Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences."

Transcription

1 Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

2 Give customers the answers they re looking for and you ll get the results you re looking for. It all starts by treating each customer like an individual. Help them pay bills faster, increase purchases and experience tailor-made 24/7 service and watch your cost-to-service plummet. Customers want to do more online Online account-management can pose daunting challenges it s an area where customer relationships can be built or buried. From leading e-commerce web sites to social media, today s consumers expect world-class digital capabilities. While online bill pay is now standard and mobile applications add great simplicity and convenience, only 58% of consumers are satisfied with online self service. 1 Your customers want to do more online, but with ever-evolving technology, it s not so simple. Complex, multi-product relationships make it difficult to create truly personalized experiences. World-class e-capabilities are essential to meet customer expectations and reduce servicing costs. 72% of customers prefer getting answers online, but only half actually find the information they need. Forrester Research Treat customers as individuals to get more out of every relationship Imagine digital self service that s so engaging, it can help customers find more, do more and spend more. Imagine easy and cost-effective digital self service that treats each customer as an individual. When you customize your focus, you not only enhance web and mobile experiences, you increase satisfaction, retention and revenue. And, at the same time, you can discover opportunities to reduce service costs and expand customer relationships that grow your business. The good news is it s never been easier to deploy self service across all digital channels. All you need is a comprehensive suite of ready-to-launch capabilities. Deploy a truly personalized experience 50% faster Quick and easy to deploy, digital self service from Pitney Bowes engages customers with targeted, relevant content based on profiles, transaction history and online behaviors in as little as ten weeks. Deploy a comprehensive suite of ready-to-launch capabilities, enabling e-presentment, payments, billing intelligence, mobile and customer care Profit from sophisticated customer analytics that improve the customer experience by accessing real-time data and documents Reduce costs with automated self service replacing costly paper and call-center activity Minimize errors and eliminate manual processes and automate account management Grow revenues with highly targeted online engagements, taking advantage of increased web traffic to upsell and cross-sell 1 Understand Communication Channel Needs To Craft Your Customer Service Strategy, 2013, Forrester Research

3 When customers can access the information and answers they need, call-center activity drops substantially. A personalized self-service experience helps customers learn more, do more and respond more. Deliver information and offers to customers with greater precision and success. Replace costly callcenter activity with automated self service Digital self service makes it easy to manage even complex relationships. The built-in customization reduces call-center demand, lowers waiting time, increases customer satisfaction and helps reduce agent turnover. Automated self service enables your systems to analyze online activities and proactively answer questions typically fielded by callcenter agents. Predictive analytics deliver best-nextaction recommendations that serve targeted cross-sell opportunities to customers at the ideal time. And when needed, your team can act on behalf of a customer, delivering key information regarding bills, payments, account profile and passwords. Increase customer satisfaction with a more flexible, more personalized experience When customers set their own preferences, they become empowered to take control of their online, mobile and web experiences. Digital self service gives them the ability to view, sort, download and customize their account information, offering anytime/anywhere access. Comprehensive electronic bill presentment and payment capabilities (EBPP) permit a range of advanced functionality, including analytics, bill history, advanced payment, ACH payments, account management, and much more. It s simple: the more personal the customer experience, the more potential growth for your organization. Grow revenues via compelling, highly targeted online engagements Increasing the effectiveness and ROI of your marketing efforts is a matter of intelligence. Digital self service achieves its elevated IQ by integrating data from various channels and platforms to inform every targeted customer message. Screen prompts, invitations, information requests, offers and reminders are delivered automatically at key interaction points. Digital self service even identifies when customers have previously accepted or declined invitations and determines the likely impact of presenting various offers before presenting the bestnext-action. A European utility has reduced monthly call center costs by 800,000 euros.

