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3 Ways to Break Through Barriers to Omnichannel Success

Published By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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ttec

CommVault Backup Appliances

Published By: Commvault     Published Date: Jul 06, 2016
Forget about the complex task of building your own solution. Commvault offers a portfolio of integrated backup appliances that allow you to go from power-up to backup in less than an hour. Each appliance combines Commvault’s industry-leading software with pre-configured and optimized hardware, including an option that uses NetApp’s category-leading NetApp E-Series storage system. To further simplify ordering and deployment, the appliances include a licensing option aligned to the usable storage capacity (e.g., 36TB of NetApp E-Series storage includes 36TB of Commvault back-end terabyte licensing). Or you can purchase the hardware separately and use it with Commvault’s traditional front-end terabyte capacity licensing. Either way, Commvault serves as the single point of contact for software and hardware support issues, and the installation wizard allows you to be up and running quickly regardless of the option you choose.
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commvault, backup appliances, netapp e-series, backup, industry leading software, netapp, turnkey solution, converged
    
Commvault

Unified Commerce - The Future of Payments For Merchants

Published By: Global Payments     Published Date: May 02, 2019
Doing business across borders presents a whole host of unfamiliar challenges to today’s merchant. As technological advancement and increasing globalization unlock international markets, it’s tempting to imagine that a business model successful in one region can simply be transplanted into another. Not so. The logistics of domestic and international transactions have changed, and so too have customer expectations and preferences. Customer and merchants pain points have transformed and multiplied. In this report, we explore some of the core challenges businesses today face in their quest to succeed in global commerce. We offer an overview of how unified commerce can both resolve these issues and offer new advantages and standards of best practice, enabling your business to meet the demands of tomorrow’s customer, no matter their location, preferred payment method, and mode of contact.
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unified commerce, global commerce, payment convenience, payment speed, global payments technology, retail, wechat pay, alipay
    
Global Payments

Expérience Client Connecté : Témoignages

Published By: Mitel     Published Date: Nov 08, 2018
Le consommateur d'aujourd'hui est en constante évolution. Toujours plus mobile, imprévisible et exigeant, ce nouveau consommateur a le monde à portée de main. De plus, devenu mobile, il crée et contrôle le contenu d'Internet. Avec le poids que donnent les plateformes sociales à tout consommateur, les premières impressions n'ont jamais été aussi importantes. La commodité et la flexibilité sont essentielles, au point que la meilleure expérience client est souvent celle qui comporte le moinsde contact avec le client.
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wireless communication, audio conferencing, communications systems, video conferencing, cloud-based unified communications, enterprise voice, unified messaging, collaboration portal
    
Mitel

IBM Multivendor Support strategy in 2 minutes

Published By: IBM     Published Date: Jul 07, 2015
IBM Integrated Multivendor Support provides lifecycle-based recommendations concerning what hardware should be kept on OEM maintenance, moved to IBM maintenance or replaced. We help you streamline multivendor support by serving as a single point of contact and accountability.
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multivendor, it environment, performance, software activities, virtualization, operating systems, networking, it management
    
IBM

Expérience client connecté: Témoignages

Published By: Mitel     Published Date: Apr 07, 2017
Le consommateur d'aujourd'hui est en constante évolution. Toujours plus mobile, imprévisible et exigeant, ce nouveau consommateur a le monde à portée de main. De plus, devenu mobile, il crée et contrôle le contenu d'Internet. Avec le poids que donnent les plateformes sociales à tout consommateur, les premières impressions n'ont jamais été aussi importantes. La commodité et la flexibilité sont essentielles, au point que la meilleure expérience client est souvent celle qui comporte le moins de contact avec le client.
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Mitel

Why Choose IBM as your technical support service provider

Published By: IBM     Published Date: Jun 16, 2015
This brochure talks about the IBM Technical Support Services and it helps: Mitigate business risk with services from a forward-thinking industry innovator, Enhance IT availability with a virtually unmatched global infrastructure, Support your unique needs with extensive, flexible and customizable service options, Facilitate easier access to the support you need, Reduce complexity with a single point of contact for nearly all your IT needs, and Facilitate a positive return on investment and performance results
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it technical support, it availability, support services, return on investment, performance results, global infrastructure, infrastructure management, best practices
    
