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Customer Service Battleground Redefined for the Digital Age

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Customer Service Battleground Redefined for the Digital Age

March 11, 2016

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By Joe Rizzo,
Contributing Writer
 


Major advancements in technology, coupled with the maturing of technology, have changed the way people and companies interact. Since organizations have allowed their staff members to bring your own device (BYOD) to use as their work tools, on average about 90 percent of people use various devices throughout the day.


The same is also true for the individual, as they carry tablets and smartphones with them everywhere that they go. This means that when they have to speak to a customer service representative, they expect to do it on one of their mobile devices. According to an Avaya-BT (News - Alert) Autonomous Customer Research study conducted in 2015, it seems that 52 percent of customers are less likely to continue to engage with a company if they have a bad mobile experience.

Over the years, we have also seen a shift in how companies deal with their customers. Due to the fact that customers have more options available to them these days, if they are not satisfied they will find an alternative. Companies have to create a good customer experience that will keep them with the company. In fact, according to a Gartner (News - Alert) report, about 89 percent of companies will compete primarily based on customer experience.

One leading provider of solutions designed to enable customer and team engagement across multiple channels and devices, which allows for a better customer experience, as well as increased productivity and enhanced financial performance is Avaya (News - Alert). At this week’s Enterprise Connect, Avaya revealed key innovations that it believes will redefine the customer experience battleground and keep companies ahead of the curve.

"The competitive battleground has shifted, requiring a new type of solution and means to respond to digital customer behavior,” said Gary Barnett (News - Alert), SVP and GM, Avaya Engagement Solutions. “Customer expectations today will not wait for old contact center technology to get its act together. Speed is the new currency for business transformation -- businesses need to understand, predict and respond to customer needs in less time than it takes for a spark to burn out.”

All of the enhancements that the company has made to the Avaya Customer Engagement solution are designed to provide the good customer experience that is being demanding by people. Long wait times and being passed from one representative to another until someone can finally answer a question are a thing of the past.

Avaya understands that change from the current method is required in order to provide the necessary experience. It is with this in mind that some of the benefits of the company’s approach include:

  • 360 degree customer context that makes it easy to map customer journeys across automated and assisted service channels.
  • Minimized effort on behalf of the customer or business to obtain or deliver optimal service by combining analytics and automation. 
  • The ability to easily design workflows to create smart customer journeys that easily tap into enterprise CRM systems and bring other data into a single business process.
  • Simplified transition to new technology and refocus on core business advancing projects by leveraging a more secure, hosted cloud based delivery. 



Edited by Rory J. Thompson
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