Customer experience management is top IT priority for telcos in 2014

ovumCustomer experience management (CEM) has emerged as the top driver of telco IT investments in 2014, according to Ovum’s ICT Enterprise Insights. Telco IT spend is expected to reach US$60.7b by 2017, with investments geared towards telecoms infrastructure (cloud platforms, server virtualisation and BSS/OSS systems to support LTE implementations) and online channels to support customers’ increasingly digital lifestyles.

In the largest survey of senior IT executives ever conducted, Ovum reveals a long-term shift in spending towards customer-oriented systems and on improving customer satisfaction within the telecoms industry.

Survey respondents identified multi-channel integration and service personalisation as top areas of focus in the next 18 months, with 67 percent and 61 percent planning to increase spending in these two areas, respectively. Elsewhere, business intelligence and advanced analytics (predictive or big data analytics) will be key for operators — more than 80 percent of respondents will deploy these at the network level in an attempt to offer an enhanced connected experience with predictable, consistent, and relevant services at each point of interaction in the customer lifecycle.

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hybris partners LivePerson to provide digital engagement solutions

hybrishybris will partner intelligent engagement solution provider LivePerson to offer an integrated solution for businesses to optimise the online commerce experience and drive greater return on investment (ROI) to their digital properties.

The hybris Commerce Suite is now fully integrated with LivePerson’s award-winning chat solution and available on the hybris Extend marketplace. The new integration will be essential to e-commerce professionals seeking to differentiate their brands from competitors, enabling them to connect more meaningfully to visitors and delivering a richer, more personalised experience for customers that will drive higher customer satisfaction and greater value to their business.

With LivePerson’s chat solution, merchants are able to increase conversion rates through their online stores and decrease cart abandonment. For example, if a customer is having difficulty locating a particular item, a customer service agent will be alerted and offer immediate assistance with the customer directly through live chat or ‘click to call’. Likewise, customers can engage directly with a customer service agent through a ‘click to chat’ button. To ensure an optimised client engagement, the customer’s page data is dynamically passed through to the agent.

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