Тренды в отрасли

контактных центров2013 год

A consistent

experience, regardless

of the channel being

used for engagement

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

Custometer

Разработка исследования

Ежедневная выборка

клиентов, которые

пользовались продуктом компании

IVR outboundOnline

monitoringАнализ и

отчетность

Custometer - Online dashboard

Custometer – analysis & reporting

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

CRM and Customer Service Support

TrendsСейчас

Social Media Engagement Solutions

Contact Center Quality Management

Contact Center Workforce Management

Remote Monitoring and Device Management

2-5

лет

Comprehensive CM BPO

Customer-Centric Web Strategies

Enterprise Feedback Management

Expertise Location and Management

External Peer-to-Peer Communities

Field Service Workforce Optimization

Intent-Driven Customer Systems

Knowledge Management for Customer Self-Service

MDM of Customer Data

Social Analytics

Text Analytics

Virtual Assistants

Web Customer Service Suites

Work at Home

10 л

ет

Contact Center Interaction Analytics

Cross-Channel Analytics

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

Trends for content and social analytics

Сейчас

Social Media Engagement Solutions

Predictive Analytics

Social Media Monitors

Web Analytics

2-5

лет

Social Analytics

Social Media Marketing Platforms

Text Analytics

Social Media Engagement

LISTEN

SEGMENTATION

INTEGRATE

Connect to social media sites and monitor them for what people are saying

about your brand, products or services.

Decide which Messages are important and which of them are needed a

response from your business, and from which department.

Get the right person in your company to respond with consistent, accurate

and meaningful information. Where possible, ‘close the loop’ by

responding in the same medium as the initial commentENGAGE

Integrate interactions across customer touch points and departments, so

that customers get a single, consistent view of the company no matter

how they engage with you.

Trends for content and social analytics

Сейчас

Social Media Engagement Solutions

Predictive Analytics

Social Media Monitors

Web Analytics

2-5

лет

Social Analytics

Social Media Marketing Platforms

Text Analytics

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

Remote Monitoring and Device

Management

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

Voice verification

Main trends

CRM Customer Service and Support

The explosion of social channels

Supporting mobile consumers

Voice identification & recognition

Costs and outsourcing

Costs and outsourcing

Cost

sСокращение расходов

Outs

ourc

ing

Управление всем клиентским опытом

Фокус на долгосрочном сотрудничестве

Больше внимания качеству, а не цене

Многоканальность

Self-service

Costs and outsourcing

Cost

sСокращение расходов

Outs

ourc

ing

Управление всем клиентским опытом

Фокус на долгосрочном сотрудничестве

Больше внимания качеству, а не цене

Многоканальность

Self-service

Costs and outsourcing

Cost

sСокращение расходов

Outs

ourc

ing

Управление всем клиентским опытом

Фокус на долгосрочном сотрудничестве

Больше внимания качеству, а не цене

Многоканальность

Self-service

Спасибо за внимание!