Boosting Customer Loyalty and Bottom Line Results

Size: px
Start display at page:

Download "Boosting Customer Loyalty and Bottom Line Results"

Transcription

1 Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2 The CX Evolution...2 Assessing CX...2 Why CX in the Cloud?...3 CX is About Data...3 Optimizing Multi-channel Customer Support...4 Conclusion...5 Meeting Today s Customer Expectations Customers increasingly expect businesses to better anticipate their individual needs and provide more personalized, on-demand services across every channel, no matter what device they choose. In order to meet expectations in this competitive environment, organizations need to build stronger brand loyalty by improving customer experiences (CX) and Customer Experience Management (CEM), to track, oversee, and organize interactions across all touchpoints and channels between each customer and the organization. CX includes not only interactions through traditional channels, such as dialing into a contact center, but also through digital channels such as mobile, web chat, and social media. Organizations that continue to treat digital channels as independent interaction points are increasingly at a significant competitive disadvantage. To manage customer experiences, organizations of all sizes and industries must develop a strategy to encompass all customer touchpoints. A 2012 Genesys survey 1 of 650 marketing industry executives underscored a few key CX trends, including: A Shift in Platforms While 51 percent of survey respondents named landline telephone customer support as the most preferred customer service channel five years ago, 34 percent cited as the top resource today, followed by landline telephone (19 percent) and mobile devices (16 percent). Mobile Customer Support on the Rise In the next five years, 24 percent expect mobile devices to be the leading customer service channel, while 41 percent confirmed they have downloaded a mobile application to better connect to customer service. Online Self-Service Tools are Critical More than 60 percent of survey respondents said they turn to the company website as their first channel to resolve an issue before calling customer service. These customers often use chat services to interact, ask questions, and resolve issues. 1 Genesys survey Dreamforce event November 2012

2 Boosting Customer Loyalty and Bottom Line Results / page 2 Organizations can achieve a better, more efficient customer experience (CX) while improving operational effectiveness - converting customers into advocates and repeat buyers - while driving costs out of their business. CLOUD-BASED CX ADVANTAGES The primary advantages to using a cloud-based/ SaaS CX service include: No upfront hardware and software costs Rapid deployment No ongoing hardware or software maintenance fees Automatic technology upgrades at no additional cost Quick, easy scalability No in-house expertise (IT or helpdesk support) required Reduced overall total cost of ownership (TCO) A speedy return on investment (ROI) Customer Service is an Ongoing Experience Approximately 26 percent said they are likely to tell their friends about their experience, 21 percent said they would ask for the same representative next time, and 14 percent said they would share their experiences online. Organizations need to learn to better understand and anticipate how customers interact with the organization across multiple channels, leverage cloud-based platforms to enable greater flexibility, and provide customers with the tools and resources to help boost their loyalty. This is why it s important to examine the implications of CX and CEM. This white paper explains key CX components and how organizations can achieve a better, more efficient customer experience while improving operational effectiveness - converting customers into advocates and repeat buyers - while driving costs out of their business. The CX Evolution The concepts that form the basis of CX or CEM are rooted in Customer Relationship Management (CRM), which is used to manage a company s interactions with customers, clients and sales prospects, and dates back to the early 1980s. Early on, organizations purchased CRM hardware and software platforms designed to organize, automate, and synchronize processes, primarily related to sales, marketing, customer service, and technical support. By the 1990s, access to customers was still largely limited to landline telephones. Customers typically requested information, by voice, or by telephone touchpad in response to self-service Integrated Voice Response (IVR) systems. For the most part, customers then still only trusted a live agent to resolve problems or answer questions. Several contact center solutions available today are still rooted to telephony technology that has evolved from decades of investment in software and infrastructure to support customer service. As customers leverage a wider array of communications channels, organizations and most industry suppliers have been forced to adjust to include support for customers who wish to use , the Web, mobile technologies, social media and text messaging to access support services. In order to provide customers with real-time information and excellent support, organizations are moving to a cloud-based service, to keep pace with customers who now regularly use mobile technologies, smart phones and social media networks. Interest is surging in CX, based largely on the realization that the tools and platforms used to optimize customer experiences are best delivered in a cloud service or SaaS (software as a service) model. Organizations can quickly implement this model and leverage it to gain better insights and deliver new and better services to delight their customers around the globe. Assessing CX A foundational first step to taking customer experience to the next level is a CX assessment that properly analyzes how an organization interacts with its customers. Solving customer challenges, thereby accelerating an analytics-driven solution with actionable recommendations, includes a full understanding of the following elements: The channels customers currently use to access information and services The level of consistency across every customer touchpoint The cost implications and business impact to automate vs. maintaining live agents The quality and consistency of brand messaging delivered via each channel

