The growth of customer, device and bot self-servic
The proliferation of mobile devices, new media and emergence of IP technology in the enterprise and consumer markets is changing the way in which customers interact with businesses. By 2020, a myriad of new customer interaction technologies (enterprise-wide interaction routing, social networking and multimodal & automated web chat solutions) will become mainstream, helping enterprises more effectively support a diverse customer base.
EXECUTIVE SUMMARY
IN A NUTSHELL
OVUM VIEW
NEW WAYS OF BUSINESS AND CUSTOMER INTERACTION COME TO THE FORE
CHANGING CHANNELS
CULTURAL DIFFERENCES
EMERGING TECHNOLOGIES TAKE FORM BY 2020
THREE KEY TECHNOLOGIES
ENTERPRISE-WIDE ROUTING
SOCIAL NETWORKING AND MULTIMODAL TRANSACTIONS
AUTOMATION IN WEB CHAT
IN A NUTSHELL
OVUM VIEW
NEW WAYS OF BUSINESS AND CUSTOMER INTERACTION COME TO THE FORE
CHANGING CHANNELS
CULTURAL DIFFERENCES
EMERGING TECHNOLOGIES TAKE FORM BY 2020
THREE KEY TECHNOLOGIES
ENTERPRISE-WIDE ROUTING
SOCIAL NETWORKING AND MULTIMODAL TRANSACTIONS
AUTOMATION IN WEB CHAT
