ADAPT TO THE NEW MULTICHANNEL WORLD

Size: px
Start display at page:

Download "ADAPT TO THE NEW MULTICHANNEL WORLD"

Transcription

1 Helping financial services contact centers ADAPT TO THE NEW MULTICHANNEL WORLD The contact center is no longer the first channel of choice for customers seeking support. BASED ON RESEARCH FROM

2 Giving financial institutions the tools to REDEFINE CONTACT CENTER SERVICE The contact center or customer interaction center is evolving to support multiple customer interaction channels. To avoid customer frustration, contact center agents are under great pressure to understand every step of a customer s multichannel journey and use that information to deliver effective issue resolution the first time. Technologies such as unified communications, improved speech recognition software, digital marketing, and voice over IP provide a unified customer view and greater insight into a client s interactions and history. This helps agents to more easily service all channels and improve sales outcomes making the contact center a more proactive force for the institution. CEB, a leading member-based advisory company, equips more than 10,000 organizations around the globe with insights, tools, and actionable solutions to transform enterprise performance. In this paper, CEB discusses how customers today view the contact center and how financial services institutions are using technology to help transform the contact center from an internal cost center into a hub for channel alignment and revenue generation. The following white paper, sponsored by Verizon, is CEB s unaltered study in its entirety, Redefining Service in the Contact Center.

3 CEB TOWERGROUP REDEFINING SERVICE IN THE CONTACT CENTER The availability of multiple channels for customer interaction has resulted in a corresponding shift in customer preference. Customers now choose to use the contact center almost exclusively for customer support with an existing problem rather than for education on or purchase of a new product. While the contact center has traditionally played a key role in providing support to customers, the increase in channel volume requires a new level of cohesion between channels. To effectively serve customers, contact center agents must fully understand the interaction experience in other channels as well as the historic experience of an individual customer. Institutions are leveraging new technology to empower the contact center agent. UNDERSTANDING THE MULTICHANNEL CHALLENGE Customer Preference for Contact Center Channel by Interaction Percentage of Global Retail Banking Respondents, % Receive customer support with a problem/issue 8% 9% 8% Learn about products and services Use or access products and services n = 699 Source: CEB 2013 Technology Adoption & Investment Survey Make purchases of new products or services The contact center is no longer the first channel of choice for customers seeking support. CEB finds that only 42% of customers choose the phone as their first channel of contact compared to 58% choosing the website. Customers then call the contact center after they ve failed to resolve their issue online, now contacting an agent with two unresolved failures rather than one. Similarly, 36% of customers try to resolve issues concurrently online and through the contact center. The combined experience necessitates that an agent have a real-time view of the customers online interaction to provide strong issue resolution. As channel volumes expand, the complexity of customer service interactions will also increase. Financial services institutions (FSIs) are turning to technology to solve these challenges for contact center agents. In addition to replacing legacy systems, other solutions, like unified communications or customer relationship management systems, are finding new application within the contact center to provide a unified customer view and agent desktop. More than 80% of institutions will also invest in digital marketing support capabilities before Agent training is also shifting to encompass these new requirements. After providing agents a unified desktop view of channels, many FSIs are choosing to cross train agents to service multiple channels and products. With internal chat, secure messaging, and secure document vaults, agents are able to provide additional services, documentation, and connection to experts for customers. Executives Planning to Implement Contact Center Technology by 2015 Percentage of Global Retail Banking Respondents, % 77% 71% 69% Digital Marketing n = Source: CEB 2013 Technology Adoption & Investment Survey Customer Relationship Management (CRM) Unified Communications Interactive Voice Response (IVR) 2014 The Corporate Executive Board Company. 13

