Davinci Virtual Office Solutions

Size: px
Start display at page:

Download "Davinci Virtual Office Solutions"

Transcription

1 CUSTOMER SUCCESS Davinci Virtual Office Solutions Digital Engagement Forms the Foundation of a Virtual Business 2014

2 Davinci Virtual Office Solutions was an early adopter of several marketing technologies, including live chat from LivePerson. Over time, the company expanded its internal use of live chat, developed a retail live chat product powered by LivePerson, and upgraded to the LiveEngage platform. Impressive results include a 26 percent conversion rate for the live chat channel, with 15 percent of all transactions occurring solely through live chat. Digital engagement through LivePerson is also a key factor in steady increases in the company s overall conversion rate, and increases in average order values of 25 percent for virtual office solutions and almost 40 percent for meeting room rentals. In 2005, two business partners came together to address an emerging trend: the need for a global platform for small businesses to work virtually. Bill Grodnik had a wealth of experience in commercial real estate, and Martin Senn had long been involved in call center operations and telecom services, so their skills were a perfect fit to launch such a business. But the concept was untested. This was a true startup, recalls Grodnik, president and CEO of Davinci Virtual Office Solutions. It was bootstrapped. We built it from the ground up and it took a couple years of market education to get our products out there. The company grew quickly after that slow start, and now serves more than 15,000 small businesses with a variety of services. Our telephony service allows businesses to have local phone numbers in major cities around the world, as well as toll-free numbers, explains Senn, Davinci s chief operations officer. We also provide a unified messaging solution along with concierge-level live receptionist services. And we have created an online reservation platform through which our customers can reserve any of 3,000 meeting and work spaces around the world by the hour, half day, or full day. An important decision that Grodnik and Senn made when they launched the company was for all business with the company whether marketing or transactional to happen online. That obviously requires a website and aggressive online marketing, Grodnik observes. As an example, we were one of the very first adopters of Google search engine marketing. Pioneering Digital Engagement Davinci was also an early mover to embrace digital engagement technology from LivePerson. Senn s team deployed a live chat solution for the inside sales team when the company s first website was launched in We were convinced that we needed to deploy every method possible to interact with the customer, Senn relates. One of the key features that Live Person offered us was the ability to monitor traffic in real time and proactively approach the customer with an offer at the right time. We look back and feel that it s one of the key tools that helped us to grow. 1

3 The LivePerson Customer Success manager assigned to the Davinci account worked closely with Senn and his team from the beginning, sharing best practices gleaned from users around the world. Our Customer Success manager has been stellar, Senn says enthusiastically. He helped Davinci set up rules-based targeting to select high-value customers for both well-timed marketing offers and specialized assistance through proactive live chat, and a library of canned answers to speed the time to resolution. Over the years, he has helped DaVinci tweak its targeting rules for an optimal customer experience. I am always amazed at the analytics that he can generate for us, Senn adds. Offering Live Chat as a Service Live chat was so successful for inside sales that the channel was added for the customer care team in Shortly thereafter, our customers started to ask if we could provide a service like this on their behalf, Senn recalls. Initially, we were tentative about developing such a product, but my call center background convinced me that we should move forward. In March of 2010, live chat powered by LivePerson was added to the menu of the company s live receptionist services, enabling Davinci receptionists to communicate with visitors to their customers websites via this new channel. It s a product that is cobranded as Davinci and LivePerson, Senn notes. Our Customer Success manager was intimately involved in getting it set up, and because of his support, there was no question for Davinci as to what product to choose for the retail offering. Live chat fits perfectly into the business model of Davinci s live receptionist services. We call it the anti-call center model, as every customer is assigned to a team of four individual receptionists, Grodnik explains. They are thoroughly trained on the customer s business and can answer almost any question that someone might have. So it s natural that they could staff live chat lines for the customer as well. Moving to the Next Level About a year ago, Senn began to look seriously at upgrading its entire LivePerson environment for sales, customer care, and the retail live chat product to the LiveEngage platform. We were stretching the capabilities of the old product and wanted to see what the LiveEngage platform could offer us, Senn remembers. After speaking with our Customer Success manager, we decided to evaluate the product. Senn and his team liked what they saw in the testing. It enabled us to be more specific about the invitation rules and scenarios, and we felt that we would get a much better reporting and intelligence set, he says. We realized that we could optimize our marketing and engagement strategy to give us the highest return on our traffic. Davinci deployed the LiveEngage platform for inside sales and customer service in June 2013, and extended the deployment to the retail live chat product in September. Continual Innovation Since deploying the LiveEngage platform, Davinci has seen chat conversations increase by almost 10 percent, and its count of concurrent agent licenses grow from 25 to 30. We re investing a lot of time and resources right now to develop innovative ways to present our live chat product at the right time, in the right fashion, with the right offer, Grodnik explains. Company Profile Founded in 2006, Davinci Virtual Office Solutions provides global business addresses, live receptionist services, and office and meeting space rentals for small and midsize businesses. The company serves more than 15,000 small business customers from its headquarters in Salt Lake City, Utah, and at more than 900 partner locations in nearly 30 countries. The Solution Challenges Launch a company that conducts all marketing and transactions online, while maintaining a human touch Grow conversion rates and average order values through digital engagement Develop a retail live chat product in response to requests from customers LiveEngage Solution Engagement Model: Sales and services deployment of live chat; retail live chat solution for customers Under the Hood: LiveEngage platform with rules-based targeting, Click to Call for mobile users; future deployment of mobile live chat and predictive targeting LivePerson Customer Success: Ongoing deep involvement with deployment and optimization of live chat and Click-to-Call, and development of retail live chat product 2

