The Bottom Line of Better Call Experiences
12/12/2018 12:14:34 PM
In our increasingly digital world, phone calls provide rare moments of human connection with customers. But the scourge of robocalls and call fraud has compromised this key communication channel. Neustar's Branded Contact Management solutions help improve outbound call engagement and bottom line results.
Customer Engagement and the Call Experience
12/12/2018 12:11:12 PM
The rise in robocalling and call fraud has impacted consumers, businesses and customer engagement. Forrester’s Kate Leggett was a recent guest speaker in our webinar and we sat down with her to answer questions on the importance of delivering great experiences to your customers over the voice channel.
Gartner Report: How to Select Live Chat Applications for Customer Engagement
10/2/2018 3:15:36 PM
Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales.
The truth is, with the right app, there’s so much more you could be getting from your live chat investments beyond lowering service costs.
Read “How to Select Live Chat Applications for Customer Engagement” to discover the six steps Gartner recommends for selecting a live chat app, and learn why we believe it’s so important to:
• Understand the many use cases for live chat in your organization—and why you need both reactive and proactive chat
• Identify all the customer engagement and knowledge management systems live chat should integrate with
• Integrate live chat with other engagement channels, including virtual assistants and messaging, to see even bigger benefits
• Make live chat an integral part of your long-term customer engagement strategy
The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat
10/2/2018 2:58:57 PM
Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.
On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact center. But, the best experiences—the most satisfying, personalized and efficient ones—are delivered through a combination of self-service and human-assistance.
Download this guide to learn why forward-thinking organizations are increasingly opting for an integrated strategy, where live chat and virtual assistants work together seamlessly, and the results they’re achieving:
• A global airline achieved an 80% first contact resolution rate
• A major cruise line realized a $16M increase in revenue
• A global shipping and delivery company handled 50% of inquiries without human intervention
If you’re considering adopting live chat or a virtual assistant, read these case studies to see the benefits you could reap—and why the technologies work better together.
Forrester Report: The Top 10 Chatbots for Enterprise Customer Service
10/2/2018 2:56:58 PM
Customers love to self-serve—in fact, 44 percent of US consumers prefer interacting with chatbots over humans for customer service. As enterprises, governments and other organizations look to add chatbots and virtual assistants, vendors have been scrambling to meet demand—yet most don’t seem to meet expectations for brands or users.
Download Forrester’s new research report “The Top 10 Chatbots For Enterprise Customer Service” to see which ones are truly capable of providing the firepower needed for a genuine enterprise deployment.
• What’s driving the intense demand for enterprise-grade chatbots for customer service
• The methodology behind Forrester’s assessment, and the critical evaluation criteria to consider
• Why Forrester named Nuance’s intelligent virtual assistant the top solution
This report is a must-read if you’re serious about delivering the kind of virtual assistant experience that wows customers—boosting your brand reputation and bottom line in the process.
3 High-Impact Use Cases For Contact Center Analytics
10/2/2018 2:39:48 PM
Considering that across industries, reports show that superior customer experience correlates to faster revenue growth, your entire contact center strategy should be designed to deliver an ever-improving customer experience. What makes your customers feel appreciated and valued? What processes could annoy or frustrate them? How can you turn superior experience into revenue?
The answers to these questions lie in the constant influx of new data generated each day by your customers, and analytics holds the key to your ability to gaining visibility into the data and the opportunities they create. With data analytics, you will be able to understand what drives satisfying customer experiences in your contact center and how you can improve your processes to exceed customer expectations.
Reduce Compliance Risk With Interaction Analytics
10/2/2018 2:37:58 PM
Today’s customer service expectations are more complex than ever before, requiring omnichannel experiences, personalization, contextual continuity, and speed. As if that’s not hard enough, contact centers also have to comply with often complicated or vague regulatory requirements that can make it harder to meet client needs without increasing compliance risk.
Interaction analytics can help. By leveraging these technologies, contact centers can add protections to reduce the risk of compliance violations , protecting both agents and businesses without compromising customer experience
Colocation for Financial Services: Turning Obstacles into Opportunities
10/2/2018 2:26:23 PM
Advanced technology is no longer just a means for financial services companies to differentiate themselves. Today, it’s necessary just to stay operational. It’s not surprising then, that financial services companies place a higher priority on digital transformation than any other industry. This eBook explores how companies like trading platforms, lenders, payment processors, asset managers, credit-card companies, insurance agencies, investment banks, and many others, can enable digital transformation without creating new risk factors or compliance challenges.
Beyond Data and Graphs: Putting Analytics to Work in the Contact Center
8/28/2018 1:41:38 PM
The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on the findings.
Read this Frost & Sullivan white paper to learn how a best-in-class analytics solution can transform oceans of interaction data into actionable insights to help you enhance the customer experience, boost agent performance, improve fraud detection and better manage risk and compliance.
Download the white paper to learn:
- Why 50% of organizations fail at turning customer data into actionable insights
- Key characteristics to look for in an analytics solution
- Top analytics use cases that deliver the most business value
High Performance, Real-time Data Architecture for the Internet of Things
8/28/2018 1:24:32 PM
Over the last decade, Internet of Things (IoT) adoption has exploded. Today there are more connected
devices than people. These devices range from smart phones and wearables, to connected vehicles, to
industrial equipment, and more. By 2020, Gartner expects the IoT to have over 20 billion connected things,
a conservative estimate compared to other analysts.
The information generated by billions of connected devices requires an enormous amount of real-time
processing and storage. Some connected cars now upload 25GB of data per hour. A connected airplane
can generate a petabyte a flight. But to realize the benefits of IoT, you need to decide which use cases to
tackle first. You also need to choose the right architecture and set of technologies that can process large
data streams, identify important events and react in real-time.
Many companies who have succeeded with IoT have solved their challenges around speed, scalability and
real-time analytics with in-memory computing. Across these deployments some common architectural
patterns have emerged. This whitepaper explains some of the most common use cases and challenges;
the common technology components, including in-memory computing technologies; and how they fit into
an IoT architecture. It also explains how Apache® Ignite™ (Ignite) and GridGain® are used for IoT.