When Customers Call, and They Will, Will Your IVR be Ready?
|
|
- Olivia Hodge
- 6 years ago
- Views:
Transcription
1 A FROST & SULLIVAN EXECUTIVE SUMMARY When Customers Call, and They Will, Will Your IVR be Ready? In Collaboration With: View the ondemand version of the ebroadcast:
2 As many reports have shown, customers are more frequently gravitating toward online tools and other self-service channels when they need an issue solved. But the fact of the matter is, call volume will not drop significantly any time soon. Though most people may prefer other channels, customers will still call, often because those other tools didn t provide the answer they needed. People don t hate IVR, they just hate bad IVR. Nancy Jamison Principal Analyst, Customer Contact Frost & Sullivan And when they do call, companies must be ready to handle them well or they risk hurting customer loyalty. However, due to the emphasis on adding new channels amidst tight budgets businesses often neglect IVR, not taking advantage of enhancements that would help customers, much less fixing poorly designed IVR applications that frustrate callers. Frost & Sullivan recently teamed up with Genesys to conduct an ebroadcast, When Customers Call, and They Will, Will Your IVR be Ready to Greet Them?, discussing how businesses can deliver seamless, personalized experience through IVR, and how it can be integrated with other channels to create an excellent omni-channel experience. DO CUSTOMERS REALLY HATE IVR? It s no secret that IVR hasn t always been the customer s preferred way of contacting a business. It s often ridiculed and becomes the subject of many heated customer complaints. In fact, a 2011 Frost & Sullivan found that IVR was customers least favorite channel. However, after digging down further, it turned out that the reasons were mostly related to poorly designed and implemented systems. People don t hate IVR, they just hate bad IVR, said Nancy Jamison, Principal Analyst, Customer Contact with Frost & Sullivan, during the ebroadcast. IVR as a concept has a lot to offer. Since it first appeared in the 1980s, it has brought tens of thousands of businesses and their customers a lot of benefits, including 24-hour access to transactions and information. These tools have come a long way since then, with new features such as speech recognition and natural language understanding allowing for the development of better, more personalized systems. So why is IVR still such a maligned customer contact channel? The problem is largely one of neglect. Too many businesses approach IVR with a set and forget mentality, and have had the same systems in place for years without any attempt to improve or update them. IVR chugs away doing the same thing very well, but it s both underutilized and sometimes downright annoying, Jamison said. She relayed her experience surveying executives in the contact center industry on how they approach selling IVR technology. One executive with Genesys told a story about how a representative from a large national service provider once said to him, We haven t changed our IVR in 17 years. It s working great. 2
3 While that s an extreme example, it sums up the mistake many businesses make. Often executives don t even know what their own IVR sounds like because they don t call into it. The end result is an outdated, cumbersome experience that frustrates callers. CALL VOLUME IS STAYING STEADY One reason IVR is so neglected is because companies are investing in new channels of interaction, such as social media or mobile customer care. As customers increasingly prefer online and other channels, companies are scrambling to introduce new channels, so contact center budgets are skewed towards new channels of interaction, as well as agent performance optimization products, and less towards upgrading or replacing existing infrastructure. However, if you look at the data, IVR isn t projected to lessen in use. In 2014, Frost & Sullivan surveyed 305 contact center managers and other stakeholders. According to those respondents, use of IVR is expected to drop by just one percent over the next two years, and they expect there to be no significant drop-off in call volume. That s one reason why Frost & Sullivan projects the hosted market for IVR to grow 7.9% from 2013 to 2018, and the premise-based systems market to grow 2.2% over the same time period. That s not bad in an economy that favors investment in new channels and analytics, Jamison said. UNDERSTAND TODAY S CALLER While the calls will continue to come in, companies need to understand that callers have changed. That s why old-fashioned, unenhanced IVR no longer cuts it with today s customers. These customers prefer to use self-service first, and will often call only when other channels have failed to solve their problem. No matter which interaction channel they use, customers want a personalized, seamless experience. And people increasingly like to channel hop, moving between voice, text, mobile apps, chat, blogs, streaming video, community forums, and social media, often using three or more channels simultaneously. The bottom line: IVR must be integrated into the rest of the company s channel offerings, and