3 Boosting Customer Loyalty and Bottom Line Results / page 3 Cloud solutions enable an organization to quickly build a more efficient CX engagement, allowing organizations to alter messaging or adjust specific features, such as automation prompts, then quickly implement. The time required to resolve customer issues The ability to communicate across channels including text messaging, social media, and mobile During the CX assessment phase, enterprise leaders gain insights into how well the organization interacts, or touches its customers. This visibility into customer interactions can bring any organization enormous benefits, including: Far greater control over the information delivered to customers More transparent visibility into customer service operations A better understanding of what the customer experience is like A measureable understanding of how well brand messaging is working, and How to make that messaging better, stronger and more consistent in the future Voice User Interface design and assessment Following a comprehensive CX Assessment, an internet satellite industry organization effectively transformed their customer service by implementing a cloud-based CX solution that incorporated speech-recognition in its IVR platform, along with enhanced database integration. The cloud self-service solution delivered a 300 percent increase in contact center automation and reduced the average customer s call time by 43 seconds per call. Customers have gone from cursing to complimenting the provider s IVR-based customer service. Why CX in the Cloud? There are many advantages to a cloud-based CX solution. Cloud solutions enable an organization to quickly build a more efficient CX engagement, allowing it to alter messaging or adjust specific features, such as automation prompts, then quickly implement. The ability to accelerate the delivery of changes can generate significant cost and time savings. There s no need to invest in expensive hardware and software, and no waiting to push changes out to the organization, as is usual for traditional physical hardware and on-premises systems that require changes to be rolled out overnight, or during less busy time periods. Consider these highlights from one organization that specializes in credit card payment services. This organization decided to go from an on-premises contact center, to a cloud-based service. Gross profits tripled, which translated to $4 million between March and December The cloud-based IVR service protects personal information and with the inherent elastic scalability that cloud offers, the company could manage any surges in customer demand. This ultimately led to expansion efforts that boosted bottom line growth. CX is About Data Leveraging a cloud-based CX solution, organizations can readily pull information from internal CRM systems. Utilizing important data, such as each customer s communications preferences, can improve both responsiveness and experience. This information, in turn, can be used for a range of marketing, upsell and cross-sell purposes. This is why the right cloud-based CX solution should incorporate the use of iterative data analytics to help organizations of all sizes and industries continuously improve their customer interactions and overall experience. Organizations want to know why customers are reaching out, whether those customers do so by phone, , social media, web chat, or text message. The organization should greet each customer by name, and ask pertinent questions, such as, whether he or she is following up on the status of a recent order. Personalization is a crucial competitive edge for most

