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Automation is Critical to Boosting Productivity and Lowering Margins

Date: December 15, 2014

Author: John Ragsdale
Judith Platz

Description:
Technology is incredibly important to customer support organizations. Various platforms and applications are required to understand customer history, account entitlement, and service level agreements (SLAs); to interact with customers via multiple channels; and to enable unassisted support. TSIA has identified 16 separate application categories recommended for highly productive, scalable support teams, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. In this report, TSIA Research defines the recommended technology stack for customer support, as well as listing the top-installed vendors in each technology category. Support executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.

Applicable Disciplines:
Support Services

Keywords:
Technology; CRM; knowledge management; KM; collaboration; remote control; customer success; consumption; multichannel

Functional Areas:
Operations;Service Delivery;Strategy

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Equipment