Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
35
EXECUTIVE MEMBER
Rafal Jarosz
Managing Partner
93
MEMBER
Ayaz Khan
Manager operation
0
MEMBER
Alanoud Alaswad
Passenger Experience Specialists
14
MEMBER
Ilse Hess
Director, Talent Acquisition & Organizational Development
374

Article : 6 Reasons Your Outbound CX Ccmpaigns Are Failing

#contactcenterworld

Today, most businesses already have ongoing outbound campaigns, with sales and customer service teams using traditional channels, contact centre systems and CX platforms to engage customers.

So if most businesses have access to the right technology… why isn’t everyone seeing the results?

In this article, we break down 6 reasons why businesses are failing with their outbound CX campaigns and the most effective ways to improve them:

6 REASONS YOUR OUTBOUND CX CAMPAIGNS ARE FAILING

1. MULTI-CHANNEL VS. OMNICHANNEL

It can start to get confusing when hearing the words Omnichannel or Multi-channel but there are very distinct differences to bear in mind.

A multichannel contact centre allows agents and customers to interact through different communication channels for different types of interactions (e.g. phone calls for payments, the website for sales and Live Chat for customer complaints.)

However, with a multi-channel approach, these channels are not all connected and operate in isolation from one another. This means that all information is not centrally stored, and agents cannot pick up from where they last left off if a customer tries back to follow up on their query through a different channel.

Multi-channel distribution creates much frustration for customers as many feel they are back at square one with their journey rather than progressing.

THE OMNICHANNEL ADVANTAGE

An Omnichannel solution offers multiple methods of communication but with a seamless experience across all means of communication. All the information is stored on one database and can be easily accessed by any agent, with the ability to pick up from where another agent last left off.

Through Omnichannel, CX agents can look at all past interactions and offer more personalised customer engagement and boost customer satisfaction.

An Omnichannel platform is better equipped for outbound CX campaigns, as it opens up all relevant communication channels for customers, allowing more customers to interact with your outbound campaigns and removing the barriers that could stop them from responding to your outreach or remaining engaged in the CX process.

2. LACKING CUSTOMER DATA INSIGHTS

How can you make decisions based on customers preferences if you are not sure what they want? In an attempt to improve customer experience and foster successful outbound campaigns, businesses need to rely more on a data-driven approach.

CREATING ACCURATE CUSTOMER INSIGHTS

Accurate customer data has become an instrumental tool for creating value in outbound interactions. Utilising customer data can empower your team to analyse and adapt to customer wants based on real feedback. These customer insights are derived from interpretations of quantitative and qualitative data gathered from customer feedback and other informational sources.

By analysing this data, you can predict behavioural trends that will improve the effectiveness of marketing, sales and service initiatives. The power lies in understanding where your customers are getting stuck, and what is preventing them from converting. It’s important to highlight that although having quantitative and qualitative data is powerful, the feedback needs to be actionable.

Predictive modelling is another means to gain insight and make decisions. Using machine learning and artificial intelligence, you can use algorithms and statistical models to analyse large quantities of data and variables.

Predictions such as what time of the day people are most likely to answer the phone can assist with agent scheduling and workflow management.

Using Customer Engagement Software from leading providers, businesses can use customer data to accurately predict and display exactly what time and which platforms customers are being most receptive towards. Using this data to improve your business strategies to achieve your results will boost your outbound campaign performance rapidly.

3. NOT ANALYSING CUSTOMER SENTIMENT

Did you know that the average unhappy customer will share their negative feedback with an estimated 16 people? It is therefore inherent that businesses know how their customers are feeling about outbound campaign experiences by utilising tools such as sentiment analysis.

Sentiment Analysis tools utilise AI technology to monitor and analyse customer feelings within CX interactions. It works by analysing customers’ speech patterns, words and tone over the phone or their choice of words through text to create an accurate reading of how the customer is feeling about the interaction and why.

Sentiment is a crucial part of outbound campaigns, as trying too hard to sell to a customer or leaving them unsatisfied with your approach will not only lead to failing your outbound goals (e.g. sales or renewals) but will also make them less likely to want to interact or engage with your business going forward.

According to a report by Glance, 78% of customers have backed out of a purchase due to a poor customer experience.

SENTIMENT AND SPEECH ANALYSIS TOOLS

Sentiment and speech analysis provides contact centre teams with valuable real-time insights, giving them the crucial opportunity to change their approach if a customer is flagged as seeming dissatisfied, uninterested or even annoyed by the interaction.

Insights on sentiment are not only useful for real-time engagements but also for refining your outbound CX campaigns going forward.