provide a consistent, cohesive experience with other channels as well. When someone calls, the odds are that they ve been in touch previously through one of the other channels. Yet too many IVRs exist in siloes, with no sharing of information or context from previous interactions. That s a big obstacle keeping companies from moving from multi-channel environments towards an omni-channel customer experience, which ensures that data and context from initial contact carries over to subsequent channels. Omni-channel reduces customer effort, improves the customer interaction, and enables the business to tailor the customer journey. You are only as good as your worst channel, Jamison said. And if your IVR is outdated and siloed from other channels, you are missing out and causing a breakpoint in the whole customer journey. 3
4 THE MATURATION OF IVR IVR offerings have evolved greatly with all types of enhanced functionality. According to Jamison, two of the most important advancements were the addition of speech technologies and the ability to blend IVR with other technologies. Speech technologies led to the development of natural language understanding, which has flattened IVR menus and helps customers get where they need to go quickly. Some of the key features in modern IVR systems include: n Standards-based VoiceXML platforms n Natural language interfaces n Artificial intelligence-based responses n Best practices in UI design and refined application design tools n Links to proactive customer contact n Personalization when callers enter the system n Support for mobile devices, including Visual IVR on mobile devices n Multi-modal self-service on mobile devices Another significant development is an increase in the use of cloud-based IVR and cloudbased contact center systems in general. According to Frost & Sullivan research, 52% of contact center organizations in North America use a hosted cloud contact center solution. More importantly, by 2016, that percentage is expected to be more than 90%. Cloud-based systems have a number of benefits for businesses, including the ability to reduce upfront costs and add new features more quickly than would be possible in premise-based systems. While smaller contact centers were early adopters of these solutions, larger contact centers have emerged as the biggest market segment, with the highest adoption in communications and healthcare. 4
5 USE CASE: HEALTHCARE Jamison was joined in the ebroadcast by Aaron Wellman, Offer Manager, Cloud Self- Service with Genesys. They looked at some specific applications of IVR in different industries, and Wellman shared several examples of cloud-based IVR in use at organizations Genesys has worked with. As mentioned above, healthcare is one of the sectors with the highest adoption rates of hosted IVR solutions. There are a number of applications for IVR in healthcare, including appointment scheduling and reminders, collection of patient data, and automated prescription refill, among others. Wellman shared a case study from AstraZeneca, which moved to a cloud-based IVR from a premise system. Previously, most calls were handled by live agents, and with what little IVR automation the company did have, no reporting or analytics existed to tell how good or bad the experience was for the caller. When revamping the IVR, AstraZeneca was able to start small and add projects piece by piece, with little upfront cost two advantages of using a cloud-based system. The first step was using IVR to conduct a customer satisfaction survey. After seeing good results, the company added other applications, including brand loyalty program enrollment, program administration and an adherence program. The end result: $1 million in cost savings for each brand and an 80% reduction of live agent calls within the first year. USE CASE: UTILITIES The utility sector is one area where there is a lot of opportunity to reduce costs and customer frustration. Applications include service outage notifications, bill pay, and appointment scheduling and reminders. You are only as good as your worst channel. And if your IVR is outdated and siloed from other channels, you are missing out and causing a breakpoint in the whole customer journey. Nancy Jamison Principal Analyst, Customer Contact Frost & Sullivan A broadband satellite service provide, found that its premise-based IVR was a big source of customer frustration. The organization moved to a hosted system using a natural language speech application. The new IVR personalizes the caller s experience, by understanding context based on the services the customer is using and their contact history. The result has been a 300% increase in automation and a 43-second reduction in call time so far. The service provide r regularly reviews the IVR and makes improvements at least quarterly. 5
