I was annoyed, aggravated, and angry. “Stop. Listen, do you even care about what I need! Oh I’m sorry, I didn’t realize you an expert who decides on who I should be”. I just couldn’t hold back this time – it was probably the 28th call this week from yet another car insurance renewal agent.
This is a familiar story of what lies behind the mental trauma you go through every time your car insurance is up for renewals. It seems like your number has been paged to a million insurance agents. Now, they are all chasing you like hounds do a rabbit in an open field. You have nowhere to hide.
What makes matters worse is that agents are often poorly equipped to communicate with courtesy. For instance, what is the probability of Hindi being a language of choice for someone from Chennai with a distinctly south Indian name? Why do they think that I want to speak to them when I haven’t answered their calls in three days? Exactly how difficult is it to track my preferences when I’ve been a car owner for over 15 years?
It is disheartening to see industry leaders not investing much in understanding ‘who the customer is’ rather than ‘what the customer might need’. It is unfortunate that in the age of analytics, brands merely track our propensity to buy, instead of focusing on designing a great service experience.
I hope that things change, and these insurance companies and brokers realize that delivering a consistent and rewarding experience is the only way to earn my loyalty and respect.
I also believe in it strongly because I work for a company that has been built on the understanding that exceptional customer experience starts at design. And it is about anchoring that design to something unique to the brand. We have been helping global players deliver on their promises by giving them the power of effortless customer experience.
After all, every brand is unique. Therefore, customer experience must be tailored to bridge the gaps and enhance its market value.
Vimal Abraham heads the global marketing team at Servion. He is also an avid traveler, photographer and marathoner.
Follow him @vimalabraham
Connect with him on LinkedIn.
Publish Date: May 4, 2016 5:00 AM
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.
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.
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...
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.
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.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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.
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 - 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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