4 Boosting Customer Loyalty and Bottom Line Results / page 4 Personalized customer experience is ultimately what differentiates an organization from its competitors. organizations today, forming the cornerstone of an effective, modernized CEM initiative. Personalized customer experience is ultimately what differentiates an organization from its competitors. Currently, many organizations are struggling to derive value from the big data flowing into the enterprise every day. Organizational leaders need the right tools to capture and organize the variety of data types flowing in from multiple channels. Only with the help of the right solution can organizations analyze big data, and personalize marketing in response to this flow of information, to meet crucial bottom-line business goals. To capitalize on customer data, organizations must develop an effective strategy for acquiring, organizing and analyzing data to generate new insights, and ultimately apply those insights to personalize its experience for customers in each interaction. Consider these highlights from a publishing industry giant featuring multiple publications, products and services. This organization has millions of customers who reach out to the firm regarding various brands supported by the publisher. A thorough data analysis of the publisher s millions of customer interactions revealed requirements for a high level of sophistication in the IVR. The organization s prior IVR system was well designed but lacked the ability to drive innovation or handle complex transactions. By implementing a sophisticated cloud-based CX service, the publisher increased automation by 10 percent over what was previously considered an optimized IVR platform. Plus, the scalability of the service available now enables the publisher to process transactions at a breakneck pace (in the millions of transactions per minute, and growing) to keep pace with customer demands. Multi-channel support enables organizations to fully embrace each customer s personal preferences for interacting with the organization, which is often referred to as Preference Management. Optimizing Multi-channel Customer Support A great customer experience at one touchpoint over one channel at a specific point in time is important, but carrying that experience and associated context across multiple channels and touchpoints is the key to a cohesive customer journey. It s crucial for organizations to support every customer touchpoint, no matter which channel the customer uses to reach the organization, whether by text messaging, social media, mobile tablet device and/or smart phone. Multi-channel support underscores how CX is evolving from caller first to customer experience first or CX First, as more customers use mobile apps, tablets, or engage organizations through social media networks. Multi-channel support enables organizations to fully embrace each customer s personal preferences for interacting with the organization, which is often referred to as Preference Management. Creating a consistent brand experience across multiple channels such as voice, mobile apps, website and face-to-face interactions is critical when trying to understand the customer experience from their viewpoint. Many organizations see this as a complex challenge requiring huge investment in new technologies and a new customer platform but it doesn t have to be. The difficulty in creating a single view of the customer across multiple locations, channels, products and the different times in which they interact can be solved in part by automation, integration and the adoption of open standards. Genesys allows organizations to manage and carry context across multiple channels and holistically understand the customer journey, helping to provide an outstanding, efficient and cohesive service to meet the customer need. A leading pharmaceutical industry giant recently realized $1 million a year in annual savings, and an 80 percent drop in contact center calls that must be transferred to live agents. This company achieved these impressive results by expanding contact center operations to include next generation chat, click to call and mobile apps. The cloud-based multi-channel CX solution facilitated a migration away from disparate, physical IVR platforms and the company no longer

5 Boosting Customer Loyalty and Bottom Line Results / page 5 dealt with high maintenance costs and long lead times for updates and/or changes to any customer communication channel. Conclusion Companies that consistently deliver a great customer experience have realized measurable business benefits far beyond improving customer loyalty and profit. Companies focusing on end-to-end customer journeys across multiple touchpoints and channels can build significant competitive advantage, reduce customer churn and differentiate their brand from competitors. Genesys delivers a full range of cloud-based customer experience and contact center solutions that allow companies to focus on the end-to-end customer journey. About Genesys Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions. For more information visit: or call GENESYS. Cororate Headquarters 2001 Junipero Serra Blvd., Daly City, CA USA Tel: Fax: Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders Genesys Telecommunications Laboratories, Inc. All rights reserved.

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

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

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

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

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL CUSTOMER SERVICE OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers

More information

Genesys Care Mobile Application. User Guide

Genesys Care Mobile Application. User Guide Genesys Care Mobile Application User Guide Version 2.8 August 2014 Genesys Care Mobile App User Guide Page 2 Table of Contents 1 Introduction... 3 2 Installation and Login... 3 3 Application Usage Overview...

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

Connecting Customer Journeys. An Executive Q&A Featuring Emirates Airline Customer Success ebook

Connecting Customer Journeys. An Executive Q&A Featuring Emirates Airline Customer Success ebook Connecting Customer Journeys An Executive Q&A Featuring Emirates Airline Customer Success ebook CONNECTING CUSTOMER JOURNEYS Executive Q&A - Featuring Emirates Airline Karen Bell-Wright is Senior Vice

More information

Mobile Marketing Best Practices

Mobile Marketing Best Practices Mobile Marketing Best Practices TABLE OF CONTENTS Why Mobile Marketing...1 Creating a Solid Foundation...2 Executing Effectively...3 Tackling Advanced Tactics...4 Next Steps...5 About Genesys...5 Why Mobile

More information

The Virtual Contact Center

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

More information

TOP 10. Strategies for Modernizing Workforce Optimization. ebook

TOP 10. Strategies for Modernizing Workforce Optimization. ebook TOP 10 Strategies for Modernizing Workforce Optimization ebook CONTACT CENTER OPERATIONAL CHALLENGES All over the world, contact center managers and operations teams face a number of challenges that can

