NEWS & EVENTS
Avaya Spotlights Personalized Customer Experiences at ICMI's ACCE Conference & Expo
- Jorge Blanco, VP of Product Marketing for Contact Center Solutions, shares customer service strategies, new contact center research in ACCE keynote address
- New Avaya research shows 40% of global consumers prefer alternate contact methods—including web chat and texting—to phone-based customer service
- Company demonstrates latest innovations for managing customer service experiences with Avaya Aura® Contact Center and other solutions at Booth #501
Blanco's address will include results of a new global Avaya Contact Center Consumer Preference Study, commissioned by Avaya and conducted by callcentres.net. The study asked more than 5,000 contact center consumers from around the world their thoughts on customer service topics. Key global results include:
- 40% of global consumers prefer alternate methods of contact—including web chat, self-service, and text messaging—to phone-based customer service.
- 55% of consumers said that in 1 to 2 years, email is what they will use regularly to reach customer service centers. This is compared to 15% who said email is their most often used method today.
- 18% said web chat will be their preferred regularly-used contact method in 1 to 2 years, vs. just 2 percent who said it’s their most often used method today.
- 86 percent of consumers said that they are likely to tell friends, family or colleagues about a poor customer service center experience.
- Half of U.S. consumers surveyed are likely to opt to use an automated voice response system when offered.
- 90% of U.S. consumers will tell friends, family or colleagues about a poor customer service experience.
- Just 20% said they receive excellent customer service from call centers.
- Quick query resolution is the top rated reason U.S. consumers will rate a customer experience as excellent.
"Rapid advances in collaboration have changed the way customers want to interact with companies. In order to stay competitive, businesses must look at the entire context of a customer, including their history, mode of communications and current needs. It is through this insight—and the ability to use unified communications to rapidly reach the best resources available—that businesses can deliver the high levels of personalized customer experiences now expected during every interaction."
-- Jorge Blanco, vice president of product marketing, Contact Center Solutions, Avaya
- ACCE 2011 is presented by the International Customer Management Institute (ICMI), a leading global provider of resources for customer management professionals. For more information, visit www.icmi.com/ACCE.
- Jorge Blanco's keynote will be streamed live here via the ACCE Live website.
Contact center, call center, customer service, unified communications, CRM. Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.