Nemertes Top Trends in Contact Centers 2013
Avaya Customer Experience Management microsite
Ask AVA Automated Chat Case Study
•33% of organizations implementing Big Data are doing so for customer facing initiatives -- a number expected to grow.** •78% of consumers say they will only buy from businesses that make it easy for them, and one third of consumers believe convenience is more important than choice.* •82% of customers say they use multiple channels to meet their needs, but only 17 % felt changing channels was an easy, seamless experience. •Use of web chat is growing and is now up to 26% -- a 36% increase over the previous year.* •22% of companies have multimodal contact centers currently with another 44% evaluating and planning implementations.**
Tags: Avaya, Avaya Aura, customer experience management, contact center, big data, multichannel, analytics, customer service, web service, multichannel service
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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*2013 BT-Avaya Autonomous Customer Survey
**Nemertes Study on Top Contact Center Trends for 2013
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