6 USE CASE: FINANCIAL SERVICES Financial services is really where IVR got its start, Jamison said, through touch-tone banking, and the sector continues to broadly deploy IVR. Western Union recently replaced an end-of-life IVR system. Like AstraZeneca, it had no way of telling how well its previous IVR was performing. Genesys performed a detailed assessment of the IVR and redesigned the application using a customer-centric approach, adding automated self-service to Western Union s payment kiosks. The company now uses analytics to evaluate the system, identify problem areas, improve automation and develop better rules for how calls are handled. The result was a 15% reduction in agent talk time and a 10% increase in automation, which has added up to an initial savings of $1 million year after using IVR on just 20% of volume. USE CASE: RETAIL The omni-channel concept first originated in retail, but has been extended to all vertical customer contact environments. The key to omni-channel in retail is to have all channels up to date, so that if a customer makes a purchase in-store or online, for example, the IVR is aware of that and presents order status and other common options first. Wellman shared a case study of a major big box retailer that needed to quickly replace its inflexible premise-based system in order to handle spikes in call volumes around the holidays. Cloud-based systems allow businesses to increase or decrease capacity as needed, as well as cut down on the time needed to get the system up and running. In this case, the retailer implemented a more personalized IVR for its customers in less than four months, resulting in a 15% increase in call automation and more than $6 million in cost savings so far. FINAL THOUGHT Since a business s customer care is only as good as its worst channel, it is critical that businesses look at the entire customer experience end to end and adjust all channels to create a cohesive, brand experience. IVR, which often serves as the front door to a business, is a key component of a multi- and omni-channel experience and refreshing this important channel should not be forgotten. ABOUT GENESYS Genesys is the global multi-channel customer experience and contact center solution leader. Our customer experience platform and solutions help companies engage effortlessly with their customers, across all touchpoints, channels and interactions to deliver differentiated customer journeys, while maximizing revenue and loyalty. Learn more at 6
7 ABOUT FROST & SULLIVAN Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company s Growth Partnership Service provides the CEO and the CEO s Growth Team with disciplined research and best practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. Learn more at DISCLAIMER This Executive Summary discusses key insights and excerpts from a live presentation and panel discussion by Frost & Sullivan and Genesys on October 29, This summary presents industry insights, best practices, and case studies discussed by the presenters, in the context of the live presentation and panel discussion. For more details, visit Frost & Sullivan is not responsible for the loss of original context or the accuracy of the information presented by the participating companies. 7
Best practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationebook 10 WAYS TO IMPROVE THE CUSTOMER EXPERIENCE AND YOUR BOTTOM LINE THROUGH SELF-SERVICE
ebook 10 WAYS TO IMPROVE THE CUSTOMER EXPERIENCE AND YOUR BOTTOM LINE THROUGH SELF-SERVICE Today s customers prefer to help themselves. Make it easy for them. Customer Experience \ kə-stə-mər\ \ik- spir-ē-ən(t)s\
More informationCHATBOTS & INTELLIGENT VIRTUAL ASSISTANTS
CHATBOTS & INTELLIGENT VIRTUAL ASSISTANTS FOR PHARMA AN FAQ-STYLE GUIDE Info@ 509-242-0767 Artificial intelligence (AI) is transforming businesses across industries and continents, allowing those who invest
More informationReaching Customers Across Multiple Channels
Leading Provider of Cloud-Based Customer Experience Solutions Relies on Integrated, Modular WSO2 Middleware to Speed the Delivery of Services that Enhance User Engagement Businesses recognize that brand
More informationUtilizing Predictive Technologies to Enhance the Customer Experience
Utilizing Predictive Technologies to Enhance the Customer Experience Utilizing Predictive Technologies to Enhance the Customer Experience May 24, 2017 CS Week 2017 Presentation, May 24, 2017 - Page 2 Disclaimer
More informationThe 6 Habits of Successful Self Service
The 6 Habits of Successful Self Service In today s digital age, where customers want fast, efficient service that allows them to get what they need as effortlessly as possible, self-service is an increasingly
More informationINTELLIGENT DIGITAL AUTOMATION PLATFORM
A I INTELLIGENT DIGITAL AUTOMATION PLATFORM Gaining competitive advantage through digital transformation of your business processes Sponsored by 1 Introduction Today, every business faces the threat of
More informationNUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY
NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY The Closed Loop Feedback Process Proves to Be a Valuable Tool for Resolving Customer Issues in a Timely Manner, Leading to Increased Customer Loyalty and Satisfaction
More informationCX in Telecoms. CX in Telecoms. IDC InfoBrief, Sponsored by October 2017
1 CX in Telecoms 2 CSPs have made great strides in CX, but have farther to go In recent years, the telecoms industry has become much more switched on to CX, as embodied by the net promoter score (NPS).
