The AFRC is interested in new technological levers to continue to improve productivity and quality of contact centers. Contextor was presented by the AFRC as one of the most innovative technological solutions in the field. “Contextor is the ” smarter solution ” for contact centers that reduces the average duration of treatment and improves the quality of services” (Rémi Lautraite, Director of Customer Relations, Groupe Mornay).
For Forrester, the ongoing and future technological revolutions will make organizations more flexible and more suited to a market in permanent change. For Forrester, “Smart Computing” will be the next wave of IT adoption and will assemble “smart items / objects,” “smart networks” and “smart applications” such as Contextor. “Contextor is the key to bringing bring this context at the right time and enable productivity gains enjoyed by the implementers” (Henry Peyret, analyst at Forrester Research).
In contact centers, there is an ongoing search for solutions to improve customer service and working conditions associates. The solution is to provide them with better user interfaces for them to have online assistance feature for the workflow and support to the easily accessible information.
It is also essential to better understand customer expectations for their appropriate immediate respond; this requires a better listening from the account managers, which will be made possible by the adoption of new CRM tools that are able to interact in real time with all business applications in customer processes. For Datamonitor, Contextor is an ideal solution to optimize CRM tools already in place for customers.
Gartner has identified the top 10 strategic technologies for 2011 to 2013 including “Context Aware Computing”. The concept of this new strategic focus is centered on the end user and the aggregation of all the disparate data to improve the quality of interaction with the end user (which may be the client, business partners or employees). It is a system that takes into account the context, which anticipates the needs of the user, and provides a service or product to the most appropriate and personalized content.
GARTNER predicts that by 2013, more than half of the FORTUNE 500 companies will implement an approach like “CONTEXT AWARE COMPUTING”. Contextor is very representative of the solution “Context Aware Computing”.
Markess International conducted a study on “the issues surrounding data in the cross-channel customer relationship.” The main lesson from this study is that the customer relationship management strategies will increasingly focus on interactions via Internet and new communication channels, both internal and external to the company (partners. ..).
This will rise to new challenges and profound changes in the alignment of different channels of interactions.
“To collect, manage and use these customer data will become more and more complex, Contextor demonstrated for large European customers the ability to meet this challenge. “(Emmanuelle PAUL, Associate Director, International Markess)