4 Superior e-billing delivers a highly personalized experience and provides unrivaled access to documents and information in your customers preferred format. Sophisticated analytics and real-time decisioning automatically prompt customers toward the best-next-action. Gain insight into who customers are and what they need most No two customers are alike. Each one has unique needs and desires. Learning from their profile, behaviors and prior transactions informs digital self service, enabling your system to serve highly personalized targeted content. The ability to access data profile, product, transaction, billing and behavior data provides a key understanding of their world. In-depth understanding of your customers online behaviors presents real-time opportunities to serve offers and information that improve their experience and generate stronger, more predictable relationships. Simplification through integration Integrate and deploy cost-effective digital self service with either SaaS or with your existing Siebel CRM. Expand your self-service capabilities, simplifying even complex relationships Comprehensive electronic bill-presentment and payment capabilities allow you to interact more effectively with customers on their preferred web and mobile platforms. Empower your customers to view their bill activities, sort, filter and download PDF statements and forms. Let them view their billing history, create recurring payments, enable credit card and automated clearing house (ACH) payments. Help them manage their accounts and profiles and offer customer care solutions including bill-adjustment requests. Now, it s easy to expand your capabilities and reduce the strain on call centers and other resources. Engage customers on a personal, one-to-one basis automatically Real-time scoring and automated decisioning gives your organization the ability to interject highly personalized and highly actionable content. Every targeted screen prompt, offer, notification, invitation or alert is updated and based on prior interactions gathered from across the disparate divisions of your enterprise. These real-time scoring and decisioning capabilities drive increased customer satisfaction. They also create valuable upsell and cross-sell opportunities that have the ability to improve marketing ROI and drive revenue. A major European telecom operator now provides an industry-leading experience, and has significantly reduced Days Sales Outstanding (DSO) by over $1M per month.

5 Deploy personalized digital self-service 50% faster Unlike other complex and expensive solutions, Digital self service is a single, integrated solution that makes it easy for organizations to configure and deploy in as little as ten to fifteen weeks 50% faster than alternative approaches. This intelligent, cross-channel experience also offers deployment simplicity with multichannel support across web, mobile, call centers and Interactive Voice Response (IVR). Digital self service allows your organization to deliver personalized experiences quickly and efficiently with little or no coding as well. Handle complex, multi-product relationships Digital self service makes it simple to sort, configure and manage even complex relationships, such as business accounts, with customized reporting options that eliminate manual workarounds. A feature-rich and highly personalized online user experience intuitively understands customers needs, helping to improve loyalty and satisfaction. Highly effective analytics and automated targeting With advanced personalized information available at your most critical touchpoints, automated offers can be delivered as best-next-actions. Integrated from various platforms, your organization can finally connect outbound direct marketing campaigns with inbound customer interactions, boosting customer relationships and revenues. Achieve more with Pitney Bowes Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences with digital self service from Pitney Bowes. Target and engage customers with relevant content that reduces costs, focuses call-center activity, and drives revenue growth.

6 For more information call or visit us online: UNITED STATES CANADA EUROPE/UNITED KINGDOM ASIA PACIFIC/AUSTRALIA Pitney Bowes Inc. All rights reserved. Pitney Bowes and the Corporate logo are registered trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners AMER _DCS_03903

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call.

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Call Center Transformation Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Capitalize on your customers undivided attention. Now you can grow revenue

More information

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey. Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Conversing with Your Customers

Conversing with Your Customers Solutions for Enabling Lifetime Customer Relationships Conversing with Your Customers Turning call centers into profit centers while building customer lifetime value WHITE W PAPER: COMMUNICATIONS Jeff

More information

Portrait Explorer. Discover new customer opportunities through rapid visual insight

Portrait Explorer. Discover new customer opportunities through rapid visual insight Portrait Explorer TM Discover new customer opportunities through rapid visual insight More than BI Effective-decision making for marketing requires more than just BI tools that deliver static reporting,

More information

Effective Strategies for Unifying Customer Communications

Effective Strategies for Unifying Customer Communications Enabling Lifetime Customer Relationships. Effective Strategies for Unifying Customer Communications Leveraging Your Unique Customer Exchanges to Stay Ahead of the Competition W HITE PAPER: CUSTOMER COMMUNICATION

More information

The secret to reducing churn

The secret to reducing churn Solutions for Enabling Lifetime Customer Relationships The secret to reducing churn Leveraging analytics for better customer insight WHITE PAPER: COMMUNICATIONS Dr. Patrick Surry Global Solution Owner

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

Portrait Explorer. Discover new customer opportunities through rapid visual insight

Portrait Explorer. Discover new customer opportunities through rapid visual insight Portrait Explorer TM Discover new customer opportunities through rapid visual insight More than BI Effective-decision making for marketing requires more than just BI tools that deliver static reporting,

More information

Portrait Dialogue TM. Get customer-centric. Get into the dialogue.

