Communications and financial services companies lead other industries in type and depth of contact center technologies implemented
Genesys Contact Center Realities study provides insights into technology adoption across vertical industries
San Francisco, July 23, 2008 - Most companies claim to put a lot of emphasis on quality customer service and maintaining customer loyalty. Currently, communication and financial services companies are doing a better job than other industries at using customer service as a strategic differentiator because they are most sophisticated and proactive in terms of the type and depth of contact center technologies implemented.
A study commissioned among US companies by Genesys Communications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has shed new light on which industries are leading the charge in customer service offerings, and which are lagging behind. The study polled 385 contact center managers from communication, financial services, insurance, government, utilities and healthcare organizations to determine what business practices and technologies were being deployed or planned for improving the customer experience.
One common characteristic - a strong likelihood that companies not currently using an IP-based contact center will implement one in the next two to three years. In fact, 66 percent of financial services companies, 45 percent of communications companies, 58 percent of utilities and 83 percent of healthcare companies not using the technology are moving toward IP installations.
"Consumers often have intuition about which industries offer the best customer service experience, and which ones use more dynamic customer service technologies," said Paul Segre, CEO, Genesys. "This research gives us insight into where each vertical segment is in the adoption continuum."
The research also indicates that government organizations have more clearly defined measurements for contact center performance, agreed upon by both contact center managers and executive management. However, they still lag behind other industries, having fewer installations of dynamic contact center technologies, such as outbound calling, customer-to-agent e-mail, instant messaging or Web callback.
Utilities also fared well for an internal agreement of contact center measurement, while the other industries examined showed a significant disconnect between the goals and objectives of the contact center manager and that of senior management.
Additional key industry findings from the research included:
- Although almost two-thirds of the Financial Services companies are not currently using an IP-based contact center, over half of them are likely to implement one in the next two to three years, enabling them to integrate multiple channels of customer contact.
- Insurance companies are the highest users of touchtone IVR as 92 percent of those surveyed are using the technology.
- Communication companies are leading in use of SMS/text messaging and Web chat, significantly higher than any other industry.
- Only 23 percent of healthcare contact centers are likely to attempt up- or cross selling because they view the practice as "not appropriate" or because it would involve time-consuming training requirements.
- Customer satisfaction measures are least important to government agencies when judging the success of the contact center.
- Utilities have the highest levels of outsourced staff - 31 percent. An additional 30 percent are considering outsourcing in the future.
For the full results of the research or for specific findings for a particular industry, please contact Amy Fisher at +1 612-455-1773 or afisher@psbpr.com. Reports are also available at http://www.genesyslab.com/resources/resource_library.asp.
About Genesys Communications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.
Media Contact:
David Radoff, Genesys, +1 650.466.1078, dradoff@genesyslab.com .