More informationTHE BUSINESS LEADER S GUIDE TO. Becoming a Social Business
THE BUSINESS LEADER S GUIDE TO Becoming a Social Business Introduction Customers expect personalized, one-to-one interactions whenever and wherever they interact with your brand and a growing number of
More informationBuilding a Voice of the Customer Strategy for Contact Centres
Building a Voice of the Customer Strategy for Contact Centres How Johnson &Johnson (Pty) Ltd used real time customer feedback to turn customer experience into profit. Although progress has been made by
More informationMaking a cloud and mobile-first world more secure for customers
Making a cloud and mobile-first world more secure for customers Enabling organizations on any device anywhere, without compromising security For Compugen, the ability to deploy customer solutions quickly
More informationWhite paper. Getting better business results from your CRM
White paper Getting better business results from your CRM Table of contents: Introduction...1 Customer relationship management continues to grow...1 Poor quality CRM data and its impact on an organization...1
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationBest Stories of Omni-channel Commerce
Best Stories of Omni-channel Commerce Unified consumer experience with e-commerce and self-care for a large telecom operator across 16 countries Customer advocacy increased by up to 20% 3 million savings
More informationWhat Customers Are Thinking
How to What Customers Are Thinking Customers Prefer Other Channels IVR rated lowest for first-contact resolution and quality of service received among eight customer-facing channels Customers would rather
More informationUNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE
UNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE TABLE OF CONTENTS Introduction Page 3 Integrated business groups ensure a consistent experience Page 4 Elimination
More informationPut your customer at the center
Put your customer at the center Intelligence, Automation, and Agility for Digital Transformation October 2017 Don Schuerman, CTO and VP, Product Marketing Digital Transformation is hard I believe the auto
More informationDigital crisis or redemption - The uncomfortable truth
2017 Global Customer Experience (CX) Benchmarking Report Global APAC/Singapore comparison Digital crisis or redemption - The uncomfortable truth accelerate your ambition 20 years of benchmarking Broader
More informationPetroleum retailers. Ready to fuel omni-channel for a seamless customer experience.
Petroleum retailers. Ready to fuel omni-channel for a seamless customer experience. etroleum retail industry is in transformative phase to redesign and reinvent their sites to drive NFR growth, energy
More informationWe are living in the age of the customer. Today s
By Lauren Kindzierski-Ziskie We are living in the age of the customer. Today s consumers know more, expect more and demand first-class service, yet are significantly less loyal. With 2020 just around the
More informationFor Infrastructure & Operations Professionals
Update 2012: Proactive Outbound Notification Saves Money And Provides Personalized Services To Boost Customer Satisfaction by Art Schoeller with Laura Koetzle, Christopher Voce, and Jessica McKee Executive
More informationBuilding Your Utility s Voice-of-the-Customer Program in 6 Steps. Shawn Silzer, Senior Manager, Consulting Solutions, E Source
Building Your Utility s Voice-of-the-Customer Program in 6 Steps Shawn Silzer, Senior Manager, Consulting Solutions, E Source Why Voice-of-the-Customer Research Matters Utilities face a triple threat these
More informationREFINING A UTILITIES VOICE OF THE CUSTOMER (VOC) PROGRAM APPROACH USING THE LADDER OF INFERENCE. by Torin Lacher with contributions from Paul Hagen
REFINING A UTILITIES VOICE OF THE CUSTOMER (VOC) PROGRAM APPROACH USING THE LADDER OF INFERENCE by Torin Lacher with contributions from Paul Hagen A recent Energy & Utilities newsletter article, discussed
More informationAspect Customer Experience Platform (CXP)
WHITE PAPER Aspect Customer Experience Platform (CXP) The only complete application lifecycle management suite for IVR and omnichannel Unified Self-Service Improve the customer experience, simplify development
More informationThe Future Of Social Selling
A Forrester Consulting Thought Leadership Paper Commissioned By Hearsay Social Customer Life-Cycle Selling Requires A New Approach May 2013 Table Of Contents Executive Summary... 2 Current State/Concept
More informationThe Three Cs of Customer Engagement
Conduent Business Services Customer Experience Solutions The Three Cs of Customer Engagement How to build better customer relationships through enhanced communications and back office harmony. SubjectFugiandia
More informationIDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment
IDC MarketScape IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment Mary Wardley THIS IDC MARKETSCAPE EXCERPT FEATURES: INCONTACT IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape
More informationOPTIMIZING THE AGENT JOURNEY TO PERFECT THE CUSTOMER JOURNEY
OPTIMIZING THE AGENT JOURNEY TO PERFECT THE CUSTOMER JOURNEY TABLE OF CONTENTS Changes in Customer Behavior Dictate Changes for Agents...1 The Illusive Super Agent...2 New Challenges, Old Tools?. 3 The
More informationEMPLOYER BEST PRACTICES IN TELEHEALTH
EMPLOYER BEST PRACTICES IN TELEHEALTH Overview The rapid adoption of telehealth that started in 2010 has been driven not by healthcare providers, but instead by employers, seeking to address two of healthcare's
More informationTriNet and Venture Capital Firms: Three Case Studies
TriNet and Venture Capital Firms: Three Case Studies Venture capital firms, like many other small companies, often try to handle HR internally until they make a costly mistake or realize the administrative
More informationNEW SKILLS AND PARTNERSHIPS IN IT ASSET MANAGEMENT
NEW SKILLS AND PARTNERSHIPS IN IT ASSET MANAGEMENT TRENDS FROM MATURING LICENSE MANAGEMENT TEAMS The Oracle LMS Steering Group Oracle Open World India 2017 New Delhi The Oracle License Management Services
More informationUnderstanding Customer Experience Management. Five Essential Elements of a Comprehensive Approach
Understanding Customer Experience Management Five Essential Elements of a Comprehensive Approach Overview In this era of the referral economy, the customer experience has more influence than ever on the
More informationConnecting the Dots with Digitization
Conduent Commercial Business Services Communications Solutions Connecting the Dots with Digitization Plot your path and make the migration from paper to digital. 2 Digital transformation is a continuum.
