IT'S ALL ABOUT THE CUSTOMER customer-experience-icon

For perhaps the first time in history, consumers are driving technology trends. This is due in part by the Millennial generation, but also by the rate at which technology is available, easy to use, and adopted by a wide variety of customer profiles. The industry has labeled this the “Digital Transformation.” However, the meaning of this phrase varies. Technology is advancing and providing better access to information through completely or partially automated means. For ConvergeOne, transformation is the adoption moving toward the demand of these technologies.

The use of artificial intelligence is showing up as BOTs today (a web robot that automates tasks). Pundits have predicted that in just a few short years, more than 85% of all interactions will be handled in this manner. Even if this number fluctuates, artificial intelligence will surely be used more than it is today.

Is your company ready to support this transformation or movement to automation? There are a variety of ways that technology can prepare you, and ConvergeOne offers unparalleled expertise in each of these areas. Let’s explore the future that is coming our way. Click below to learn more.

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THE ROAD TO INTELLIGENT DIGITAL CUSTOMER EXPERIENCE

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Analytics + Reporting

Analytics + Reporting

How are customers contacting you now? How many times have they called? Is it more important to know how long they have been on the phone, or how satisfied they are with your service? New modes of communication allow for new metrics to understand your customer’s journey. With analytics and advanced reporting you have much more data available to start asking different questions about how your customers are being treated, and more importantly, how happy they are with your service. LEARN MORE

Desktop

Nothing is more frustrating for a customer than going through an automated interactive voice response (IVR) system only to be asked the exact same questions when they reach an agent. With today’s modern contact center solutions, we can bring new technologies and integrations to your agents, as well as supervisors, to provide both a better experience for them, and your customers. LEARN MORE

IVR, Self-services + Advanced Routing

“Press 1 for sales, press 2 for marketing…” is a thing of the past. No one wants to navigate through endless menus only to sit in line forever only to end up with the wrong agent. Today’s modern IVR applications can help to identify customers and customize how they get their answers as fast as possible – sometimes even without ever talking to an agent. It can also assist in creating new ways to prepare customers so they know what to expect; you can allow customers to opt for a call back, or serve themselves, or a host of other options. LEARN MORE

Omnichannel Communications

Omnichannel communications allows you the ability to create a seamless experience for your customers as well as a way to report about all the modes customers are using in common reports. How many times have they emailed you? Did they call you first? Have they posted anything on social media about their experience? Without omnichannel, there is no ability to track customer journeys. LEARN MORE

Remote Agent

Working from home. Working from the road. Working from wherever. It’s not really important where the work gets done, only that it does get done. With modern communications systems we can establish a working environment wherever your employees feel most comfortable. LEARN MORE

Social Media

Many of the younger generation are bypassing traditional contact centers all together and turning directly to social media for resolutions, simply assuming that the company they’re addressing is listening. You don’t want to be the one who isn’t. Quick resolutions lead to positive feedback that show your customers you take their feedback very seriously. Conversely, ignoring your customers could turn into a potential viral nightmare. LEARN MORE

Cloud Connectors + Integration Software

Thanks to the cloud, your applications can be more powerful than ever. And with integration software for Salesforce.com and Oracle Service Cloud your call center employees can be more productive than ever, while providing a more customized and streamlined experience for your customers. LEARN MORE

Workforce Optimization + Quality Monitoring

Workforce Optimization (WFO) has evolved with new algorithms and tools to get more input, which allows contact centers to schedule not just the right amount of agents, but the right agents to begin with. Whether it is performance based scheduling or retention targets, WFO is a needed tool to ensure the agent workforce is working for you.

As for monitoring, whether it is for quality or compliance, the ability to hear exactly what is going on between agents and customers is a common necessity for most contact center managers. And simply recording calls, and then listening to them later, is not enough. The ability to score samples and give feedback to agents for training is just the first step. In addition, there are more options to search for keywords in conversations, real-time monitoring and analytics on the recordings that can identify trends or changes to how your agents interact with your customers. LEARN MORE

 

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