Portrait Dialogue TM. Get customer-centric. Get into the dialogue. Portrait Dialogue TM Get customer-centric. Get into the dialogue. Engage every customer in an enduring 1:1 dialogue across channels and interactions. Executive summary Blast marketing strategies of the

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction Telecommunications Overview Enhance customer loyalty with customer-centric communications and interaction Communications Service Providers face many challenges with requirements to provide diversified

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Retail Banking Industry A Nuance Customer Care White Paper introduction The recent economic downturn has created some

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

BankAccel for Retail Banking

BankAccel for Retail Banking BankAccel for Retail Banking Align Accelerate Achieve Now you can drive revenue and improve the customer experience by planning and executing in a more unified, customer-centric manner. Link location intelligence,

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

Cincom 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 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 information

Increasing Customer Adoption of Utility E-Billing and Self-Service Sites. White Paper November 2008

Increasing Customer Adoption of Utility E-Billing and Self-Service Sites. White Paper November 2008 Increasing Customer Adoption of Utility E-Billing and Self-Service Sites White Paper November 2008 Executive Summary Deregulation in the energy industry has created new urgency for electric, gas and other

More information

Business Solutions for Utilities. Every connection is a new opportunity

Business Solutions for Utilities. Every connection is a new opportunity Business Solutions for Utilities Every connection is a new opportunity Increase Revenues from Existing Customers Increase profitability by optimising customer communications, high-performance networks,

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

Portrait Customer Analytic Solutions

Portrait Customer Analytic Solutions Solutions for Enabling Lifetime Customer Relationships Portrait Customer Analytic Solutions Explore, understand and predict customer behavior for optimal ROI Every connection is a new opportunity TM Pitney

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

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

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Portrait Foundation. Develop smarter people-facing applications, faster.

Portrait Foundation. Develop smarter people-facing applications, faster. Portrait Foundation Develop smarter people-facing applications, faster. The writing is on the wall. Consumers expect excellent service and they don t want to hear about how the system won t allow it. It

More information

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth Oracle Knowledge Solutions for Insurance Answers that Fuel Growth When seeking to boost market share and customer retention rates, having answers makes all the difference. Timely answers help brokers and

More information

Portrait Customer Analytic Solutions

Portrait Customer Analytic Solutions Solutions for Enabling Lifetime Customer Relationships Portrait Customer Analytic Solutions Explore, understand and predict customer behavior for optimal ROI Every connection is a new opportunity TM Pitney

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

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

SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS

SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS Oracle s Siebel Customer Relationship Management (CRM) applications enable organizations to more effectively sell to, market to, and

More information

Seven 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 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 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

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business

More information

Using analytics to drive better communications

Using analytics to drive better communications Solutions for Enabling Lifetime Customer Relationships Link customer preferences and behavior with business solutions and document requirements to deliver WHITE PAPER: COMMUNICATION MANAGEMENT Lisa Sutrick

More information

Use Your Contact Center to Build a Better Customer Experience

Use 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 information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

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

Proven solutions. Faster results.

Proven solutions. Faster results. Pitney Bowes Global Services Proven solutions. Faster results. Precisely what your business needs. We re focused on your success. In this complex and always evolving world of commerce, it s critical that

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

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

Get Your Head in the Cloud

Get Your Head in the Cloud Get Your Head in the Cloud A Comprehensive Guide to SaaS. SaaS for Dummies: A business managers guide to Software as a Service SaaS For Dummies has been written in partnership with Oracle to help you the

More information

ONLINE, INTERACTIVE SOLUTIONS. Credit Card > Telecommunications > Utility > Healthcare Insurance > Government > Transportation > Retail.