4 We re investing a lot of time and resources right now to develop innovative ways to present our live chat product at the right time, in the right fashion, with the right offer. One recent innovation launched by Senn s team is skills-based routing. Through pre-chat surveys and rules-based targeting, we re delivering the right point of contact for the customer, based on what they re looking for, Senn explains. At the same time, we made small refinements to our canned responses to deliver more precise and targeted information to our customers. We also just deployed the enhanced screen overlays and the expanded marketing and promotional abilities of the LiveEngage platform on a couple of our sites, Senn adds. We have seen very good response so far, and it has been fun to put together the campaigns. Connecting with Mobile Users The Davinci team is also refining the digital engagement experience for visitors who access the company s web properties from mobile devices. About a year ago, Senn s team launched its first mobile-specific website, specifically configured for smartphones. Our mobile traffic has been growing by 20 or 30 percent annually in recent years, so this is a critical initiative, Senn relates. We now have three mobile sites, and all are equipped with Click to Call through the LiveEngage platform. And we re embedding mobile live chat from LivePerson in the next versions of the sites, to be launched in Martin Senn, Chief Operations Officer, Davinci Virtual Office Solutions Business Results Conversion Rates 26% conversion rate for live chat channel, up from 16% two years ago via better targeting and streamlined processes 30% overall conversion rate, up from 24% two years ago, partly due to digital engagement Average Order Values 25% increase in AOV for virtual office solutions, partly due to digital engagement 40% increase in AOV for Davinci Meeting Rooms, partly due to digital engagement Operational Efficiency 15% of transactions deflected to live chat 10% increase in live chat conversations after upgrading to LiveEngage platform Davinci has also released mobile apps for its communication and workspace reservation services, and an app for the company s live receptionist services is under development. We re working on integrating LivePerson digital engagement, including mobile live chat and Click to Call, into these apps in future releases, Senn reports. Our customers are mobile and are connecting with us through a variety of devices, and we need to serve them where they are. 30% annual increase in mobile users served via Click to Call and future deployment of mobile live chat Digital Engagement Drives Success Today, 15 percent of Davinci s transactions are conducted entirely via live chat, and the conversion rate for live chat is just over 26 percent. Live chat conversions were at 15 or 16 percent two years ago, so we have seen good improvement, Senn says. Some of the factors in this success include better customer targeting, skillsbased routing, refinements in canned responses, and a better overall use of live chat by our sales force. And when live chat is compared with other digital engagement channels, Senn reports that its conversion rates are higher than everything but direct contact by phone. However, Davinci s team does not look at it as a competition between channels. In our world, 90 percent of our traffic is being touched by either live chat or 3

