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2020-2021 Digital Customer Service Product and Market Report

2020-2021 Digital Customer Service Product and Market Report

Digital channels have become ubiquitous and are favored by customers for interacting with businesses. DMG Consulting’s inaugural Digital Customer Service Product and Market Report analyzes the overall market and closely examines 6 vendors who offer digital customer service platforms and have already made a name for themselves in this emerging sector. 

Asynchronous service options meet customers “where they live”

Digital communications have become the preferred method of communications between businesses and customers. One unique feature of conversations in the new digital era is that they can start, stop and continue when the customer chooses. This asynchronous communication is characterized by persistence, which enables a conversation to retain context and history when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels, over an extended period of time. Customers expect companies to remember who they are and know their preferences; asynchronous channels help achieve this goal. Enterprises are undertaking digital transformations to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice.

The 2020-2021 Digital Customer Service Product and Market Report provides in-depth coverage of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The Report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq and RingCentral.

Report includes:

  • Digital-first customer service: what it means, definition of synchronous and asynchronous digital channels, and the functional and technical building blocks that make up these solutions
  • Current market trends and challenges that are driving enterprise investments and vendor innovation in this IT sector
  • Discussion of the role and contributions of contact centers in enterprise-wide digital transformation initiatives
  • A look at how digital-first servicing is an ideal complement to an omni-channel strategy, inclusive of voice, to provide customers with the ultimate flexibility and choice
  • Examination of how digital customer service solutions enable users to track, measure and understand the omni-channel customer journey
  • Analysis of how the growing customer preference for self-service is driving demand for intelligent and effective solutions
  • Discussion of work-at-home (WAH) agent requirements for servicing digital interactions and how to keep WAH staff supported and engaged
  • Analysis of the digital customer service competitive landscape, including a high-level overview of the 6 featured vendors
  • Detailed comparative analyses of the key technical and functional capabilities of the 6 featured digital customer service solutions
  • Implementation analysis, including vendor methodology and best practices, maintenance and support, workshops, training and professional services
  • Pricing comparison and analysis for a digital-only and digital and voice 250-seat cloud-based implementation
  • Detailed company reports for the 6 vendors covered in this Report, including product functionality and future product development plans
  • Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Digital-First Customer Service
    • 4.1 Channel Descriptions
    • Functional Overview of Digital Customer Service Solutions
  5. Digital Customer Service Market Trends and Challenges
    • 5.1 Market Trends
    • 5.2 Market Challenges
  6. The Digital Transformation of Enterprises
  7. Digital Transformation Projections
  8. Digital-First, Not Digital-Only
  9. The Omni-Channel Customer Experience
  10. KPIs for Measuring the Omni-Channel Customer Experience
  11. Self-Service: There When You Need It Most
  12. Remote Possibilities: Requirements to Support WAH Agents
  13. Digital Customer Service Market Activity Analysis
  14. Competitive Landscape
    • 14.1 Company Snapshot
    • 14.2 Product Components
    • 14.3 Product Capabilities
  15. Technical Analysis
    • 15.1. High Level Technical Analysis
    • 15.2 Artificial Intelligence, Machine Learning and Automation
    • 15.3 Integration
    • 15.4 Security and Compliance
  16. Functional Analysis
    • 16.1 High-Level Functional Analysis
    • 16.2 Supervisor Interface
    • 16.3 Agent Desktop
    • 16.4 Omni-Channel Routing and Queuing
    • 16.5 CRM/Case Management
    • 16.6 Knowledge Management
    • 16.7 Dashboards, Reporting and Analytics
  17. Implementation Analysis
  18. Pricing
    • 18.1 Pricing Structure
    • 18.2 Digital Channel Pricing
    • 18.3 Digital and Voice Channel Pricing
  19. Company Reports
    • 19.1 Glia Technologies, Inc.
    • 19.2 Helpshift
    • 19.3 LivePerson, Inc.
    • 19.4 NICE inContact
    • 19.5 Quiq
    • 19.6 RingCentral

