Evolve IP, the world's leading provider of Work Anywhere solutions, announced that Gartner has named it to the Magic Quadrant for Contact Center as a Service. 7 Traits of Highly Successful Digital Leaders, Ask the Experts: What to Consider Before Shifting Positions to Remote, Build Organizational Resilience for Today and Tomorrow, Gartner Top 10 Strategic Predictions for 2021 and Beyond, Bots Gain Importance in Gartner Service Technologies Bullseye, Hype Cycle for Customer Service and Support Technology, 2020, Gartner Top 10 Strategic Technology Trends for 2018, Gartner’s Top 10 Strategic Technology Trends for 2017, Top Trends in the Gartner Hype Cycle for Emerging Technologies, 2017, Gartner Top 10 Strategic Technology Trends for 2019. Deploying customer service analytics has the potential to uncover a diverse range of insights that can be used to improve the performance of the operation and its advisors. Gartner Magic Quadrant for the CRM Customer Engagement Center, 04 June 2020, Brian Manusama, Nadine LeBlanc. From those that deliver on self-service to those that enhance the digital experience, new technologies play an integral role in the operations and future strategy of customer service organizations today. NICE inContact, a NICE business, announced that Gartner has recognized the company as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. In fact, 50% of customer service and support leaders indicate they view analytics technologies as being potentially valuable to their operations, but have no current plans to implement them due to limitations. “Organizations’ customer experience priorities have changed in response to the COVID-19 pandemic,” says Drew Kraus, VP Analyst, Gartner. The report covers: How Gartner views the current ecosystem of customer engagement center (CEC) technologies; Considerations for businesses looking to implement CEC technologies; Vendor capabilities for … New Research Reveals What Technologies Are Having the Most Impact on Service Organizations Worldwide. (VCAs) and video conferencing, as well as technologies that optimize channels, such as search engine optimization, voice biometrics and co-browsing/collaborative interfaces. The percentage of technologies fully deployed increased from 45% in 2018 to 55% in 2019, “Service leaders are backing their optimism with steady investments in established and emerging technologies, both customer-facing technologies and those that help streamline back-end processes,” says Lauren Villeneuve, Senior Principal, Advisory, Gartner. Deployment of technologies has increased to 55% of respondents, up 10% from 2018. When customer service reps feel the systems or tools they use enhance their ability to handle customer issues and simplify their day-to-day work, their productivity can increase by up to 20%, customer satisfaction increases by 11% and customer effort decreases by 9%. Optimizing costs is a perennial, continuous cross-enterprise effort. For example, it can reach and connect all departments to synchronize marketing, sales and customer service processes. Discover the latest insights and trends in customer service and support. Customer service analytics is the combination of interaction analytics (desktop, speech and text), customer journey analytics and next best action analytics that collectively surfaces real-time and historical insight into the customer service experience. But it can be challenging to build a business case, because often the insights (and therefore the potential return on investment) won’t be apparent until after the investment is made. Service technologies that have been deployed for more than two years deliver the most value. This Gartner 2020 Magic Quadrant … Marketing Technology … Research firm Gartner released the results of its digital customer service trends survey this morning. Gartner for Customer Service & Support Leaders clients can read more in Hype Cycle for Customer Service and Support Technology, 2020 by Drew Kraus, et al. to those that enhance the digital experience, new technologies play an integral role in the operations and future strategy of customer service organizations today. Customer service and support leaders report seeing the highest ROI — current and anticipated — from technologies that support back-office operations and optimize rep performance. Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence. Last week, Gartner, Inc. announced its top nine strategic technology trends for 2021. We know that customer engagement is at the forefront of conversation in the customer service space,… Analyst papers; Gartner; Trends … Overall, these insights can be used to help manage brand perceptions, understand the customer experience and develop future customer engagement strategies. STAMFORD, Conn.--(BUSINESS WIRE)--A recent survey of nearly 250 customer service and support leaders across the globe revealed five emerging trends in technology adoption and where service organizations are getting the most return on investments (ROI) today, according to Gartner, Inc.“Technology plays an integral role in the operations and future strategy of service … The … For instance, by 2025, customer service organisations with access to multichannel, AI engagement platforms could achieve up to 25% better operational efficiency. This might have an acceleration effect on the technology. Read more: Bots Gain Importance in Gartner Service Technologies Bullseye. This holistic approach ensures that the right insight gets to the right employees at the right time. The company was positioned the highest overall for its ability to execute. Evolve IP's omnichannel offering, which runs 30-40% less than comparable services, also rates higher for client satisfaction from validated users. Gartner research shows that customer service and support leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. Systematically deliver customer value in a way that drives customer loyalty and retention, and boosts wallet share and word of mouth. Returns aren’t immediate. © 2020 Gartner, Inc. and/or its affiliates. A recent survey of nearly 250 customer service and support leaders across the globe revealed five emerging trends in technology adoption and where service organizations are getting the most return on investments (ROI) today, according to Gartner, Inc. “Technology plays an integral role in the operations and future strategy of service organizations — from self-service … “Operational and technology silos will remain a norm that large enterprises must confront,” says Kraus. Chatbots vary in sophistication from simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms. “Mobile is becoming not only the new digital hub but also the … Gartner has identified five technologies within this year’s Hype Cycle that generate significant interest among customer service and support leaders with ambitious CX goals. From those that deliver on. According to Conversocial, … The Gartner Technology Trends in Service 2020 report reveals that the most active areas of investment and deployment aren’t necessarily the technologies that service leaders have identified as the most valuable. Adoption of customer service and support technologies continues to rise, even as budgets tighten. Customer analytics and continuous experience. “As a result, this year’s Hype Cycle encourages service and support leaders to approach the broad range of service and support technologies as an integrated ecosystem of functionality. Keep pace with the latest issues that impact business. ExecutiveThe Impact of the COVID-19 Vaccine on Your StrategyWhat COVID-19 vaccines mean for your employees and your return-to-workplace strategyAttend Webinar, What COVID-19 vaccines mean for your employees and your return-to-workplace strategy, How Proactive Customer Service Will Transform Customer Experience, 5 Trends Drive the Gartner Hype Cycle for Customer Service and Support Technologies, 2020, A Better Way for Service to Predict Future Customer Loyalty. Investments continue to grow in web chat, chatbots/virtual customer assistants (VCAs) and video conferencing, as well as technologies that optimize channels, such as search engine optimization, voice biometrics and co-browsing/collaborative interfaces. The technologies that command the most investments are those related to customer-facing channels, such as self-service, and channel optimization, according to Gartner. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for … The 2020 Gartner Loyalty Through Customer Service and Support Survey of over 6,000 customers revealed that only 13% of customers found resolution wholly within self-service, the rest interacted with a service rep at some point in their service journey. Service technologies that have been deployed for … How proactive service impacts customer service outcomes including customer effort, value of the service provided and satisfaction; Key trends to help customer service and support leaders create an actionable and effective proactive customer service … ), customer service and support leaders are often held back by staff capacity and expertise or budgetary limitations. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. In just two years, the percentage of technologies fully deployed increased from 45% in 2018 to 55% in 2019. AI will develop within the customer service space. Therefore, cost... Get actionable advice in 60 minutes from the world's most respected experts. When customer service reps feel the systems or tools they use enhance their ability to handle customer issues and simplify their day-to-day work, their productivity can increase by up to 20%, customer satisfaction increases by 11% and, Gartner Top 10 Strategic Technology Trends for 2018, Gartner’s Top 10 Strategic Technology Trends for 2017, Top Trends in the Gartner Hype Cycle for Emerging Technologies, 2017, Gartner Top 10 Strategic Technology Trends for 2019. They include customer engagement hubs, customer service analytics, voice of the customer, chatbots and virtual customer assistants. Gartner analysts said this suggests self-service still … The technologies that command the most investments are those related to customer-facing channels, such as. Get the latest customer service trends and topics from trusted experts and backed by peer-based learnings with Gartner for Customer Service and Support. Learn key trends to help customer service and support leaders create an actionable and effective proactive customer service plan. Customer service and support leaders report seeing the highest ROI — current and anticipated — from technologies that support back-office operations and. As per Global Market Insights, “The overall … Gartner research shows that customer service and support (CS&S) leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. This means customer service and support leaders are wise to expect relatively lower ROI during the first two years of deployment. The effective use of a VCA enables organizations to scale the numbers of engagements they can handle, especially in contact centers. Despite a desire to pursue and adopt new analytics technologies (predictive, social media, digital, text and speech, etc. These include technologies such as workforce management/scheduling software, assistance and task management, learning management systems and unified communications. Voice-of-the-customer (VoC) solutions combine multiple, traditionally siloed technologies associated with the capture, storage and analysis of direct and indirect customer feedback. Investments continue to grow in web chat. Gartner dubs this new collection and use of data to drive behaviors as the Internet of Behavior, one of nine trends in its new “Gartner Top Strategic Technology Trends For 2021” report. The Gartner Hype Cycle for Customer Service and Support Technologies, 2019, describes the most critical technologies for supporting customers as they seek answers, advice or resolutions to problems, either through a variety of interaction channels or enabling customer-facing employees to deliver … Service leaders also expect these investments to increase in value — with 80% of technologies deployed expected to return more value in the next two years than they do now. A customer engagement hub (CEH) is an architectural framework that ties multiple systems together to engage customers optimally. On Gartner Peer Insights, the service … Medallia, Inc., the global leader in experience management and engagement, announced that it has been named a Leader in Gartner’s first Magic Quadrant for Voice of the Customer (VoC). “However, a focus on the emerging CEH will foster personalized and consistent engagement with customers, while gaining agreement from both IT and business functions.”. This is evident in the increased use of technologies by 55% of respondents, up 10% from 2018. Get actionable advice in 60 minutes from the world's most respected experts. Gartner research shows that customer service and support leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. © 2020 Gartner, Inc. and/or its affiliates. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. One of Gartner's trends last year was multiexperience, which blended touch, voice and gestures across devices and applications, highlighting the multiple ways users interact with devices. Virtual customer assistants service and support technologies indispensable insights, advice and tools to achieve their priorities... ) is an architectural framework that ties multiple systems together to engage optimally... 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