5 Over the past two years, average order values have grown by about 25 percent on the virtual office solutions side, and almost 40 percent on the Davinci Meeting Rooms side. Live chat is a key factor in these results. Martin Senn, Chief Operations Officer, Davinci Virtual Office Solutions phone, and many customers engage us through both channels, Senn notes. This has helped our overall conversion rate to grow every single year, and it is now just under 30 percent. And that is lower than it would be otherwise because of the sluggish economy. Digital engagement has not only been a factor in a continual growth in conversion rates, but it has also helped Davinci to earn more revenue from those customers through cross-sell and upsell opportunities. Over the past two years, average order values have grown by about 25 percent on the virtual office solutions side, and almost 40 percent on the Davinci Meeting Rooms side, Senn reports. Live chat is a key factor in these results. Great Future Potential Senn has big plans for expanding Davinci s use of the LiveEngage platform over the next few years. We re currently testing Predictive Targeting as a better way of pushing out offers and proactive live chat invitations, Senn relates. We want our highest value potential customers to get the VIP treatment, and we want to cross-sell and upsell to them. His team also plans to expand its use of the advanced marketing campaigns that the LiveEngage platform can deliver. Although it is further in the future, the concept of video live chat is also intriguing to Senn. We use video extensively already for our interactive web properties, he explains. We have a fairly large presence on YouTube. So video live chat will be important in the future, especially as mobile devices get higher bandwidths. Whatever technologies might be in Davinci s future, the key to success in its business is a personal connection. I have to engage customers early, Senn emphasizes. I have a very short time to get them interested in continuing the online experience with us. Live chat from my perspective is the primary tool in my toolbox that enables me to do so. Without live chat from LivePerson, we would not be the company we are today. About LivePerson LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This intelligent engagement is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in Atlanta, San Francisco, Santa Monica, Amsterdam, London, Paris, Tel Aviv, Tokyo, and Melbourne. Contact LivePerson, Inc. T: Tenth Ave F: th Floor New York, NY

CUSTOMER SUCCESS. United Way of Greater Atlanta Connecting People in Need with Community Resources

CUSTOMER SUCCESS. United Way of Greater Atlanta Connecting People in Need with Community Resources CUSTOMER SUCCESS United Way of Greater Atlanta Connecting People in Need with Community Resources 2014 Company profile United Way of Greater Atlanta is one of the largest United Way agencies in the United

More information

CUSTOMER SUCCESS. Extra Space Storage. Creating a Personalized Engagement Experience for All Customers

CUSTOMER SUCCESS. Extra Space Storage. Creating a Personalized Engagement Experience for All Customers CUSTOMER SUCCESS Creating a Personalized Engagement Experience for All Customers 2014 153 % QUARTERLY INCREASE IN TOTAL SALES sought to deploy live chat for sales in a deliberate way, using extensive post-deployment

More information

SUCCESS STORY. Cvent Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience

SUCCESS STORY. Cvent Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience SUCCESS STORY Cvent Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience 2014 Company Profile Founded in 1999, Cvent is a leading cloudbased enterprise event management platform, with

More information

SUCCESS STORY. Traeger Pellet Grills, LLC Providing Connection and Community for Loyal Fans

SUCCESS STORY. Traeger Pellet Grills, LLC Providing Connection and Community for Loyal Fans SUCCESS STORY Traeger Pellet Grills, LLC Providing Connection and Community for Loyal Fans 2014 Organization Overview Founded in the early 1990s by the Traeger family, Traeger Pellet Grills, LLC markets

More information

CUSTOMER SUCCESS. UberGlobal Enhancing Support and Sales with Personalized Engagement

CUSTOMER SUCCESS. UberGlobal Enhancing Support and Sales with Personalized Engagement CUSTOMER SUCCESS UberGlobal Enhancing Support and Sales with Personalized Engagement 2014 Overview UberGlobal is Australia s third largest cloud services provider by market share. Founded in 2002 by 14

More information

PARTNER SUCCESS. Nine West Group Engaging with Customers as Brand Ambassadors

PARTNER SUCCESS. Nine West Group Engaging with Customers as Brand Ambassadors PARTNER SUCCESS Nine West Group Engaging with Customers as Brand Ambassadors 2014 Overview Nine West Group, a division of Nine West Holdings, Inc., is a global designer and marketer of branded footwear,

More information

CUSTOMER SUCCESS. PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need

CUSTOMER SUCCESS. PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need CUSTOMER SUCCESS PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need 2014 Company Profile PAC Web Hosting Ltd. is a leading provider of Web hosting and domain name

More information

Landings Credit Union

Landings Credit Union CUSTOMER SUCCESS Landings Credit Union A Human Connection Supports Customer Service and Membership Growth 2014 Company Profile With $135 million in assets, Landings Credit Union provides a wide range of

More information

SUCCESS STORY. Lifeline Australia Providing Help and Resources to People in Crisis

SUCCESS STORY. Lifeline Australia Providing Help and Resources to People in Crisis SUCCESS STORY Lifeline Australia Providing Help and Resources to People in Crisis 2014 Overview Founded in 1963 by Methodist minister Rev. Dr. Sir Alan Walker, Lifeline Australia provides crisis counseling