IBM

SunGard Provides Expertise, 24/7 Availability, and Recovery Management for Florida Hospital

Published By: SunGard     Published Date: Aug 14, 2012
CHALLENGE: Florida Hospital performs recovery tests twice a year, recovering more than 100 applications. The healthcare organization needed a recovery strategy that improved communication and efficiency, managed a complex change control process, and that would keep staff at home during a disaster. SunGard Solution: With the Managed Recovery Program, SunGard is Florida Hospital's recovery team, ensuring recovery configurations keep pace with production changes, managing recovery test execution, and providing a single point of contact for the complete recovery program.
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sungard, expertise, management, florida, hospital, recovering, disaster, storage
    
SunGard

ContactBabel: The US Contact Center Decision-Makers' Guide: The Omnichannel Routing Chapter

Published By: Genesys     Published Date: Feb 21, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
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contactbabel, contact center, omnichannel, routing, customer experience
    
Genesys

ContactBabel: The US Contact Center Decision-Makers' Guide: The Omnichannel Routing Chapter

Published By: Genesys     Published Date: Jun 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. Learn how you can move beyond single interactions with true omnichannel routing: • Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency • Enable seamless transitions between digital self-service and live employee contact • Replace single, random interactions with thoughtfully designed and optimized customer journeys
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routing, customer experience, transitions, self-service
    
Genesys

Cloud Transformation Survey Africa Small for Medium Sized Contact Centres

Published By: Genesys     Published Date: Feb 08, 2019
A recent study from Knowlegde Executive clearly shows that that the deployment of cloud-computing technology in the African contact centre industry is growing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Download at this page the report with all results. Get the full study results to get insights on: The impact on customer and employee engagement The main pain points & challenges The technology service provider check list Find out why over 50% of African contact centres have adopted a cloud model
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Genesys

Cinq impératifs de l’expérience client à l’ère du tout digital

Published By: Genesys     Published Date: Feb 12, 2019
Avant d’appeler votre centre de contacts, la plupart des clients actuels auront déjà ou seront en train de visiter votre site web. Et pour eux, l’agent d’assistance devra le savoir au moment de prendre l’appel et ainsi leur offrir une expérience personnalisée. En d’autres termes, l’agent devra disposer d’un historique complet de leurs interactions. Or, de nombreuses entreprises peinent à relier tous ces points de contact. De fait, elles se retrouvent incapables d’offrir une expérience homogène sur tous les canaux, possible uniquement lorsque les agents disposent d’une visibilité complète sur les parcours des clients. Posez-vous deux questions. Votre infrastructure est-elle assez flexible pour prendre en charge de nouveaux canaux d’engagement client ? Intégrez-vous facilement de nouveaux canaux (vidéo, réseaux sociaux, SMS) à cette infrastructure ? Cet eBook explique comment résoudre ces problématiques et poser les bases d’une infrastructure capable de relever les défis de demain
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Genesys

2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

Published By: Service Now     Published Date: Feb 09, 2018
We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.
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Service Now

Comment sélectionner le bon système de gestion du contenu

Published By: Adobe     Published Date: Jul 10, 2019
Qu’il s’agisse de centraliser vos silos de contenu ou de permettre à votre équipe marketing de créer et publier plus efficacement du contenu pour vos différents points de contact, vous devez impérativement vous doter du bon système de gestion de contenu (CMS). Toutes les entreprises n’ont pas la même capacité à augmenter la vélocité du contenu, ni la même connaissance des caractéristiques et fonctionnalités d’une bonne solution CMS.
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Adobe

Make your projects more awesome with Z.

