Salmat Customer Engagement Solutions
|
|
- Hillary Simmons
- 8 years ago
- Views:
Transcription
1 Salmat Customer Engagement Solutions
2 The leader in multi-channel communication solutions 5.2 billion direct mail million Lasoo visits 1 billion million voice & automated interactions 168 million SMS 6.6 billion multichannel interactions a year
3 Customer experience the changing world
4 Multi-Channel Customer Interactions On Line Speech Mobile Social Chat Phone Customer Insight Responsive Channels Multi-Channel Customer Interactions Customer Proactive Channels Interaction Analytics Text Speech Social Phone
5 Everyday, Salmat helps organisations REDUCE COST OPTIMISE EFFICIENCY DELIVER PERFORMANCE ACCESS RESOURCES HARNESS INNOVATION 5
6 Work smarter, not harder MULTI-FACETED EXPERTISE ACCESS RESOURCES FOCUS ON WHAT YOU DO BEST LEVERAGE BEST IN CLASS TECHNOLOGY Smart consultants reveal insights into best practise, backed up by a professional services team to make it happen Skilled agents, workforce management specialists and outbound campaign managers optimise your operation Leverage our skills, economies of scale for exceptional customer experience and efficiency Unified multi-channel communication applications in the cloud featuring leading voice biometrics and automation solutions
7 How Do I? MEET CUSTOMER EXPECTATIONS WITHOUT COSTING THE EARTH? GET INSIGHTS INTO FUTURE DIRECTION? OPTIMISE MY IN HOUSE CONTACT CENTRES? ENCOURAGE CUSTOMER LOYALTY? RAPIDLY INCREASE MY CUSTOMER BASE? Reduce customer effort Eliminate recurrence of issues Single view of customer interactions Dynamic knowledge management Tap into our consultants expertise Our clients demand the best so we focus on continual improvement Salmat consultants reveal genuine opportunities for improvement Our professional services team can manage your day to day operational needs Valuable conversations at the right time, in the right place, driving customer loyalty and increased lifetime value The right people The right incentives The right sales culture The right tools Equals a great sales pedigree 7
8 Salmat Consulting Assisting clients build sustainable advantage through the creation of deeper customer relationships CUSTOMER EXPERIENCE FOCUS AREAS CONTACT CENTRE OPTIMISATION & TRANSFORMATION FUTURE INSIGHTS Customer Effort Failure Demand Access Strategy People Process Technology Trends Best Practise Technology Enablers 8
9 Contact Centre Solutions Helping organisations effectively engage with their customers, whilst reducing cost OUTSOURCED CONTACT CENTRE SOLUTIONS CONTACT CENTRE TECHNOLOGY SOLUTIONS Right Shore Options Australia New Zealand Philippines Customer Acquisition Customer Engagement & Lifecycle Collections, Back Office Help Desk Salmat Active Rapid ramp up Ideal to cover unexpected traffic peaks Avoids traditional barriers to entry Salmat Reach Unified multi-channel communication applications in the cloud Class leading technology Pay-as-you-go model 360 degree multi-channel customer view 9
10 Your place or ours? Workforce Management Optimisation Data Management Help Desk Salmat Active Customer Engagement OPTIMISE YOUR OPERATIONS OUTSOURCE TO SALMAT Digital Delivery Scalable Overflow Services Dialler Operation Customer Lifecycle Management Quality Assurance Customer Acquisition 10
11 Salmat Reach Virtual Contact Centre
12 Salmat Customer Engagement Solutions 5,000 EMPLOYEES in 3 countries 10 OPERATION SITES in Australia, New Zealand and the Philippines 20 YEARS EXPERIENCE delivering customer contact solutions 175+ CLIENTS across US & Asia Pacific region BEST OF BREED TECHNOLOGY Salmat Reach powered by Avaya, KANA & featuring Salmat Virtual Agent
13 Best Shore Strategic Sourcing Locations
14 Salmat Active RAPID RAMP UP SUITABLE FOR SHORT TERM CAMPAIGNS BLENDED OPTIONS IDEAL FOR UNEXPECTED EVENTS Short term planned campaigns or burst capacity Receptionist style services Product recalls, media response, unexpected events 14
15 Salmat Virtual Agent Your hardest working agent will optimise the caller experience whilst simultaneously reducing cost ROUTING IDENTIFICATION AUTOMATION Avoids misdirects to save agent handling time Promotes a positive start to a conversation by giving agents the heads up Enables intelligent call routing to reduce training time Enables callers to establish their identity quickly and effectively Uses the distinctive sounds and physical characteristics of their voice Improved customer experience, at a reduced cost Promotes self service Payments, surveys, store location available all hours Able to flex to handle peaks in traffic Removes repetitive tasks from live agents to improve engagement 15
16 Learning and Development People reaching their full potential through learning and capability programs elearning Technology-based learning systems to deliver educational, engaging and effective solutions PEOPLE CAPABILITY SERVICES Registered Training Organisation Learning & Development Organisational Development Human Resources Expertise LEARNING MANAGEMENT SYSTEMS Skills Optimiser Host online courses Keep track of your people s capabilities Mobile Learning Desktop Learning Community of Practice 16