4 CEB TOWERGROUP KEY TECHNOLOGY ENHANCEMENTS FOR CONTACT CENTERS FSIs are shifting their view of the contact center from an internal cost center to an organizational hub for channel alignment and revenue generation. Technologies that provide a holistic view of the customer allow agents to easily service all channels, while capabilities like digital marketing and proactive chat can improve sales outcomes giving customers better offers and providing in the moment assistance to customers during the application process. UNIFIED COMMUNICATIONS One in two FSIs identify process improvement in the contact center as the major driver for their investment in unified communications (UC). UC connects communications from all channels serviced by the contact center into a single desktop for the agent. Agents see an immediate process benefit from having a single view of the customer s interactions during the service conversation. FSIs also benefit from a reduction in staff onboarding time from the simplified user interface, compared to learning multiple systems. FSIs may also see a decrease in the number of systems, IT staff, and infrastructure supporting the contact center providing long term cost reduction.. PROACTIVE COMMUNICATIONS Outbound communications continue to grow within the contact center. Newer technology enables proactive chat, , and social media messaging in addition to outbound dialing. Contact center agents can initiate chat in the moment the customer experiences the challenge in the online channel, speeding resolution and allowing the customer to stay in their channel of preference. NEXT GENERATION IVR & SPEECH RECOGNITION SOFTWARE Value Driver for Unified Communications Investment Percentage of Global Executives, % Process Improvement n = 38 Source: CEB 2013 Technology Adoption & Investment Survey 3% Financial Return 8% Maintainability 18% Competitive Advantage 21% Functionality FSIs are beginning to replace outdated legacy systems in the contact center, commonly starting with the IVR since it is the first technology touch point for inbound calls. New IVR technology incorporates improved speech recognition technology providing more detailed and flexible call routing reducing the number of internal transfers for customers. Speech recognition software can also provide an additional layer of voice authentication for client accounts, and can serve as a component of an out of band authentication strategy for an institution. NETWORK INFRASTRUCTURE Advanced network infrastructure, including high speed internet and advanced telephony capability, can fundamentally change workflow and improve efficiency within the contact center. Investment in new systems increases the type and amount of data available within the contact center. As FSIs turn to Voice over IP to reduce costs, high speed internet becomes a critical infrastructure component. Improvements to network infrastructure can speed information sharing and data management between systems, while also supporting multiple telephony options. DIGITAL MARKETING FSIs are rapidly investing in digital marketing capability to increase sales. Contact center agents must be able to quickly understand current digital offers in order to provide support customers with questions or interest in those messages The Corporate Executive Board Company. 24

5 As the customer service experience becomes multichannel and grows more complex, the benefits of technology become evident to your customers and your financial institution. To achieve those benefits, you need the best technology in a variety of areas. Our solutions can help you improve your contact center technology and succeed in a world of increasing cyber threats and intensifying competitive pressure. Don t settle for solutions that just meet challenges; get solutions that provide you with competitive advantages. With Verizon, you can learn to manage risk, understand your customers, and transform operations in ways that drive growth and increase performance. Improve the Customer Experience Drive Growth and Business Performance Platforms Manage Risk Omnichannel strategy Expansion and innovation Security Web/digital experiences Operational efficiency Compliance Customer intelligence Workforce productivity Operational continuity Intelligent Networking Advanced Communications Cloud M2M Mobility Security Verizon Solutions: Managed Services Customer Interaction Solutions Secure Application Delivery Risk Monitoring and Management Digital Experience Optimization Operational Transformation Technology Compliance Customer Analytics Enablement Productivity and Collaboration Defense and Continuity Professional Services Verizon s expertise in Intelligent Networking, Cloud, Security, M2M, and Mobility, plus our Managed Services and Professional Services, allow us to offer solutions to address customer needs in these important areas. SOLUTIONS FOR BUSINESS AROUND THE WORLD Verizon is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government, and wholesale customers. We manage and protect systems for many of the strategically important financial institutions around the globe firms whose collapse would pose a serious risk to the global economy. We build, manage, and deliver an integrated suite of global technologies that help enterprises implement and accelerate their business strategies. We re a trusted partner to many of the world s largest companies nearly all Fortune 500 companies use Verizon technology and services. Find out more about our innovative solutions and how we can help you transform your contact center. Visit verizonenterprise.com/industry/finance/ or speak with an account representative today. CEB, a leading member-based advisory company, equips more than 10,000 organizations around the globe with insights, tools, and actionable solutions to transform enterprise performance. By combining advanced research and analytics with best practices from member companies, CEB helps leaders realize outsized returns by more effectively managing talent, information, customers, and risk. Member companies include approximately 85 percent of the Fortune 500, half the Dow Jones Asian Titans, and nearly 85 percent of the FTSE 100. More information is available at cebglobal.com

