Evolving Technical Support for the Connected Home
|
|
- Mark Tate
- 6 years ago
- Views:
Transcription
1 Evolving Technical Support for the Connected Home INDUSTRY WEBCAST James Morehead VP, Product Management Support.com, Inc. Patrice Samuels Research Analyst Parks Associates SPONSORED BY NOVEMBER 19, 2013
2 Webcast Replay To replay the webcast, click here: PARKS ASSOCIATES 2
3 Digital Landscape of U.S. Broadband Households Computer Home network Smartphone Game console Tablet/iPad e-reader SmartTV Networked audio system Wireless speakers Connected Blu-ray player Connected DVR Automatic lighting controls Streaming media player IP security cameras Electronic door locks Smart thermostat Adoption of Emerging Devices (Q1/13) (Among all BB HHs, n=2,500, ± 1.96%) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Owning Specified Device PARKS ASSOCIATES 3
4 Medical Devices: Adoption and Use Healthcare Product Ownership Digital weight scale Blood Pressure Meter Large fitness equipment Digital pedometer Glucometer Heart rate watch Digital hearing aid Digital pill box with reminder function Medical alert button/pendant None of above 0% 20% 40% 60% % Reporting Ownership Percent of Owned Medical Devices Used to Transfer Health Data Heart rate watch Digital pill box with reminder Glucometer Digital pedometer Medical alert button/pendant Blood Pressure Meter Digital hearing aid Digital weight scale Large fitness equipment None of above 0% 20% 40% 60% 80% % Reporting Digital Transfers of Health Data PARKS ASSOCIATES 4
5 High Frequency of Problems for Home Automation Devices Frequency of Device Problems "How often do you experience problems with the following devices?" (Among BB HHs Owning Specified Devices) 3 Times a Month 3 Times a Week Daily/Almost Daily Networked audio system Electronic door locks IP security cameras Streaming media player Smart thermostat 0% 5% 10% 15% 20% 25% 30% 35% 40% % Experiencing Problems at Specified Frequency PARKS ASSOCIATES 5
6 Device Owners Experience Problems Monthly Frequency of Device Problems "How often do you experience problems with the following devices?" (Among BB HHs Owning Specified Devices) 3 Times a Month 3 Times a Week Daily/Almost Daily Wireless speakers DVR Home network Computer Automatic lighting controls Smartphone Blu-ray player Smart TV Tablet/iPad e-reader Game console 0% 5% 10% 15% 20% 25% 30% 35% 40% % Experience Problems at Specified Frequency PARKS ASSOCIATES 6
7 Common Problems with Devices Home Control Computing Entertainment Automatic Lighting Controls Time errors Lights / sensor malfunction Smart Thermostat Temperature control Accurate operation Electronic Door Lock Not always reliable Door doesn t lock / gets stuck IP Security Camera Image / video quality Device wears out quickly Computers Virus/Spyware Slow Speeds Problems Connecting to Wireless Smartphone Short battery life Problems connecting to 3G/4G Internet Difficulty with apps Tablets Short battery life Problems connecting to wireless Internet Difficulty with apps Smart TV Poor picture & sound quality Device freezes up / high lag time Loss of signal/ problems when connecting to Internet Wireless Speaker Poor sound quality Connection defects / problems Streaming Media Players Poor sound quality Connection defects / problems PARKS ASSOCIATES 7
8 Poll Question How important is technology support in creating a positive customer experience? (Rank from 1 to 5) 1 not at all important very important PARKS ASSOCIATES 8
9 Tech Support Creates Brand Loyalty and Generates Revenue Create comprehensive services Address the support environment Move beyond break / fix to device lifecycle Provide multiple touch-points Offer premium support Provide efficient services Automate support» Scanning» Guided diagnostic workflow» Predictive analytics» Asset intelligence 72% of consumers desire comprehensive services» Proactive support 75% of consumers want quick problem resolution Achieve service accuracy Attain high First Call Resolution (FCR) Reduce churn Reduce cost of support Create more opportunities for revenue generation Consumers are twice as likely to switch from broadband or mobile provider if dissatisfied with their support service PARKS ASSOCIATES 9
10 Tech Support Generates Revenue Perceived Value of Professional Technical Support "How valuable would it be to have professional technical support for the following devices?" (Among BB HHs Owning Specified Devices) Not valuable (Rating 1-3 on 7-pt. scale) Highly valuable (Rating 5-7 on 7-pt. scale) Networked audio system (n=148, ±8.06%) Electronic door locks (n=143, ±8.2%) Smart thermostat (n=109, ±9.39%) IP security cameras (n=185, ±7.21%) DVR (n=551, ±4.17%) 50% 30% 10% 10% 30% 50% 70% % Selecting Rating on a 7-pt. Scale PARKS ASSOCIATES 10
