Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper"

Transcription

1

2 Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience About Us 7 1

3 Introduction Global transparency or management s ability to have clear visibility of all data in a contact center is a critical concept when thinking of data integration in a customer service environment. Transparency is vital to understanding pain points, process bottlenecks, and key performance indicators. It necessitates tools that not only allow visibility to all data collected in a contact center, but also the ability to organize and report on that data in order to measure and improve operational efficiency. With Transera, supervisors can access both real-time and historical data, and get full and continuous visibility on all contact center activities. Using Transera, management has visibility into each individual agent s performance. This insight can help identify issues and improve information capture, analysis, and compliance. This whitepaper will discuss how Transera can help break down silos between contact center and CRM data while allowing management to use data analytics to improve overall contact center performance and customer experience. 2

4 Break Down Silos Between Contact Center and CRM Data Managing customer interactions can be a complex process when data related to the customer interaction is scattered in disparate systems. Transera allows contact center management to collect and analyze data from the many systems that support customer interactions. Using this information, Transera is able to build a comprehensive view of the interaction. In the most simplistic scenario, an Automatic Call Distributor (ACD) is used for routing the call to the agent and the agent uses a Customer Relationship Management (CRM) application to resolve and track the interaction. Transera integrates ACD information with CRM data to get a holistic view of customer interactions. This data includes call time, age of calls in queue, state of agent, and other data points of interest. This provides a better user experience for supervisors and management, who can easily view and report on contact center data. Transera offers insight into customer interactions across various business channels. Transera allows real-time visibility of , voice, and chat interactions, providing insight into interaction traffic and how the interactions eventually lead to sales. Call, , and chat records allow for unified reporting of cross-channel interactions and visualization of data points. Access to this data allows management to optimize their processes to provide a seamless customer experience across channels. Transera offers the ability to record, store, and archive any call. Transera can record all calls regardless of the team, site, or individual taking the call and save them for replay at a later time. Supervisors can listen to recorded calls and make recommendations for employee improvement and proper handling of future calls. They can also assign custom tags and parameters to configure alert warnings and facilitate easy search and retrieval of calls using those tags. Calls can be stored indefinitely or can be archived as needed. By integrating contact center and CRM data, supervisors and management can quickly report on specific data points that are critical to daily business operations, and pinpoint customer interaction types that can be improved. 3

5 Data Analytics to Improve Contact Center Performance and Customer Experience Transera s solutions help managers to better analyze data and, in turn, more effectively manage employees and overall contact center operations. A fully integrated, real-time view of their contact center call information allows managers to make better day-to-day decisions. By dismantling data silos, Transera brings data from every contact system together, allowing managers to gain visibility on all activity in the call center, both in real time and via historical detail. Not only does Transera analyze the data, but it creates predictive models to help improve business success and increase customer satisfaction. Transera takes the customer interaction data from your call center, IVR data, ACD data and CRM data then links that data to create an end to end view of the customer interaction. Since Transera has a complete view of customer interaction, it has the ability to find attributes that lead to positive and negative business outcomes. Consequently, managers are able to gain insights into what contact center behaviors are working and what behaviors should be changed. Once managers understand what is working and what is not working, they can use Transera to help improve the Key Performance Indicators (KPIs), or metrics that are most important to the business. Transera analyzes the data and recommends actions to improve business performance. KPIs that Transera helps improve include sales conversions rates, sales order values, customer retention rates, customer satisfaction scores, and first call resolution rates. 4

6 Since implementing new behaviors and business best practices can feel overwhelming and time consuming, if desired, Transera can automatically implement performance improvements in the call center environment. The Customer Interaction Advisor application makes the insights actionable by providing real-time guidance for handling interactions. Using a predictive analytics engine, a business rules engine, and the Customer Engagement Repository, Transera keeps business recommendations constantly up to date and relevant. These recommendations enable matching customers with the best agents, prioritizing customers, routing customers, and/or giving the best scripts to agents for the most successful interactions. An end to end view of the customer interaction allows managers to quickly review key data points and act on them in a timely manner. This makes dayto-day contact center management more straightforward because real-time data allows managers to view and correct any impediments to success. Managers can adapt more quickly to change if they are able to make data-driven decisions in which they are confident. As a result, a manager s ability to oversee operations holistically through data and reporting leads to improved operational efficiency and business success. Leverage Customer Data to Improve Customer Experience Contact center managers can use customer data to improve processes and procedures when managing customer interactions. Managers can use the knowledge base and other tools to make informed decisions on how interactions are handled. The Transera management dashboard provides visibility on teams, agents, outsourcers, customers, systems, and site performance. Using the dashboard, managers can define the call flows to handle calls for optimal results and apply or change routing rules to manage traffic. The dashboard gives managers the ability to monitor calls in real-time and to define rules to record calls to be analyzed later. This level of visibility gives managers the tools they need to fine tune their operations to increase customer satisfaction and boost retention rates. 5

