (68%) had experienced an issue contacting a company in the last 12 months, while nearly half (47%) had experienced an issue when contacting a government body.

James Towner continued: "Any transformation programme needs to be grounded in a clear understanding of the needs of the organisation, its customers or its citizens.

"Organisations mustn’t fall into the?trap of spending time and money on developing solutions that are then left looking for a problem to ‘fix’.?

"Taking the time to get the basics right – and seeking the right support with digital transformation planning – will only generate better results over the long term."?

The Digital Deficit report is the first launched by ArvatoConnect, formerly Arvato CRM Solutions.

#contactcenterworld


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Today's Tip of the Day - Speech Recognition

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

Published: Wednesday, February 21, 2024

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2024 Buyers Guide Dialer Solutions

 
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.) 
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

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
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!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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