
Posted by Subramanya C, Chief Technology Officer, HGS
Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements and cost reduction to business communication and supply chain management efficiencies, the cloud is a game changer.
How does cloud technology drive breakthrough CX transformation?:
Companies can employ cloud solutions for internal conferencing, presentations, meetings, and video to drive more coordinated internal communication and productivity. Using cloud apps, companies can connect with customers across geos, sharing presentations and content. With the globalization of business, constant communication and knowledge sharing is essential to maintain growth, productivity levels, and consistency internationally.
.Companies can undertake better inventory management with wider sales access to inventory. Additionally, customers are provided faster information about product availability. Hosting data on cloud infrastructure can lead to better customer experiences, with faster and more accurate updates about product availability.
.For customer complaints, cloud data storage enables immediate and accurate product tracking, right down to the store a product was sold from, the shipment it came in, and the factory where it was manufactured.
.Similarly, when a customer makes a purchase in one country but lodges a complaint from another country, hosting data on the cloud means that your customer care representatives have all the data they need at their fingertips despite not working in the place of purchase.
Cloud technology has done away with the need for VPN because all company information and emails are hosted on the cloud. Today businesses can access emails and content from anywhere, enhancing productivity with easier data access and better communication. For example, sales executives can access proposals from the cloud and customize them on the spot to improve sales. Customer contracts can be handled better by cloud hosting contract templates, for access and customization of a contract template. For human resources, employee onboarding and the complete employee lifecycle, the cloud (the selection process, offer rollout, and references) ensures better access and processing. For your purchase department, you can use cloud to source vendors for purchasing and implement bidding on the cloud with transparency and an open process while choosing the price and vendor.
To unlock these cloud transformations, many of today’s companies are turning to the experts. The global cloud-based BPO market is estimated to grow at a CAGR of 11.39% from 2014-19, according to ResearchMoz. Today’s business process management (BPM) partners can build the cloud infrastructure that is most cost-effective and advantageous.
Source: http://www.teamhgs.com/blog/3-ways-cloud-opens-horizons-cx/
Publish Date: August 3, 2016 5:00 AM |
2.) | Accordia Solution Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more) PH: +603 5569 9816 |
6.) | Astute Solutions Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more) |
10.) | Call Tracking Metrics CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more) PH: 8005771872 |
15.) | Consilium Software Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more) PH: (+61) 406 501 368 |
20.) | Empirix Empirix Hammer Cloud Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment. Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution. With HCP, it’s... (read more) PH: +1 978 313 7000 |
I See You: Staging Better CX, Using Video | June 20, 2018 5:00 AM |
3 Ways Social Media Can Make (or Break) Your CX | June 12, 2018 5:00 AM |
How to Automate Enterprises for Cost Takeout and Enhanced CX | June 6, 2018 5:00 AM |
3 Ways the Cloud Opens Horizons for CX | August 3, 2016 5:00 AM |
Turn to BPO Experts for Better Workers’ Comp Outcomes | July 27, 2016 5:00 AM |
5 Traits of Customer-Obsessed Companies | July 13, 2016 5:00 AM |
Combine AI and the Human Touch for Exceptional Customer Service | June 29, 2016 5:00 AM |
CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce Effort | June 15, 2016 5:00 AM |
Payers Seek Cost, Integration Efficiencies in a Value-Based World | May 18, 2016 5:00 AM |
Your Customers Are Chatting: Insights from the Front Lines | May 11, 2016 5:00 AM |