11 James Morehead, VP Product Management 20+ years of product management and marketing experience for high-tech companies Leads Support.com s product strategy, user experience design and roadmap Support.com is a leading provider of cloud-based technology services and software for communications providers, retailers and technology companies PARKS ASSOCIATES 11
12 Complexity in the Connected Home is Accelerating PARKS ASSOCIATES 12
13 As Products Become More Complex and Interconnected, Resolution Time is Increasing Product support is becoming more complex 65% of products are highly complex in 2013 (vs. 42% in 2003) Incidents involving 3 rd party products take 45% longer to resolve 24% of assisted support incidents involve 3 rd party products How complex are the products you support? % 42% 42% % 26% 63% % 29% 65% 0% 20% 40% 60% 80% 100% Standard Complexity Moderate Complexity Highly Complex (source: TSIA Benchmark survey of customer service executives) PARKS ASSOCIATES 13
14 Technology Support Across the Customer Journey Buying Experience» Does the first 30 days begin a long-term relationship or result in no-fault returns / churn? Ownership Experience» Does tech support reinforce value or end customer relationships? Social Amplifier» Good / bad tech support experiences can go viral PARKS ASSOCIATES 14
15 Technology Support Spectrum DIY Support (web searches) Crowd-Sourced Social Support (unmanaged content) Company Self-Service Portal (managed content) BRAND VISIBILITY Interactive Live Support (chat / phone / in-person) CUSTOMER EXPERIENCE IMPACT PARKS ASSOCIATES 15
16 Why Consistency Matters Why Consistency Is the Key to Profitable Customer Service Gallup Business Journal, Aug PARKS ASSOCIATES 16
17 Averages Hide Variances that Impact Customer Experience Distribution #1 Distribution #2 35,000 30,000 # Surveys 35,000 30,000 # Surveys 25,000 25,000 20,000 20,000 15,000 15,000 10,000 10,000 5,000 5, Customer Satisfaction (0-10 scale) Customer Satisfaction (0-10 scale) Two 50,000 survey samples (hypothetical)» Each with an average score of 8.8 out of 10» Distribution #1 NPS = 69%, Distribution #2 NPS = 71% Distribution #2 averages mask a cluster of dissatisfied customers» Outstanding experience for 85% of customers, but 11% scored 2 or less Within a team, group of centers or community of outsourcers, average metrics can mask consistency-impacting variances PARKS ASSOCIATES 17
18 What Drives Tech Support Inconsistency? High dependency on agent experience and knowledge Inconsistent execution of best practices and inability to track compliance Little or no access to relevant diagnostics Limited automation, too much talk therapy Delays caused by swivel-chairing between systems Repeated requests for the same information PARKS ASSOCIATES 18
19 Poll Question In your opinion, which of the following challenges have the most impact on achieving tech support consistency? [Choose the top three] High dependency on agent experience and knowledge Repeated requests for the same information. Limited automation, too much talk therapy. Delays caused by swivel-chairing between systems. Little or no access to relevant diagnostics PARKS ASSOCIATES 19
20 Achieving Consistency in Tech Support Great techs combine expertise and technology Tech agent experience and training Device diagnostics Automation technology Codified best practices Customers are confident the problem will be solved PARKS ASSOCIATES 20
21 Beyond Scripting Combining Diagnostics, Automation and Workflow Tech Agent View Supervisor / QA View Structured Workflow Automated Solutions Contextual Diagnostics Rich Analytics PARKS ASSOCIATES 21
22 Technology Support for the Connected Home: Key Considerations Defining the scope of free support Where is the line of demarcation drawn / what is in scope? Are out of scope support requests deflected or monetized? How is the line of demarcation communicated? To customers? To agents? Premium support models Attached sale Example: premium support as an upsell with a new tablet Bundled sale Example: premium support bundled with broadband service Point of need sale Example: out-of-scope calls (past the de-marc) transferred to premium support sales Both incident (one-time fix) and subscription models possible PARKS ASSOCIATES 22
23 Support.com Overview Support.com provides cloud-based services and software that power premium technology support programs and technical support organizations PARKS ASSOCIATES 23