6 verizonenterprise.com 2015 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. WP /15

Best practices for deploying a modern, predictive IVR system

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 information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ 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 information

Alcatel-Lucent OmniGenesys TM Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys TM Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys TM Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro,

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Contact Center Integrations Portfolio. Innovation Collaboration Evolution Results

Contact Center Integrations Portfolio. Innovation Collaboration Evolution Results Avaya CISCO Genesys Microsoft Contact Center Integrations Portfolio Innovation Collaboration Evolution Results SOFTEL Communications Complete Contact Center Integrations Portfolio Contact center solutions

More information

IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment

IDC 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 information

Noble Enterprise. Unifi ed Contact Center Management

Noble Enterprise. Unifi ed Contact Center Management Noble Enterprise Unifi ed Contact Center Management The Noble Enterprise Solution suite is a unified, single-source Customer Contact Management solution for today s advanced enterprise environments. Noble

More information

MITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM

MITEL 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 information

OMNICHANNEL PLAYBOOK

OMNICHANNEL PLAYBOOK THE OMNICHANNEL PLAYBOOK for 2016 OpenMethods. All Rights Reserved. All third-party trademarks are the property of their respective owners. Oracle Service Cloud is a powerful platform, which Forrester

More information

Delight your customers. Optimizing customer experience in financial services.

Delight your customers. Optimizing customer experience in financial services. Delight your customers. Optimizing customer experience in financial services. The finance industry ecosystem Nontraditional competitors Cloud Loss of loyalty and demographic changes Mobile, online and

More information

Odigo for Utilities. Digital Contact Center Solution

Odigo 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 information

Customer Care Services

Customer 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 information

SERVICE CLOUD. The Nine Steps on the Journey to Becoming a Modern Service Organization

SERVICE CLOUD. The Nine Steps on the Journey to Becoming a Modern Service Organization SERVICE CLOUD The Nine Steps on the Journey to Becoming a Modern Service Organization The greatest challenge for customer service and support organizations today is making sure that they can see and serve

More information

IBM Global Services January Paving the way for business innovation with integrated business communications solutions.

IBM Global Services January Paving the way for business innovation with integrated business communications solutions. IBM Global Services January 2007 Paving the way for business innovation with integrated business communications solutions. Page 2 Contents 2 Introduction 2 What are integrated business communications solutions?

More information

About Vodafone. Vodafone s Challenges

About Vodafone. Vodafone s Challenges www.collab.com About Vodafone Vodafone Group is worldwide market leader in mobile telecommunications, with 446 million customers, mobile operations in 26 countries and fixed broadband operations in 17

More information

RE-IMAGINE YOUR PHONE SYSTEM: Move to the Cloud in 5 Easy Steps

RE-IMAGINE YOUR PHONE SYSTEM: Move to the Cloud in 5 Easy Steps RE-IMAGINE YOUR PHONE SYSTEM: Move to the Cloud in 5 Easy Steps Getting tired of trying to stitch together a legacy phone system with your evolving business requirements? You re not alone. Say goodbye

More information

CUSTOMER SERVICE MANAGEMENT CUSTOMER SERVICE SCRIPTS SUPERVISION IVR, CHAT, , VOICE, SMS COMPLAINT MANAGEMENT CAMPAIGNS OMNICHANNEL CRM

CUSTOMER SERVICE MANAGEMENT CUSTOMER SERVICE SCRIPTS SUPERVISION IVR, CHAT,  , VOICE, SMS COMPLAINT MANAGEMENT CAMPAIGNS OMNICHANNEL CRM ebankit 2014 The Contact Center Solution makes it possible for the Bank to have a totally integrated solution with its banking core/back ends and support applications such as CRM, Complaint Management,

More information

Leveraging Robots for the Customer Journey

Leveraging Robots for the Customer Journey Leveraging Robots for the Customer Journey How many customer service representatives (CSRs) does your organization have? 33.33% 28.21% 7.69% 14.10% 16.67% How many applications do you currently have running

More information

CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved.

CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved. CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics TABLE OF CONTENTS The Challenge... 3 NICE CEA from IVRO to CJO... 4 IVRO Deployment... 4 CJO Deployment...

More information

Best Practices for Contact Center Optimization How Much Is An Agent s Minute Worth?

Best Practices for Contact Center Optimization How Much Is An Agent s Minute Worth? Best Practices for Contact Center Optimization How Much Is An Agent s Minute Worth? White Paper How Much is an Agent s Minute Worth? What factors are causing agent downtime in your contact center? Dialer

More information

A Quick Guide to Modernizing Customer Service

A Quick Guide to Modernizing Customer Service A Quick Guide to Modernizing Customer Service Go Above and Beyond Customer Relationship Management (CRM) According to a Forrester survey, 80% of businesses believe they deliver a superior customer experience.

More information

Customer Engagement Optimization. A guide to solutions from Verint

Customer Engagement Optimization. A guide to solutions from Verint Customer Engagement Optimization A guide to solutions from Verint Seriously smart organizations are poised for competitive advantage. Are you? As consumer expectations continue to grow, customer centricity

More information

Customer service delivered with Optus Contact Centre as a Service (CCaaS)

Customer 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 information

Enterprise Uses of Speech Analytics

Enterprise Uses of Speech Analytics Enterprise Uses of Speech Analytics May 2017 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Using Speech Analytics to Improve the Customer Journey... 1 Contributions of Speech/Text Analytics...

More information

INTELLIGENT DIGITAL AUTOMATION PLATFORM

INTELLIGENT 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 information

NEXT-GENERATION CUSTOMER EXPERIENCES IN THE CLOUD

NEXT-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 information

THE NEW HYPER-CONNECTED ENTERPRISE. Improve collaboration. Enhance customer experiences. Streamline business processes.

THE NEW HYPER-CONNECTED ENTERPRISE. Improve collaboration. Enhance customer experiences. Streamline business processes. THE NEW HYPER-CONNECTED ENTERPRISE Improve collaboration. Enhance customer experiences. Streamline business processes. Oracle Communications portfolio of open enterprise-class communications solutions

More information

Utilizing Predictive Technologies to Enhance the Customer Experience

Utilizing 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 information

Business Enabled Applications & Infrastructure

Business Enabled Applications & Infrastructure Business Enabled Applications & Infrastructure Inter-Tel Applications Drive your business performance Inter-Tel boasts an extensive offering of applications built for business, ensuring enhanced productivity

More information

ebook 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 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 information

Digital crisis or redemption - The uncomfortable truth

Digital 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 information

Power your communications with IBM and Avaya

Power your communications with IBM and Avaya Power your communications with IBM and Avaya How can you gain new business and build on existing customer relationships and reduce costs at the same time? The answer lies in exploring advanced business

More information

The Contact Center Performance Company WHITE PAPER

The Contact Center Performance Company WHITE PAPER Global Routing and Contact Center Management Modernizing the behavior of legacy systems for today s distributed, outsourced contact centers with the cloud and analytics Arnab Mishra, VP Products Global

More information

Social Networking Advisory Services

Social Networking Advisory Services Social Networking Advisory Services HIGHLIGHTS Connect your workforce with a Yammer internal social network to break down traditional organizational and geographical barriers, improve communication, increase

More information

Driving digital transformation with the right balance between Artificial Intelligence and Human Interaction

Driving digital transformation with the right balance between Artificial Intelligence and Human Interaction Driving digital transformation with the right balance between Artificial Intelligence and Human Interaction Collab was founded with a clear strategy: disruptive innovation in enterprise grade contact centers,

More information

Top 35 Reasons You Need Contact Center Performance Management

Top 35 Reasons You Need Contact Center Performance Management Top 35 Reasons You Need Contact Center Performance Management February 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Real-Time and Historical CCPM... 1 Top Reasons to

More information

Five-Star End-User Experiences Require Unified Digital Experience Management

Five-Star End-User Experiences Require Unified Digital Experience Management White Paper Five-Star End-User Experiences Require Unified Digital Experience Management Why traditional network and application performance management needs to evolve to support today s digital enterprise.

