Global Visual Engagement Tools Growth Opportunities

Global Visual Engagement Tools Growth Opportunities

Innovative Visual Communications Technologies Drive Transformational Growth

RELEASE DATE
22-Jul-2021
REGION
North America
Research Code: MG12-01-00-00-00
SKU: IT04359-NA-MT_25604
$2,450.00
In stock
SKU
IT04359-NA-MT_25604
$2,450.00
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Description

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer segment, the demand for visual communication is rapidly increasing. Rich visual engagement and content sharing are progressively complementing or replacing traditional audio and chat-only interactions between businesses and customers.

Businesses must carefully assess frontline technology needs and invest in advanced visual engagement tools that respond to customers’ demands. Right-fit technology investments deliver tangible business outcomes in the contact center, including reduced customer effort, higher agent engagement and empowerment, and better resolution rates.

This study analyzes the four types of visual engagement tools—video, co-browsing, screen sharing, and annotations; and the opportunities they bring to improve customer experience (CX). It also features some game-changing providers that make the most inspiring visual engagement use cases possible.

The rising number of digital procedures and end-to-end digital customer journeys, the higher share of people working from home, and advancements in computer vision and cloud technologies are opening up a promising future for this segment of the market. Technology vendors and service providers must capitalize on the opportunities emerging from the current context and provide solutions that address evolving customer needs, including the demand for corporate-grade visual engagement tools and solutions that assure effective CX at all times.

Author: Federico Teveles

Table of Contents

Why Is It Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top Three Strategic Imperatives on Visual Engagement Tools in the CX Industry

Growth Opportunities Fuel the Growth Pipeline Engine™

Evolution of the Contact Center

What Are Visual Engagement Tools?

Types of Visual Engagement Tools

Cobrowsing

Screen Annotation

Screen Sharing

Video

Main Differences between Cobrowsing and Screen Sharing

Why Visual Engagement Tools?

Visual Engagement Use Cases in the CX Space

Use Cases by Vertical

Growth Drivers

Growth Restraints

Competitive Discussion—Decision-Making Factors

Barriers to the Implementation of Solutions

Benefits of Visual Engagement

Limitations of Visual Engagement

Visual Engagement—Technology Roadmaps

Visual Engagement Tool Provider Profiles

Vendor Profile—Acquire

Vendor Profile—Glance Networks

Vendor Profile—LogMeIn

Vendor Profile—Samesurf

Vendor Profile—Surfly

Vendor Profile—TechSee

Vendor Profile—Telia

Vendor Profile—Upscope

Growth Opportunity 1—Provide End-User Organizations with Curated Guidance and Training on Visual Engagement

Growth Opportunity 1—Provide End-User Organizations with Curated Guidance and Training on Visual Engagement (continued)

Growth Opportunity 2—Authentication and Security

Growth Opportunity 2—Authentication and Security (continued)

Growth Opportunity 3—Emphasis on Audio

Growth Opportunity 3—Emphasis on Audio (continued)

Growth Opportunity 4—Shift to Mobile Environment

Growth Opportunity 4—Shift to Mobile Environment (continued)

List of Exhibits

Legal Disclaimer

Related Research
Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer segment, the demand for visual communication is rapidly increasing. Rich visual engagement and content sharing are progressively complementing or replacing traditional audio and chat-only interactions between businesses and customers. Businesses must carefully assess frontline technology needs and invest in advanced visual engagement tools that respond to customers demands. Right-fit technology investments deliver tangible business outcomes in the contact center, including reduced customer effort, higher agent engagement and empowerment, and better resolution rates. This study analyzes the four types of visual engagement tools—video, co-browsing, screen sharing, and annotations; and the opportunities they bring to improve customer experience (CX). It also features some game-changing providers that make the most inspiring visual engagement use cases possible. The rising number of digital procedures and end-to-end digital customer journeys, the higher share of people working from home, and advancements in computer vision and cloud technologies are opening up a promising future for this segment of the market. Technology vendors and service providers must capitalize on the opportunities emerging from the current context and provide solutions that address evolving customer needs, including the demand for corporate-grade visual engagement tools and solutions that assure effective CX at all times. Author: Federico Teveles
More Information
No Index No
Podcast No
Author Federico Teveles
Industries Information Technology
WIP Number MG12-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,99DF-C1,9A5B-C1,9661,9723