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Customer Outreach Solutions And Applications In North America
(M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/2c842e/customer_outreach) has announced the addition of the "Customer Outreach Solutions And Applications In North America" report to their offering.
In recent years, proactive communications for customer service have been one of the most in-demand contact center solutions. While basic dialer-based technologies which simply connect agents to callers have been around for years, new proactive communications solutions and applications provide a greater level of complexity and personalization capabilities. They therefore offer more benefits in terms of enterprise RoI and potential increases in customer satisfaction. The hosted deployment model offers swift software updates, faster deployments, and faster time-to-RoI; it is more competitively priced than on-premise configurations.
From a technological standpoint, vendors are offering tools that enable enterprises to introduce business intelligence and rules into each outbound notification. As the North American customer base diversifies in terms of demographics and technological proficiency, the intelligence and interactivity of a proactive notifications suite have become and will continue to be major points of differentiation.
Key Topics Covered:
- Executive summary
- In a nutshell
- Ovum view
- Market developments
- Introduction
- Defining proactive communications
- Increasing customer touchpoints increases demand for proactive communications
- Providers of inbound solutions developing outbound solutions
- Emergence of advanced tools and features
- Campaign management
- Preference management
- Analytics and reporting
- Evolving channels
- Voice moving from predictive dialers to outbound IVR
- Interactive short message service (SMS)
- Customer impact
- Key drivers for investment: cost savings while maintaining or improving customer satisfaction
- Push for customer retention
- Personalized outreach
- Enterprise savings by being proactive
- Multi-channel solutions to accommodate new endpoints
- Voice still dominates
- Enterprise compliance within new regulatory environments
- Lack of enterprise capital and resources remains an issue
- Recommendations
- Enterprises should use hosted proactive communications to personalize customer service without having to justify excessive capital expenditures
- Vendors need to concentrate on their analytics capabilities and the ability to provide interactive dialogs across multiple channels
For more information visit http://www.researchandmarkets.com/research/2c842e/customer_outreach
Source: Ovum
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