More informationTHE SECRET SAUCE TO CREATE AN ENGAGING ONLINE COMMUNITY WITH SALESFORCE
THE SECRET SAUCE TO CREATE AN ENGAGING ONLINE COMMUNITY WITH SALESFORCE EMBRACING DIGITAL TRANSFORMATION Digital continues to transform almost every facet of our personal lives and has now begun to impact
More informationGROW ENROLLMENT USING PROVEN STRATEGIES
GROW ENROLLMENT USING PROVEN STRATEGIES The metrics speak for themselves. Within six hours from inquiry, our prospective students are taking follow-up action to pursue enrollment with Embry-Riddle. Bill
More informationThe Top Emerging Technologies For B2C Marketers
The Top Emerging Technologies For B2C Marketers New technologies are always emerging in response to customers demands and marketers needs. To help you focus your long-term tech investment strategies, we
More informationPEPSICO S JOURNEY OF EVERYDAY RECOGNITION
O.C. Tanner Institute PEPSICO S JOURNEY OF EVERYDAY RECOGNITION Effectively branding recognition in a house of brands PepsiCo employees talk about how they win together. They talk about performance with
More informationConsumer-To-Business Retailing:
Consumer-To-Business Retailing: The New Imperative For Omnichannel Success Omnichannel is changing the face of retailing in today s increasingly consumer-driven marketplace: Consumers are seeking personalized
More informationThe future of CRM. Perspectives on where healthcare CRM is headed
WHITE PAPER The future of CRM Perspectives on where healthcare CRM is headed Healthgrades interviewed its own experts and pioneers in CRM to gather their views on how CRM systems are benefiting health
More informationMITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM
BROCHURE 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
More informationFrameworx 16.0 Solution Conformance Certification Report
Frameworx 16.0 Solution Conformance Certification Report Company Name: Salesforce Solution Name: Salesforce solution for omni-channel service Solution Version: Winter 17 Release Report Version: 1.0 Report
More informationFive Essential Components of Hospitality Marketing
Five Essential Components of Hospitality Marketing You manage a hotel or resort and want people to stay there. Seems like a reasonable request. The question is, how do you make it happen? The world of
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationTECHNOLOGY VISION FOR SALESFORCE
TECHNOLOGY VISION FOR SALESFORCE 2017 CONTENTS INTRODUCTION 3 AI IS THE NEW UI 5 Experience Above All ECOSYSTEM POWER PLAYS 10 Beyond Platforms DESIGN FOR HUMANS 15 Inspire New Behaviors CONCLUSION 20
More informationWorkforce Experience Management
Workforce Experience Management The key to solving engagement and productivity Employee engagement and productivity has remained flat for the last several decades, despite companies best efforts to improve
More informationSeven contact center trends you can t ignore
Seven contact center trends you can t ignore In fashion, trends come and go; what s old is new again. The same can be said for trends in the contact center world. For example, multi-channel contact centers
More informationCustomer service delivered with Optus Contact Centre as a Service (CCaaS)
Customer service delivered with Optus Contact Centre as a Service (CCaaS). Contents Are you ready for your customers? 03 There s a better way 03 How CCaaS can help you 04 Solution Features 04 Your customers
More informationEnabling Collaboration in Insurance
Enabling Collaboration in Insurance The Role of Communications, Content, and Processes Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation
More informationNEXT-GENERATION CUSTOMER EXPERIENCES IN THE CLOUD
DELIVER NEXT-GENERATION CUSTOMER EXPERIENCES IN THE CLOUD PURECLOUD BROCHURE HOW CAN THE CLOUD HELP YOU GIVE CUSTOMERS THE EXPERIENCES THEY WANT EVEN AS THEIR EXPECTATIONS EVOLVE? PROBLEM: Keeping up with
More informationTHE EPIC FAIL SERIES: Onboarding Gone Wrong
THE EPIC FAIL SERIES: Onboarding Gone Wrong Page 2 When Onboarding Goes Terribly Wrong We ve all experienced this at some point in our careers. Today, you re starting a new job and you step into the building,
More informationCONTACT CENTER CAPABILITIES SELF-ASSESSMENT RESULTS
2017 RESEARCH REPORT CONTACT CENTER CAPABILITIES SELF-ASSESSMENT RESULTS Research Reveals Common Themes and Trends Across Companies in 10 Key Areas 86% of buyers say they would pay more for a better customer
More informationCONVERSATIONAL COMMERCE: VIRTUAL ASSISTANTS TAKE ON NEW TASKS. An Interactions Case Study.
