CX in the New Normal: Evolving Together with the Digital Shift

From smartphone contact tracing and virtual consultations in the healthcare industry to countless employees working from home all over the world, the COVID-19 Pandemic has led to an unparalleled shift in the way we view and utilize technology. As countries and economies slowly move towards a new sense of normalcy while continuing safety measures, we are witnessing how digital solutions are essential in keeping many of us afloat, allowing us to prepare for what lies ahead in a post-COVID-19 world.

The Digital Shift
In the customer service industry, many challenges were evident during the health crisis including:

• The staggering rise in call volumes
• Handling customer queries with a limited workforce due to social distancing
• The difficulties in creating personalization due to limitations around face-to-face interactions
• Logistical concerns

The outbreak has definitely pressed the fast-forward button on the way we live our lives — and businesses and companies must now address the importance of implementing technology in their business models and strategies to be able to evolve with their customers.

CX in the New Normal
With digital interactions becoming the norm, the role of digital channels has become far more significant. Customer interaction — as a result of physical distancing — now revolves around a brand’s digital channels. Instant messaging will continue to be embraced by millions of customers, as evident in the current digitalization of customer support services prompted by the current crisis. Empowering the customer through self-service IVRs and informative FAQs has also been prioritized. An increase in the usage of chatbots has been seen to assist in handling call volumes and deflect traffic, as well as to reduce waiting times and chat queues for customers attempting to receive customer service. There is also a push for traditional businesses and companies to evolve their sales strategy to incorporate digital options and capabilities.

Evolving Together
Being in the industry for over 40 years, Teleperformance has evolved with the changing times to better serve our clients and their customers. Armed with our vast footprint, operational flexibility, work-at-home capabilities, and workplace culture, we can help your business accelerate digital transformation to embrace the new normal. Teleperformance has a strong track record in deploying a wide range of omnichannel solutions such as social media, chat, instant messaging, and video chat. More importantly, we use a High-Tech, High-Touch approach, delivering the best mix of technology and human empathy, strengthening customer relationships through:

• Natural Language Processing (NLP)
• Robotic Process Automation (RPA)
• Voice Assistants
• Chatbots
• Self-service
• Artificial Intelligence (AI)

Contact us today to learn more about our digital solutions

Source: https://teleperformanceblog.com/customer-experience/cx-in-the-new-normal-evolving-together-with-the-digital-shift/

2021 Buyers Guide

Get Listed

Customer Relationship Management

 

1.)

Alliance Infotech Pvt Ltd alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others. http://alliance-infotech.com/

2.)

Alycom Business Solutions CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life. We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management. We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life. https://www.makecustomersforlife.com/

3.)

Cloudyflex Zoho CRM Suite Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs : - Multi Channel Lead Management - Sales Force Automation - Quotation & Order Management - Full 'Lead to Order' process - After Sales Services - Social Media Management - Mass E-mailing & Marketing Automation & several other capabilities https://www.cloudyflex.com/en/zoho-crm

4.)	Commence Corporation Commence CRM Comprehensive solution for automating sales, marketing, customer service ticketing and project management. PH: 732-380-9100 https://www.commence.com/

5.)

eGain Corporation eGain Solve™ eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities. https://www.egain.com/products/suite/

6.)

FinCRM FinCRM - CRM Software FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity. FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it... (read more)FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity. FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it as per requirement. Moreover, FinCRM is budget-friendly, so you don’t need to worry about your financial plans. PH: 9962646830 https://www.fincrm.net/

7.)

MFE International Creatio(formerly bpm'online) Process-driven unified CRM Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software. A new process-driven CRM and not the traditional CRM type. PH: 96386615 https://mfe.com.sg/

8.)

NetHunt CRM NetHunt CRM NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration. Core Functionality: - one-click lead capturing; - pipeline and deals stage management; - unmatched integration with G Suite apps; - integration with Linkedin and other apps via Zapier; - automated contact sync; - bulk email campaigns, open and clicks tracking; - dashboard, performance reporting, and tasks; - full customisation. https://nethunt.com/

9.)

Noetica Synthesys™ A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform. PH: +44 345 0181 070 https://www.noetica.com/work/synthesys/

10.)

Notoriety Group Customer Relationship Management We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners. we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience. NOTORIETY is your power to grow and thrive PH: +212645845790 https://notoriety-group.com/en/index.php

11.)

Vads Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers. CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers. Benefits : - Help to see 360 degrees of customer view perspective - Analysis to measure performance and gain new target and business insight - Tracking and scheduling are centralized in one database - Help to stay abreast and stay close each other, increase productivity. PH: 0217991445 https://www.vads.co.id/

12.)

TrendzAct Trendzact CRM Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition. PH: 3854343250 https://trendzact.com/

 

View more from Teleperformance

Recent Blog Posts:

CX in the New Normal: Evolving Together with the Digital Shift	May 26, 2020 5:00 AM
Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined	May 19, 2020 5:00 AM
Key Points: The CX Lab’s 2019 Global CX Survey	March 31, 2020 5:00 AM
High-tech, High-touch for a Better Customer Experience	March 3, 2020 5:00 AM
The World of Retail is a Ground for Innovative CX	February 11, 2020 5:00 AM
Getting in Touch with Tech and the Human Experience	January 30, 2020 5:00 AM
Cruise Control: Latest Dispatch from the CX Lab	January 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional Intelligence	December 17, 2019 5:00 AM
Simpler, Faster, and Better Chat Experience	December 12, 2019 5:00 AM
Customer Experience in the Time of Feedback	October 31, 2019 5:00 AM