Digital Customer Service Vendor Directory

Table of Figures

  • Figure 1: Channel Descriptions
  • Figure 2: Digital-First Contact Center Solutions
  • Figure 3: Digital Customer Service Market Trends
  • Figure 4: Digital Customer Service Market Challenges
  • Figure 5: Essential Characteristics of a Digital Transformation
  • Figure 6: Transition to an Omni-Channel Contact Center
  • Figure 7: Integrate Front- and Back-Office Functions
  • Figure 8: Update Self-Service Solutions
  • Figure 9: Tracking the Customer Journey
  • Figure 10: Digital Transformation Projections
  • Figure 11.1: Omni-Channel Capabilities
  • Figure 11.2: Omni-Channel Capabilities
  • Figure 12.1: Understanding the Omni-Channel Customer Journey
  • Figure 12.2: Understanding the Omni-Channel Customer Journey
  • Figure 13: Omni-Channel KPIs by Constituency
  • Figure 14.1: Service Levels
  • Figure 14.2: Service Levels
  • Figure 15.1: Chatbot/Virtual Assistant
  • Figure 15.2: Chatbot/Virtual Assistant
  • Figure 16.1: WAH/Remote Staff
  • Figure 16.2: WAH/Remote Staff
  • Figure 17: Digital Customer Service Competitive Landscape
  • Figure 18.1: Company Information
  • Figure 18.2: Company Information
  • Figure 19: Product Components
  • Figure 20.1: Product Capabilities
  • Figure 20.2: Product Capabilities
  • Figure 21.1: High-Level Technical Summary
  • Figure 21.2: High-Level Technical Summary
  • Figure 22.1: Artificial Intelligence (AI), Machine Learning and Automation
  • Figure 22.2: Artificial Intelligence (AI), Machine Learning and Automation
  • Figure 23.1: Integration
  • Figure 23.2: Integration
  • Figure 24.1: Security and Compliance
  • Figure 24.2: Security and Compliance
  • Figure 25.1: High-Level Functional Summary
  • Figure 25.2: High-Level Functional Summary
  • Figure 26.1: Supervisor Interface
  • Figure 26.2: Supervisor Interface
  • Figure 27.1: Agent Desktop
  • Figure 27.2: Agent Desktop
  • Figure 28.1: Omni-Channel Routing and Queuing
  • Figure 28.2: Omni-Channel Routing and Queuing
  • Figure 29.1: Customer Relationship Management/Case Management
  • Figure 29.2: Customer Relationship Management/Case Management
  • Figure 30.1: Knowledge Management
  • Figure 30.2: Knowledge Management
  • Figure 31.1: Dashboards, Reporting and Analytics
  • Figure 31.2: Dashboards, Reporting and Analytics
  • Figure 32.1: Implementation Analysis
  • Figure 32.2: Implementation Analysis
  • Figure 33.1: Pricing Structure
  • Figure 33.2: Pricing Structure
  • Figure 34.1: Pricing for a 250-Seat Digital Customer Service Solution
  • Figure 34.2: Pricing for a 250-Seat Digital Customer Service Solution
  • Figure 35.1: Pricing for a 250-Seat Digital and Voice Customer Service Solution
  • Figure 35.2: Pricing for a 250-Seat Digital and Voice Customer Service Solution
+ Report Includes

Report includes:

  • Digital-first customer service: what it means, definition of synchronous and asynchronous digital channels, and the functional and technical building blocks that make up these solutions
  • Current market trends and challenges that are driving enterprise investments and vendor innovation in this IT sector
  • Discussion of the role and contributions of contact centers in enterprise-wide digital transformation initiatives
  • A look at how digital-first servicing is an ideal complement to an omni-channel strategy, inclusive of voice, to provide customers with the ultimate flexibility and choice
  • Examination of how digital customer service solutions enable users to track, measure and understand the omni-channel customer journey
  • Analysis of how the growing customer preference for self-service is driving demand for intelligent and effective solutions
  • Discussion of work-at-home (WAH) agent requirements for servicing digital interactions and how to keep WAH staff supported and engaged
  • Analysis of the digital customer service competitive landscape, including a high-level overview of the 6 featured vendors
  • Detailed comparative analyses of the key technical and functional capabilities of the 6 featured digital customer service solutions
  • Implementation analysis, including vendor methodology and best practices, maintenance and support, workshops, training and professional services
  • Pricing comparison and analysis for a digital-only and digital and voice 250-seat cloud-based implementation
  • Detailed company reports for the 6 vendors covered in this Report, including product functionality and future product development plans
  • Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Digital-First Customer Service
    • 4.1 Channel Descriptions
    • Functional Overview of Digital Customer Service Solutions
  5. Digital Customer Service Market Trends and Challenges
    • 5.1 Market Trends
    • 5.2 Market Challenges
  6. The Digital Transformation of Enterprises
  7. Digital Transformation Projections
  8. Digital-First, Not Digital-Only
  9. The Omni-Channel Customer Experience
  10. KPIs for Measuring the Omni-Channel Customer Experience
  11. Self-Service: There When You Need It Most
  12. Remote Possibilities: Requirements to Support WAH Agents
  13. Digital Customer Service Market Activity Analysis
  14. Competitive Landscape
    • 14.1 Company Snapshot
    • 14.2 Product Components
    • 14.3 Product Capabilities
  15. Technical Analysis
    • 15.1. High Level Technical Analysis
    • 15.2 Artificial Intelligence, Machine Learning and Automation
    • 15.3 Integration
    • 15.4 Security and Compliance
  16. Functional Analysis
    • 16.1 High-Level Functional Analysis
    • 16.2 Supervisor Interface
    • 16.3 Agent Desktop
    • 16.4 Omni-Channel Routing and Queuing
    • 16.5 CRM/Case Management
    • 16.6 Knowledge Management
    • 16.7 Dashboards, Reporting and Analytics
  17. Implementation Analysis
  18. Pricing
    • 18.1 Pricing Structure
    • 18.2 Digital Channel Pricing
    • 18.3 Digital and Voice Channel Pricing
  19. Company Reports
    • 19.1 Glia Technologies, Inc.
    • 19.2 Helpshift
    • 19.3 LivePerson, Inc.
    • 19.4 NICE inContact
    • 19.5 Quiq
    • 19.6 RingCentral