Published By: HP     Published Date: Feb 11, 2015
Register below to gain exclusive access to the BIM tutorial video, where Autodesk’s Lynn Allen gives pointers on maximizing your performance and productivity with key features in BIM applications – ultimately, helping you get the most out of your workstation. Upon submission of your personal information, an HP representative will be in contact in regards to your interests and needs.
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visualization, bim, business information, workstations, building design, viewport, autodesk, cloud datasets
    
HP

Avoiding the Dark side of Help Desk Outsourcing

Published By: En Pointe Global Services     Published Date: Jan 25, 2010
So how do you make sure you will gain the benefits of outsourcing and avoid the pitfalls? We have done the research and drawn from our own experience to bring you.
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en pointe global services, outsourcing, help desk, it service delivery, single point of contact, spoc, roi, customer relationship management
    
En Pointe Global Services

Major Hotel Chain Builds Brand Value with SOA and IBM WebSphere

Published By: IBM     Published Date: Mar 28, 2008
Managing different international hotel brands is far from simple. Each brand needs to develop and preserve its own identity in order to drive differentiation and minimize inter-brand competition. In the modern hospitality sector, Web sites provide an important first point of contact for potential customers, so it is particularly important for each brand to have its own individual look and feel on the Web.
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web sphere, service oriented architecture
    
IBM

Test-drive Microsoft Office 2007

Published By: Microsoft Office     Published Date: Jan 05, 2009
This is an online test drive of Microsoft® Office 2007 programs. This real-time test drive is the fastest way to try out Microsoft Office 2007 and does not require product installation or download. In just minutes you can start exploring Microsoft Office through your web browser on your own, or follow the step-by-step tutorials to experience all of its useful features.
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microsoft, microsoft office 2007, free trial, test drive, microsoft sharepoint 2007, microsoft access 2007, microsoft excel 2007, microsoft infopath 2007
    
Microsoft Office

Algorithms at the Service of Attribution Marketing

Published By: ESV Digital     Published Date: Feb 10, 2015
The multiplication of marketing channels and devices concerning consumers has greatly increased the complexity faced by brands in their marketing efforts. This white paper aims to explain the issues, the principal attribution models used and the related challenges.
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esv digital, algorithms, interactions, point of contact, nurturing, marketing data, marketing analytics, business activity monitoring
    
ESV Digital

8x8’s Integrated Solution Powers Mobi’s Customer Interactions

Published By: 8x8 Inc.     Published Date: Feb 24, 2017
Before moving to 8x8, MOBI had a premises-based telephone and contact center system. “We had a lot of points of failure inside of our building. And because our help desk and contact center is so critical we absolutely had to do something about it.” Mobi wanted one system to handle all interactions with their customers, primarily phone calls and instant messaging. According to Mobi, “What stood out about 8x8 was that everything was managed under one roof.” Mobi has been able to achieve this with 8x8’s integrated Virtual Office and Virtual Contact Center solutions.
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8x8, mobi, webinar, contact center, customer interaction
    
8x8 Inc.

CRM Customer Panel Video - Competitive B2B and B2C Relationship Management

Published By: IBM ILOG.     Published Date: Jul 14, 2009
Increase success at point-of-contact with more frequent and focused cross-sell and upsell improve customer and partner satisfaction with better service and support. Increase revenue, profitability and wallet-share through greater acceptance. Improve auditability with consolidation of siloed and divisional approaches. Learn more today!
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ibm, ilog brms, objective, organization, automate, experience, interaction, companys best sales customer service
    
IBM ILOG.

Using Business Rules to Increase Opportunities for Upsell, Cross-Sell and Customer Satisfaction

Published By: IBM ILOG.     Published Date: Jul 14, 2009
This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. By using business rules as a non-disruptive extension to your existing CRM system, you will facilitate highly personalized, flexible and consistent interactions in real time at the point of contact. Learn more today!
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ibm, crm, functionality, customer, efficiency, system, flexible, atm
    
IBM ILOG.

Ovum: Differentiate Your Business with a Cloud Contact Center

Published By: Cisco     Published Date: Jul 11, 2016
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
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Cisco

Differentiate Your Business With a Cloud Contact Center

Published By: Cisco     Published Date: Dec 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen
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Cisco

Best Practices to Extend the Customer Experience by Verifying Data at Point-of-Sale

Published By: StrikeIron     Published Date: Oct 03, 2013
Learn the best practices for implementing contact verification at point-of-sale in order to create a seamless experience across store fronts and digital channels while also providing retailers a way to foster customer relationships and pull those consumers back into the store.
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best practices, customer experience, verifying data, point-of-sale, verifying data at point-of-sale, contact verification, consumers, customer relationship
    
StrikeIron
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