7 Voice, , and chat interactions are centrally managed and controlled in Transera, allowing managers to route interactions to proficient agents that meet customer s needs. With Transera, voice calls trigger a screen pop for the agent that provides caller information varying from demographics, intent, and history, allowing the agent to gain context into the caller to best understand how to meet their needs. interactions use keywords to identify customer s needs, while sending an automatic response as an acknowledgement, and routing the customers to the best agent. Customers using web chat have their needs assessed and are matched with the best available agent. Customers on the website or those in queue are able to use web callback to request a call when an agent is available, thereby eliminating the infuriating hold times common to many contact centers. There are a number of routing options available, each with its own intrinsic benefit to the contact center. Transera allows managers to define routing rules based on longest available agent, round robin or skill based routing. Additionally, interactions can also be routed using predictive analytics which uses the insights gained from historical data to make routing decisions for future interactions. Analytics driven routing matches customers with the best agent available. This is determined based on past performance. Skillbased routing uses customer data to match the customer to the agent most qualified to handle the customer s issues. Transera provides a simple, easy to use, yet powerful dashboard that management can use to measure, track and improve their contact center performance. By leveraging the power of analytics, Transera provides insights on the underlying customer data to define routing strategies that maximize the efficiency of the call center. 6

8 About Us Transera improves the performance of consumer-facing contact centers, turning them into strategic corporate assets. With its suite of cloudbased software applications, Transera helps contact centers optimize operational efficiency, financial performance and the business outcomes of customer interactions to improve agent productivity and performance, sales, customer retention, and the overall customer experience. To get started managing your call center using the Transera, visit or call

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Engagements The Key to Understanding the Customer Journey: What to Measure and Why

Engagements The Key to Understanding the Customer Journey: What to Measure and Why The Key to Understanding the Customer Journey: What to Measure and Why Prem Uppaluru, President & Chief Executive Officer To date, contact-center technology has mainly focused on cost and operational efficiency:

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Customer Service First. Delivering a Consistently, Improved Service

Customer Service First. Delivering a Consistently, Improved Service Customer Service First Delivering a Consistently, Improved Service Amazing service means every interaction matters 67% of consumers use web self service to find answers to their questions Happier agents

More information

The Insurance Contact Center Transformation: The Business Value for Improved Customer Service

The Insurance Contact Center Transformation: The Business Value for Improved Customer Service The Insurance Contact Center Transformation: The Business Value for Improved Customer Service Table of Contents Overview... 3 Key Business Drivers... 3 What are the resulting industry trends based upon

More information

Unified Contact Center

Unified Contact Center Unified Contact Center for Microsoft Lync Server 2010 & 2013 Qualified Contact Center Solution MaxACD Unified Contact Center for Microsoft Lync Server 2010 and 2013 With Microsoft Lync now being deployed

More information

Understanding Contact Centers. Contact Center Architecture

Understanding Contact Centers. Contact Center Architecture C1. Industry Knowledge 18 % Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges Q2. Explain common call deflection techniques Q3. Identify challenges and considerations

More information

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Key Benefits Improve customer service and experience Measure and improve NPS Measure

More information

Contact Center Discovery Exercise

Contact Center Discovery Exercise Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven

More information

Solutions for higher performance! Contact Center Turnaround Time and Quality

Solutions for higher performance! Contact Center Turnaround Time and Quality Solutions for higher performance! Contact Center Turnaround Time and Quality Contents EXECUTIVE OVERVIEW...01 INTRODUCTION: NEED FOR CONTACT CENTERS...02 CHALLENGES FOR CONTACT CENTERS...04 QUALITY THAT

More information

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Marketing Orchestration. Better Metrics, Happier Customers. 72% Impression Lift 107% CTR Improvement

Marketing Orchestration. Better Metrics, Happier Customers. 72% Impression Lift 107% CTR Improvement Marketing Orchestration Better Metrics, Happier Customers. If your customers are happy, your metrics will show it. Higher ROI, higher click-through rates, more impressions, more sales. Leverage your 1

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

Specialty Answering Service. All rights reserved.