More information

The Broadening of Contact Centers Horizons

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

More information

Proactively Increasing Your Online Sales

Proactively Increasing Your Online Sales Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than

More information

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

5 Critical Requirements for a Future-Ready Contact Center ebook

5 Critical Requirements for a Future-Ready Contact Center ebook 5 Critical Requirements for a Future-Ready Contact Center ebook IS YOUR CONTACT CENTER FUTURE-READY? How to Deliver an Effortless Customer Experience (CX) Across Multiple Channels It may not be a comfortable

More information

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction

More information

Federating Customer Service

Federating Customer Service april 2009 Federating Customer Service: An Effective Approach to Simplifying Your Multi-Dimension Contact Center Operation Table of contents Executive Summary...1 Market Dynamics Affect Customer Service...2

More information

Adventures in Business Process Automation

Adventures in Business Process Automation Adventures in Business Process Automation Every business claims to cherish its customers, but actions speak louder than words. Even if you promise as a brand to value and serve your customers, a poor experience

More information

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and Genesys Info Mart Contact Center Software Genesys Info Mart provides customer interaction analytical capabilities for contact centers to discover valuable insight for strategic action. Highlights > An

More information

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Center?...1 Market Trend: IP Migration Reduces Contact Center Overhead

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

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

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

Journey to 3rd Platform Digital Customer Experience

Journey to 3rd Platform Digital Customer Experience Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in

More information

Supporting Customer Journeys and Your Business with a Cloud Contact Center. ebook

Supporting Customer Journeys and Your Business with a Cloud Contact Center. ebook Supporting Customer Journeys and Your Business with a Cloud Contact Center ebook COMPANIES ARE ACCELERATING MOVEMENT Contact Center Applications Are Going to the Cloud Frost & Sullivan / Sept 2014 Report

More information

Genesys Social. The New Social Engagement Imperative

Genesys Social. The New Social Engagement Imperative Genesys Social Engagement The New Social Engagement Imperative There s no getting around it customers today are talking about your business on social media either hoping to interact with you directly,

More information

Genesys and Overstock.com

Genesys and Overstock.com Genesys and Overstock.com At a Glance Overstock.com www.overstock.com Industry: Online retail A Brand Built on Service Founded in 1997, Overstock.com is a premier online retailer that offers a wide variety

More information

Transforming Back Office Efficiency: Five Steps to Peak Performance

Transforming Back Office Efficiency: Five Steps to Peak Performance Transforming Back Office Efficiency: Five Steps to Peak Performance TABLE OF CONTENTS Introduction...1 Complexity Beyond the Contact Center...1 The Back Office Opportunity... 2 Five Steps to Peak Back

More information

Understanding the Future of Customer Experience.

Understanding the Future of Customer Experience. Whitepaper + + Avtex + + September 2014 Understanding the Future of Customer Experience. Copyright 2014 Avtex Solutions. All rights reserved. Brand and product names referred to in this document are the

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys

MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys MARKET I NSIGHT Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud Frost & Sullivan Market Insight EXECUTIVE SUMMARY Cloud deployment has become the preferred method

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

INTRODUCTION. Genesys Angel White Paper / Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application // 2

INTRODUCTION. Genesys Angel White Paper / Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application // 2 INTRODUCTION Globalization, intense competition and the volatile economic climate are forcing companies to re-evaluate how they manage customer interactions. Customer expectations are higher and budgets

More information

New World of Customer Expectations

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

More information

Executive Summary WHAT IS DRIVING THE PUSH FOR HIGH AVAILABILITY?

Executive Summary WHAT IS DRIVING THE PUSH FOR HIGH AVAILABILITY? MINIMIZE CUSTOMER SERVICE DISRUPTION IN YOUR CONTACT CENTER GENESYS SIP 99.999% AVAILABILITY PROVIDES QUALITY SERVICE DELIVERY AND A SUPERIOR RETURN ON INVESTMENT TABLE OF CONTENTS Executive Summary...1

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

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

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

Turn Your Business Vision into Reality with Microsoft Dynamics GP

Turn Your Business Vision into Reality with Microsoft Dynamics GP Turn Your Business Vision into Reality with Microsoft Dynamics GP You have worked hard to build a vision for your business. With a business solution from Microsoft, you can turn that vision into reality.