24 Support.com Overview Support.com provides cloud-based services and software that power premium technology support programs and technical support organizations: Nexus Service Delivery Platform Scalable workforce of technology specialists Mobile and desktop apps Proven expertise in program design and execution Leading brands have achieved success with Support.com New premium support revenue streams Enhanced customer experience Reduced costs for technology support All with minimal up front investment and risk PARKS ASSOCIATES 24
25 Q & A Session PARKS ASSOCIATES 25
26 James Morehead VP, Product Management Thank you for attending! Patrice Samuels Research Analyst
Supporting the Connected Home:
Supporting the Connected Home: Preventing the Internet of Broken Things James Morehead, VP, Product Management, Support.com, Inc. Tom Kerber, Director of Research, Home Controls and Energy, Parks Associates
More informationClosing the IoT Gap with Specialized Tech Support
Closing the IoT Gap with Specialized Tech Support Audio replay To replay the webcast, click here: https://attendee.gotowebinar.com/recording/8532496466373323265 Presented By: Parks Associates Patrice Samuels
More informationKey Competitive Elements for Smart Home Service Providers
Key Competitive Elements for Smart Home Service Providers Parks Associates Webcast Sponsored by: Presented by: Audio Recording To replay the webcast, click here: https://attendee.gotowebinar.com/recording/2676162186101775105
More informationThe Internet of Things: ImplIcatIons for support services & solutions
The Internet of Things: ImplIcatIons for support services & solutions A Parks Associates Whitepaper Developed for The Internet of Things: Implications for Support Services and Solutions The Internet of
More informationIoT Support: Solutions for the Internet of Tomorrow
IoT Support: Solutions for the Internet of Tomorrow A Parks Associates Whitepaper Developed for IoT Support: Solutions for the Internet of Tomorrow The Internet of Things (IoT) has introduced new categories
More informationNext Generation Contact Centre Solution Framework Whitepaper
Next Generation Contact Centre Solution Framework Whitepaper The key is to understand what does a expects he connect with a contact centre The answer is certainly not only a quick resolution Contact centres
More informationRevenue, Loyalty and the Transformation of Support Services
Revenue, Loyalty and the Transformation of Support Services Presenters: Jim O'Neill, Research Analyst, Parks Associates Josh Goldlust, Vice President, Product Management, PlumChoice, Inc. Audio Recording
More informationVIA Insights: Telcoms CONNECT to Digital Operations
VIA Insights: Telcoms CONNECT to Digital Operations TELCOMS HAVE COME A LONG WAY FROM 2 CANS AND A STRING! CONNECTING friends, families and businesses using rotary phones to mobile phones telcoms have
More informationThe Connected Digital Experience: Why it s great for your customers and your business
The Connected Digital Experience: Why it s great for your customers and your business The challenge: Deliver throughout the customer lifecycle When Cisco meets with companies like yours, we continually
More informationCUSTOMER SERVICE. Overview
CUSTOMER SERVICE Overview Better Customer Service Drives Company Value companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not
More informationSupporting The. Connected Home: Challenges & Opportunity
Supporting The Connected Home: Challenges & Opportunity Agenda 1. The Landscape: What is the connected home and how is it evolving? 2. The Consumer: What do they want and how do you deliver? 3. How to
More informationTargetSpot Digital Audio Benchmark and Trend Study, A Parks Associates white paper developed for
TargetSpot Digital Audio Benchmark and Trend Study, 2012 A Parks Associates white paper developed for Foreword By Research By A Paradigm Shift FOREWORD The explosive growth in Digital Audio over the past
More informationTurn predictability into productivity.
Turn predictability into productivity. Condition Based Maintenance To help you rapidly respond to customer demand and compete against rivals, your machinery has to run efficiently. In the crowded industrial-equipment
More informationseven proven strategies for digital testing success
seven proven strategies for digital testing success table of contents 03 Digital consumers infographics 04 Testing in the digital age 06 Conclusion 07 About amdocs 2 the world is becoming increasingly
More informationVideo Assurance Best Practices For Minerva Platform Operators
Video Assurance Best Practices For Minerva Platform Operators Cincinnati Bell is supporting over 100,000 subscribers on its Minerva TV platform and is bringing more content on more screens for an on-demand
More informationAre You Prepared for the Next Generation of Customer Expectations?