More information

Microsoft Services. Transform your digital security strategy to 04mitigate business risk

Microsoft Services. Transform your digital security strategy to 04mitigate business risk Microsoft Services Transform your digital security strategy to 04mitigate business risk Technology is omnipresent, and this access to digital services is playing an increasing role in everything we do

More information

CONTACT CENTER CAPABILITIES SELF-ASSESSMENT RESULTS

CONTACT 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 information

Infor CloudSuite HCM. Talent drives business. How do I modernize HCM?

Infor CloudSuite HCM. Talent drives business. How do I modernize HCM? HCM Solutions Infor CloudSuite HCM Talent drives business Since business runs on talent, growing companies like yours need human capital management solutions that work, and work well. As you grow, your

More information

Enabling Collaboration in Insurance

Enabling 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 information

The Digital Utility. Point of View

The 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 information

CONTENTS OUR ACCREDITATIONS. PCI Pal is a suite of solutions. designed to descope your payment. environment from the requirements

CONTENTS 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 information

Business Communications Transformation: Best-in-Class Communications Can Be a Competitive Advantage

Business Communications Transformation: Best-in-Class Communications Can Be a Competitive Advantage White Paper Business Communications Transformation: Best-in-Class Communications Can Be a Competitive Advantage Sponsored by: Vonage Amy Lind, Research Manager, Enterprise Voice and IP Communications Services

More information

Desktop call control with CRM, applications and business process integration

Desktop call control with CRM, applications and business process integration Desktop call control with CRM, applications and business process integration Save valuable time and improve customer experience CyDesk integrates all of your standard telephone controls and business data

More information

Elevate your organization. To reach the Cloud.

Elevate your organization. To reach the Cloud. Elevate your organization. To reach the Cloud. En route to Digital. Results from KPMG s Harvey Nash Survey. The Harvey Nash Survey 4,500 Responses 2 Decades $1-3trn IT budget 86 Countries 118 Government

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0 Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile

More information

The Internet of Things: Unlocking New Business Value. Let Oracle energize your business with IoT-enabled applications.

The Internet of Things: Unlocking New Business Value. Let Oracle energize your business with IoT-enabled applications. The Internet of Things: Unlocking New Business Value Let Oracle energize your business with IoT-enabled applications. Cloud technology is well suited to enable IoT, offering high degrees of agility, low

More information

Oracle Product Hub Cloud

Oracle Product Hub Cloud Oracle Product Hub Pre-Release Draft Subject to Change. Subject to Safe Harbor statement in Footnotes Oracle Product Hub is an enterprise-class product information management system, delivered via for

More information

We are living in the age of the customer. Today s

We 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 information

Building the Next Generation Contact Center. Session ID 20PT

Building the Next Generation Contact Center. Session ID 20PT Building the Next Generation Contact Center Session ID 20PT Business Requirement has evolved New Capabilities needed for Efficiency and Competitiveness Mobile Secure access to information and people from

More information

NETHAWK CALL CENTER SUITE

NETHAWK CALL CENTER SUITE NETHAWK CALL CENTER SUITE Our Services Inbound Call Center Outbound Call Center Tele Customer Care System Customer Service Systems 24/7 Assistive Services About Nethawk (Pvt) Limited incorporated in 2008,

More information

Oracle Service Cloud. New Feature Summary

Oracle Service Cloud. New Feature Summary Oracle Service Cloud New Feature Summary February 2017 TABLE OF CONTENTS REVISION HISTORY... 3 ORACLE SERVICE CLOUD FEBRUARY RELEASE OVERVIEW... 4 WEB CUSTOMER SERVICE... 4 Widget Inspector... 4 Community