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service

Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service By Nancy Jamison Jamison Consulting January 2010 Jamison Consulting Page 1 1. Beyond Customer Satisfaction The contact

More information

How to Build a Service Management Hub for Digital Service Innovation

How to Build a Service Management Hub for Digital Service Innovation solution white paper How to Build a Service Management Hub for Digital Service Innovation Empower IT and business agility by taking ITSM to the cloud Table of Contents 1 EXECUTIVE SUMMARY The Mission:

More information

Genesys Workforce Management

Genesys Workforce Management Genesys Workforce Management PLAN EMPLOYEE RESOURCES ENTERPRISE-WIDE WITH GENESYS WORKFORCE MANAGEMENT Overview Workforce management is critical for customer service organizations that must balance operational

More information

Agile, Secure, Reliable: World-Class Customer Service in the Cloud

Agile, Secure, Reliable: World-Class Customer Service in the Cloud Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus 2 Why Deliver Customer Service in the Cloud? In a volatile

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

Turn Your Business Vision into Reality with Microsoft Dynamics GP

Turn Your Business Vision into Reality with Microsoft Dynamics GP Turn Your Business Vision into Reality with Microsoft Dynamics GP You have worked hard to build a vision for your business. With a business solution from Microsoft, you can turn that vision into reality.

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

Empowering Enterprise-Wide Customer Service with SIP

Empowering Enterprise-Wide Customer Service with SIP Empowering Enterprise-Wide Customer Service with SIP Table of contents Customer Service in Evolution...1 SIP Enabling IP Customer Service Transformation...6 Unified Communications and Collaborations Improve

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More 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

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

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT Cloud Solutions for IT Management WHITE PAPER THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT How Progressive IT Organizations Are Using Hosted Solutions To Deliver On Time, On Budget, On Quota and

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

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide WE HEAR YOU Delivering an amazing customer experience A retail banker s guide Today, bank customers are demanding much more than just good service. Banks must understand their customers and provide them

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

REVOLUTIONISING CONTACT CENTRE QUALITY MANAGEMENT WITH SPEECH ANALYTICS

REVOLUTIONISING CONTACT CENTRE QUALITY MANAGEMENT WITH SPEECH ANALYTICS REVOLUTIONISING CONTACT CENTRE QUALITY MANAGEMENT WITH SPEECH ANALYTICS TABLE OF CONTENTS Introduction... 1 Challenges of the Traditional Quality Management Process... 1 Challenge #1: Small Sample Size...

More information

Customer Engagement: Rising to the Customer Service Challenge. Business Solution Brochure

Customer Engagement: Rising to the Customer Service Challenge. Business Solution Brochure Customer Engagement: Rising to the Customer Service Challenge Business Solution Brochure Customer Engagement: Rising to the Customer Service Challenge / page 2 Companies today are being forced to re-think

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

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

More information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences.

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences. An RIS News Whitepaper Omnichannel Roadmap: Vision Meets Reality It is widely acknowledged that omnichannel is the future of retail. s want to shop anywhere at any time and expect a seamless experience

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth Market Share Leadership Award Inbound Contact Routing Systems North America, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50

More information

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies The Cross Channel Customer Experience Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies March 21 Executive Summary Snapshot of Key Findings by the Numbers: 9 44 29 Percent of

More information

FOR A MORE PERSONAL TOUCH

FOR A MORE PERSONAL TOUCH FOR A MORE PERSONAL TOUCH 4 ways automating your telecom storefront drives customer happiness and sales An NCR White Paper You know the feeling. When long lines and busy employees make you want to walk

More information

Improving The Retail Experience Through Fast Data

Improving The Retail Experience Through Fast Data A Forrester Consulting Thought Leadership Paper Commissioned By TIBCO Software February 2016 Improving The Retail Experience Through Fast Data Overview Customers expect better-individualized experiences

More information

customer care solutions

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

More information

Seamless Customer Conversations

Seamless Customer Conversations Seamless Customer Conversations Driving Intelligent Interactions in the Contact Center executive brief TABLE OF CONTENTS: PAGE Effective Contact Center Operations: A Strategic Imperative...3 Challenges

More information

MSP Relevance. MSP Relevance. the Era of Cloud Computing. the Era of Cloud Computing. Brought to You By: A Channel Company White White Paper Paper