Specialty Answering Service. All rights reserved. 0 Contents 1 Introduction... 2 2 History... 3 2.1 Disadvantages of a Traditional Queuing System... 3 3 Types of Virtual Queues... 5 3.1 FIFO Model... 5 3.2 Scheduled Systems... 5 3.2.1 Datebook Type Scheduling...

More information

A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com

A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS DOES YOUR PHONE SYSTEM INTEGRATE WITH YOUR BUSINESS? The business of today needs to solve numerous problems to achieve success. Fortunately, when

More information

The Evolved Call Center

The Evolved Call Center The Evolved Call Center The Evolved Call Center is designed to provide contact centers of all sizes with access to a broad range of features, with increased scalability and flexibility delivered in an

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Between March and July of 2012, Aberdeen surveyed 478 customer care executives regarding their contact center activities. Findings from

More information

Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics

Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics tech line / apr 2012 Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics Glean the most value from your data with an analytical approach to contact center reporting. By Lori

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

The reality of real time

The reality of real time The reality of real time Four important areas where real-time analytics can provide real value BY LARRY SKOWRONEK O ne of the most interesting trends in the analytics space today involves real-time analytics,

More information

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

GenOmega Achieving the Genesis and Omega

GenOmega Achieving the Genesis and Omega GenOmega Achieving the Genesis and Omega Collaborative s GenOmega Digital White Paper Prepared by Dave Guertin GenOmega Partners Date 30 March 2001 Table of Contents Executive Summary...3 What are Collaborative

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

More information

New Release - Summer 2014. 360-Degree Call Analytics for Smarter Marketing. New Features Before, During, and After Every Phone Lead

New Release - Summer 2014. 360-Degree Call Analytics for Smarter Marketing. New Features Before, During, and After Every Phone Lead 360-Degree Call Analytics for Smarter Marketing New Features Before, During, and After Every Phone Lead Table of Contents Release Overview... 3 About the Release Notes... 3 Feature Summary by Product...

More information

Managing Risks in an Increasingly Automated Customer Contact Center

Managing Risks in an Increasingly Automated Customer Contact Center Managing Risks in an Increasingly Automated Customer Contact Center By Thomas Phelps IV, Michael Thomas and Leonard Kiing Managing Risks in an Increasingly Automated Customer Contact Center EXECUTIVE

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

THROUGH BIG DATA A PRACTICAL APPROACH TO DELIVER A MORE

THROUGH BIG DATA A PRACTICAL APPROACH TO DELIVER A MORE UNLOCK CUSTOMER INTIMACY THROUGH BIG DATA A PRACTICAL APPROACH TO DELIVER A MORE PERSONALIZED CUSTOMER EXPERIENCE CHALLENGE APPROACH In today s digital world, there is no lack of available customer data,

More information

Customer Service with Microsoft Dynamics CRM

Customer Service with Microsoft Dynamics CRM Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service

More information

Maintaining a Competitive Edge with Interaction Analysis

Maintaining a Competitive Edge with Interaction Analysis Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction

More information

Customer Care & Intelligence

Customer Care & Intelligence Business Process Outsourcing the way we see it Customer Care & Intelligence Virtual Centralization of Customer Care Centers Taking the fast track to visibility, consistency, and control While the scenario

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Ensighten Activate USE CASES. Ensighten Pulse. Ensighten One

Ensighten Activate USE CASES. Ensighten Pulse. Ensighten One USE CASES Ensighten Activate Ensighten One Ensighten Pulse Use Case: On-Site Targeting based on Off-Site Display Ad Deliver relevant content to customers after they viewed or clicked through an Off-Site

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Analytics-driven Workforce Optimization

Analytics-driven Workforce Optimization Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

8x8 Complete Contact Center

8x8 Complete Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

Contents. Specialty Answering Service. All rights reserved.

