Eliminate Silos with Multi-Channel Technology
@AnthonyAbdulla, Director, Product Marketing - Mobility and UX, Pegasystems
1+ Billion users
1+ Billion users
806+ Million users
684+ Million users
WhatsApp Facebook Messenger WeChat Viber
Gartner - Competitive Landscape: Consumer Messaging App Providers, 2016
Communities
Social Media
Web-Based Self-Service (Search, Virtual Assistant, etc.)
Phone
Outbound Alerts
Interactive Voice Response
Internet of Things / Bots
35
30
20
5
2.5
30
18
10
10
12
5
3
5
2016 2020
5
2 Video Chat
SMS/Text
2
32
0.2
Chat/C-browse
Figure 1: Customer Service Channel Mix
Source: Gartner (July 2016)
Digital technologies are proliferating…
By 2020, virtual agents will participate in a majority of commercial interactions between people and businesses
- Gartner
“Bots that do one thing well are more helpful than bots that do many things poorly.”
uxdesign.cc - Why Chatbots Fail - 2017
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