Digital Customer Service Vendor Directory

Table of Figures

  • Figure 1: Channel Descriptions
  • Figure 2: Digital-First Contact Center Solutions
  • Figure 3: Digital Customer Service Market Trends
  • Figure 4: Digital Customer Service Market Challenges
  • Figure 5: Essential Characteristics of a Digital Transformation
  • Figure 6: Transition to an Omni-Channel Contact Center
  • Figure 7: Integrate Front- and Back-Office Functions
  • Figure 8: Update Self-Service Solutions
  • Figure 9: Tracking the Customer Journey
  • Figure 10: Digital Transformation Projections
  • Figure 11.1: Omni-Channel Capabilities
  • Figure 11.2: Omni-Channel Capabilities
  • Figure 12.1: Understanding the Omni-Channel Customer Journey
  • Figure 12.2: Understanding the Omni-Channel Customer Journey
  • Figure 13: Omni-Channel KPIs by Constituency
  • Figure 14.1: Service Levels
  • Figure 14.2: Service Levels
  • Figure 15.1: Chatbot/Virtual Assistant
  • Figure 15.2: Chatbot/Virtual Assistant
  • Figure 16.1: WAH/Remote Staff
  • Figure 16.2: WAH/Remote Staff
  • Figure 17: Digital Customer Service Competitive Landscape
  • Figure 18.1: Company Information
  • Figure 18.2: Company Information
  • Figure 19: Product Components
  • Figure 20.1: Product Capabilities
  • Figure 20.2: Product Capabilities
  • Figure 21.1: High-Level Technical Summary
  • Figure 21.2: High-Level Technical Summary
  • Figure 22.1: Artificial Intelligence (AI), Machine Learning and Automation
  • Figure 22.2: Artificial Intelligence (AI), Machine Learning and Automation
  • Figure 23.1: Integration
  • Figure 23.2: Integration
  • Figure 24.1: Security and Compliance
  • Figure 24.2: Security and Compliance
  • Figure 25.1: High-Level Functional Summary
  • Figure 25.2: High-Level Functional Summary
  • Figure 26.1: Supervisor Interface
  • Figure 26.2: Supervisor Interface
  • Figure 27.1: Agent Desktop
  • Figure 27.2: Agent Desktop
  • Figure 28.1: Omni-Channel Routing and Queuing
  • Figure 28.2: Omni-Channel Routing and Queuing
  • Figure 29.1: Customer Relationship Management/Case Management
  • Figure 29.2: Customer Relationship Management/Case Management
  • Figure 30.1: Knowledge Management
  • Figure 30.2: Knowledge Management
  • Figure 31.1: Dashboards, Reporting and Analytics
  • Figure 31.2: Dashboards, Reporting and Analytics
  • Figure 32.1: Implementation Analysis
  • Figure 32.2: Implementation Analysis
  • Figure 33.1: Pricing Structure
  • Figure 33.2: Pricing Structure
  • Figure 34.1: Pricing for a 250-Seat Digital Customer Service Solution
  • Figure 34.2: Pricing for a 250-Seat Digital Customer Service Solution
  • Figure 35.1: Pricing for a 250-Seat Digital and Voice Customer Service Solution
  • Figure 35.2: Pricing for a 250-Seat Digital and Voice Customer Service Solution
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