More information

LIVEPERSON SOLUTIONS BRIEF. Identify Your Highest Value Visitors for Real-Time Engagement and Increased Sales

LIVEPERSON SOLUTIONS BRIEF. Identify Your Highest Value Visitors for Real-Time Engagement and Increased Sales LIVEPERSON SOLUTIONS BRIEF Identify Your Highest Value Visitors for Real-Time Engagement and Increased Sales 2014 LIVEPERSON SOLUTIONS BRIEF Targeting Targeting technology in LivePerson s LiveEngage digital

More information

SUCCESS STORY. GenoLogics Closing Big Sales and Pleasing the CEO With a New Live Chat Channel

SUCCESS STORY. GenoLogics Closing Big Sales and Pleasing the CEO With a New Live Chat Channel SUCCESS STORY GenoLogics Closing Big Sales and Pleasing the CEO With a New Live Chat Channel 2014 Company Profile Founded in 2002, GenoLogics is a laboratory information management system (LIMS) provider

More information

CUSTOMER SUCCESS. Shortcuts Creating a Stylistic Digital Engagement Experience

CUSTOMER SUCCESS. Shortcuts Creating a Stylistic Digital Engagement Experience CUSTOMER SUCCESS Shortcuts Creating a Stylistic Digital Engagement Experience 2014 Overview Specialty software provider Shortcuts wanted a new channel to engage potential customers of its products for

More information

PARTNER SUCCESS. Telerx. Providing Omnichannel Solutions for the Engagement of Consumers and Patients

PARTNER SUCCESS. Telerx. Providing Omnichannel Solutions for the Engagement of Consumers and Patients PARTNER SUCCESS Telerx Providing Omnichannel Solutions for the Engagement of Consumers and Patients 2014 Overview Founded: 1980 Headquarters: Horsham, Pennsylvania Partner Type: Business Process Outsourcer

More information

LivePerson Customer Success Offering

LivePerson Customer Success Offering FUNDAMENTALS LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015 LivePerson s Customer Success program is well known for its outstanding

More information

LivePerson Solutions Brief. Pay-for-Performance Managed Services for Chat

LivePerson Solutions Brief. Pay-for-Performance Managed Services for Chat LivePerson Solutions Brief Pay-for-Performance Managed Services for Chat October 2013 hello Achieve the Results You Need Quickly With Industry-leading Chat Operations Experts LivePerson s Pay-for-Performance

More information

LivePerson Customer Success Offering

LivePerson Customer Success Offering STRATEGIC LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015 LivePerson s Customer Success program is well known for its outstanding work

More information

CUSTOMER SUCCESS. A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw

CUSTOMER SUCCESS. A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw CUSTOMER SUCCESS A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw 2014 Company Profile Headquartered in Madison Heights, Michigan and founded in 1992, Moosejaw is a brick-and-mortar and

More information

LiveEngage Mobile Click-to-Chat Solutions

LiveEngage Mobile Click-to-Chat Solutions LIVEPERSON SOLUTIONS BRIEF LiveEngage LiveEngage Mobile Click-to-Chat Solutions Give Your Growing Mobile Audience a Customized Digital Engagement Experience As mobile traffic increases around the globe,

More information

LivePerson Solution Brief. LivePerson Insights A Deep Understanding of Customer Needs to Improve Your Bottom Line

LivePerson Solution Brief. LivePerson Insights A Deep Understanding of Customer Needs to Improve Your Bottom Line LivePerson Solution Brief LivePerson Insights A Deep Understanding of Customer Needs to Improve Your Bottom Line 2014 Deploying Since it is a part of the cloud-based LiveEngage platform, organizations

More information

Top 12 Things To Look For in a Great Mobile Chat Solution

Top 12 Things To Look For in a Great Mobile Chat Solution Top 12 Things To Look For in a Great Mobile Chat Solution October 2012 Introduction Extending chat to mobile customers is one of the hottest topics in mobile engagement. With mobile devices playing an

More information

Criteria for a Third- Generation Chat Solution: Customer Service

Criteria for a Third- Generation Chat Solution: Customer Service Criteria for a Third- Generation Chat Solution: Customer Service A Delivery Model for Incremental Online Conversion August, 2010 www.sitel.com Table of Contents 1. Executive Summary 2. Focus on Incremental

