Research Report Synopsis by Chris Kirby
In November 2012, VHT released the Online Shopping Customer Experience Study. The research investigated the online purchase experience of consumers across various devices including smartphone. By evaluating the shopping habits of consumers this report reveals the pain points consumers have to endure and their consequences for organisations.
A survey of 400 US consumers identified the following key insights:
This report highlights there is significant opportunity for organisations to alleviate some of the frustrations consumers have when shopping online. The key conclusions highlighted include:
The Australian Taxation Office deputy commissioner John Dardo says he's confident the department's voice biometrics technology provides efficiency without compromising security.
The ATO deployed Nuance's Vocal-Password in August last year and FreeSpeech in April this year, and Dardo told The Australian the technology was delivering better customer experience and faster resolutions for callers. "No one wants to be on a call to an agent longer than they need to, but we also need to ensure that for people who call us regularly, convenience and ease of access are effectively balanced with our mutual need for security," he said.
The ATO's technology analyses more than 100 unique voice characteristics while the customer speaks, and compares them with the relevant stored voiceprint. "Every person's voice is unique in the same way their fingerprints or irises are unique," said Nuance's Weideman. "Our system can detect patterns outside the frequency of the human ear."
Chinese ICT service provider DYXnet has won the latest Customer Relations Excellence Awards organised by the Asia Pacific Customer Service Consortium.
DYXnet Customer Care Director Samuel Chan, was also named CRM Manager of the Year in the Network Communications Category. "Over the past few years, DYXnet has been investing several million Hong Kong dollars in enhancing our Customer Service Centre (CSC)," said DYXnet's Wallace Ng.
"We are honored to have Samuel Chan, our key member of the CSC team, recognised as the winner of CRM Manager of the Year 2014 by the APCSC," said Ng. "We believe the CRE Award would be a great encouragement and recognition to him and to the whole team. We will keep on the motive in the future by continuing our service with the highest standards so as to create more value for our enterprise clients."
SYDNEY, July 3, 2015 -- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of customer engagement, unified communications and collaboration software and cloud services, has made available a new customer engagement cloud service
Interactive Intelligence designed the new service, PureCloud Engage
"Contact centres are adopting new technologies to keep up with the ever changing demands of how customers choose to interact with a business," said Brendan Maree, Interactive Intelligence senior vice president for Australia, New Zealand and Japan. "PureCloud Engage℠ is not only cost-effective, but can quickly deliver highly reliable, scalable and innovative multichannel applications, thus enhancing the customer experience and offering managers data and insights to make the right business decisions."
"Contact centre applications are transitioning into the cloud and major vendors like Interactive Intelligence are fast responding with new and visionary cloud offerings," said Siow-Meng Soh, IDC Australia’s research manager for telecommunications. "Driven by the need for greater business agility, we expect the adoption of cloud-based contact centre technology to accelerate in Australia, with total Australia public cloud services estimated to grow to $2.7 billion by 2017 at a CAGR of 24.7 percent."
PureCloud Engage℠ offers multichannel routing, speech-enabled interactive voice response, outbound campaign management, multichannel recording and quality management, reporting, customer relationship management integrations, and graphical scripting.
New PureCloud Engage℠ features will be delivered on a continuous basis. Planned features include a unique capability that incorporates advanced behavioral analytics to automatically match customers and agents based on personality profiles, geolocation and automated learning. Another upcoming feature enables customers to browse agent personality profiles to determine the best match then connect via his or her preferred communications channel.
PureCloud Engage℠ is delivered from the PureCloud℠ platform, which runs on Amazon Web Services (AWS) for maximum reliability, scalability and security. The PureCloud℠ platform is the first enterprise-grade, multitenant, distributed cloud platform built for multi-use cases: collaboration, communications and customer engagement.
PureCloud Engage℠ is offered by the Interactive Intelligence global channel throughout Australia and New Zealand, and by the company’s direct salesforce.