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Articles: Customer Service/Call Centers
Latest release delivers advanced features to improve customer experience, capture and convert revenue opportunities, and maximize return on investment. (Featured on SmartCustomerService.com.)
In the evolution of the contact center, it took almost a decade for non-voice channels to take their rightful place next to phone calls. But the wait was worthwhile, and the transformation in customer service has been radical. In this era of "multichannel," technology has supplemented email with web chat, SMS, social media, mobile, and video, all within immediate reach on a single device. And technology still isn't done.
Vinda Souza explains how breaking down the walls between email and CRM systems can help organizations find valuable insight.
Alliance will embed eGain's knowledge-guided digital service capability in Majesco's DigitalConnect solution
The mobile experience is increasingly critical to customer loyalty and profitability. Unfortunately in most companies, mobile is siloed, under-optimized and disconnected from the overall customer care infrastructure.
CallTrackingMetrics' Smart Routing helps businesses route inbound phone calls to increase sales and customer satisfaction.
Avaya Workforce Optimization Select is specifically designed for contact centers at midsized companies. (Featured on SmartCustomerService.com.)
A cloud contact center integrates channels while analytics can identify opportunities to improve support.
The Altitude Xperience is a complete cloud-based contact center solution. (Featured on SmartCustomerService.com.)
Companies focused on customer experience grew approximately 77% over the previous seven years compared to 55% for those companies who didn't.
In essence, Smart Customer Service means taking everything you know about a specific customer — previous contacts, order history, problems, preferred channel of contact — to provide proactive and personalized service to your customer.
Avaya Oceana is powered by the Oceanalytics customer journey insights tool. (Featured on SmartCustomerService.com.)
Delivering an exceptional customer experience in a multi-channel world takes thoughtful planning, a good understanding of your customers and a commitment to continually assess your performance.
SAP offers a blue print for smart and profitable customer service.
After the acquisition, Alorica will employ more than 91,000 people in 154 locations spanning 16 countries across five continents. (Featured on SmartCustomerService.com.)
Completion facilitates growth, product innovation, and ongoing pivot toward becoming a provider of cloud-based contact center, self-service, and workforce optimization solutions. (Featured on SpeechTechMag.com.)
5 key benefits of a multichannel CRM engagement platform.
Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions. (Featured on SmartCustomerService.com.)
LogMeIn expands omnichannel customer engagement with BoldChat 10.0. (Featured on SmartCustomerService.com.)
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