Mid-sized companies are typically defined as those with 100-999 employees or annual revenue of $10-$25M at the low end to $250M. 70% of such companies think that CX is an important basis to compete on and 69% think that digital is essential to delivering seamless CX, but only 21% think that they have been effective at digitalizing CX (Source: 2017 National Center Middle Market (NCMM) Survey). Moreover, only 5% of them see monetary ROI from CX initiatives (Source: 2017 Gartner survey).
Midsize businesses are often caught between a rock and a hard place. On one hand, the CX landscape for these companies is no less competitive than enterprises. On the other hand, they don’t have as many resources. According to a 2017 Gartner survey, small IT budgets and staffing limitations in terms of team size and skills are two of their top challenges. How can they overcome these hurdles and get to CX excellence? And in today’s digital world, how can they get to DX (digital experience) excellence? Here are some recommendations based on our experience with growing midsized companies, many of them soon to become enterprises!
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You are better off going with digital-first, omnichannel customer service and engagement solutions rather than the phone-first legacy solutions which have repeatedly failed your digital customers. For instance, CX performance of US companies remained flat in 2018 over 2017 and declined in 2017 over 2016, in Forrester’s annual CX Index. Agent experience (AX) is no better. According to a Gartner survey, only 16% of contact center agents said their desktop tools help them resolve customer queries. They complain about having to navigate a maze of applications and information clutter, where they wind up "staring" at the clutter rather than "solving" problems. The solution? A digital-first, omnichannel desktop with easy, push-button access to answers through AI and knowledge guidance.
As you look to acquire CX solutions, look beyond feature checklists. Do the features come out of the box or do they require add-ons and associated services from the vendors or their partners? Measuring ROI from CX solutions is the biggest challenge (cited by 48% respondents in the NCMM survey). Watch out for hidden costs or your ROI might turn negative!
Repeating context across touchpoints increases customer effort by 60%, according to CEB’s (now Gartner) survey of global consumers, and channel integration is one of the top hurdles mentioned by CX leaders in midsized businesses in the NMMC survey as well. Make sure you go with a unified omnichannel customer engagement solution. Point product spaghetti raises customer effort and drives up TCO and customer defection.
Conventional wisdom has it that omnichannel suites compromise on depth of functionality for breadth but look for notable no-compromise solutions such as our own!
Many solution providers pretend to share risk but most of them foist all the risk on the buyer. Gartner recommends that midsize firms negotiate deals with IT vendors that start with proofs of concept and build on them before making a significant investment. Many of our clients across banking and financial services, retail, ebusiness, manufacturing, and travel and hospitality have taken advantage of a safe and unique consumption model that we offer. It is a no-charge production pilot with free best-practice guidance to success during the pilot phase and no obligation to buy after the pilot. Most of these companies moved forward beyond the pilot. Beware of risk-sharing pretenders, who have their invoice in your inbox and the billable clock ticking before they even leave your building!
Partner with vendors who have a proven track record in creating value in rapid sprints. While CX transformation is a marathon, taking it on in bite-sized sprints with a focused scope for each sprint will not only speed up time to value and keep up the momentum but also reduce the risk of big failures.
IT staffing with skills in new areas such as digital and AI is a challenge across companies of all sizes, but especially so in the midsized firms since they neither have the brand prestige of enterprise companies nor the glamor of cool startups. In fact, 4 out of 10 middle market firms say that competition from other companies is a top recruiting challenge. In this environment, look for CX solution providers that offer ongoing managed services such as application configuration, administration, and maintenance, and knowledge management, analytics, reporting, and best practices to complement the technology they offer.
Make sure the solution provider you choose has delivered digital-first customer engagement at scale in order to support your rapid growth today and, as an enterprise, tomorrow. How long have they been in the CX space? Do they bring best-practice domain expertise or are they going to learn on the job with your deployment?
Following these seven best practices will not only help you grow fast by delivering great CX (AX and DX), but also future-proof your organization to scale up customer service, as you become a large enterprise!
About Anand Subramaniam:
Anand Subramaniam is SVP of Marketing for eGain. Prior to eGain, Anand served as an executive in corporate and product marketing, as well as product management and pre-sales roles at companies such as Oracle, Intel and Autodesk as well as startups.
About eGain Corporation:
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
Published: Thursday, November 8, 2018
|2.)||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.
|3.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
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|4.)||Cloud IT Services GmbH|
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...
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.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|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.
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.
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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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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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.
We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
|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
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
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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