More information

Microsoft Dynamics 365 and Columbus

Microsoft Dynamics 365 and Columbus Microsoft Dynamics 365 and Columbus Start your cloud journey Cloud services Cloud transformation series If you agree that modern cloud computing is a great way to benefit from innovative, powerful technology

More information

Best Practices for Implementing Contact Center Experiences

Best Practices for Implementing Contact Center Experiences Best Practices for Implementing Contact Center Experiences Oracle Service Cloud Agent Desktop O R A C L E B E S T P R A C T I C E P A P E R A U G U S T 2 0 1 6 Table of Contents Introduction 2 Understanding

More information

2016 Ventana Research

2016 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 information

GROW ENROLLMENT USING PROVEN STRATEGIES

GROW 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 information

Cisco Business Edition 6000 Delivers Simple, Affordable Collaboration

Cisco Business Edition 6000 Delivers Simple, Affordable Collaboration Solution Overview Cisco Business Edition 6000 Delivers Simple, Affordable Collaboration BENEFITS Provide end-to-end collaboration for every user with a right-sized, rightpriced solution that is ideal for

More information

POWER YOUR BUSINESS WITH PEOPLE POWER

POWER YOUR BUSINESS WITH PEOPLE POWER POWER YOUR BUSINESS WITH PEOPLE POWER Sage People Power your business with People Power 2 A powerful way to attract, retain and grow talent, at a lower cost and on a global scale The way we do business

More information

Building High-Quality and Complete Product Information

Building High-Quality and Complete Product Information Building High-Quality and Complete Product Information Using Best Practices and Technology Investments to Optimize Product Value WHITE PAPER Prepared for: Copyright Ventana Research 2017 Do Not Redistribute

More information

The CIO s Guide to Mobile Unified Communications

The CIO s Guide to Mobile Unified Communications Executive Overview The CIO s Guide to Mobile Unified Communications Unified Communications (UC) integrates multiple communications modalities and adds presence features to allow workers to communicate

More information

SUPPLY CHAIN THE TELSTRA BLUEPRINT

SUPPLY CHAIN THE TELSTRA BLUEPRINT SUPPLY CHAIN THE TELSTRA BLUEPRINT OPTIMISING SUPPLY CHAINS COST PRESSURES. COMPETITIVE THREATS. RISING CUSTOMER EXPECTATIONS. HOW CAN COMPANIES USE THEIR SUPPLY CHAINS TO GROW AND BE PROFITABLE IN TODAY

More information

Analytics: Laying the Foundation for Supply Chain Digital Transformation

Analytics: Laying the Foundation for Supply Chain Digital Transformation November 2017 Analytics: Laying the Foundation for Supply Chain Digital Transformation By Sanjiv Mahajan, Sandip Saha and Alfonso Macias As supply chain leaders set objectives and strategies for 2018 and

More information

evaluate UCaaS providers and ensure you make an informed decision

evaluate UCaaS providers and ensure you make an informed decision KEY QUESTIONS TO ASK When Evaluating UCaaS Providers Businesses today are increasingly turning to Unified Communications as a Service (UCaaS) to meet their cloud communications needs. But how do you know

More information

Unified Employee Desktop. Best Practice Guide

Unified Employee Desktop. Best Practice Guide Unified Employee Desktop Best Practice Guide Table of Contents Introduction... 3 1. Decide Where to Start... 4 2. Design Your Process... 4 3. Deploy Your Integration Strategy... 5 4. Use Contextual Knowledge

More information

IBM Customer Analytics Five best practices for understanding customer journeys

IBM Customer Analytics Five best practices for understanding customer journeys IBM Customer Analytics Five best practices for understanding customer journeys Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across

More information

What Customers Are Thinking

What 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 information

Infor Distribution SX.e

Infor Distribution SX.e Distribution Infor Distribution SX.e Deliver more With a constantly shifting business landscape and growing competition from e-tailors, you need to deliver more than what has been traditionally expected

More information

Geomant Contact Center. Andrew Leatherland and Kevin Ross

Geomant Contact Center. Andrew Leatherland and Kevin Ross Geomant Contact Center Andrew Leatherland and Kevin Ross Agenda Introductions Contact Centers and Common Uses How Contact Center's have evolved and why Why Lync in the Contact Center? Geomant Overview

More information

Investor Day Client-driven market approach. Doug McCuaig, EVP, Global Client Transformation Services. CGI Group Inc.