17 Direct Sales Solutions High performance faceto-face acquisition solutions LEAD DETECTOR DOOR TO DOOR, RETAIL & EVENTS Revolutionary door-to-door non intrusive approach Deep customer insights Low cost lead generation Survey-based campaigns High performance Compliant, quality sales outcomes Superior ethical standards Longest reach of any national direct sales organisation Industry experts at converting cold prospects into customers At shopping centres, airports and public events, specialists in high traffic engagement and sales 17
18 Salmat is a leader in the provision of integrated multi-channel customer engagement solutions for Australia and New Zealand s most trusted brands. Salmat helps organisations generate revenue, decrease cost and improve the customer experience to ensure growth and competitive sustainability. > Contact Centre Solutions > Business Process Outsourcing > Cloud Contact Centre Technology > Speech Recognition and Voice Biometrics > Consulting and Professional Services > Direct Sales Solutions > Learning and Development Solutions 18
19 Questions? 19
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 informationIntelligent 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 informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationContact 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 informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationContact 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 informationImproving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
More informationContact 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 informationBT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow
BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationKEY BENEFITS OF CONTACT CENTER AUTOMATION
VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated
More informationPROPOSITION. Store Call Management: Driving enhanced multi-channel service. Proven expertise, tailored solutions
PROPOSITION : Driving enhanced multi-channel service Proven expertise, tailored solutions 2 Proposition : Driving enhanced multi-channel service Managing the omni-channel challenge As customer expectations
More informationRETAIL COMMUNICATIONS
RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?
More informationOVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL
OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS
More information- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy
Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face
More informationCross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.
Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationContact 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 informationCONTACT 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 informationTransform Customer Experience through Contact Center Modernization
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
More informationCelebrus for Telecommunications: Deepening customer intelligence with individual-level digital data
SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very
More informationHow Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys
How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000
More informationVodafone Hosted Contact Centre services deployed for Auckland Council
Vodafone Hosted Contact Centre services deployed for Auckland Council Philip Jones Manager Contact Centres Auckland Council Gabrielle Still Lead Application Consultant - Vodafone Auckland Council Business
More informationA Division of Safehaven Liability Solutions, Inc. A Philippine Corporation
A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation Business Profile Sept 2010 V2.00 1 P age Business Profile GlobalServicesBPO (GSBPO), a division of Safehaven Liability Solutions,
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationMultichannel Customer Care
Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social
More informationCall 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 informationLuis Melo Head of CRM/CX. Capventis. Policy Automation. Knowledge Management. Field Service Management. Web Customer Service
Luis Melo Head of CRM/CX MARKETING CLOUD Capventis COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform MARKETING CLOUD COMMERCE CLOUD
More informationWebsalad Connect. A fresh approach to digital marketing... PAGE 1
Websalad Connect A fresh approach to digital marketing... PAGE 1 2014 We connect B2B digitally across Asia Pacific Does your organisation require greater understanding and accountability from its digital
More informationMoving to the Cloud Eric Tamblyn, VP Global Product Innovations
Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationWHITE PAPER. Bring back the Officer of First Impressions!
