PRTODAY / NewswireToday Free press release distribution service network

More news: Software
Written by / Agency / Source: Interactive Intelligence, Inc.

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Interactive Intelligence Releases Findings of Its Middle East Customer Service Experience Survey - Survey gives valuable insights into customer service experience strategies of Middle East companies - ININ.com
Interactive Intelligence Releases Findings of Its Middle East Customer Service Experience Survey

 

NewswireToday - /newswire/ - Dubai, UAE, United Arab Emirates, 2013/11/20 - Survey gives valuable insights into customer service experience strategies of Middle East companies - ININ.com. NASDAQ: ININ

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Interactive Intelligence Group Inc., a global provider of unified IP business communications software and services, has released findings of its Middle East customer service experience survey. Following a global survey done during the early part of this year, the regional survey of 121 contact centre professionals was conducted during June and July 2013.

Several key findings of the survey included the following:

• Not surprisingly, the large majority of respondents (78.5%) rated customer experience to be extremely important while 18.2% stated it to be important.
• First call resolution, professionalism and a timely response are perceived to be the most valued parameters in customer interactions in that particular order. This is in line with the global survey results which reveal that a knowledgeable representative and a timely response are the most valuable components of a great service experience.
• Over three fourths (76%) of the survey respondents already have a customer service strategy in place, though surprisingly there were still 24% that either did not have a strategy or were not aware of such strategies.
• Organizations perceive the contact centre to be vital to providing excellent customer service. 66.1% stated it to be very important and 24% agreed that the contact centre was somewhat important in this regard.
• Not surprisingly then, the contact centre remains at the heart of most organizations’ strategies and defines the customer experience for 51.2% of respondents. Sales and Marketing departments also exert influence and 33.1% of participants stated that IT too is increasingly playing a role.
• Companies tend to use a combination of metrics to measure the success of their customer service campaigns. Of these, the most popular methods are Customer Feedback Forms (57.9%) and Customer Satisfaction Score or CSAT (43%), while Voice of the Customer (VoC) programs and Customer Effort Scores (CES) are employed to a lesser degree (each less than 15%)
• Organizations also use a combination of technologies to support customer service. These include Customer Relationship Management (70.2%), customer feedback tools (52.9%), call & voice recording (35.5%), social media analytics/monitoring (34.7%) and computer telephony integration or CTI (33.9%)
• While email and telephone remain the primary as well as the most time consuming channels for customer service, social media engagement is now supported by more than one third of businesses and almost a quarter have now begun to offer customer support though mobile applications. This indicates the progress of the region compared to that of the globe wherein social media and mobile app support account for only 8% and 7% of the time organizations dedicate to customer service.
• This emphasis being given to social media will no doubt work in the favour of regional businesses as customers are now more inclined to sharing their experiences with each other through social channels. Companies should be further motivated by the findings of the global study which has shown that more customers (54%) are inclined to sharing details of an excellent interaction through social media than those who would do so in the case of a horrendous experience (36%)
• Complete integration across all customer touch-points has been achieved by only 28.9% of respondents while over half claim to have this implemented to lesser degree
• Organizations can also leverage customer service to generate new revenue streams. 38% of respondents believe customers in the Middle East will be willing to pay for reasonably priced support and 18.2% agree that payment is indeed justified for high level services. The global survey indicates that this is already being implemented worldwide with over half (53%) of organizations offering their customers a higher level of service for a premium fee.

Notes about participants:
• The majority (35.3%) were from technology organizations while Manufacturing, Banking and Financial Services and Business Services accounted for 11.8% each
• 46.3% of respondents worked in IT roles. Customer Service (18.2%) and Sales and Market (16.5%) accounted for the remaining.

Shaheen Haque, Territory Manager, Middle East and Turkey at Interactive Intelligence says,“As a provider of business communications software for contact centers and enterprises, we were eager to understand the importance that enterprises in the region are placing on customer service and the strategies and methodologies that are currently being employed to optimize customer service interactions. The survey has thrown up some interesting results and it is encouraging to see a sizeable number of enterprises integrating the latest technology and social media into their strategy.”

Technology is absolutely essential to managing a successful and efficient contact center. Interactive Intelligence’s Customer Interaction Center® (CIC) helps organizations deliver exceptional experience. It is an award-winning, all-in-one contact center platform for multichannel interactions, available as a cloud-based service, on-premise, or as a managed service that allows the contact center to take a highly personalized approach to customer care.

About Interactive Intelligence
Interactive Intelligence Group Inc. (inin.com) is a global provider of contact center, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2012 Top 500 Global Software and Service Providers. Interactive Intelligence employs more than 1,400 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317-872-3000.

This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.

Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.

Product Information Contact Mr. Shaheen Haque

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Interactive Intelligence, Inc.

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+]

 
 
# # #
 
Software Warnings - IMPORTANT:
Always be aware/cautious about what you download on your computer/mobile! PURCHASE SOFTWARE related keywords / Banner Ads. Click HERE for details!
.

 
  Your Banner Ad showing on ALL
Software articles,
CATCH Visitors via Your Competitors Announcements!


Interactive Intelligence Releases Findings of Its Middle East Customer Service Experience Survey

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

|
Publisher Contact: Alexio Barretto - Brand-Form.com for ININ 
+971 4 4347217 shaheen.haque[.]inin.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Interactive Intelligence, Inc. securities in any jurisdiction including any other companies listed or named in this release.

Software via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Interactive Intelligence, Inc. / Company Profile


Read Software Most Recent Related Newswires:

SKRAW-MET Selects Infor to Manage Increasing Production Demands
Yellowfin to Launch 7.3+ Analytics Platform in Global Webinar Series
Pegasystems Launches Pega Service Ventures to Invest in Next Generation Digital Transformation and Customer Engagement Start-ups
Oracle Utilities Launches Smart Grid and IoT Device Management Solution in the Cloud
Zendesk Makes Significant Investment in France with Move to Station F Paris and New Offices in Montpellier
Teradata Debuts Open Source Kylo™ to Quickly Build, Manage Data Pipelines
Luit Infotech Introduces A Completely Responsive Business Applications Suite LuitBiz
Aptean Expands Canadian Footprint Via Strategic Partnership with Vokeso
Mӧvenpick Hotels & Resorts Becomes First Hotel Group to Globally Implement Oracle Hospitality OPERA Cloud Amidst Accelerated Growth Phase
IBM and SecureKey Technologies to Deliver Blockchain-Based Digital Identity Network for Consumers
IDx and IBM Watson Health Forge Alliance for Eye Health
Theo & Philo Sweetens Business Operations with NetSuite Cloud ERP
IBM Watson Health to Integrate MedyMatch Technology into Cognitive Imaging Offerings to Help Doctors Identify Head Trauma and Stroke
FARYS | TMVW Simplifies Information Management with OpenText
Aspect Software Recognized as a 'Best of the Best' Professional Service Organization by SPI Research

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  MagLar, Inc.

Visit  La Bella Bakery Artisan Bakery Arizona





 
  ©2017 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)