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New Report by Constellation Research Addresses Customer Support Outsourcers’ Incorporation of Social Media and Mobile Apps

Report reveals that innovative customer support outsourcers must embrace new modes of engagement and deliver integrated support across all channels - social & mobile. The customer support paradigm is changing. The key to innovative customer support is to evolve with the customer.

San Francisco, CA, September 21, 2012 --( Constellation Research, Inc., the award-winning research and advisory firm focused on disruptive technologies announced the publication of "Innovative Customer Service Outsourcers Expand Channel Support," a new research report authored by Vice President and Principal Analyst, Elizabeth Herrell, that identifies how market-leading outsourcers enhance customer experience via support of social media and mobile apps.

This report reveals:

- Innovative customer support outsourcers must embrace new modes of engagement and deliver integrated support across all channels.
- The customer support paradigm is changing. The key to innovative customer support is to evolve with the customer.
- Best practices for supporting the next generation social customer
- How six innovative customer support outsourcers engage their customers on social and mobile applications

Customer adoption of social media and mobile apps grows steadily, yet many companies fail to integrate these newer channels of communication into their core customer support operations, often resulting in fragmented customer experience. Although customer support outsourcers handle millions of transactions daily, only a handful of outsourcers effectively support social and mobile apps. Constellation Research’s new report provides insight into how market-leading outsourcers support this growing trend and provides best practices for engaging their services.

Herrell said, “This is uncharted territory for many customer support outsourcers and it is important for companies to understand and require that their outsourcer provides comprehensive support across these newer and fast growing channels.”

This latest report fits into Constellation’s business-focused research theme, Next Generation Customer Experience.

The Report
More information about "Innovative Customer Service Outsourcers Expand Channel Support" can be found here:

About Elizabeth Herrell
Elizabeth Herrell is Vice President and Principal Analyst covering Unified Communications and Collaboration, Social Business, and Contact Centers. Elizabeth’s current research is directed on the convergence of UC and collaboration solutions, premise and cloud based solutions, and next generation customer experience including social, mobile, and video applications.

Twitter: @eherrell
Geo: Flagstaff, Arizona

Next Generation Customer Experience
Customers are moving rapidly to a People-to-People (P2P) world where B2B and B2C no longer make sense. Customers seek simplicity in their customer experiences and will only choose to engage when approached with the appropriate context. Consequently, customers don't care what department they talk to for marketing, sales, and service. They expect an organization to act as one entity and their front office experiences to meet the same experiences regardless of touch point.

As customer centricity plays a greater role in the design of each interaction point from the front office to the back office, new paradigms in user experience, social interactions, mobility, and big data play a big role in crafting these experiences. Because an individual can play different roles that carry different levels of expectations, organizations must prepare for a world that expects real-time context, not right time bombardment.

Lead analysts: Elizabeth Herrell and Dr. E. Brent Kelly

About Constellation Research
Constellation Research is a research and advisory firm focused on disruptive and emerging technologies. This renowned group of experienced analysts, led by R "Ray" Wang, focuses on business-themed research including the Future of Work; Next Generation Customer Experience; From Data to Decisions; Matrix Commerce; Technology Optimization and Innovation; and Consumerization of IT and the New C-Suite.

Constellation's collection of prestigious analysts bring real world experience, independence, and objectivity to client solutions that span cross-role, cross-functional, and cross-industry points of view. Clients join Constellation Research for a fresh and business focused perspective.

Unlike the legacy analyst firms, Constellation Research is disrupting how research is accessed, what topics are covered, and how clients can partner with a research firm to achieve success. Over 100 clients have joined from an ecosystem of buyers, partners, solution providers, c-suite, board of directors and vendor clients.

For more information about Constellation Research, visit

Constellation Research, Constellation SuperNova Awards and the Constellation Research logo are trademarks of Constellation Research, Org. All other products and services listed herein are trademarks of their respective companies.

Press Contacts:
Contact the Media and Influencers relations team at press[at]ConstellationRG[dot]com for interviews with analysts.

Sales Contacts:
Contact our sales team sales[at]ConstellationRG[dot]com.
Contact Information
Constellation Research
Courtney Sato

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