AUSTRALIAN CALLER INDEX tm Bring back the Officer of First Impressions! The Australian Caller Index 2014 reveals that First impressions count when customers are calling. Ineffective call handling will
More informationImproving Inside Sales Production with Automation
Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationUsing Analytics to Improve Your Interactions with Customers
Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across
More informationWHEN THE CUSTOMER CALLS...
OVERVIEW OPTUS INBOUND VOICE SOLUTIONS WHEN THE CUSTOMER CALLS... CONTENTS FIRST IMPRESSIONS COUNT 01 ADAPTABLE, FLEXIBLE, DYNAMIC 02 A QUICK SUMMARY OF INBOUND SOLUTIONS 04 MORE SERVICES TO CONSIDER 05
More informationRecruitment Process Outsourcing Methodology Statement
Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About
More informationTitle. The Customer Experience Imperative
Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your
More informationThe CorvisaOne Contact Center Suite - A Fresh Approach to Customer Service
CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices
More informationThe Insurance Customer Experience
The Insurance Customer Experience The Vital Role of Customer Communications and Document Management Author: Mark Breading, Partner Published Date: March, 2014 This perspective is based on SMA s ongoing
More informationCorvisaOne Contact Center Suite
CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices
More informationFive key trends are reshaping customer- experience management:
Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption
More informationCustomer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys
Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities
More informationCloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing
More informationOptimize. Respond to customers faster and easier, no matter how they contact you. Multimedia Contact Center. bring customers closer
Optimize Multimedia Contact Center Respond to customers faster and easier, no matter how they contact you Quick facts 1. 2. 3. 4. 5. We re contact center experts Zeacom has 20 years of experience and 200
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
More informationAdvanced 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 information2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance
2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance A global overview of how contact centers around the world optimize efficiency, revenue and customer satisfaction Introduction
More informationConference Registration Conference Registration. Conference Registration. Breakfast/ Regional Roundtables
Agenda at a Glance Monday, June 8 8:00 a.m. 7:00 p.m 11:00 a.m. 1:30 p.m. 6:00 p.m. 7:30 p.m. Opening Session Conference Center Entrance Bally s Skyview Rooms Rivoli A / B 7:30 p.m. 9:00 p.m. Opening Reception
More information[ know me ] A Strategic Approach to Customer Engagement Optimisation
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationsyntec.co.uk Cloud services for efficiency & customer service
Cloud services for efficiency & customer service Syntec offers a comprehensive suite of services which enable you to manage all aspects of your contact centre efficiently and cost effectively. The reliable,
More informationUsing a Multichannel Strategy to Deliver an Exceptional Customer Experience
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationCincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM
Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,
More informationMitel 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 informationHow To Create A Customer Experience For Retail
Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your
More informationDecisioning for Telecom Customer Intimacy. Experian Telecom Analytics
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened
More informationUltracomms 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 informationSolution Overview Channel Management in Utilities
Utilities Sector Solution Overview Channel Management in Utilities Better Results Market Influences and Challenges The utilties industry has faced dramatic change and numerous challenges in recent years
More informationIP Office: Simple, Powerful Communications for Small Business
avaya.com IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive
More informationEMAIL MEDIA SOLUTIONS FOR THE HOSPITALITY INDUSTRY
EMAIL MEDIA SOLUTIONS FOR THE HOSPITALITY INDUSTRY Email Media Solutions for the Hospitality Industry Our Email Media Offering allows you to add targeted, centrally-controlled signatures and marketing
More informationDeveloping A True Multi-Channel Contact Center
Developing A True Multi-Channel Contact Center Case Study Based Evidence Report Sponsored by: GoToAssist Report Prepared by: callcentres.net Pty Ltd (part of ACA Research Group) Published: November 2010
More informationUBS Financial Services Conference 2013
UBS Financial Services Conference 2013 Philip Chronican Chief Executive Officer, Australia AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED June 2013 Banking on Australia - transforming the business, positioning
More informationBusiness Cloud Services Contact Center
Business Cloud Services Contact Center Contact Center in the Cloud Customer Engagement Starts in the Cloud UNIVERGE BLUE Contact Center enables you to efficiently handle all customer communication channels
More informationBuilding a Multi-Channel Contact Center
WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on
More informationService Strategy Maturity: A Model for Business Performance
Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.
More informationCustomer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high
More informationHow-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 informationLead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision
Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard
More informationSeven ways to boost customer loyalty and profitability through an empowered contact center
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as
More informationLITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION
LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer
More informationcustomer 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 informationTarget and Acquire the Multichannel Insurance Consumer
Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?
More informationCustomer Interaction Solutions
Customer Interaction Solutions Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your
More informationModern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More informationUse Your Contact Center to Build a Better Customer Experience
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
More informationBest practice customer acquisition strategies
Best practice customer acquisition strategies www.decisioningvision.com Introduction The acquisition of customers is vital in order for organisations to grow their business, but organisations must ensure
More informationIP Office: Simple, Powerful Communications for Small Business
IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without
More informationBringing Smiles THE CHALLENGE
CASE STUDY Bringing Smiles With the number of customers rapidly increasing, the service capability of the existing infrastructure at this Call Center was not efficient and needed upgrade. Customers were
More informationAvaya Aura Contact Center 6.4
Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types
More informationLeapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
More informationConsumer 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 informationMy Experience. Serve Users in a Way that Serves the Business.
Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate
More informationHosted Contact Centre. Driving a more flexible customer service experience. Making technology easy and enjoyable
Hosted Contact Centre Driving a more flexible customer service experience Making technology easy and enjoyable Page 2 Making technology easy and enjoyable Your contact centre is critical to the success
More informationHow To Manage An Ip Telephony Service For A Business
Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,
More informationCRM as a Service. For Customers in the Cloud
CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with
More informationDELIVERING COMPETITIVE ADVANTAGE
DELIVERING COMPETITIVE ADVANTAGE Talent and the Networked Economy This booklet outlines ManpowerGroup s #RelationshipsMatter programme. Collaboratively delivered through social, mobile and digital, #RelationshipsMatter
More informationSolutions Overview. Relevant Messages. Platform The industry s most scalable, reliable and secure platform
Company Overview Experian CheetahMail is the trusted service provider of email marketing and customer intelligence technologies for top enterprises worldwide. With the industry's largest client services
More informationThe most comprehensive Underwriting Process Management Solution for Insurance Agencies
Grow your business Your way The most comprehensive Underwriting Process Management Solution for Insurance Agencies Improve operational efficiency Accelerate revenue growth Automate your operations Build
More informationCustomer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line
Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Customer Care Service Modalities: Focusing
More informationhybris Solution Brief HYBRIS MARKETING Market to an Audience of One
hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person
More informationBuilding Your CRM Short List: What You Need to Know Before You Buy
Building Your CRM Short List: What You Need to Know Before You Buy Nov. 28, 2007 Moderator: Matt Villano, senior contributing editor, Campus Technology Introduction Agenda Building your CRM shortlist:
More informationPRESS KIT CONTACT CENTRE SOFTWARE PUBLISHER COMPETITIVE PRICES EASY TO USE 20% HIGHER PROFITABILITY THAN ANY COMPETING PRODUCT
PRESS KIT CONTACT CENTRE SOFTWARE PUBLISHER COMPETITIVE PRICES EASY TO USE 20% HIGHER PROFITABILITY THAN ANY COMPETING PRODUCT NIXXIS CONSTITUTION DATE APRIL 24 TH, 2006 LEGAL FROM LIMITED COMPANY HEADQUARTERS
More informationDelivering Transformation. Together. The challenges of the new customer experience. Delivering Transformation. Together.
Delivering Transformation. Together. The challenges of the new customer experience Delivering Transformation. Together. Sopra Steria Consulting is the Consultancy activity of Sopra Steria Group. With 37,000
More informationContact Center TotalCare Enhanced Services
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
More information5 tips to engage your customers with event-based marketing
IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior
More information