Consumers still interact with enterprises through traditional means. The voice channel and email remain the most common ways consumers interact with enterprises. Journeying to a branch's physical location is still common. However, web self-service and short message service (SMS) are gaining popularity.
Speaking with live agents is by far the most popular way consumers choose to interact with the enterprise. When deciding how enterprises should improve customer service, most respondents suggested more or better trained agents in the contact center.
Self-service automation still suffers from negative perceptions. Most consumers cited self-service automation as the most aggravating channel through which to interact with an enterprise. Moreover, very few respondents would opt for self-service automation as a first choice when contacting an enterprise.
Although enterprises are excited about it, consumers are mostly indifferent about businesses reaching out via social networks.
Adoption of newer visual technologies such as virtual personal assistants and avatars are more widely accepted in those countries where visual technologies via mobile devices thrive.
For more information or to purchase this report, go to:
- http://www.fastmr.com/
Report Table of Contents:
Scope of research 3
Executive summary 4
Section 1: Sample demographics 10
Section 2: IT budget trends 13
Section 3: Strategic goals and business objectives 21
Section 4: Multi-channel priorities 32
Section 5: Vendor selection criteria 55
About Ovum
Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation. View more research from Ovum at http://www.fastmr.com/
About Fast Market Research
Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.
For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.
