Not too long ago, the introduction of the all IP call center was the newest phenomenon. Organizations throughout the industry were adopting a streamlined and cost effective method for communications that allowed for the integration of key customer data and cal recording. Now, the VoIP call center is embracing a new phenomenon – the use of the tablet.
Apple (News - Alert) was not the first to market with a tablet computer, but the iPad definitely rocked the industry and led the charge to render netbooks completely obsolete. The same may be happening with the laptop, although more than one content creator has pointed out the need to preserve this much useful tool.
Today, the tablet user is racing toward dominance in the customer service arena and the VoIP call center must be able to adapt or risk losing a key share of the market. PowerNet Global (News - Alert) is one VoIP call center ready to embrace the tablet, as captured in this PNG blog. The company fully acknowledges that video is the “reigning content king” and the devices to support this medium are in high demand.
Consider YouTube (News - Alert) traffic – four billion views per day and 800 million unique visitors per month. Every second of every hour of video, according to PNG, is uploaded to YouTube. For tablet users, this is a haven of rich content, for both entertainment and education.
A study conducted in March 2012 by the Online Publishers Association (OPA), along with Frank N. Magid Associates, a research consulting firm, found that accessing information and content was the top priority for tablet users in the U.S. Of those included in the survey, video was the number one choice of access, as reported by 54 percent.
The weather and news were also important elements for tablet users, who tend to prefer the freedom of clicking on any content they want while on the go. So heavy is the demand that experts predict by 2015, more than half of Internet users will be accessing their favorite sites with the use of a tablet.
So why does this matter to the VoIP call center? Businesses operating in the consumer sector need to understand the methods by which they will contact their companyy. If consumers are using the tablet to access the call center to place a purchase, report an issue or get an answer to a problem, the center must be able to seamlessly manage that interaction.
For PNG, this next step is an important one in the journey toward innovative interactions. If consumers plan to use the tablet to interact, this VoIP call center will be ready and waiting.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Brooke Neuman