Contents. Specialty Answering Service. All rights reserved. [Type text] Contents 1 Introduction... 3 2 Background and History... 4 2.1 The Concept of Universal Agents... 4 3 Technology... 6 3.1 Agent Assisted Voice Systems... 6 3.1.1 Configuring an Agent Assisted

More information

Contact Center Applications Market in India CY 2014

Contact Center Applications Market in India CY 2014 Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

customer care solutions

customer care solutions Your BANK Account balance: $2,345 Next payment due: 1/30/09 customer care solutions from Nuance Is it Time to Transform Your Contact Center? Migrate your Legacy IVR to Drive Your Bottom Line executive

More information

Upstream Works Overview

Upstream Works Overview Upstream Works Software June 2009 Introduction Upstream Works solutions connect customer experience to every aspect of your contact center performance. We provide a complete suite of agent and management

More information

Exceptional Customer Service

Exceptional Customer Service Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources

Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources Jay Zuckert Principal Product Manager The following is intended to outline our general product direction.

More information

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Unify the Service Desktop Before Implementing a Universal Agent Program If your company

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

MiCloud Contact Center

MiCloud Contact Center MiCloud Contact Center Integrated Tools for Managing and Reporting Contact Center Performance MiCloud Contact Center provides companies the sophisticated yet easy-to-use tools they need to manage, measure

More information

Contact Center Performance Management Software

Contact Center Performance Management Software Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

Service Management in Microsoft Dynamics CRM 2011

Service Management in Microsoft Dynamics CRM 2011 Course 80292A: Service Management in Microsoft Dynamics CRM 2011 About this Course This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations

More information

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence Solution Overview > Optimizing Customer Care Processes Using Operational Intelligence 1 Table of Contents 1 Executive Overview 2 Establishing Visibility Into Customer Care Processes 3 Insightful Analysis

More information

MULTI-SOURCE RECORDING, PERFORMANCE EVALUATION, AND ANALYTICS FOR THE CONTACT CENTER

MULTI-SOURCE RECORDING, PERFORMANCE EVALUATION, AND ANALYTICS FOR THE CONTACT CENTER MULTI-SOURCE RECORDING, PERFORMANCE EVALUATION, AND ANALYTICS FOR THE CONTACT CENTER S T R A T E G I C P A R T N E R S www.higherground.com HigherGround, Inc. is a developer of recording, data integration

More information

The Cross-Media Contact Center

The Cross-Media Contact Center Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015 Torquex Customer Engagement Analytics Torquex Customer Engagement

More information

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud How Salesforce Delivers Exceptional Service Using Service Cloud service cloud Contents Introduction The Challenges of Growth A World-Class Service Solution Innovation in Support Conclusion 3 6 8 14 17

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Solution White Paper CRM Connectors

Solution White Paper CRM Connectors Solution White Paper CRM Connectors March, 2016 Todd Samalin, Sales Engineer Index Introduction... 3 Why integrate?... 3 Unified multichannel contact center... 4 Screen pops... 5 Advanced CRM Functionality...

More information

Cloud Contact Center Services Profile: LiveOps

Cloud Contact Center Services Profile: LiveOps VENDOR PROFILE Cloud Contact Center Services Profile: LiveOps Melissa O'Brien IDC OPINION LiveOps, a cloud contact center services provider, has crafted its offerings and messaging around some of the most

More information

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer Solution White Paper CRM Connectors April, 2015 Todd Samalin Sales Engineer Index Introduction... 3 Why integrate?... 5 Unified multichannel contact center... 6 Screen pops... 7 Advanced CRM Functionality...

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Exceptional customer service

Exceptional customer service Sage CRM Exceptional customer service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy

More information

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market

More information

IBM Tivoli Netcool network management solutions for enterprise

IBM Tivoli Netcool network management solutions for enterprise IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals

More information

PeopleSoft HelpDesk. Maximized Operational Efficiency. Usability and Role-Based Access

PeopleSoft HelpDesk. Maximized Operational Efficiency. Usability and Role-Based Access PeopleSoft HelpDesk An organization s corporate help desk is the lifeline of the company, ensuring the systems and facilities that employees need to do their jobs are running smoothly at all times. The

More information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE PAPER. The Five Fundamentals of a Successful FCR Program The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.

