| NOTAS: | "Smart devices and social media are creating a new culture of online, always-connected customers. Enterprises must support internal operations and maintain efficient contact centers while looking at new ways to track and understand the customer experience. They require new analytics solutions, multichannel metrics, and better collaboration tools, and are relying on vendors to step up and add these capabilities to their existing solutions. Although contact centers have been slow to adopt social and mobile, Ovum believes that these technologies will be important for customer service developments in 2013. This report looks at some of the important changes in the customer experience and interaction market, detailing how technologies are evolving to meet new consumer demands, and providing recommendations for both enterprises and vendors." |