CONVERSATIONAL COMMERCE: VIRTUAL ASSISTANTS TAKE ON NEW TASKS An Interactions Case Study 1 For sales inquires please e-mail info@opusresearch.net or call +1(415)904-7666. This report shall be used solely
More information2017 North American Conferencing Services Enabling Technology Leadership Award
2017 North American Conferencing Services Enabling Technology Leadership Award Contents Background and Company Performance... 3 Industry Challenges... 3 Technology Leverage and Customer Impact... 4 Conclusion...
More informationINTELLIGENT FUNCTIONS: HOW TO UNLOCK HIDDEN VALUE
INTELLIGENT FUNCTIONS: HOW TO UNLOCK HIDDEN VALUE INTELLIGENT FUNCTIONS Traditional companies losing revenue to new, nimble competitors must stop the bleeding. It is time to operate differently with intelligent
More informationFACEBOOK GUIDE HOW TO USE FACEBOOK FOR RECRUITMENT MARKETING
FACEBOOK GUIDE HOW TO USE FACEBOOK FOR RECRUITMENT MARKETING 01 01 CONTENTS INTRODUCTION 2 WHAT IS A FACEBOOK PAGE? 3 WHY DO EMPLOYERS USE FACEBOOK? 4 FACEBOOK STRATEGY 5 GETTING STARTED 6 THE BASICS 8
More information2016 Global Marketing Automation Software Company of the Year Award
2016 Global Marketing Automation Software Company of the Year Award 2016 Contents Background and Company Performance... 3 Industry Challenges... 3 Conclusion... 6 Understanding Company of the Year... 7
More informationThe Four Pillars of Marketing : How to Measure the ROI of Marketing
The Four Pillars of Marketing : How to Measure the ROI of Marketing Pillar 1: Retain and Grow Relationships with Existing Clients Client Satisfaction and Retention Client Service Cross-Marketing Referral
More informationConference Agenda. April 25 27, 2018 Clearwater Beach, FL Sandpearl Resort. Hosted by NOBLE SYSTEMS
Conference Agenda April 25 27, 2018 Clearwater Beach, FL Sandpearl Resort Hosted by NOBLE SYSTEMS Agenda Overview Wednesday, April 25 2:00pm 2:45pm 3:00pm 4:15pm 4:30pm 5:45pm Small Group Meetings Industry
More information412% Annualized ROI with Direct Mail
DATA-DRIVEN MARKETING CASE STUDY MARKETING ON PURPOSE 412% Annualized ROI with Direct Mail We ve made direct mail smart again. 16 CLIENT LOCATIONS SINCE 2017 The Direct Mail Challenge Direct mail is a
More informationUP BILL PAYMENT SOLUTIONS
FEATURES AT A GLANCE ACCOMPLISHED CHANGE AGENT Serves more than 3,600 clients Increases consumer satisfaction 25% Reduces staff time spent on payments by 19% Saves 18% on security and compliance expenses
More informationThe Social Marketer vs. the Social Enterprise Social media in financial institutions is in transition.