ONLINE, INTERACTIVE SOLUTIONS. Credit Card > Telecommunications > Utility > Healthcare Insurance > Government > Transportation > Retail. A Pitney Bowes Company e2 SUITE ONLINE, INTERACTIVE SOLUTIONS Credit Card > Telecommunications > Utility > Healthcare Insurance > Government > Transportation > Retail TRANSFORM TO AN INTERACTIVE, DIGITAL

More information

NCR BRANCH TRANSFORMATION SOLUTIONS

NCR BRANCH TRANSFORMATION SOLUTIONS NCR BRANCH TRANSFORMATION SOLUTIONS Maximizing the profitability of your branch network Putting the retail back into retail banking PUTTING PROFITABLE, RELATIONSHIP BANKING FIRST AND FOREMOST Your branch

More information

Enterprise Marketing Automation Platform

Enterprise Marketing Automation Platform Enterprise Marketing Automation Platform Marketing is undergoing a fundamental shift. Emerging channels such as email and mobile have created new and unique opportunities to reach a new generation of customers

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

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,

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

Rethinking Communications to Improve Retention

Rethinking Communications to Improve Retention Solutions for for Enabling EnablingLifetime LifetimeCustomer CustomerRelationships Relationships Rethinking Communications to Improve Retention Transitioning from campaigns to ongoing dialogues W H I T

More information

ez Marketing Automation

ez Marketing Automation ez Marketing Automation The next generation digital experience solution to accelerate sales conversion and boost customer engagement. Today marketers are challenged by their colleagues in sales to increase

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

Customer 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 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 information

Improving Inside Sales Production with Automation

Improving 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 information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers Banking Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers In today s challenging global economy, strengthening customer relationships

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer 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 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

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

7 Ways Predictive Intelligence Can Elevate Your Email Marketing

7 Ways Predictive Intelligence Can Elevate Your Email Marketing 7 Ways Predictive Intelligence Can Elevate Your Email Marketing Email is the cornerstone of digital marketing. In fact, 68% of marketers say that email is core to their business 1. With competition for

More information

MiContact Center Outbound

MiContact Center Outbound MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and

More information

NCR APTRA EMARKETING DOES IT ALL

NCR APTRA EMARKETING DOES IT ALL NCR APTRA EMARKETING DOES IT ALL Deliver personalized, relevant messages and marketing across multiple channels. For more information visit www.ncr.com or contact us at www.ncr.com/financial Create customer

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

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

Customer-Centricity in the UK Utilities Sector

Customer-Centricity in the UK Utilities Sector Solutions for Enabling Customer Relationships Utilities Sector White Paper Customer-Centricity in the UK Utilities Sector make the transition to a customer-centric approach to enable profitable, lifetime

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

Improving The Agent Experience Moves The Needle On Customer Satisfaction

Improving The Agent Experience Moves The Needle On Customer Satisfaction A Custom Technology Adoption Profile Commissioned by Amdocs Improving The Agent Experience Moves The Needle On Customer Satisfaction Introduction Today, the gap between customers expectations and the service

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

ORACLE REAL-TIME DECISIONS

ORACLE REAL-TIME DECISIONS ORACLE REAL-TIME DECISIONS KEY BUSINESS BENEFITS Improve business responsiveness. Optimize customer experiences with cross-channel real-time decisions at the point of interaction. Maximize the value of

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

Chapter 5: Customer Relationship Management. Introduction

Chapter 5: Customer Relationship Management. Introduction Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and

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

INFORMATION CONNECTS. Streamline Operations and Transform Customer Relationships. Oracle Self-Service E-Billing

INFORMATION CONNECTS. Streamline Operations and Transform Customer Relationships. Oracle Self-Service E-Billing INFORMATION CONNECTS Streamline Operations and Transform Customer Relationships Oracle Self-Service E-Billing Transform Customer Relationships with Self-Service Solutions Companies with superior self-service

More information

OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES

OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies

More information

After the Call: reachlocal.com/reach-edge 866-978-9312. 2013 ReachLocal. All Rights Reserved. No reproduction without permission.

