Leading analyst and consulting firm Frost & Sullivan recently published a comprehensive report with research on VE, visual engagement, as an opportunity for growth in the customer experience space. The report explains the different types of VE and highlights the benefits in many use cases across different verticals and stages in the customer journey. Benefits that include increasing customer service efficiency as well as better connecting with customers and also resulting in improved AX (agent experience).
Another interesting point, clearly made, in the report is that COVID 19 and the shift towards digital meetings has accelerated the uptake of different VE technologies. The report also makes for some really exciting reading when it comes to future, AI-powered, use cases.
At Telia, we are happy to be part of the vendor brief, containing passages like:
“Telia offers one of the most comprehensive CCaaS product portfolios in the industry.”
and
“Telia has experience in deploying visual engagement solutions to companies of every size and vertical.”
Anyone interested in getting a grip on VE and the benefits it can bring should look in to acquiring a license for the report at Global Visual Engagement Tools Growth Opportunities (frost.com)