DECEMBER 2014 THE STATE OF Social Media in Financial Services The Social Marketer vs. the Social Enterprise Social media in financial institutions is in transition. Although social media is largely perceived
More informationMoving Your Contact Center to the Cloud
CHANNEL PARTNERS September 2014 US$7.00 E X P E R T S E R I E S Moving Your Contact Center to the Cloud CLOUD & COMMUNICATIONS Moving Your Contact Center to the Cloud There is no more important tool in
More informationExperience the power of 'One'
Fujitsu Market Place Experience the power of 'One' Integrated omni-channel retailing is now a reality. One customer view. One customer experience. One interface. One FUJITSU Market Place. Open up new retail
More informationBuilding Customer Intimacy with Cisco Omnichannel Contact Center Solutions
Building Customer Intimacy with Cisco Omnichannel Contact Center Solutions Mathew Varghese Chief Technology Officer Contact Center Asia Pacific-Japan & China 29 th April 2014 Omnichannel Defined Omnichannel
More informationThe Digital Utility. Point of View
Point of View Going digital to transform how utilities serve customers and empower employees is a huge challenge and opportunity. Today s utility providers are challenged to find new avenues for growth
More informationMessaging done right.
done right. 4 customer service messaging best practices for seamless omni-channel engagement. 1 Table of contents 1 Mobile phone users to pass the five billion mark by 2019 / p2 More mobile phones, more
More information2016 Ventana Research
1 2016 Ventana Research CX Best Practices Richard Snow Vice President & Research Director 28 th September 2016 2 2016 Ventana Research Introduction Share with you some of the results from my recent benchmark
More informationThe Saleforce.com ROI Paradox The Critical Go-Live Juncture: Will you Deepen or Destroy your ROI?
The Saleforce.com ROI Paradox The Critical Go-Live Juncture: Will you Deepen or Destroy your ROI? the salesforce roi paradox EXECUTIVE SUMMARY Most companies implement cloud solutions with an enterprise
More informationSERIES DRIVING GROWTH. WITH VoC. GENERATE GROWTH WITH VoC STRATEGIES
to SERIES GROWTH DRIVING WITH VoC GENERATE GROWTH WITH VoC STRATEGIES to SERIES B-TO-B CUSTOMER STRATEGIES Not all companies are alike, and most organizations can t identify with the strategies of large,
More informationHKT s Digital Transformation Journey
HKT s Digital Transformation Journey Peter Lam Managing Director Engineering, HKT 15 May 2017 Current Business Challenges Instant Provision Self Apps OTT IOT Partnership New VAS Solution-based Cloud New
More information2016 North American End User Computing Visionary Innovation Leadership Award
2016 North American End User Computing Visionary Innovation Leadership Award 2016 2016 NORTH AMERICAN END USER COMPUTING VISIONARY INNOVATION LEADERSHIP AWARD Contents Background and Company Performance...
More informationSecrets of the Masters: The Business Development Guide for Lawyers DAVID H. FREEMAN, J.D.
Secrets of the Masters: The Business Development Guide for Lawyers DAVID H. FREEMAN, J.D. PUBLISHED BY IN ASSOCIATION WITH Contents Executive summary... V About the author...ix Acknowledgements...XI Chapter
More informationTransform your omni-channel contact center into a strategic business asset that improves performance through predictive analytics.
PRODUCT OVERVIEW BRIEF BroadSoft CC-One Transform your omni-channel contact center into a strategic business asset that improves performance through predictive analytics. While operational efficiency will
More informationWhite Paper. Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support Experiences and Outcomes
White Paper Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support Experiences and Outcomes May 2015 Sykes Enterprises, Incorporated l www.sykes.com
More informationCompeting for growth. Creating a customer-centric, connected enterprise. KPMG Customer Advisory. kpmg.com/customer
Competing for growth Creating a customer-centric, connected enterprise KPMG Customer Advisory kpmg.com/customer Contents Introduction 02 How can you stay ahead of rising customer expectations? 04 Becoming
More information2017 North American Physical Security Intelligence Solutions Company of the Year Award
2017 North American Physical Security Intelligence Solutions Company of the Year Award 2017 NORTH AMERICAN PHYSICAL SECURITY INTELLIGENCE SOLUTIONS COMPANY OF THE YEAR AWARD Contents Background and Company
More informationOdigo for Utilities. Digital Contact Center Solution
Odigo for Utilities Digital Contact Center Solution The information contained in this document is proprietary. 2014 Capgemini. All rights reserved. Rightshore is a trademark belonging to Capgemini. UTILITIES
More informationHealth Spectrum Pharmacy Services succeeds in a fast-growing market with a range of pharmacy management solutions.
