Slough, UK: Monday 17 June 2013 – Mobile is critically important to the future delivery of customer service and support, say 91 per cent of more than 100 senior executives who attended an Interactive Intelligence webinar.
The executives, surveyed after the webinar Delivering Customer Service over Smartphones and Tablets, also indicated that the industry is proactively looking to leverage mobile technologies. Eight out of 10 of those polled said they were either developing (70%) or already executing (10%) a mobile strategy for customer service delivery.
Regarding customer service delivery channels on smartphones, those questioned believed web self-service (44%), live chat (19%) and voice (19%) would be the most dominant in five years’ time.The survey also revealed that three quarters of respondents (75%) consider mobile as both an access device and a customer channel.
“This survey highlights the need for those companies operating contact centres to invest in technologies that enable them to cope with mobile,” says Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence. “For example, Interactive Intelligence enables enterprises and contact centres to unify their communications, allowing them to easily integrate mobile into their customer service strategies.”Delivering Customer Service over Smartphones and Tablets is part of the Champions and Innovators 2013 series, and was led by Jon Snow, chairman of the Directors’ Club (GB & NI).
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Notes to Editors
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, 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. It employs approximately 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 or firstname.lastname@example.org; on the Net: www.inin.com.
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.
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