Given the proliferation of smartphones and other smart devices, consumer communications — and expectations — are changing rapidly. Today’s Anywhere Consumer wants to be able to access information and services anytime, anywhere. And traditional IVR systems are just not up to the challenge.

So how can companies evolve their customer care strategy to meet the new demand? By extending the rich customer data contained within CRM and other enterprise systems to create “virtual agents” that can handle many of the interactions once only addressed by live agents.

In this webinar Sheryl Kingstone, analyst with Yankee Group Research, will discuss:

• The customer care imperative to service the Anywhere Consumer
• Why a consistent blended experience across multiple channels, including self–service and live agents, is critical
• Key strategies for meeting the expectations of the Anywhere Consumer

Additionally, Scott Kolman, Managing Director, Customer Management Product Marketing of Amdocs and Zor Gorelov, CEO of SpeechCycle, will share use cases that demonstrate how CRM systems equipped with virtual agents can deliver an excellent customer experience for the Anywhere Consumer.

Anywhere Consumer is a registered trademark of Yankee Group Research, Inc.