Health Spectrum Pharmacy Services succeeds in a fast-growing market with a range of pharmacy management solutions. Health Spectrum Pharmacy Services is a hospitalbased outpatient retail pharmacy with four
More informationChad Hendren Director, Solution Innovation. Eliminate Customer Frustration Across ALL Channels
Chad Hendren Director, Solution Innovation Eliminate Customer Frustration Across ALL Channels AGENDA Today s Focus: Live Demo of How to Create Engaging, Omni-Channel App Industry-wide Challenges Delivering
More informationCustomer Care Services
Customer Care Services Traditional Technology ISDN, ADSL, DNIS, PSTN, PBX, IVR, ACD, SBR, Predictive Dialer, CTI. Web-Based Technology - E-Mail, Live Chat, Co-Browsing, VoIP, Call-Back with Collaboration.
More informationELITE ADVISOR. Lead Generation. 12 months of marketing activities
2016 ELITE ADVISOR Lead Generation R O A D M A P 12 months of marketing activities 2016 ELITE ADVISOR Lead Generation Roadmap This lead generation roadmap provides a year-long schedule of activities that
More informationCONSUMERS ARE DRIVING DIGITAL DISRUPTION, AND THEY WANT MORE ACCENTURE LIFE INSURANCE & ANNUITY PLATFORM (ALIP) NEW BUSINESS AND UNDERWRITING
CONSUMERS ARE DRIVING DIGITAL DISRUPTION, AND THEY WANT MORE ACCENTURE LIFE INSURANCE & ANNUITY PLATFORM (ALIP) NEW BUSINESS AND UNDERWRITING CONSUMERS ARE DRIVING DIGITAL DISRUPTION, AND THEY WANT MORE
More informationA UNIFIED VIEW OF THE CUSTOMER THE KEY TO CROSS-CHANNEL MARKETING
A UNIFIED VIEW OF THE CUSTOMER THE KEY TO CROSS-CHANNEL MARKETING INTRODUCTION For many marketers, the idea of getting a truly panoramic view of the customer sounds dreamy: actually being able to understand
More informationSMALL BUSINESS BANKING: A $56.9 BILLION OPPORTUNITY FOR THE TAKING
SMALL BUSINESS BANKING: A $56.9 BILLION OPPORTUNITY FOR THE TAKING EXECUTIVE SUMMARY Small businesses are the hottest under-served market segment, offering outstanding revenue potential for financial institutions.
More informationCREATING THE SOCIAL ENTERPRISE
CREATING THE SOCIAL ENTERPRISE Engagement with the customer today isn t just pouring a message down on their head and hoping they get wet. It really is understanding that you must be present in a conversation
More informationCONTENTS OUR ACCREDITATIONS. PCI Pal is a suite of solutions. designed to descope your payment. environment from the requirements
PCI Pal is a suite of solutions designed to descope your payment environment from the requirements of PCI DSS developed for contact centers by contact center people. CONTENTS About PCI Pal 2 Agent Assist
More information2017 Global Hybrid Unified Communications Architecture Competitive Strategy Innovation and Leadership Award
2017 Global Hybrid Unified Communications Architecture Competitive Strategy Innovation and Leadership Award Contents Background and Company Performance Industry Challenges... 3 Strategy Innovation and
More informationTransforming customer experiences through cognitive commerce
Transforming customer experiences through cognitive commerce Evolution in commerce technology presents a significant opportunity to a wide variety of B2B and B2C industries. Future-ready enterprises are
More informationAccount Retention and New Customer Acquisition: The Total Management Process
Account Retention and New Customer Acquisition: The Total Management Process In today s ultra competitive marketplace, seemingly everyone is chasing your customer and new ones are hard to find. Maximizing
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More information2 MOMENTS THAT MATTER COPYRIGHT 2017 ACCENTURE. ALL RIGHTS RESERVED.
There are many important moments during a customer s tenure with a brand. Customers are continuously considering and evaluating which new and latest services and products are best suited for themselves
More informationState of Customer Service Experience 2017
The Northridge Group s State of Customer Service Experience 2017 New data reveals insights on delivering a seamless omni-channel customer experience and how service impacts cost, complexity and customer
More informationFIRM OF THE FUTURE. Is Your Practice a Firm of the Future? Become a Trusted Advisor. Online
Become a Trusted Advisor Online Is Your Practice a Firm of the Future? 01 Is Your Practice a Firm of the Future? Abraham Lincoln said, The best way to predict the future is to create it. Who knew just
More informationHyper automation: Writing the future of content-centric processes. connected customer experience
Hyper automation: Writing the future of content-centric processes connected customer experience A perceptive forecast made by an analyst recently is that by 2018, 20% of business content will be authored
More information