MSP Relevance. MSP Relevance. the Era of Cloud Computing. the Era of Cloud Computing. Brought to You By: A Channel Company White White Paper Paper A Channel Company White White Paper Paper MSP Relevance MSP Relevance How How MSPs MSPs Can Can Stay Stay Relevant Relevant in in the Era of Cloud Computing the Era of Cloud Computing Brought to You By:

More information

NCR APTRA Suite. The world s leading financial self-service software portfolio

NCR APTRA Suite. The world s leading financial self-service software portfolio NCR APTRA Suite The world s leading financial self-service software portfolio DELIVER A LEAP IN CONSUMER EXPERIENCE. The banking industry tells us that the quality of consumer experience has become the

More information

When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment

When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment Contents S1 An Industry in Transition Over the past few years, retail has seen seismic changes in how the customer shops.

More information

August 2013 Rising to the Omni-Channel Challenge

August 2013 Rising to the Omni-Channel Challenge August 2013 Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers

More information

SCALABLE ENTERPRISE CRM SERVICES

SCALABLE ENTERPRISE CRM SERVICES SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and

More information

White Paper. An itelligence White Paper SAP Cloud for Sales: An Innovative Approach to Navigating a New Era of Sales Challenges

White Paper. An itelligence White Paper SAP Cloud for Sales: An Innovative Approach to Navigating a New Era of Sales Challenges White Paper An itelligence White Paper SAP Cloud for Sales: An Innovative Approach to Navigating a New Era of Sales Challenges SAP Cloud for Sales: An Innovative Approach to Navigating a New Era of Sales

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

WHITE PAPER SMB Business Telephone Systems Options to Ensure Your Organization is Future Ready. By Peter Bernstein, Senior Editor TMCnet.

WHITE PAPER SMB Business Telephone Systems Options to Ensure Your Organization is Future Ready. By Peter Bernstein, Senior Editor TMCnet. WHITE PAPER SMB Business Telephone Systems Options to Ensure Your Organization is Future Ready By Peter Bernstein, Senior Editor TMCnet.com Technology Marketing Corporation: 800 Connecticut Ave, 1 st Floor

More information

Consumers want conversational virtual assistants.

Consumers want conversational virtual assistants. Consumers want conversational virtual assistants. Research Now study reveals insights into virtual assistants usage and preferences. 1 Table of contents 1 Survey says... / p2 2 Speak easy: how conversational

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

CRM in Insurance: New Opportunities in the Digital Age

CRM in Insurance: New Opportunities in the Digital Age CRM in Insurance: New Opportunities in the Digital Age Author: Mark Breading, SMA Partner Published Date: September, 2015 This sponsored white paper is based on SMA s ongoing research on the CRM and the

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

Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap

Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap OVERVIEW VISUAL IVR Say Hello to Visual IVR IVR for the twenty first century because talk isn t cheap Customers Love Mobile The Internet and mobile devices have had a huge impact on customer expectations.

More information

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

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

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

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

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

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

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results In our last survey on customer tipping points, consumers told us where companies fail at meeting their expectations and how they typically react to bad customer experiences. The results delivered insight

More information

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information

Financial Services Industry Solutions. Winning in the financial services marketplace for banks and credit unions

Financial Services Industry Solutions. Winning in the financial services marketplace for banks and credit unions Financial Services Industry Solutions Winning in the financial services marketplace for banks and credit unions Financial services industry is now at a major changing point Banks and credit unions are

More information

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers Connecting with the Next Gen Customer Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers TABLE OF CONTENTS Contact Centers Have Evolved 3 Customer Experience

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever

More information

Optimize Business Productivity Evolve Your Business with the Cloud. Slide 1

Optimize Business Productivity Evolve Your Business with the Cloud. Slide 1 Optimize Business Productivity Evolve Your Business with the Cloud Slide 1 Agenda A changing landscape for sales and customer service Top business challenges for achieving sales and service excellence

More information

Simplify Software as a Service (SaaS) Integration

Simplify Software as a Service (SaaS) Integration Simplify Software as a Service (SaaS) Integration By Simon Peel December 2008 Introduction Fuelled by a fiercely competitive business environment that requires the pace of business and technology to accelerate,

More information