Are You Prepared for the Next Generation of Customer Expectations? Live-Tweet with @Virteva_Inc using #NextGenCX December 19, 2017 Today s Speakers Steve Griffiths EVP Virteva Steve.Griffiths@Virteva.com
More informationMonetizing Data. Creating Wealth through Analytics Powered Digital Culture. Narayanan Ramanathan (NR) Chief Digital Officer & Global Head
Monetizing Data Creating Wealth through Analytics Powered Digital Culture Narayanan Ramanathan (NR) Chief Digital Officer & Global Head Restricted Circulation L&T Technology Services 2018 Exciting Facts
More informationThe Definitive Buyer s Guide for a. Customer Success Platform
The Definitive Buyer s Guide for a Customer Success Platform Table of Contents Customer Success Platform Overview 3 Getting Started 4 Making the case 4 Priorities and problems 5 Key Components of a Successful
More informationSPECIAL REPORT Revolutionizing Customer Service in Manufacturing Research insights from nearly 300 manufacturing service leaders worldwide
SPECIAL REPORT Revolutionizing Customer Service in Manufacturing Research insights from nearly 300 manufacturing service leaders worldwide About This Report 2 surveyed 291 customer service professionals
More information12% 16% Faster full resolution time. Faster first reply time. Customers who use analytics are more responsive and effective
INSIGHTS Customers who use analytics are more responsive and effective The average full resolution time is 60 hours. 16% means a savings of over 9 hours per ticket 12% 16% Faster first reply time Faster
More informationVerto Analytics Audience Profiles
Verto Analytics Audience Profiles What is Happening in Media? Mobile Devices Drive Online Frequency and Reach. Only 15% of the UK Universe Is Reached, on the Level of Hours, via PC. Mobile Extends that
More informationKevin Petersen President, AT&T Digital Life
Kevin Petersen President, AT&T Digital Life 1 Global smart home market expected to reach $115B by 2019 2 Source: Strategy Analytics, 2014. A look at the industry Home Security Less than 20% of U.S. households
More informationCOGNITIVE QA: LEVERAGE AI AND ANALYTICS FOR GREATER SPEED AND QUALITY. us.sogeti.com
COGNITIVE QA: LEVERAGE AI AND ANALYTICS FOR GREATER SPEED AND QUALITY ARTIFICIAL INTELLIGENCE vs. COGNITIVE COMPUTING Build a system that can generally perform any intellectual task so called Strong AI
More informationPega Upstream Oil & Gas Capabilities Overview
Pega Upstream Oil & Gas Capabilities Overview Pegasystems, Inc APRIL, 2016 1 Overview Pega delivers a unified, strategic application development platform that empowers upstream oil & gas companies to leverage
More informationOpen the door and unlock opportunities with the Cisco Services Icebreaker Program. What s hidden in your Cisco Installed Base? TD Azlan, Services
What s hidden in your Cisco Installed Base? Open the door and unlock opportunities with the Cisco Services Icebreaker Program Your Personalised Business Case - prepared for TD Azlan, Services Your Personalised
More informationTapping Buyer Behavior To Capitalize on Next-Generation Video Opportunities
Tapping Buyer Behavior To Capitalize on Next-Generation Video Opportunities A Connected Life Market Watch Perspective Cisco Internet Business Solutions Group March 2012 Internet Business Solutions Group
More informationVijeo Citect roadmap and how to get more from your investment. Darren Fraser General Manager SCADA Adam Barnes Product Manager Vijeo Citect
Vijeo Citect roadmap and how to get more from your investment Darren Fraser General Manager SCADA Adam Barnes Product Manager Vijeo Citect Agenda Strengths of our joint organization Our SCADA strategy
More information4 Steps to Incredible Customer Service. Insights from the 2015 State of Service Report
4 Steps to Incredible Customer Service Insights from the 2015 State of Service Report Introduction Over the past several years, customer service has undergone a dramatic shift. Once, you might have had
More informationFive Advances in Analytics
Five Advances in Analytics Fern Halper TDWI Director of Research for Advanced Analytics @fhalper March 26, 2015 Sponsor 2 Speakers Fern Halper Research Director for Advanced Analytics, TDWI Mike Watschke
More informationOmni-channel. How to Get. Right. Omni-channel Best Practices
How to Get Omni-channel Right Omni-channel Best Practices To successfully implement an omni-channel experience, brands and businesses need to ensure that the strategy: n Provides a consistent message across
More informationTHE FUTURE OF SUPPORT: Intelligence Managing Technology. A Parks Associates Whitepaper in partnership with EchoStar, developers of Symbi
THE FUTURE OF SUPPORT: Intelligence Managing Technology A Parks Associates Whitepaper in partnership with EchoStar, developers of Symbi A Digital Explosion The information age now touches nearly every
More informationMOTOTRBO FOR MANUFACTURING THE NEW MOTOTRBO INTELLIGENT RADIO FOR SMART, CONNECTED MANUFACTURING