Investor Day Client-driven market approach. Doug McCuaig, EVP, Global Client Transformation Services. CGI Group Inc. Investor Day 2016 Client-driven market approach Doug McCuaig, EVP, Global Client Transformation Services CGI Group Inc. CGI s go to market strategy is client-centric Listening to our clients We listen

More information

The Multi-Channel Service Problem: Challenges, Testing, and Solutions

The Multi-Channel Service Problem: Challenges, Testing, and Solutions Dr. Gautham Pallapa (gpallapa@west.com) IS Manager Platform, Infrastructure, and Automation Group The Multi-Channel Service Problem: Challenges, Testing, and Solutions Prepared for College 1 of Copyright

More information

Customer Service in a Multi-Channel World 2. Table of Contents

Customer Service in a Multi-Channel World 2. Table of Contents Customer Service in a Multi-Channel World How to Profit from the Shift to Multi-Channel Customer Service August 2008 Customer Service in a Multi-Channel World 2 Table of Contents Executive Summary 3 It

More information

OPTIMIZING THE AGENT JOURNEY TO PERFECT THE CUSTOMER JOURNEY

OPTIMIZING 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 information

Partner Sales Playbook Atmosphere Cloud Communications

Partner Sales Playbook Atmosphere Cloud Communications Partner Sales Playbook Atmosphere Cloud Communications 1 Table of Contents Introduction Atmosphere Cloud Communications IntelePeer & Cisco partnership Features Pricing Why Atmosphere Cloud Communications?

More information

Collaborative Business Telephony

Collaborative Business Telephony Collaborative Business Telephony SIMPLIFIED COMMUNICATIONS With Diva Cloud Telecommunications WHAT IS DIVA CLOUD? Powered by prime Ericsson- LG technology, Diva Cloud is a feature-rich cloud telephony

More information

Reaching Customers Across Multiple Channels

Reaching 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 information

ProSupport Enterprise Suite. Support that accelerates your IT transformation

ProSupport Enterprise Suite. Support that accelerates your IT transformation ProSupport Enterprise Suite Support that accelerates your IT transformation 1 Comprehensive support for complex environments The enterprise landscape is changing rapidly, and the pressure to introduce

More information

MiCloud Enterprise Unified Communications As A Service with Virtual1 Network Connectivity

MiCloud Enterprise Unified Communications As A Service with Virtual1 Network Connectivity MiCloud Enterprise Unified Communications As A Service with Virtual1 Network Connectivity As the economic environment improves, more and more businesses are looking to grow without incurring significant

More information

Multichannel Service Interactions Meeting Your Customers Channel Expectations

Multichannel Service Interactions Meeting Your Customers Channel Expectations Multichannel Service Interactions Meeting Your Customers Channel Expectations Scott Seebauer Senior Director Product Management Oracle Service Cloud Monty Deckard Manager Business Applications Bass Pro

More information

Globalization of HR and How Digital Transformation can Help. In partnership with: HR.Payroll.Benefits.

Globalization of HR and How Digital Transformation can Help. In partnership with: HR.Payroll.Benefits. Globalization of HR and How Digital Transformation can Help In partnership with: HR.Payroll.Benefits. 2 Globalization of HR and How Digital Transformation can Help Globalization of HR and How Digital Transformation

More information

MiContact Center Business

MiContact Center Business MiContact Center Business For the MiVoice Business Platform Today s customer has changed have you? One-third of the population is comprised of millennials, and there are now almost as many mobile phones

More information

Advisory & Client Services

Advisory & Client Services Advisory & Client Services BlackRock was founded by eight entrepreneurs who wanted to start a very different company. One that combined the best of a financial leader and a technology pioneer. And one

More information

Data Governance. Data Discovery.

