Author: Brian Mistretta, Direct, Product and Segment Marketing,NICE inContact
The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.
As businesses prepare for a post-pandemic future, they need a clear understanding of what recovery will look like. While studying consumer behavior over the past six months will help provide color, it does not paint the full picture. In order to identify which trends will stick and which will fade, it’s important to see where the trendline was heading in the months leading up to the pandemic.
Based on the findings in the NICE inContact CX Transformation Benchmark from 2019, it’s safe to project that COVID-19 recovery will start and end with digital. Here are a few examples of key trends that will inform the future of customer engagement:
Prior to the pandemic, consumers wanted channel choice. They wanted the ability to ask one question on Facebook and follow-up via text message. If those channels didn’t resolve the issue, they further expected the option to engage over voice or real-time chat. The NICE inContact CX Transformation Benchmark study traced this expectation year over year. Compared to 2018, more consumers in 2019 said they would be more willing to do business with a company that offers more ways to communicate. In fact, more than 60 percent of Millennials and Generation Z expect companies to allow them to interact with customer service using private social messaging apps, per NICE inContact’s study. For the past six months, this expectation became a prerequisite, as quarantine forced consumers and businesses to connect digitally.
Since the public health crisis started, many companies have upped their customer service capabilities by adopting solutions that enable digital interactions. Some have piecemealed a customer experience (CX) strategy through website Q&As and SMS text. Others have deployed enterprise-grade contact center software that can deliver native experiences across 30 messaging channels. Either way, the value these tools provide has been immeasurable and, in some cases, the difference between crippling disruption and business continuity. The flexibility and agility companies of all sizes have demonstrated throughout all of this has been inspiring, but this innovation cannot stop once the landscape returns to normal.
Seamless Omnichannel Experience
For the businesses that took a more bespoke approach to their COVID-19 response, CX was likely more than adequate, considering most people were grateful that social distancing did not disrupt service. After this is all over, however, organizations should anticipate an increased demand for seamless omnichannel experiences. This means changing channels without having to restart the entire support process. The organizations with contact centers that have true omnichannel functionality will be best prepared to handle the transition into a post-COVID-19 economy. These companies can service a growing segment of the population, Millennials and Generation Z, who were already trending heavily in the digital-first direction. The data proves that. According to the CX Transformation Benchmark study, 60 percent of Millennials and Generation Z had used private social messaging, such as Facebook Messenger, for customer service.
Omnichannel enables companies to engage customers by providing contact center agents the tools needed to channel hop across any and all options. Just last year, the CX Transformation Benchmark study showed that customers were docking businesses that failed to offer an omnichannel experience, with 73 percent of consumers giving companies a poor rating on seamlessly switching between channels, a worse performance compared to 2018.
Maintaining the Human Element
Businesses have learned that the best way to engage the younger generations is by replicating the experience they’re used to having in their personal lives. It appears that customer service operations will have to do the same for Generation X and Baby Boomers because the coronavirus pandemic has turned them into digital mavens as well. Per a McKinsey survey on digital sentiment in the U.S., 75 percent of people using digital channels for the first time say that they will continue to use them when things return to "normal."
But just because consumers have embraced digital doesn’t mean that customer service has to completely abandon the human element. The human touch is still important. According to the CX Transformation Benchmark study in 2019, half of consumers that begin their interaction with AI have to be transferred to a service agent. While digital tools like chatbots and interactive voice response effectively handle simpler tasks and support issues, consumers still desire human intervention when the problem is more complex.
In the post-COVID-19 world, the customer experience will be almost entirely influenced by digital. To have an open dialogue with customers, businesses need to implement an omnichannel system that prop up human and digital experiences.
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
Published: Monday, October 12, 2020
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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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.
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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|15.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
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Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
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