MOTOTRBO FOR MANUFACTURING THE NEW MOTOTRBO INTELLIGENT RADIO FOR SMART, CONNECTED MANUFACTURING PURPOSE-BUILT FOR PLANT COMMUNICATIONS This Communications Guide provides fresh insights into the manufacturing
More informationYour Roadmap to Intelligent Assisted Support
COVEO FUNDAMENTALS Your Roadmap to Intelligent Assisted Support 1 Introduction Among support leaders top priorities are the seemingly contradicting needs to reduce support costs, while improving customer
More informationIntroducing Live Chat
Live Chat 1 Introducing Live Chat Digital transformation is heading the corporate agenda, but only 25% of executives feel fully prepared. Simultaneously we witness a significant increase in digital adoption
More informationPEGA 101 AI, AUTOMATION, AGILITY. Product and Technology Overview
PEGA 101 AI, AUTOMATION, AGILITY Product and Technology Overview And now for something completely different Pega Overview Why clients chose Pega? What makes our technology different? The Pega Platform
More informationPega: The Real Alternative to Salesforce & Vlocity
Your Guide to Customer Engagement Excellence Pega: The Real Alternative to Salesforce & Vlocity Your Guide to Customer Engagement Excellence A PEGA COMMUNICATIONS EBOOK 1 Guide: Customer Engagement Platform
More informationSession 309 C-Level Success, and the Secret Weapon of Service and Support Jeff Rumburg Managing Partner MetricNet, LLC
Session 309 C-Level Success, and the Secret Weapon of Service and Support Jeff Rumburg Managing Partner MetricNet, LLC 28 Years of Service and Support Benchmarking Data Global Database More than 3,700
More informationVerint Engagement Management Solution Brief. Overview of the Applications and Benefits of
Verint Engagement Management Solution Brief Overview of the Applications and Benefits of Verint Engagement Management November 2015 Table of Contents Introduction... 2 Verint Engagement Management Advantages...
More informationPriority Plus. Citrix Customer Success Services
Customized, preventative support for complex, global and mission-critical solutions, with our fastest response times and most aggressive restoration targets designed to help you minimize risk, accelerate
More informationCross-channel marketing. What can the best of the best tell us?
Cross-channel marketing What can the best of the best tell us? Contents Introduction 3 Today s cross-channel marketing challenge 4 Best of the Best 2015 Key Facts 1. So many devices, so little attention
More informationCustomer Experience of Tomorrow November 2018
Sponsored by: Zendesk To differentiate in a competitive environment, a brand needs to create customer support experiences that are integrated and compelling over the lifetime of a relationship with a customer.
More informationOne Size Doesn t Fit All Reinvent Your B2B E-Commerce Strategy
One Size Doesn t Fit All Reinvent Your B2B E-Commerce Strategy Featuring: Chip House, Four51 Jason Sproles, Support One Darin Lynch, Irish Titan Eric Smith, Modern Distribution Management Sponsored by:
More informationHarmony Home Control Logitech Analyst & Investor Day. Bruce Lancaster 11 March 2015
Harmony Home Control Logitech Analyst & Investor Day Bruce Lancaster 11 March 2015 1 Forward Looking Statements This presentation contains forward-looking statements within the meaning of the U.S. federal
More informationCisco Remote Expert Smart Solution for Retail Banking Enabling Personalized and Pervasive Sales and Service Across Delivery Channels
Solution Overview Cisco Remote Expert Smart Solution for Retail Banking Enabling Personalized and Pervasive Sales and Service Across Delivery Channels For too long, the financial services industry has
More informationin Action Modern Citizen Service Human Centric Innovation Mahmoud Zaher Sales Consultant - Customer Experience Solutions
Modern Citizen Service Mahmoud Zaher Sales Consultant - Customer Experience Solutions Mahmoud.zaher@oracle.com Human Centric Innovation in Action INTERNAL USE ONLY 0 Copyright 2015 FUJITSU Grace has just
More informationSYNTHETIC ACTIVE MONITORING. Copyright 2015 TestPoint All Rights Reserved
SYNTHETIC ACTIVE MONITORING Copyright 2015 TestPoint All Rights Reserved A COMPLETE VIEW OF YOUR APPLICATION/S Having a complete view, Means adopting an approach which allows you to measure the end-user
More informationSmart Desktops Enhance Agent and Customer Experiences
Smart Desktops Enhance Agent and Customer Experiences Q&A with Richard Snow VP & Research Director Customer and Contact Center Research Ventana Research 14 Q: What challenges do companies face in handling
More information3 Bright Ideas for Increasing Conversions with Customer Engagement
3 Bright Ideas for Increasing Conversions with Customer Engagement Table of Contents Are Old-School Engagement Techniques Putting Your Business in a Bad Light?... 3 The Electrifying Results of Effective
More informationWHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI
s WHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI 1-800-639-1700 mycallfinder.com A Guide to Funding Speech Analytics and Leveraging
More information5 Steps to Increase Revenue Through Customer Experience. A guide to picking the right technology for delivering competitive customer service
5 Steps to Increase Revenue Through Customer Experience A guide to picking the right technology for delivering competitive customer service A guide from Mitel Ten years ago, people would simply pick up
More informationModern Customer Service In a Contact Center
Modern Customer Service In a Contact Center Yong Sheng Lee Director of Strategy and Sales, Service Cloud Oracle Asia Pacific April 2015 Safe Harbor Statement The following is intended to outline our general
More informationServiceMax Overview. LUBOR PTACEK VP, Product Marketing GE Digital. GAURAV VERMA Sr. Product Marketing Manager GE Digital
ServiceMax Overview LUBOR PTACEK VP, Product Marketing GE Digital GAURAV VERMA Sr. Product Marketing Manager GE Digital Service is a Growth Engine 2X Growth rate in services vs. equipment sales at manufacturing
More informationDynamics CRM Powering the future of CRM. Itai Aharonov Solution Specialist Dynamics CRM Israel MBS
Dynamics CRM 2016 Powering the future of CRM Itai Aharonov Solution Specialist Dynamics CRM Israel MBS Omni Channel Self-Service Agent Enablement Field Service Knowledge Email Chat Social Web Messaging
More informationPresenter Name Date INTRODUCING HONEYWELL EVANCE FACILITY MANAGER
Presenter Name Date INTRODUCING HONEYWELL EVANCE FACILITY MANAGER Problem Overview 1 Facility managers using Notifier systems find it difficult to effectively maintain and manage their systems Problem
More informationCASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY
CASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY THINK BIG, START SMART mnubo is an Internet of Things (IoT) company, providing Data Analytics solutions for connected Product Manufacturers
More informationCreate Experiences. Build Customers. Drive Sales.
Create Experiences. Build Customers. Drive Sales. This page has been intentionally left blank In every market, in every minute, digital raises the bar Your customers are always connected. They know your
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationDrive More Revenue by Measuring and Managing Customer Lifecycle Value
Drive More Revenue by Measuring and Managing Customer Lifecycle Value The customer is at the center of every business transaction, and keeping the customer engaged has never been more vital than it is
More informationThe four steps of Digital Transformation. Andrew Smith General Manager, Sales Strategy & Operations IoT Device Partners, Microsoft
The four steps of Digital Transformation Andrew Smith General Manager, Sales Strategy & Operations IoT Device Partners, Microsoft Here s what we re covering Four steps of digital transformation Differences
More informationCOLLABORATIVE SUPPORT ENHANCES THE TECHNICAL SUPPORT EXPERIENCE
COLLABORATIVE SUPPORT ENHANCES THE TECHNICAL SUPPORT EXPERIENCE 1 IMPLEMENT A COLLABORATIVE SUPPORT MODEL TO IMPROVE CUSTOMER AND EMPLOYEE SATISFACTION Poor technical support service significantly impacts
More informationAt the Heart of Quality Assurance
www.niit-tech.com At the Heart of Quality Assurance Driving Software Quality and Improving Efficiencies for Wealth Growing competition, global user base, and emerging technology convergence are some of
More informationHardware. This white paper will discuss the realities of IIoT and review the 7 key success factors for software monetization, including:
7 Steps to Grow Profits in Industrial Automation Create New Revenue Streams with Software Monetization Processes Software Data The Industrial Internet of Things (IIoT) is changing the way goods are planned,
More informationPriority. Citrix Customer Success Services
Personalized, proactive support for your business-critical environments designed to help you minimize risk, accelerate adoption and maximize the value of your Citrix solutions. Personalized, proactive
More informationREDEFINE YOUR BIOMEDICAL, FACILITIES, & HEALTHCARE TECHNOLOGY MANAGEMENT STRATEGIES
ASSET & MAINTENANCE MANAGEMENT DESIGNED FOR HEALTHCARE REDEFINE YOUR BIOMEDICAL, FACILITIES, & HEALTHCARE TECHNOLOGY MANAGEMENT STRATEGIES Keeping a healthcare system performing optimally means minimizing
More informationPNC8.2. Transforming today, taking care of tomorrow
PNC8.2 Transforming today, taking care of tomorrow Introducing PNC8.2 The latest version of our market leading PNC software smooths the transition to the digital future, helping monitoring centres to provide
More informationIT S A CONNECTED WORLD
CREATING MEMORABLE DIGITAL EXPERIENCES EVERYDAY IT S A CONNECTED WORLD In today s connected world, the virtual space is what enables us to share thoughts, feelings, conversations, materials and lives.
