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Today’s customers are more connected than ever before due to the rapid
proliferation of digital devices in different form factors such as tablets, smartphones,
and much more.
• According to a report released by International Data Corporation, shipments of
smart connected devices crossed 1.2 billion in 2012.
• Parks Associates has forecast that over 8 billion devices will be connected to
home networks by the end of 2015.
The volume of customer support calls is also likely to grow.
The result……
There are a lot of out of scope calls, which
leads to a poor customer experience.