More information

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created

More information

5 Tips for Productive Multi-Channel Customer Service

5 Tips for Productive Multi-Channel Customer Service 5 Tips for Productive Multi-Channel Customer Service This presentation is part of the CX Super Heroes Webinar Series Thank you for joining us. We will begin promptly at 1:00pm ET / 10:00am PT. To hear

More information

Best Practices for Chat Deployments

Best Practices for Chat Deployments Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are

More information

Real-Time for the Rest of Us. Perceptions of Real-Time Marketing and How It s Achieved

Real-Time for the Rest of Us. Perceptions of Real-Time Marketing and How It s Achieved Real-Time for the Rest of Us Perceptions of Real-Time Marketing and How It s Achieved / THE PERCEPTIONS OF REAL-TIME MARKETING What do you think of when someone says REAL-TIME MARKETING? Do you think of

More information

Embracing Mobile Chat

Embracing Mobile Chat feature / mar 2013 Embracing Mobile Chat Consumers and companies are giving chat the thumbs up for an improved mobile experience. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

New Possibilities for Extending LivePerson Solutions

New Possibilities for Extending LivePerson Solutions LivePerson intelligent engagement solutions have proven to deliver significant ROI for online businesses of all sizes, currently monitoring more than 1 billion visits and handling 9 million chats per month

More information

Cloud-Based Contact Center Technology: 5 Evaluation Criteria

Cloud-Based Contact Center Technology: 5 Evaluation Criteria Brought to you by 8x8, Inc. The Champion For Business Communications Contents Executive Overview...3 Software...3 Hardware...4 Maintenance...5 Changes to Call Center Configuration...5 Integrated Multimedia

More information

Customer Interaction Solutions

Customer 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 information

Courtesy of: VREB Virtual Real Estate Brokerage

Courtesy of: VREB Virtual Real Estate Brokerage Courtesy of: VREB Virtual Real Estate Brokerage Why Go Mobile? In today s world almost every industry is becoming more mobile friendly because of the huge increase in tablet and smart phone usage. The

More information

Intelligent Online Engagement for Customer Service

Intelligent Online Engagement for Customer Service Intelligent Online Engagement for Customer Service October 2012 Table of Contents Executive Summary........................................................................... 1-3 Driving Efficiencies in

More information

INTERACTIVE VOICE RESPONSE

INTERACTIVE VOICE RESPONSE A Guide to: INTERACTIVE VOICE RESPONSE Connect with your customers like never before. CallFire is a cloud-based communications solution designed to save your business time and money. With CallFire s powerful

More information

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

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

Telephony & Connectivity to the Cloud

Telephony & Connectivity to the Cloud Telephony & Connectivity to the Cloud Why Choosing a True All-In-One Solution Matters Creating Tomorrow s Contact Center. Today. 02 Introduction If you are a contact center executive, telephony is critical

More information

Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities

Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities Customer Care Analytics: Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities Analyzing Data to Improve Customer Relationships and Identify New Business Opportunities

More information

Global Safety Company Complements Unified Communications Solution with Cloud-Based Messaging

Global Safety Company Complements Unified Communications Solution with Cloud-Based Messaging Microsoft Office 365 Customer Solution Case Study Global Safety Company Complements Unified Communications Solution with Cloud-Based Messaging Overview Country or Region: United States Industry: Professional

More information

Chat Enhancements Optimize Customers Web Experience

Chat 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 information

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

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

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

Addressing Enterprise Needs with a Software Defined Network Platform

Addressing Enterprise Needs with a Software Defined Network Platform Addressing Enterprise Needs with a Software Defined Network Platform Dynamic, customizable approach meets customer demand Date: December 2015 Author: Mike Sapien Ovum view Enterprise customers have virtualized

More information

ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report

ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report The fourth annual Hosted Contact Center Infrastructure Market Report provides a thorough analysis of this rapidly evolving technology

More information

Unified Communications and the Cloud

Unified Communications and the Cloud Unified Communications and the Cloud Abstract Much has been said of the term cloud computing and the role it will play in the communications ecosystem today. Undoubtedly it is one of the most overused

More information

Overcoming basket abandonment through effective implementation of real-time communications services.