More informationSERVICE AS A STRATEGY: HOW TO USE TECHNOLOGY TO MAXIMIZE YOUR COMPETITIVE ADVANTAGE
HOW TO USE TECHNOLOGY TO MAXIMIZE YOUR COMPETITIVE ADVANTAGE INTRODUCTION Field service has undergone a revolution in recent years, emerging as a key strategic differentiator and profit center for many
More informationEnvision technology conference
Envision technology conference Satish Jadhav Director Strategic Business Development Intel Traditional PRACTICES 70% of Global 2000 CEOs will center their strategies around Digital Transformation by 2017
More informationFULLY OUTSOURCED CONTACT CENTER
FULLY OUTSOURCED CONTACT CENTER Focused on delivering genuine customer experiences that provide powerful data & business intelligence COMPANY OVERVIEW Genuine customer service on behalf of industry leaders
More informationCase Study. Results. The Business
Case Study JR Howden Head of Analytics, Clicktale helped us better engage our clients via the digital channel by enabling us to create a smoother online experience, thanks to a more granular understanding
More informationThe power of the Converge platform lies in the ability to share data across all aspects of risk management over a secure workspace.
Converge Platform The transition to value-based care is breaking down the barriers between the CNO, CMO, and Chief Legal Counsel in managing enterprise risk. It s time to take a proactive systems approach
More informationPutting your customers and colleagues at the heart of an easy retailing experience.
Putting your customers and colleagues at the heart of an easy retailing experience. Alexander Black is a large department store which has an established partnership with BT. This enables the store to embrace
More informationInsurance Outsourcing Services
BUSINESS PROCESS OUTSOURCING INSURANCE Insurance Outsourcing Services Delivering Measurable Results 2 Introduction Insurers want to keep pace with emerging industry trends and adapt quickly to new market
More informationMoving From Contact Center to Customer Engagement
Daitan White Paper Moving From Contact Center to Customer Engagement USING THE CLOUD, BIG DATA AND WEBRTC TO GET THERE Highly Reliable Software Development Services http://www.daitangroup.com Daitan Group
More informationNuance Loop Mobile Marketing and Advertising Services
Nuance Loop Mobile Marketing and Advertising Services 2 Contextual Marketing for personalized, real-time and interactive marketing campaigns Mobile operators face increasing pressure on traditional revenue
More informationThe all-in-one Unified Communications solution for SMBs.