Data Governance. Data Discovery. Data Governance. Data Discovery. We work across teams to help organizations solve legal and regulatory challenges, starting at the source. Forensic Investigations FOR LEGAL TEAMS E-discovery Trial & deposition

More information

MiCloud Engage Contact Center

MiCloud Engage Contact Center MiCloud Engage Contact Center Deliver exceptional customer experiences Key Features Instant Provisioning Advanced Flow Designer Intelligent Multi-Channel Routing Real-Time & Historical Reporting Custom

More information

SAP Hybris Solution Brief for Wholesale Distribution

SAP Hybris Solution Brief for Wholesale Distribution SAP Hybris Solution Brief for Wholesale Distribution Today s competitive markets demand that Wholesale Distributors evolve faster, become more efficient, and provide memorable customer experiences. For

More information

Avaya Interaction Center

Avaya Interaction Center Avaya Interaction Center Overview Exceeding customer expectations for personalized service across all channels phone, video, email, web, SMS, and social media is no longer an afterthought. For many companies

More information

GROW YOUR BUSINESS WITH THE VOCUS BUSINESS PARTNER PROGRAM. WE ARE BUILT FOR BUSINESS. NATIONAL BUSINESS PARTNER PROGRAM DISCOUNTED ON-NET PRICING

GROW YOUR BUSINESS WITH THE VOCUS BUSINESS PARTNER PROGRAM. WE ARE BUILT FOR BUSINESS. NATIONAL BUSINESS PARTNER PROGRAM DISCOUNTED ON-NET PRICING GROW YOUR BUSINESS WITH THE VOCUS BUSINESS PARTNER PROGRAM. NINE REASONS TO PARTNER WITH VOCUS GENEROUS COMMISSIONS NATIONAL BUSINESS PARTNER PROGRAM DISCOUNTED ON-NET PRICING CO-MARKETING ACTIVITIES NATIONAL

More information

CX-E Meets Lync. Elevating the Enterprise Capabilities of Lync

CX-E Meets Lync. Elevating the Enterprise Capabilities of Lync CX-E Meets Lync Elevating the Enterprise Capabilities of Lync Making Lync Your PBX Replacement Are you thinking of deploying Lync as your next corporate PBX? Due to Microsoft s increasing presence in the

More information

Smart Considerations for Inbound and Outbound Contact Center Operations

Smart Considerations for Inbound and Outbound Contact Center Operations 2011 Blending in the Call Center: Benefits, Barriers and Breakthroughs Smart Considerations for Inbound and Outbound Contact Center Operations Sponsored by 1 Executive Summary In today s shifting economic

More information

Pega Customer Service

Pega Customer Service Pega Customer Service 7.21 PRODUCT OVERVIEW Copyright 2016 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved.

More information

Building Customer Intimacy with Cisco Omnichannel Contact Center Solutions

Building 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 information

EASY, PROFITABLE AND AWSOME

EASY, PROFITABLE AND AWSOME Multichannel Call & Contact Center EASY, PROFITABLE AND AWSOME Sell More Serve better Cloud Services Telemagic doubles your sales thanks to its own developed algorithms. We help you to automate all the

More information

TRENDS IN BUSINESS COMMUNICATIONS FOR 2017

TRENDS IN BUSINESS COMMUNICATIONS FOR 2017 TRENDS IN BUSINESS COMMUNICATIONS FOR 2017 For decades, technology has been the driving force behind changes in the way businesses communicate. And recent advances in cloud, mobile, and other technologies

More information

Hybrid Unified Communications

Hybrid Unified Communications 1 Hybrid Unified Communications The Alternative to Cloud VoIP and On Site / On Premises VoIP By Travis Dillard Introduction Cloud VoIP or On-site / Premises VoIP - which direction should you go in? Why

More information

E-BOOK. Automated Treasury Onboarding: Can you afford to wait?

E-BOOK. Automated Treasury Onboarding: Can you afford to wait? E-BOOK Automated Treasury Onboarding: Can you afford to wait? For years, the financial services industry has taken a conservative approach to transformation, particularly when it comes to streamlining

More information