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Companies Push for Digital to Enhance Customer Journey - Jacada - ContactCenterWorld.com Blog

Companies Push for Digital to Enhance Customer Journey

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.

Much has changed. Today we can contact a company's customer service department via an app on our smart device, we can chat with either a human being or a bot on the company's website, we can send messages via social media platforms such as Twitter, and yes, we can still dial a toll-free number and access a live agent.

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While that last option is still available, it is becoming more and more rare. Companies realize that “going digital” offers many benefits—not just for the company, but for the customer as well.

Today's companies are adopting digital solutions at increasing rates. However, the digital surge is not meant to coerce customers into using digital resources, but rather, to enhance the overall customer experience.

Customers value a pleasant customer service journey—one that offers resolution without long wait times, multiple transfers, or repeated calls. Companies are aware that the top of the line digital solutions available in today's market can provide customers with that exact experience—and at a savings to the company.

The better the technology, the more that customers want to use it. In fact, eventually, they prefer to use the company's digital customer service platforms rather than waste valuable time on hold waiting to either connect with a live call center agent or wait while the agent rummages around for the correct information needed to provide resolution.

Digital solutions also provide higher value, plus personalized and capable self-service resources that customers are ultimately very grateful for.

There is no denying that digital adoption is the way of the future, especially when you factor in sociological reasons. Millennials, the generation also referred to as Gen Y, are on the verge of outnumbering both Gen Xers and Baby Boomers. Millennials will soon also have more purchasing power than the two previous generations.

Gen Y feels completely comfortable with all things digital. In fact, over two-thirds of millennial females are at ease solving customer service issues without speaking to a live agent, according to a Capterra study. And over half of Millennials of both sexes enjoy being able to resolve issues on their own, without the assistance of a live call center agent. Think about those facts for a minute—the soon to be largest customer base actually prefers to interact with digital platforms over live call center agents.

When considering all these factors, plus factoring in the potential savings, it is easy to see why companies are pushing for digital solutions to resolve their clients' customer service issues.

Jacada, a provider of both digital solutions and agent engagement solutions seeks to assist customer service organizations in their efforts to provide the next level of customer care.

Source: http://www.jacada.com/blog/companies-push-for-digital-to-enhance-customer-journey

Publish Date: May 16, 2019 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Jacada

Recent Blog Posts:
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Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
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