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Reminders matter: Better customer engagement and business results using proactive notifications - Nuance - ContactCenterWorld.com Blog

Reminders matter: Better customer engagement and business results using proactive notifications

We’ve entered a period where consumers are attached to their phones at every turn, even going so far as to sleep with their devices. Cell phones are always around and almost always on, which means users are constantly receiving notifications. Billions of smartphones, millions of watches—even thermostats and refrigerators—are lighting up to tell us something every minute of every day. They remind us about meetings. Inform us of the latest news. To check out a new photo shared by a friend. Not only are people relying on technology for information, they are taking actions based on what technology tells them.

So it is no wonder then that consumers overwhelmingly believe the companies they do business with should also send them notifications. Eighty-four percent of Americans expect the companies they do business with to proactively send them reminders. If apps can anticipate and remind you when you are most likely to go for a run, companies are expected to remind you of an issue with your account or an upcoming appointment. And consumers are becoming increasingly reliant on these reminders in place of their own memories!

In a recent survey conducted by Wakefield Research, we found 63 percent of U.S. consumers felt critical customer service issues could have been avoided if companies had contacted them earlier. And this expectation is only rising; in March 2015, 53 percent of consumers felt proactive outreach would have helped them. And this isn’t specific to one industry. Customers expect companies in all industries to send them notifications – from interrupted cable or utility service to missed bill payments from a retailer or credit card issuer.

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Businesses that proactively notify or inform customers on the right channel, with the right message, at the right time, and with the right response options can drive increased customer satisfaction and higher engagement rates with their customers. In fact, for customer service, the cost of a live agent making an outbound phone call or taking an inbound customer service call is high, and most customers don’t even want to speak with a live person. Proactive notifications can help deflect inbound calls, and automate the outbound contact to help significantly lower operational costs in a call center, all while increasing the likelihood that customers will take the desired action.

Forgetful consumers have a way of slowing business down: not taking desired actions to drive business results, whether they forget to reorder or simply to pay, and creating inefficiencies that cost companies money, having valuable human and technical assets sit idle when customers forget an appointment. Companies need to join the notification era to avoid negative business ramifications of forgetful customers and leverage consumer preferences for preferred channels of communication, to cost effectively nudge consumers to take the desired actions and driving better business results.

Source: http://whatsnext.nuance.com/customer-experience/proactive-notifications-combat-digital-amnesia/

Publish Date: July 29, 2016 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)
 



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