Capturing the Customer Interaction Opportunity

Every Service Provider needs to look continually at where the next 12 month revenue is going to be coming from. It could be adding new features to existing services, introducing new services to your portfolio or tailoring and packaging your services to address a new market sector.  Depending on your finances and current circumstances, you could be considering investment in new solutions, extending the services you already provide from an existing supplier or reselling an existing established offering.

Whatever your positon a detailed understanding of the options available and the training and investment implications is needed. This data is the way to ensure you understand your existing market, and your new target market, and have evaluated what features and services you want to offer and whether you want your new offering integrated under your existing brand or provided as a standalone offering.

Recent Cavell research indicates that the top four most requested features from Services Providers today are Mobility, Contact Centres, Handsets and Analytics. Mobility is a well-established area and a wealth of services are on offer, and Handsets are widely available and increasingly competitively priced and easy to deploy and manage. It is the Customer Interaction opportunity, and in particular the area of Contact Centre and contact centre like services including analytics as well as s IVR and call recording that Cavell believe provides a new and exciting opportunity. At Cavell we believe that this area needs to be investigated by any Service Provider looking for ways to differentiate themselves from the competition and extend their offering with new services that will also allow them to upsell their existing UC and VoIP offerings.

We have therefore completed some qualitative research into the market opportunity and the vendor solutions available, and will be providing a free of charge Webinar on 30th November at 2pm GMT to provide an introduction in to the Service Provider opportunity provided by the Customer Interaction opportunity. We will define the three levels of involvement available and talk about what the differences are and the relative pros and cons. Register now and learn more about this new opportunity, and how you can capture some of the low hanging fruit.