The growth of customer, device and bot self-servic
![](/report_cover/1974/growth_of_customer_device_n_bot_self_servic_en.gif)
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