Make it Personal with C1 Conversations

This article originally appeared in Security Magazine.

Believe it or not, composable architecture is a concept that’s been around for a while. There are many articles dating back to 1998 (and possibly beyond) which touch on the merits of taking this approach to designing a reliable and secure network. However, it has become all the rage in recent times due to the unpredictability brought by COVID as well as Gartner’s recommendation that organizations strive for composability. The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience.

This week at Cisco’s annual partner conference, Cisco recognized ConvergeOne with a Global Award for Customer Experience Partner of the Year for rising to market shifts and demonstrating transformative thought leadership that ensures the highest level of customer success, expertise, and dedication as customers transition to subscription and XaaS buying models.

Salelytics is a leading provider of inside sales and multi-channel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.

Customers want to be more than a number. They want companies to quickly recognize who they are, anticipate what they want, and solve their problems quickly. And they want this recognition to extend across any interaction they have with a business—whether it’s phone, email, chat, SMS, or social media.

2020 raised the bar on customer experience across the board. Most people spent more time at home using more devices connected for more time, driving up both costs and awareness. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. From an internal operations perspective, many agents went remote, supported by cloud infrastructure and AI.

Modernization: The concept isn’t new, but the form factor may be. This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Modernization has taken many shapes over the past 20 years because of the technologies that are available at any given time.

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for its operating system environment. At the same time, its premises-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with its general commitment to cloud migration.

Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Whether someone has been ill, needed checkups, or is now getting vaccinated, it has or will touch all of us.

Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction. Robotic Process Automation (RPA) is built to handle tasks that are slowing down your employees, as well as ones that are just very boring for them to do. A trusted partner can help you figure out where automation can add to the efficiency and effectiveness of your Contact Center or Back Office.