Market Research Report - Three "cool" customer interaction technology companies in North America

Although a small set of companies have dominated the customer interaction and contact

center technology markets for many years, smaller companies have quietly created exciting new technologies designed to improve the customer experience or increase operational efficiency. Flying under the radar in many cases, the innovative technology these companies offer can give enterprises a competitive edge by improving the customer experience. This research describes just three of the many "cool" companies that haven't yet registered on most contact centers' radar screens. While by no means an exhaustive list, enterprises should use this research to begin the process of evaluating new ways or channels to provide customer service. Technology providers, on the other hand, need to start thinking about partner versus buy versus build when it comes to these new technologies.

Table Of Contents :

Executive summary

In a nutshell

Ovum view

The "consumerization" of enterprise tools in customer interaction

Fonolo: improve the calling experience

Ovum's view

Human resources drive operational improvement

FurstPerson: improve the customer experience through better people

Ovum's view

Virtual assistants make real-world gains

VirtuOz: creating chat deflection and better chat routing

Ovum's view

Recommendations

Recommendations for enterprises

Recommendations for vendors

List of Tables

Table 1: The "cool" factor explained

List of Figures

Figure 1: Fonolo's deep dialing experience for mobile devices and the Web

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Market Research Report - Three "cool" customer interaction technology companies in North America

By: Visionshopsters

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