More information

The Evolved Call Center

The Evolved Call Center The Evolved Call Center The Evolved Call Center is designed to provide contact centers of any size with access to a broad range of features, increased scalability and fleibility, and deep insight into

More information

IP-COM Automatic Call Distributor (ACD)

IP-COM Automatic Call Distributor (ACD) IP-COM Automatic Call Distributor (ACD) The ACD (Automatic Call Distributor) provides the queuing and routing mechanism, receiving and processing requests from incoming calls. Calls are routed to agents

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Enhance Your Customer Experience. NuVoxx Cloud Contact Centre PAGE

Enhance Your Customer Experience. NuVoxx Cloud Contact Centre PAGE Enhance Your Customer Experience NuVoxx Cloud Contact Centre 1 NC3 SERVICES OVERVIEW NuVoxx Cloud Contact Centre (NC3) is a cloud-based inbound and outbound contact centre solution for organizations looking

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

CRM Assessment. GoldMine Solutions CRM Assessment

CRM Assessment. GoldMine Solutions CRM Assessment CRM Assessment GoldMine Solutions CRM Assessment CRM Assessment Overview This Customer Relationship Management (CRM) Assessment was created to help companies understand how well they performing with customer

More information

Specialty Answering Service. All rights reserved.

Specialty Answering Service. All rights reserved. 0 Contents 1 Abstract... 2 2 About ACD & Its Relationship with Call Centers... 3 2.1 How ACD Software Routes Calls Based on Topic... 3 2.2 How ACD Reduces Operator Talk Time... 3 3 ACD and Call Reporting...

More information

Your business partner for. Marketing & Sales solutions.

Your business partner for. Marketing & Sales solutions. Your business partner for Marketing & Sales solutions. Agenda 1. Company Profile Reitek About us, positioning, Customers. 2. Marketing and Sales solutions Multichannel Contact Center and Online Engagement

More information

Exceptional Customer Service

Exceptional Customer Service Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means

More information

Table of Contents. Executive Summary... 3 The Power of Information... 3. How Contact Analytics Works... 4

Table of Contents. Executive Summary... 3 The Power of Information... 3. How Contact Analytics Works... 4 Table of Contents Executive Summary... 3 The Power of Information... 3 How Contact Analytics Works... 4 Case Study Using Speech Analytics to Predict Churn... 6 Improving Customer Satisfaction... 10 Optimizing

More information

Unified Customer Experience Management

Unified Customer Experience Management Unified Customer Experience Management Unified Customer Experience Analytics Operational Excellence Customer Satisfaction & Loyalty Competitive Advantage Today s Customer Touchpoints Self-service (IVR

More information

Intelligence in Action: Business Benefits of a Smart Agent Desktop

Intelligence in Action: Business Benefits of a Smart Agent Desktop Intelligence in Action: Business Benefits of a Smart Agent Desktop Reducing agent effort and improving productivity An Ovum White Paper sponsored by INTRODUCTION Customers are rapidly adopting SMS, email

More information

Ultracomms Cloud Solutions

Ultracomms Cloud Solutions Ultracomms Cloud Solutions Ultracomms Ethos As the first cloud contact centre service provider in Europe, and a supplier of Enterprise PCI DSS solutions, Ultracomms has been providing outbound, inbound

More information

Specialty Answering Service. All rights reserved.

Specialty Answering Service. All rights reserved. 0 Contents 1 Introduction... 3 2 History and Evolution... 4 2.1 What Is Skills Based Routing?... 4 2.2 Applications of Today's Skills Based Routing... 6 2.2.1 Overflow Routing... 6 2.2.2 Highly Targeted

More information

How Omnichannel is Delivering on the Promise of Multichannel

How Omnichannel is Delivering on the Promise of Multichannel How Omnichannel is Delivering on the Promise of Multichannel Sheila McGee-Smith Principal Analyst McGee-Smith Analytics Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc. Contents

More information

Consumer Goods. itouch Vision s CRM for

Consumer Goods. itouch Vision s CRM for itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about

More information