There is clear demand for omni-channel customer engagement in consumer sectors, particularly those industries which are heavily transaction-based. However, where there is complexity or where a buyer-supplier relationship is important, for example in smaller B2C organisations, and most of those which are B2B, voice is still used as the primary communication medium outside of email….
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Will digital communications overtake voice for customer engagement in 2020? As omni-channel customer experience solutions gain traction, organisations need to think carefully about how voice communication fits into their pre- and post-sale customer engagement plans. A report entitled “State of Customer Experience 2017” from West (now Intrado) stated that “88% of organisations are expecting digital…
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Fraud Protection and the Role of the Reseller Communications systems deal directly with sensitive customer data day in, day out. From general but sensitive information about individuals, to payment details, there’s a whole range of security undertakings that any reseller offering hosted UC or SIP solutions must entrust to their service provider – unlike in…
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Deep Insight in an Omnichannel World The customer landscape is changing with the rise of the younger ‘millennial’ generations. These customers are more tech-savvy and are looking for a better experience when considering the different channels of communication at their disposal such as online chat, SMS, email, social media, and newer options like WhatsApp for…
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The finance/banking sector is a highly competitive global marketplace. It is also one of the most heavily regulated with organisations under constant scrutiny to adhere to continued governance such as PCI compliance, Dodd-Frank Act compliance, MIFID II Compliance, and GDPR compliance. Cyber Security is a top priority as these organisations strive to prevent cyber-threats, hackers…
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How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…
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