Overcoming basket abandonment through effective implementation of real-time communications services. Overcoming basket abandonment through effective implementation of real-time communications services. The benefits of real-time customer engagement For the vast majority of online retailers, converting

More information

WHITE PAPER. Digital Touch Points. Reaching your audience on all four screens. Randy Palubiak. Sponsored by Hughes Network Systems, LLC

WHITE PAPER. Digital Touch Points. Reaching your audience on all four screens. Randy Palubiak. Sponsored by Hughes Network Systems, LLC WHITE PAPER Reaching your audience on all four screens Randy Palubiak Sponsored by Network Systems, LLC Introduction A Digital Touch Point is the reaching of an individual through a digital media device

More information

Hosted Collaboration Solution for Contact Center: Elevate Customer Care

Hosted Collaboration Solution for Contact Center: Elevate Customer Care Brochure Hosted Collaboration Solution for Contact Center: Elevate Customer Care In the face of fierce competition, delivering superior customer service has never been more important. Cisco Customer Collaboration

More information

5 tips to engage your customers with event-based marketing

5 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

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Power closed-loop digital commerce helping retailers sell online faster and more easily Online marketing and digital commerce

More information

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs THE DO S AND DON TS OF WEB CHAT with Johan Jacobs TABLE OF CONTENTS Introduction. 3 Best Practice #1: Commit or Skip..4 Best Practice #2: Run Multiple Sessions from Day One 6 Best Practice #3: Never Make

More information

Amplify Conversations to Convert Prospects to Customers. B2B Event Marketing Tactics Workbook

Amplify Conversations to Convert Prospects to Customers. B2B Event Marketing Tactics Workbook Amplify Conversations to Convert Prospects to Customers B2B Event Marketing Tactics Workbook In this part-guide, part-workbook, get to know the tactics of B2B event marketing and how to make it work for

More information

Smart Cities. Opportunities for Service Providers

Smart Cities. Opportunities for Service Providers Smart Cities Opportunities for Service Providers By Zach Cohen Smart cities will use technology to transform urban environments. Cities are leveraging internet pervasiveness, data analytics, and networked

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

Workforce Optimization

Workforce Optimization 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 mining valuable

More information

CASE STUDY. MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions. MatrixOneSource, business process outsourcing

CASE STUDY. MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions. MatrixOneSource, business process outsourcing MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions MatrixOneSource, business process outsourcing 8x8 s Integrated Unified Communications and Contact Center Enable BPO Service

More information

Current State of Marketing Measurement. Ifbyphone Survey Finds 4 Out of 5 Marketing Executives Expect Measurable Campaigns, Yet Only 29% Can Deliver

Current State of Marketing Measurement. Ifbyphone Survey Finds 4 Out of 5 Marketing Executives Expect Measurable Campaigns, Yet Only 29% Can Deliver Current State of Marketing Measurement Ifbyphone Survey Finds 4 Out of 5 Marketing Executives Expect Measurable Campaigns, Yet Only 29% Can Deliver Current State of Marketing Measurement Ifbyphone Survey

More information

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY 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 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

emma Mobile Business Intelligence

emma Mobile Business Intelligence emma Mobile Business Intelligence The big problem in ecommerce is the recurrency Best customers comes from Mobile emma is Mobile Business Intelligence. The ultimate mobile marketing technology in the market

More information

Improving 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 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 information

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business

More information

Website Improvements for More Successful E-Commerce

Website Improvements for More Successful E-Commerce Website Improvements for More Successful E-Commerce FROM LANDING PAGE TO SHOPPING CART Reminders for Today s Webinar Webinar recording & slides: will be emailed to you within 48 hours after the event Discussion:

More information

Does DIGITAL MARKETING mean BIG DATA FOR SMBs?

Does DIGITAL MARKETING mean BIG DATA FOR SMBs? Does DIGITAL MARKETING mean BIG DATA FOR SMBs? WHITE PAPER Srikant Sharma President and General Manager NorthboundDGS In today s ever-evolving market, we constantly hear about new disruptive trends. Among

More information

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

Next-Gen Contact Center Technology Trends. Sheila McGee-Smith McGee-Smith Analytics

Next-Gen Contact Center Technology Trends. Sheila McGee-Smith McGee-Smith Analytics Next-Gen Contact Center Technology Trends Sheila McGee-Smith McGee-Smith Analytics Channel management: 2014 What channels are managed by the contact centre? n 811 Telephone Email 87.8 95.4 4.3 1.1 1.4

More information

Vero Beach, FL increase their web presence and shop traffic October 2012 through June 2014

Vero Beach, FL increase their web presence and shop traffic October 2012 through June 2014 Perfection is a multi-location shop in Vero Beach, FL, with one location specializing in auto body (Perfection Paint & Body) and another in general repair (Perfection Auto Service). They came to Autoshop

