北美的客戶互動(CI)技術：3家公司的個案研究

Three cool customer interaction technology companies in North America

出版商	Ovum, Ltd.
出版日期	2010年07月	商品編碼	126108
內容資訊	英文 Pages: 11
價格	US $ 895 PDF by E-mail (Single user license) US $ 2238 PDF by E-mail (Global user license)

簡介
目錄
相關商品

北美的客戶互動(CI)技術：3家公司的個案研究 是由出版商Ovum, Ltd.在2010年07月所出版的。這份英文市場調查報告書包含Pages: 11 價格從美金895起跳。

簡介

本報告，在客戶互動以及客服中心技術市場上，提出擁有客戶經驗改善以及業務效率提高的新技術的3家公司的事例，進行分析，由下列摘要形式闡述。

報告摘要
概要
Ovum的觀點
客戶溝通的企業用工具"消費化"
Fonolo:透過電話改善客戶經驗
Ovum的觀點
人才促進業務改善
FurstPerson:透過好的人才，改善客戶經驗
Ovum的觀點
虛擬的支援產生了現實世界的利益
VirtuOz：創造溝通的偏向以及更佳的溝通管道
Ovum的觀點
建議
給企業的建議
給廠商的建議

Although a small set of companies have dominated the customer interaction and contact center technology markets for many years, smaller companies have quietly created exciting new technologies designed to improve the customer experience or increase operational efficiency. Flying under the radar in many cases, the innovative technology these companies offer can give enterprises a competitive edge by improving the customer experience. This research describes just three of the many “cool” companies that haven’t yet registered on most contact centers’ radar screens. While by no means an exhaustive list, enterprises should use this research to begin the process of evaluating new ways or channels to provide customer service. Technology providers, on the other hand, need to start thinking about partner versus buy versus build when it comes to these new technologies.

Executive summary
In a nutshell
Ovum view
The “consumerization” of enterprise tools in customer interaction
Fonolo: improve the calling experience
Ovum’s view
Human resources drive operational improvement
FurstPerson: improve the customer experience through better people
Ovum’s view
Virtual assistants make real-world gains
VirtuOz: creating chat deflection and better chat routing
Ovum’s view
Recommendations
Recommendations for enterprises
Recommendations for vendors

List of Tables
Table 1: The “cool” factor explained

List of Figures
Figure 1: Fonolo’s deep dialing experience for mobile devices and the Web