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Mitel Survey Promotes Machine-to-Person Communications

December 06, 2017

Results just released from an August survey aim to promote the benefits of machine-to-person communications. They indicate that most IT decision makers believe such communications can improve the customer experience. They suggest more than 75 percent of those surveyed will employ them within two years. And they report that four out of 10 think that will help them increase revenues.

The survey was performed by Opinium Research and commissioned by business communications solution provider Mitel. It gathered input from more than 2,500 senior IT decision-makers. Those individuals were in Australia, France, Germany, North America, and the U.K. They came from the education, finance, government, health care, hospitality, manufacturing, professional services, and manufacturing sectors.

Seven in 10 of the respondents said machine-to-person communications can increase responsiveness and problem resolution. It can do that by ensuring correct routing of people and information, sending alerts when thresholds are reached, and more, Mitel said. And it added that businesses that want to do this kind of thing should consider moving to the cloud so they have better access to the latest technologies such as chat bots, the Internet of Things, and omnichannel communications.

"Every day, new types of digital communication are being launched – from social networks to bots to augmented reality – and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone," said Kate Jalie, a partner at Opinium Research. "Now, exceptional customer service is multi-channel, bringing together voice, video, mobile and online in a seamless and highly personalized experience. Businesses that successfully implement new technologies for transforming the customer experience today, will be tomorrow's winners."

Edited by Mandi Nowitz