3. Prioritising customer service
From a market perspective, we are seeing a more demanding customer base. Business owners should expect a more demanding customer service experience for their organisations, especially when customers insist on a complex cross-touchpoint service - that is, as Forrester puts it, the ability to start an interaction in one channel, and complete it in another. Furthermore, customers are craving a greater alignment of service, sales, marketing and brand in order to interact with the company in an unbroken manner. The Avaya 2011 Contact Center Consumer Index survey showed that consumers today are less forgiving with as many as 87 percent of respondents likely to tell their friends and switch to competitors on receiving poor customer centre service.
Customer service now requires a horizon of devices and communication support to fulfill an evolving end-user experience. Many current contact centre solutions which have proven useful in the past are unable to provide a consistent experience for customers across communications channels let alone support the kind of multi-modal, simultaneous voice/multimedia interactions. There is a need for a change in the architecture to one that is designed from the ground up to support multimedia, multi-modal communications - a solution that is media agnostic and easily able to adapt to new contact types as they emerge. In order to be able to catch up with newer technologies, Avaya believes that technologies that support multimedia and multi-modal communications using a wrap and embrace methodology will be beneficial as companies plan for 2012.
4. Ascend to the cloud
Cloud computing brings to the table a new dynamic standard that removes technological complexities by enabling on-demand, self-managed virtual infrastructure that can be used as a service. As more businesses embrace the broadening spectrum of cloud resources, they will have to adapt to working with different cloud solutions and providers - opening a floodgate of opportunities for service providers to leverage on a fluid and integrated management of the cloud resources with greater business agility and lower costs.
Whether it is your existing data centre or a new one, cloud based data centre solutions should take full advantage of the available solutions from a multitude of vendors, integrating with traditional IT systems whether it be hardware, software or virtualisation seamlessly.
A cloud-based system should also be able to shield the backend complexities from an enterprise user. End-users of a cloud-based service should be able to manage their own data centre, create and use its own templates as well as access and store information on its own.
5. Big opportunities unravel with Big Data
Skyrocketing data consumption continues to drive industry headlines as both consumers and businesses are discovering new ways to develop, store and use data. To remain ahead of the curve, providers must also consider ways to improve network stability, security and performance while reducing costs.
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