Reports on sentiment analysis data – from calls and written communication (email, SMS, LiveChat) – can be utilised to see where agents are going wrong in their approach and what type of messaging customers are not responding well to.

These insights can then be used to refine outbound campaigns going forward, as your business will have a better idea of what customers like and dislike when being approached. Having access to this data can help you identify critical issues, boost customer satisfaction and improve outbound campaign performance.

4. NOT EFFECTIVELY UTILISING SOCIAL MEDIA

Outbound campaigns are no longer just limited to traditional communication such as email or phone.

The average consumer spends 2 hours and 24 minutes every day on social media platforms (e.g. Twitter, Facebook and LinkedIn) making them the ideal platform for your outbound CX campaigns.

Though many businesses focus on outbound pay-per-click (PPC) ad campaigns across search platforms like Google, social media advertising can be a much more effective use of your businesses outbound campaign budget.

UTILISING PAID SOCIAL MEDIA ADS

Not only is the average cost of social media adverts lower than PPC but social platforms also offer a wider range of advert options from images to videos and even immersive experiences.

When paired with personalised ad targeting – only showing ads to users based on their interests and demographics – social media ads can utilise your existing knowledge of your customer base to effectively target their interests and create buy-in from the second they see your ads.

An example of a social media ad on LinkedIn

These ads are not only an effective way to start your customers buying journey but they can easily be integrated into your customer engagement processes to create quick and efficient sales funnels.

Social ads can link customers directly to product pages, sign up forms, callback requests or even direct messages on the same social platform to make the buying journey of your outbound campaign as quickly as possible.

5. INFLEXIBILITY IN OUTBOUND CALLS

With continuous software developments and contact centres becoming more advanced with calling techniques, phone and text scams are unfortunately at an all-time high.

In the first part of 2021 alone, 1 billion nuisance calls were made, and this number is increasing every month by 30%.

As a result of these common scams, many customers are no longer willing to answer a call from an unknown number due to the number of spam calls received daily. With this in mind, your business needs to use the call time they can get with very wisely.

59% of customers believe that companies need to provide cutting-edge digital experiences to keep their business – so cold calling customers and expecting them to hold will most likely lead to them not wanting to engage with your agents or hanging up.

ENABLING CALLBACKS FOR CUSTOMERS

The ability to decrease your average wait time, and offer a callback option will dramatically increase your customer experience rate. More than 50% of callers will abandon a call after 45 seconds if not properly engaged. Call back features software allows customers to request a call back from an agent, keeping their place in the line, or, at a time that is more convenient for them.

According to a survey conducted by Software Advice, 64% of customers prefer a callback option – with this number increasingly rising due to the high call volumes experienced globally. Having a callback option syncs perfectly with an omnichannel customer experience, creating more value, and happy customers.

6. LACK OF INTEGRATION

Many contact centres struggle to implement their strategies in a way that maximises business outcomes. Enabling seamless integration into your campaign is a critical part of achieving success.

Many outbound campaigns lack integrating payment options, where clients can make secure encrypted payments via multiple channels.

INTEGRATING PAYMENTS

One example is using systems like Payment IVR. The clever message routing allows customers to use IVR self-service, a fully automated feature to make their secure payment. Payments can be made 24/7, with no human error. This allows for reduced wait times and real-time reporting. 

For those customers who prefer to do payment with an agent, the agent can simply stay on the line while the customer’s keypad allows them to enter their payment details safely. Offering these various forms of payment for customers that are directly integrated into your CRM system allows for minimal human error and reduced wait times.

Providing support to your customers, 24/7, 365 days a year is vital to staying competitive in today’s market. If consumers don’t receive the answers they are looking for, when they are looking for them, they will go elsewhere. This is one of the main reasons why outbound campaigns fail because there is either no 24/7 availability or an option for LiveChat communication.

#contactcenterworld

 


About Connex One:
Company LogoConnex One is a customer engagement platform that enables next-gen communication for businesses worldwide. Our feature-rich CX software is secure, adaptable, and scalable for all businesses. Designed by a development team, Connex One enables businesses to increase revenue, boost agent productivity and improve customer satisfaction ratings. The Connex One platform provides intelligent customer experience features and AI tools for fully customizable customer journeys, workforce optimization, gamification, and contact centre operations - covering all processes in one easy-to-use platform.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Monitor All Channels

Read today's tip or listen to it on podcast.

Published: Monday, September 20, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Premium Listing
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.

2.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
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)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
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)

12.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

15.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 33991 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =