OTTAWA, Ontario, Dec. 5, 2017 /PRNewswire/ --
- Eighty-five percent of respondents believe machine-to-people
interactions will positively transform the customer
experience.
- Three out of four have a projected timeline to allow machines
to interact with people in two years or less.
- Close to 40 percent expect a correlation between improving
customer experience and increasing revenue.
New research from Mitel® (Nasdaq:MITL) (TSX:MNW), a global
leader in business communications, reveals a vast majority of IT
decision-makers surveyed agree on the value machine-to-people
interactions hold for unlocking the secret to improving customer
experience. More than 75 percent also say they plan on tying
together devices, emerging technologies, and communications and
collaboration capabilities within two years to enable such
interactions. Four out of 10 expect an increase in revenue by doing
so.
The findings are the result of a survey administered by Opinium
Research in August 2017 to over 2,500
senior IT decision-makers across North
America, the UK, France,
Germany and Australia. Respondents represented businesses
ranging in size from 250 to 10,000+ employees and a broad range of
industries including finance, hospitality, healthcare, professional
services, government, education, retail and manufacturing.
Additional data highlights based on participant responses:
- Seven in 10 see machine-to-people interactions in which devices
and machines directly contact assigned staff, route information to
the right individual across a whole organization, or directly
contact a customer when a threshold is triggered, as key to
increasing customer responsiveness and issue resolution. Businesses
looking to take advantage of technology to improve customer
experience should consider moving to the cloud to keep pace with
evolving customer expectations and combine contact center
applications with emerging technologies like chat bots, the
Internet of Things (IoT) and omni-channel communications.
- More than 95 percent of respondents view accelerating workflows
as a business imperative for improving customer experience.
Increasing the speed with which tasks are completed ranked highest
among those in finance, retail and manufacturing. Organizations in
these and other highly competitive industries should focus on
automating business processes and leverage collaboration and
productivity tools to reduce communications latency. This will
enable them to better manage workflows and deliver a truly
differentiated experience for customers through real-time
support.
- Companies in North America
have a clear lead in embracing technology to better serve
customers. Seventy-two percent of those surveyed reported having
made over 50 percent progress in improving customer experience as
part of their digital transformation initiatives, yet barriers
remain. Business and IT misalignment were identified as chief among
them in using digital transformation to advance customer
experience. Legacy infrastructure and systems were cited as the
second most common obstacle, indicating the need for breaking
through organizational silos and finding ways to modernize existing
infrastructure.
For more results and a closer look at regional or
country-specific data, download the white paper.
Quotes
"Customer experience is an active, strategic discussion across
industries as organizations look to leverage new technologies
associated with IoT, artificial intelligence and machine learning,"
said Wes Durow, Chief Marketing
Officer, Mitel. "Giving machines a voice in machine-to-people
interactions can be a powerful differentiator as the relationship
between businesses and consumers shifts from transactional to more
experiential, and customer experience becomes just as important as
the product or service a company provides."
"Every day, new types of digital communication are being
launched – from social networks to bots to augmented reality – and
consumers are adopting them in their daily lives. The days when a
great customer experience was based solely on face-to-face or
voice-to-voice interactions are long gone," said Kate Jalie,
Partner, Opinium Research. "Now, exceptional customer service is
multi-channel, bringing together voice, video, mobile and online in
a seamless and highly personalized experience. Businesses that
successfully implement new technologies for transforming the
customer experience today, will be tomorrow's winners."
Important Facts
- Mitel has been recognized as a Leader in the Gartner Magic
Quadrant for Unified Communications for four consecutive
years.
- Mitel hosted cloud solutions are trusted by more than one
million global subscribers.
Related Materials
- Download the "Customer Experience for Dummies" e-book.
- Read the guide on "5 Steps to Increase Revenue Through Customer
Experience."
- Download the "Digital Transformation for Dummies" e-book.
About Mitel
A global market leader in business
communications powering more than two billion business
connections, Mitel (Nasdaq:MITL) (TSX:MNW) helps
businesses and service providers connect, collaborate and provide
innovative services to their customers. Our innovation and
communications experts serve more than 70 million business users in
more than 100 countries. For more information, go
to www.mitel.com and follow us on Twitter @Mitel.
Mitel is the registered trademark of Mitel Networks
Corporation.
All other trademarks are the property of their respective
owners.
MITL-C
Contact Information
Media –
Americas/APAC
Camille
Beasley
469-212-0433
camille.beasley@mitel.com
|
Media –
EMEA
Sandrine
Quinton
+33
(0)130-964-301
sandrine.quinton@mitel.com
|
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SOURCE Mitel