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Report Analyzes Five Emerging Technologies for Customer Service

Constellation Research publishes report highlighting five key technologies all customer service organizations should evaluate.

San Francisco, CA, May 20, 2013 --( Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of “Compelling Investments for Extraordinary Service,” by Constellation Vice President and Principal Analyst, Elizabeth Herrell. This report helps customer service organizations identify quantifiable value for deploying emerging technologies and steps to build a business case for justifying new investments

This report highlights five key technologies that all customer service organizations should evaluate as these technologies create new revenues, lower service costs, and positively enhance customer experience. Importantly, these customer service investments demonstrate quantifiable business benefits and provide valuable customer insight.

Emerging customer service applications include:

Mobile Web - deliver customer support directly from mobile app
Automated Web chat -uses advanced natural language speech for Web support
Real time analytics -mines data from all types of customer interactions for insight
Big Data -collects and analyzes customer data for informed decisions
Video mobile- supports visual communications to support smartphones and tablet service

“Although emerging applications offer a tremendous potential, the reality is that business decision leaders need to fully appreciate how these applications will transform their business and provide better customer engagement. To build a business case, it is necessary to identify the key pain points of the current operations and quantify the cost of not doing anything.” - Report author, Elizabeth Herrell

This report is designed to assist customer service organizations in moving forward with advanced applications that provide much deeper insight into their customers to improve their customer’s experience and also to more successfully automate a higher percentage of interactions to reduce costs.

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

The Report
Compelling Investments for Extraordinary Service,

About Elizabeth Herrell
Elizabeth Herrell is Vice President and Principal Analyst covering customer service and support, contact centers and related customer support applications. Elizabeth’s current research focuses on next generation customer experience.

About Business Research Theme
Next Generation Customer Experience analyzes the technologies transforming traditional "customer service" into next generation customer experience.

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 Digital Marketing Transformation, Future of Work; Next Generation Customer Experience; 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.
Contact Information
Constellation Research
Courtney Sato

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