WebRTC Solutions Industry News

TMCNet:  Target. Engage. Deliver [Customer Inter@ction Solutions]

[December 28, 2012]

Target. Engage. Deliver [Customer Inter@ction Solutions]

(Customer Inter@ction Solutions Via Acquire Media NewsEdge) The rise of social media and the smartphone boom have put more control into the hands of consumers. That has shaken things up significantly at retailers and, indeed, at businesses of all stripes.

As a result, organizations have become acutely aware they need to be vigilant about keeping tabs on what's being said on social media - and that they need to formulate strategies on how best to respond.

Businesses also are beginning to understand that it's more important than ever to communicate with customers through the channels those individuals prefer. That has given rise to the multi-channel contact center. But, increasingly, it's the mobile phone that consumers are using to access information (rom and interact with businesses. And that's driving big changes in terms of customer expectations for service.

Virtual Hold Technology CEO Kevin Sjodin says that by 2016, more than 60 percent of inbound customer service calls will come from smartphones, laptops and devices other than landlines like gaming consoles, set-top boxes and store kiosks. Ovum Research says 37 percent of inbound customer service calls in North America by 20 16 will be made from smartphones.

Organizations also are awakening to the need to better understand their current and potential customers, so they can build customer loyalty, avoid churn, and provide more competitive and profitable offerings.

Social media and internal data are seen as two data sources that are ripe for the picking. However, "although 78 percent of customer intelligence professionals understand the value of social media data, far fewer are able to transform it into customer insight that drives better company strategy," says Kate Leggett, senior analyst at Forrester Research. IBM's latest CIO survey report notes that most organizations are data rich but insight poor. And a recent Coveo study reveals that 42 percent of respondents estimate their companies have visibility into less than a quarter of information across all interaction channels, including social streams, and that 65 percent do not combine social data with enterprise content or are not sure of whether their organizations combine this data in customer service and support operations.

So, while corporate management, call centers and marketing organizations are increasingly aware of all of the above-noted requirements, for the most part they are still grappling with how to get a handle on the best ways to target, engage, and deliver products and services to their customers - while at the same time delivering value to their own businesses and shareholders.

CUSTOMER magazine was created precisely to assist organizations to meet these challenges head on.

In each issue of TMC's CUSTOMER magazine, readers will find news and insight on the latest developments in agent training, analytics and big data, ERR 1VR and selfservice, multi-channel call center, social CRM and other social media solutions, marketing campaign creation, mobile apps, outbound marketing, workforce management, and more.

CUSTOMER magazine features Accolades, which highlights winners of TMC awards programs related to the customer experience; Angle, in which 1 will be sharing my views on the market; Click, through which we serve up small but important news bites; Experience, in which Group Editor Erik Linask conveys key takeaways from his customer experience company interviews; Perspective, in which TMC CEO and Editor in Chief Rich Tehrani leverages his extensive knowl-edge of the industry to provide industry insight; and SucceSS which profiles great new innovations, companies and case studies in the customer experience space.

But the three key sections of CUSTOMER are called Target, Engage and Deliver.

Target provides intelligence on tools and practices for gathering customer data and using it to capture, keep and grow ARPU of customers. That includes coverage on things like analytics, big data, outbound marketing, and social media listening tools.

Engage addresses customer-facing tools, technologies and processes. That tackles such topics as marketing campaign creation, multi-channel call center, mobile apps, social CRM, and social media.

Deliver talks about the internal tools and processes needed to deliver to customers the most appropriate experiences. That way, organizations involved in that delivery can get the best possible business results. The section offers insight on agent training, ERP, IVR and self-service, workforce management, and more.

Target. Engage. Deliver.

CUSTOMER magazine can show you how.

Paula Bernler, Executive Editor (c) 2012 Technology Marketing Corporation

[ Back To WebRTC Solutions's Homepage ]


Featured Podcasts

Oracle in Enterprise Communications

Most in the industry have heard of the acquisition of Acme Packet by Oracle. What you may not know is that Oracle has a number of telecommunications products including a UC suite, WebRTC Session Controller, and Operations monitoring tools. Oracle is pursuing both the enterprise and service provider.

Featured Whitepapers

WebRTC Security Concerns

This whitepaper covers two of the most relevant topics in communications industry today: WebRTC and security. We will introduce the problem of security in WebRTC including those traditional VoIP attacks that are going to be present in WebRTC services. Later we will mention ad-hoc WebRTC attacks and protection mechanisms, to close with an overview of identity management solutions.

Migrating Real Time Communications Services to the Web

In the Internet age, businesses that own fixed and mobile communication networks, including traditional Communications Service Providers (CSPs) of all kinds, are being challenged with some tough questions: How do we stay relevant to our customers?

Delivering Enterprise-Class Communications with WebRTC

WebRTC is an emerging industry standard for enabling Web browsers with real-time communications capabilities. It enables enterprises to enhance Web sites, empower BYOD users, and improve video collaboration and on-line meetings, to name but a few examples.

WebRTC Report Extract Reprint

This document examines the growing important of WebRTC, both generally and for telecom service providers. It considers the expanding range of use-cases, the multiple layers of interoperability likely to be desired by telcos, and some implications in terms of network integration and mobility.


Robust Enterprise Grade WebRTC Systems and Services

The emerging WebRTC standard has become one of the industry's hottest topics – and with good reason. Being able to "communications enable the web" has Communications Service Providers as well as Enterprises busily making plans for deployment. But, as these plans unfold, reality is starting to intrude on those plans. Our expectations of telephony services are much higher than web browsing. We expect the phone to connect instantly, operate with minimal disruption, and work seamless across any network, anywhere, at any time. There is also an understanding that phone service is inherently secure. With WebRTC, the expectation is for these applications to behave in the same manner.

This session looks at the user experience and expectations of a WebRTC Enterprise service. It will also cover how a WebRTC enterprise handles security, reliability, and interoperability within browsers and networks.


The Oracle Communications WebRTC Session Controller enables communications service providers (CSPs) and enterprises to offer WebRTC services – from virtually any device, across virtually any network – with carrier-grade reliability and security.

Sales Presentation: Oracle Communications WebRTC Session Controller

- WebRTC Market and Opportunities
- WebRTC Challenges
- Oracle Communication WebRTC Session   Controller
- Summary


Communication Service Provider (CSP) voice service revenues continue to face pressure due to shifts in communication preferences and competition from non-traditional service providers. Voice communications are now often embedded into applications outside the domain of traditional telephony voice usage. CSPs have been challenged to effectively leverage and monetize new web-oriented communications technologies.