More information

Infinity Buyerlytics System Multichannel Customer Care Solutions

Infinity Buyerlytics System Multichannel Customer Care Solutions Infinity Buyerlytics System Multichannel Customer Care Solutions Where are you at today? Are all your customer efforts metrics driven? Primary Drivers of Sales Campaign ROI: Return on Investment Factor

More information

IN-HOUSE VS. FULL SERVICE MANAGED CHAT. Everything you need to know to choose the chat solution that s right for your dealership

IN-HOUSE VS. FULL SERVICE MANAGED CHAT. Everything you need to know to choose the chat solution that s right for your dealership IN-HOUSE VS. FULL SERVICE MANAGED CHAT Everything you need to know to choose the chat solution that s right for your dealership Chat Will Transform Your Internet Business Auto dealers eager to boost website

More information

What We Do. Our products harness big data and transform it into actionable knowledge, to be consumed in 5 seconds

What We Do. Our products harness big data and transform it into actionable knowledge, to be consumed in 5 seconds White Paper 2014 5 SECONDS TO KNOWLEDGE Why KMS lighthouse We improve customer experience by means of knowledge, leading the Knowledge Driven Experience (KDE) revolution What We Do Our products harness

More information

Multichannel marketing: creating a competitive advantage in today s complex marketing landscape For marketing and customer intelligence executives

Multichannel marketing: creating a competitive advantage in today s complex marketing landscape For marketing and customer intelligence executives Multichannel Marketing Solution Brief Multichannel marketing: creating a competitive advantage in today s complex marketing landscape For marketing and customer intelligence executives Executive summary

More information

The adoption of cloud-based computing solutions for business

The adoption of cloud-based computing solutions for business The adoption of cloud-based computing solutions for business across the globe is staggering. In fact, by 2014, the market is expected to represent an opportunity of close to $110 billion according to a

More information

Digital Marketing Capabilities

Digital Marketing Capabilities Digital Marketing Capabilities Version : 1.0 Date : 17-Apr-2015 Company Framework Focus on ROI 2 Introduction SPACECOS is a leading IT services and marketing solutions provider. We provide the winning

More information

Luis Melo Head of CRM/CX. Capventis. Policy Automation. Knowledge Management. Field Service Management. Web Customer Service

Luis 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 information

MODERN MARKETING ESSENTIALS GUIDE. MOBILE MARKETING A Prescriptive Guide Fortified to Build Stronger Marketing

MODERN MARKETING ESSENTIALS GUIDE. MOBILE MARKETING A Prescriptive Guide Fortified to Build Stronger Marketing MODERN MARKETING ESSENTIALS GUIDE MOBILE MARKETING A Prescriptive Guide Fortified to Build Stronger Marketing INTRODUCTION The sheer volume of marketing information available today is nearly impossible

More information

Web and Mobile Self Service:

Web and Mobile Self Service: Web and Mobile Self Service: A Critical Element to Enhancing Customer Experience astutesolutions.com Customers are increasingly demanding that companies provide effective digital self-service. In fact,

More information

The Impact of Mobile on Contact Centers

The Impact of Mobile on Contact Centers The Impact of Mobile on Contact Centers Figures from the Pew Research Center released in June 2013 show that more than half of US adults now own a smartphone. This has grown considerably compared to two

More information

Taking Control with Marketing Optimization

Taking Control with Marketing Optimization WHITEPAPER / SITE OPTIMIZATION Taking Control with Marketing Optimization Personalization is Key to Success INTRODUCTION Your company spends lots of money driving people to your site. Is your organization

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

Cross-Selling on Mobile

Cross-Selling on Mobile Cross-Selling on Mobile Since some mobile users don t communicate with their bank through any other channel, you need to use personalized, customized ads to grab their attention and video messages may

More information

REDEFINING CRM CONSULTING. Tokara s expertise comes with a commitment to partner in whatever way is best for that client.