After the Call: reachlocal.com/reach-edge 866-978-9312. 2013 ReachLocal. All Rights Reserved. No reproduction without permission. After the Call: 5 Tips for Successful Lead Management with ReachEdge Attracting consumers to your website is just one step in a successful online marketing plan. That s because you don t just want visitors

More information

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer marketzone Marketers today live in the world of the always-connected customer... and cannot afford to waste dollars on campaigns that may or may not be working. Marketers today live in a fast-paced world

More information

ORACLE SOCIAL MARKETING CLOUD SERVICE

ORACLE SOCIAL MARKETING CLOUD SERVICE ORACLE SOCIAL MARKETING CLOUD SERVICE KEY FEATURES Universal navigation between all social marketing functionality Single-platform management for Facebook, Google+, Twitter and other social communities

More information

The Actionable Barcode

The Actionable Barcode Solutions for Enabling Lifetime Customer Relationships The Actionable Barcode How organizations have turned a new postal mandate into much-needed customer insight WHITE PAPER: CUSTOMER EXPERIENCE MANAGEMENT

More information

Messaging Services. An immediate and engaging way to talk to customers and employees

Messaging Services. An immediate and engaging way to talk to customers and employees Messaging Services An immediate and engaging way to talk to customers and employees Messaging Services from O 2 can help you communicate with your customers and employees quickly and efficiently, using

More information

Business Process Outsourcing Customer Communication Management

Business Process Outsourcing Customer Communication Management Business Process Outsourcing Customer Communication Management A Flexible, Cost-Efficient, Hosted Solution to Effectively Manage Your Customer Communications Business Process Outsourcing Customer Communication

More information

Top Ten e-billing Trends

Top Ten e-billing Trends Solutions for Enabling Customer Lifetime Intelligence, Customer Communications Relationships. and Care. Top Ten e-billing Trends Evolving Technologies and Predictions on Business and Customer Response

More information

Improve first contact resolution, increase your bottom line

Improve first contact resolution, increase your bottom line Improve first contact resolution, increase your bottom line With customer contacts, the third time isn t a charm...it s a service failure. Reaching out over and over again in search of resolution is a

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

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce The #1 Web-Based Business Software Suite Accounting / ERP CRM Ecommerce for every business. Intelligent Complete Simple You have real-time access to all the information you need to make better, faster

More information

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING brochure MITEL MiCONTACT CENTER OUTBOUND INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING Does your business need to streamline your outbound contact center

More information

Digital Messaging Platform. Digital Messaging Platform. AgilityHarmony. Orchestrate more meaningful relationships between you and your customers

Digital Messaging Platform. Digital Messaging Platform. AgilityHarmony. Orchestrate more meaningful relationships between you and your customers Digital Messaging Platform Digital Messaging Platform AgilityHarmony Orchestrate more meaningful relationships between you and your customers By marketers for marketers Epsilon Agility Harmony brings together

More information

Solutions. Billing and Payment Solutions for Billers A Multi-Channel, Integrated Approach to Reduce Costs and Delight Customers

Solutions. Billing and Payment Solutions for Billers A Multi-Channel, Integrated Approach to Reduce Costs and Delight Customers Solutions Billing and Payment Solutions for Billers A Multi-Channel, Integrated Approach to Reduce Costs and Delight Customers Solutions Are you looking to reduce costs, collect payments faster and delight

More information

Customer 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 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 information

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION ( THE SHORTEST PATH TO CUSTOMER VALUE Microsoft Dynamics TM CRM + P REMIUM E DITION A HIGH PERFORMANCE CONTACT CENTER SOLUTION IS A CLEAR ENABLER OF NEW REVENUES AND REDUCES CALL RESOLUTION COSTS. ( Microsoft

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris 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 pick up on explicit and implicit cues that signal intent: What

More information

Product Corillian Online

Product Corillian Online Product Corillian Online Intuitive Online Banking with Seamless Integration to Personal and Small Business Payment and Financial Management Tools in an ASP Environment Product Digital banking continues

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Foundation for a 360-degree Customer View

Foundation for a 360-degree Customer View Solutions for Enabling Lifetime Customer Relationships Data Management: Foundation for a 360-degree Customer View W HITE PAPER: Data Management WHITE PAPER: Data Management Data Management: Foundation

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

Discover a new level of efficiency.

Discover a new level of efficiency. Shipping & Mailing Parcel Management Solutions Automating how law firms ship, track and deliver Discover a new level of efficiency. 2 The market for legal services is changing fast. You need to capitalize

More information

Solve Your Toughest Challenges with Data Mining

Solve Your Toughest Challenges with Data Mining IBM Software Business Analytics IBM SPSS Modeler Solve Your Toughest Challenges with Data Mining Use predictive intelligence to make good decisions faster Solve Your Toughest Challenges with Data Mining

More information