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Omnichannel Customer Interaction Solutions in India : Seamless Interactive Experience Leading to Customer Retention

  • December 2014
  • 40 pages
  • Frost & Sullivan
Report ID: 2577678


Table of Contents

Key Findings

•The rise of new channels: The customer interaction solutions market will evolve, with Web self-service portals, social media, and mobile apps expected to experience high growth in the next 2 to 4 years. Email and LiveAgent voice customer interactions are likely to decrease in the next 2 years.
•More empowered, connected, and globally diverse customers: A rise in employee mobility, increased interaction and content sharing within the enterprise landscape, more collaboration services from outside the service provider ecosystem, and consumerization of information technology (IT) make customers more demanding about services and how they are consumed.
•Social media capabilities: The use of multiple social media customer contact strategies is expected to increase by 2016, with the largest increase expected in fully integrated contact channels, followed by dedicated customer support forums/communities. Contact centers are investing in more social media capabilities to create a simpler and more widely used customer interaction platform.
•Mobile customer contact strategies: The use of multiple mobile customer contact strategies also is expected to increase by 2016. Fully integrated contact channels will make the most gains here as well, followed by dedicated mobile customer interaction apps.
•Agent performance optimization (APO): Over the last few years, APO applications have diversified from identifying process improvements to achieving deeper customer insights and improving effectiveness of marketing campaigns. Most contact center organizations believe that APO tools can be useful and effective to drive actionable intelligence for marketing, sales, and product departments.
•Hosted/cloud solutions: At the core of executing the optimal omnichannel Customer Experience is cloud/hosted multichannel automatic call distribution (ACD). These on-demand solutions connect customer with agent at a lower total cost of ownership, and with greater flexibility and scalability, than on-premises installations. Hosting also enables companies to upgrade to new solutions more easily than the traditional “rip-and-replace” method of changing on-premises software.
•Outsourcers and seamless Customer Experience: The ability of outsourcers to deliver consistent and seamless Customer Experience across contact channels is a high priority for enterprises. Important factors for choosing outsourcing partners are multichannel Customer Experience, lowest cost, functional expertise, performance-based pricing, and domestic footprint capabilities. Regulatory and quality concerns are companies’ top reasons for not outsourcing their customer care.

Research Objectives
•This market insight examines the emerging trends in the omnichannel customer interaction solutions market in India. It analyzes market, technology, and vendor trends, current and future adoption, and key challenges and drivers.

Research Scope
•Geographic scope: India

Research Methodology
•Primary research with original equipment manufacturers (OEMs) and contact center vendors
•Frost & Sullivan published research services
•Published news
•Company Web sites and other secondary sources

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