OpenScape Business The all-in-one Unified Communications solution for SMBs. Improve your performance and take your business to the next level with Unified Communications. Amplifying opportunities The success
More informationAn Operator s Guide to Successfully Launching Smart Home Services
ABOX42 Whitepaper Series An Operator s Guide to Successfully Launching Smart Home Services Part 1 Understanding the Market Outlook, Challenges and Commercial Opportunities 2 Table of Contents Introduction
More informationThe Zendesk Benchmark Guide for Enterprise How fast-growing digital natives can innovate and scale
1 The Zendesk Benchmark Guide for Enterprise How fast-growing digital natives can innovate and scale 2 Table of contents 03 Executive summary 04 Key findings 05 How enterprise companies approach customer
More informationCX & CRO. Customer Experience & Conversion Rate Optimization. An ebook BRIDGELINE.COM
CX & CRO Customer Experience & Conversion Rate Optimization An ebook BRIDGELINE.COM 800.603.9936 SALES@BRIDGELINE.COM CX & CRO ABOUT BRIDGELINE DIGITAL Bridgeline Digital, The Digital Engagement Company,
More informationDIGITAL CASE STUDIES
DIGITAL CASE STUDIES 1 Digital Banking with an Internet-Only Bank Digital banking is at a tipping point, our clients are looking for support to create new digitally disruptive services while complying
More informationSUSiEtec The Application Ready IoT Framework. Create your path to digitalization while predictively addressing your business needs
SUSiEtec The Application Ready IoT Framework Create your path to digitalization while predictively addressing your business needs Industry 4.0 trends and vision Transform every aspect of the manufacturing
More informationHow to build digital, connected and adaptive Customer Experiences
V How to build digital, connected and adaptive Customer Experiences The secret to making your customers loyal 2 Keeping customers happy has never been tougher. They ve more of everything: devices, channels,
More informationDATA-DRIVEN COMPANY DIGITAL VIDEO ANALYTICS
DATA-DRIVEN COMPANY DIGITAL VIDEO ANALYTICS GREEK TELECOM MARKET CONTEXT Over the last years, Greek players have began to move sideways in an attempt to offer bundled services to customers Mobile Fixed
More informationCXone Automation and Artificial Intelligence. Faster issue resolution and freedom from mundane tasks
CXone Automation and Artificial Intelligence Faster issue resolution and freedom from mundane tasks Streamline service delivery CXone Automation and Artificial Intelligence streamlines service delivery,
More informationNIMBUS Security & Surveillance Solutions Designing Solutions That Protect
Address Suites 6, 2nd Floor, Evacuee Trust Complex, Sir Agha Khan Road, F-5/1, Islamabad Phone & Fax +92 51 999 111 333 +92 51 999 111 333 Email & Website info@companyname.com www.companyname.com Facebook
More informationThe Secrets of Successful Knowledge Management
SESSION 408 Thursday, April 14, 10:00am - 11:00am Track: Industry Insights The Secrets of Successful Knowledge Management Peter McGarahan Senior IT Director, Infrastructure Corporate IT, First American
More informationCommunicating with Consumers Across Touch Points: Leveraging Behavioral Data Effectively. Case Study October 2016
Communicating with Consumers Across Touch Points: Leveraging Behavioral Data Effectively October 2016 Introduction Many companies leverage online behavioral data to personalize content and monetize digital
More informationCASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved.
CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics TABLE OF CONTENTS The Challenge... 3 NICE CEA from IVRO to CJO... 4 IVRO Deployment... 4 CJO Deployment...
More informationMultichannel Service Interactions Meeting Your Customers Channel Expectations
Multichannel Service Interactions Meeting Your Customers Channel Expectations Scott Seebauer Senior Director Product Management Oracle Service Cloud Monty Deckard Manager Business Applications Bass Pro
More informationPredicting customer satisfaction helps prioritize interactions and prevent churn
Predicting customer satisfaction helps prioritize interactions and prevent churn Publication Date: 03 Feb 2016 Product code: IT0020-000177 Aphrodite Brinsmead Ovum view Summary Although customer service
More informationOracle Real-Time Decisions zur Entscheidungsoptimierung und dessen Einführung
Oracle Real-Time Decisions zur Entscheidungsoptimierung und dessen Einführung César Ortiz, Competence Center BI cesar.ortiz@oracle.com Tel. +49.511.95787161 Oracle Deutschland B.V.
More informationManaging the Actualized Customer in Today s Digital Age
Managing the Actualized Customer in Today s Digital Age Paul Hughes, Director of Strategy Netcracker 2016 1 The Digital Service Provider Evolution The Era of the Actualized Consumer Best Practices for
More informationService Manager Simplifying modern ITSM
www.hornbill.com Service Manager Simplifying modern ITSM Hornbill Service Manager helps organizations to modernize IT Service Management by adopting Collaborative ITSM. This fresh approach blends the most
More informationHow the Use of Smart Devices as Barcode Scanners Can Streamline Supply Chain Workflow
How the Use of Smart Devices as Barcode Scanners Can Streamline Supply Chain Workflow Presented by: Dr. Samuel Mueller, CEO, Scandit 2018 MHI Copyright claimed for audiovisual works and sound recordings
More informationAlways on Marketing Vodafone. June 2018
Always on Marketing Vodafone June 2018 Vodafone is one of the world s largest telecoms operators 25 19 46 64m 47bn 63bn countries in which we have mobile operations countries in which we have fixed operations
More informationNew Energy Consumer. Research Chile results 2016
New Energy Consumer Research Chile results 2016 Accenture s global New Energy Consumer multi-year research program tracks major trends and the next big ideas 2010 2011 2012 2013 2014 2015 2016 Understanding
More information