REDEFINING CRM CONSULTING. Tokara s expertise comes with a commitment to partner in whatever way is best for that client. REDEFINING CRM CONSULTING Tokara s expertise comes with a commitment to partner in whatever way is best for that client. A NEW BREED OF CRM CONSULTANT Our consultants bring thousands of hours of hands-on

More information

Aastra Solidus ecare Multimedia Contact Center.» When you are serious about business

Aastra Solidus ecare Multimedia Contact Center.» When you are serious about business Aastra Solidus ecare Multimedia Contact Center» When you are serious about business There s only one multimedia contact center solution capable of delivering consistently outstanding results Aastra Solidus

More information

Best Practices of Mobile Marketing

Best Practices of Mobile Marketing Best Practices of Mobile Marketing With the advent of iphone, Android phones, and tablets, adoption of the mobile is contagious, and will continue in the coming years as well. The market penetration of

More information

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs THE DO S AND DON TS OF WEB CHAT with Johan Jacobs Table of Contents INTRODUCTION 3 Best Practice #1: COMMIT OR SKIP 3 Best Practice #2: RUN MULTIPLE SESSIONS FROM DAY ONE 4 Best Practice #3: NEVER MAKE

More information

5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO

5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO INTRODUCTION 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO Customer service professionals know better than anyone how fast the world is changing. New channels,

More information

The 6 Step Customer Advocate Marketing Handbook

The 6 Step Customer Advocate Marketing Handbook The 6 Step Customer Advocate Marketing Handbook How to Motivate and Scale Advocates to Grow Your Business I THIS BRAND How to Motivate and Scale Advocates to Grow Your Business Intro: Part 1: Why Powering

More information

Take Control of Your Online Store

Take Control of Your Online Store WHITE PAPER May 2008 Take Control of Your Online Store A Guide to Interpreting Visitor Behavior in Real Time Nicole Fraley is an Online Marketing Director with BGT Partners, a global award-winning interactive

More information

{ { Calculating Your Social Media Marketing Return on Investment. A How-To Guide for New Social Media Marketers. Peter Ghali - Senior Product Manager

{ { Calculating Your Social Media Marketing Return on Investment. A How-To Guide for New Social Media Marketers. Peter Ghali - Senior Product Manager { { Calculating Your Social Media Marketing Return on Investment A How-To Guide for New Social Media Marketers Peter Ghali - Senior Product Manager This guide provides practical advice for developing a

More information

REDEFINING CRM CONSULTING. Tokara s expertise comes with a commitment to partner in whatever way is best for that client.

REDEFINING CRM CONSULTING. Tokara s expertise comes with a commitment to partner in whatever way is best for that client. REDEFINING CRM CONSULTING Tokara s expertise comes with a commitment to partner in whatever way is best for that client. A NEW BREED OF CRM CONSULTANT Our consultants bring thousands of hours of hands-on

More information

Solving the Challenge of Lead Management Automation

Solving the Challenge of Lead Management Automation WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing

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

ADVERTISER MEDIA KIT 2015

ADVERTISER MEDIA KIT 2015 ADVERTISER MEDIA KIT WHO WE ARE Millennial Media is redefining digital advertising. With our leading mobile-first technology, we are focused on delivering pinpointed audiences, breakthrough creative, measured

More information

Contact Center Workforce Management Market Report Reprint

Contact Center Workforce Management Market Report Reprint Contact Center Workforce Management Market Report Reprint 2012 Reprinted for: Table of Contents 1. WFM Market Activity Analysis... 1 1.2 Market Share Analysis... 3 2. Workforce Management Vendor Satisfaction

More information

Partner Sees Annual Cloud Sales Up 336 Percent, Total Sales Up 25%, with All In Cloud Strategy

Partner Sees Annual Cloud Sales Up 336 Percent, Total Sales Up 25%, with All In Cloud Strategy Partner Sees Annual Cloud Sales Up 336 Percent, Total Sales Up 25%, with All In Cloud Strategy Overview Partner: InfinIT Consulting Partner Website: www.infinitconsulting.com Partner Size: 15 employees

More information

The State of Unassisted Support 2014

The State of Unassisted Support 2014 The State of Unassisted Support 2014 By John Ragsdale, Vice President, Technology and Social Research, TSIA TECHNOLOGY INSIGHT FIELD SERVICES MANAGED SERVICES SUPPORT SERVICES TSIA-TI-14-024 June 26, 2014

More information

Mobile Search Advertising Around the Globe: 2014 Annual Report

Mobile Search Advertising Around the Globe: 2014 Annual Report WHITE PAPER Mobile Search Advertising Around the Globe: TABLE OF CONTENTS Executive Summary 03 Introduction 03 Methodology 04 Part I United States 05 Part II United Kingdom and Eurozone 08 Part III Mobile

More information

MULTICHANNEL MARKETING

MULTICHANNEL MARKETING REPORT Report Multichannel Marketing MULTICHANNEL MARKETING A Study Highlighting Current Approaches and Investment, Opportunities and Key Challenges 1 2 Introduction 4 Key findings 6 Conclusion 19 3 INTRODUCTION

More information