Computer Business Review

Consumers choosing technology over call agents

Amy-jo Crowley

15:25, July 3 2013

UK businesses have missed out on competitive advantages as an increasing number of consumers turn to technology for sensitive transactions, according to new research by communications solutions provider Avaya and technology specialist Sabio.

The survey of 2000 UK consumers found that 76% preferred making secure payments online in place of call centre agents.

Another 81% said they are comfortable using Interactive Voice Response (IVR) for financial matters, while 55% said they would be happy using voice biometric technology when checking account balances.

And only 5% of consumers think transaction involving payments with UK call agents is secure.

Simon Culmer, managing director at Avaya, said: "There is still a very strong role for voice in the contact centre as it offers unrivalled versatility in solving complex queries and a key gateway for those who are not online - nearly 20% of the UK population.

"In essence, UK businesses need to listen to their customers, assess their corporate requirements and look at the demands being placed on them through their customer service channels, and from there determine the right strategy and solutions to meet their customer service needs," added Culmer


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