Ventana Research Analyst Perspectives

Take Time Now to Get Mobile Customer Service Right

Posted by Richard Snow on Dec 7, 2012 11:21:33 AM

Recently I read that each person has an average of 1.8 devices connected to the Internet, and this number is likely to grow as people continue to buy smartphones and tablets. In parallel, the number of apps available in the various app stores is growing exponentially, with the iPhone store alone having more than 700,000 active apps. The big question for me is how much of this is about business and how much is purely social. Recently Genesys, Interactive Intelligence, Jacada, mplsystems and NICE Systems made announcements showing they are banking on a greater portion being about business, as they all released tools that allow organizations to build what they call mobile customer service apps.

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Topics: Customer Analytics, Customer Experience Management, NICE Systems, Social CRM, for example Genesys, Interactive Intelligence Jacada, Mobile apps, mplsystems, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM