01 London (PRWEB) October 2013
Customers are increasingly using mobile devices to interact with companies. This trend represents a significant opportunity for organizations to develop applications for customer contact that enrich the customer experience. Organizations are also faced with the challenges inherent in the use of mobile devices. The Market Outlook examines mobility in terms of the opportunities and challenges business face when integrating mobility into their customer interaction strategies.
The Rise of Wireless
wireless is becoming the norm in personal communications in North America. Consider these statistics:
• Americaines. market. Frost & amp; amp; Sullivan expects the subscriber base US wireless reachX million in 2017, after increasing by X million in 2011, a compound annual growth rate of X percent. The rate of wireless penetration will reach X percent fromX percent over the same period.
• Canadian market. A similar trend towards wireless is underway in Canada, but at a slower rate than in the United States Frost & amp pace; amp; Sullivan expects penetration Canadian wireless, X percent in 2011, will grow to X percent in 2017.
This preference for wireless devices extends the contact center and interactive voice response. Two examples of vendors in this space:
• West. The company reports that about X percent of all calls it takes for customers of its West Interactive division are customers who use their mobile devices and phones
• LivePerson. The provider of cat reports that XX percent of its traffic comes from cat mobile phones and tablets.
Wireless carriers increased consumer expectations regarding the capacity of terminals and networks. At the same time, companies are able to offer a better service in itself and assisted by an agent on wireless devices. The following features illustrate some of these capabilities.
• Geolocation. Geolocation-the ability to know where users are by tracking their mobile phones with GPS coordinates, its critical importance to mobile devices because it allows businesses to provide location-based services (LBS). Integrated in a mobile business application, LBS can allow customers to find businesses and services that are closest to them, such as ATMs, lodging, gas stations and stores concerned. LBS can also enable companies to locate their customers. For example, it could be used by insurers and tow truck drivers to identify the location of customers requesting roadside assistance. LBS can also be used proactively by companies to create a higher level of service and generate additional revenue. For example, if a client is in a station and recorded their smartphone, or was provided a VIP phone as part of their stay, the resort could push an offer for the unit to a free drink or appetizer to one of their restaurants.
• Photo / Video Capture. Most wireless devices are now equipped with cameras that produce remarkably clear still and video images, while broadband wireless (3G, 4G / LTE) to deliver. Users have become experts in the use of these features to create photos and videos of high quality. These capabilities can be used to enhance the customer service and support. For example, a client still images or video clips can help a sales person to understand what they want in a product that is to say, a carpet to match the decor. At the same time, an insurance agent can tell their client what to take pictures of after an accident, and walk them through a potentially stressful process. Finally, a technical support representative can send images and instructional videos for individual devices.
• Although still images are easy to transmit and receive, there are still barriers to video use. These include rates of support, locally available bandwidth and capabilities of specific devices that vary by model. Especially, the market still can not see many cases of use of mobile video.
• mobile web and mobile applications. Consumers have shown a strong preference for self-service web; Frost & amp; amp; Search Sullivan ranks ahead of all other channels of contact in terms of customer satisfaction. Consumers are taking that choice on the go through their mobile devices in what became known as the mobile web name. Mobile applications are very popular with consumers. Customers engage with mobile optimized websites directly and indirectly with mobile applications. Mobile applications are downloadable software applications that allow users to perform Web interactions as self-service or with the help of the agent on the devices, including voice and chat.
• QR codes. QR codes are “digital hieroglyphics” that appear in a growing number of media such as direct mail, statements, print ads, store displays, and signage. They are essentially an advanced version of bar codes, and can be scanned off the display of the device. QR codes contain detailed information on products and services such as store locations and information websites. They may represent targeted offers or mobile coupons, which are released individuals when they take pictures of the codes with their wireless devices. Companies are finding more for QR codes. For example, airlines are now including them in their emails that customers can scan doors instead of issuing paper boarding passes.
• SMS / text. “SMS” stands for mobile. SMS / text can be and is used by clients and agents to interact with each other, and proactive outbound customer (CPC) contact applications.
Client Login mobile
Many vendors have introduced products that enable and support customer interactions mobiles. Clearly a great deal of research has been devoted to understanding how customers use mobile applications and their preferences for how they want to interact treated, especially when they need help Direct. For example, providers agree that mobility, the model of customer engagement needs to move from the hold music is immediate access to the agent or queue with virtual Xpercent reminder immediate or scheduled. There is also a need for a transport channel context to another. Suppliers have also what is displayed and heard in more usable mobile application, and used the unique properties of mobile devices. The following customer interactions in mobile developments are noteworthy. Solutions representative suppliers are noted in context.
• Multiple device and support of the platform. Solutions are being written for multiple devices and platforms. The Mobile Managed Service solution allows Western and supports mobile optimized websites, smartphones and tablet applications in all major platforms, and mobile messaging such as SMS / MMS push notifications. The platform can speed up Western support for new devices and upgrades of the handle.
• The voice recognition solutions. Speech front ends are essential for mobile interactions, as they automate and reduce calls from live agent. They also allow the use of hands-free devices. Lexee Angel offers a user interface of the conversation, including voice authentication for applications requiring greater security. Nina, developed by Nuance, combines multiple voice technologies, including natural language understanding that improves the flow of conversation and accuracy.
Table of Contents
1 The rise of wireless
2 Mobile Client Login
3 Hear customers and agents
4 Filling the gaps wireless
5 Summary and Recommendations
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