The Harver Group Management

Lastweek was Hadi present at the three-day CallCenter World eventin Berlin. More than 7,500 visitors visited the stockexchange and more than 250 companies found themselves with their booths on theshow floor. We describe the highlights and what us fell. What new innovationsand trends there are customer contact?

Everyone is talking about

-Omnichannel is the trend you will see these elements anywhere on the stockmarket, it is expected that this is becoming increasingly important

- New technologies were prominent including VideoIdent of arvato and the waiting app Virtual Q

-Invest in the staff gets more attention and is more often on the agenda

-Marketing is a completely different direction, the focus moves to marketingautomation

-Competition in the industry is mostly still on price level but quality andinnovation are also more common topics of conversation

New

Arvatolaunched in October 2014 her new tool Video Ident: this new technology makes itpossible to legitimize yourself via video chat. Three German bankinginstitutions put the tool currently in. People can easily remotely shut down abank account, they don't have more come along to provide proof of identity withcost and time savings as a result.

VirtualQ, the waiting app, saves time and especially money via the smartphone. Theapplication converts consumers in a queue without the active phone line remainsopen. The concept is now mainly used in contact centers as well as restaurantsand shops put the app in.

Nuanceprovides speech recognition for many companies in the world of customer contact.Virtual agents understand the problem of the customer and send him to the appropriatelive agent. Nuance's speech techniques are also applied in many other sectors,for example in the new update to iOS in which a Dutch-language variant of Siri andthe new ING app that you can control with your voice.

Humanify,part of TeleTech, is an application that offers consumers personal customerservice. All channels and support capabilities of a company come together inthe app in which consumers can easily find a solution to his problem. If thisfails, he can choose through which channel he comes into contact with the rightagent. Consumers can share photos and videos with the agent so as to make clearthe problem faster. Fit the other industries also constantly increasing. Thinkof Weight Watchers where consumers easily with their coach may come intocontact.

Theabove innovations are just a few examples of all 250 companies who were presentduring CCW but give you glimpse of some new and innovative trends anddevelopments in the customer contact industry.