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Article : Tracking the Customer Journey Is Critical for Engagement

Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a key differentiator. "Our Research Into Next-generation Customer Engagement" said the impetus for improving vr_NGCE_Research_01_impetus_for_improving_engagementengagement is to improve the customer experience in almost three quarters (74%) of participants. One increasingly popular way to do this is to use customer journey maps, which show how companies plan to engage with customers: at what times, through which channels, at which touch points and with which business units or using which self-service technologies. "Our Benchmark Research Into Customer Relationship Maturity" shows that two-thirds (67%) of very customer-focused companies use customer journey maps. The top four uses are to develop more customer-focused employee training (by 78%), personalize customer experiences (76%), enhance customer experience processes (73%) and drill down on customer experience processes to the customer segment level (73%). Typically producing these maps has been a manual process, perhaps using process mapping tools; in these cases few companies were able to capture and visualize actual journeys. However, as more business units engage with customers and companies deploy multiple channels of engagement - including self-service - improving the customer experience and mapping the customer journey become more complex, and to keep up companies have to invest in processes and tools that help them automate the process of producing maps and capture data about and visualize actual customer journeys.

I covered details of this complexity in "My Review of Lessons Learned During 2014." I recommend thinking of the customer journey in four dimensions:

  1. Customer business journey. Customers go through a series of steps in evaluating and using new products and services. It begins with learning about them (often by perusing marketing campaigns, searching the Internet and getting word-of-mouth recommendations), then purchasing those they select, beginning to use them, which might require some initial support, and accessing ongoing customer service. Satisfied customers are likely to repeat the process and provide opportunities for upselling and further purchases. "Our Benchmark Research Into Recurring Revenue" shows that this journey has become more complex as more companies move from one-off sales to providing ongoing, Internet-based services - for example, software vendors providing cloud-based rental of applications rather than licensing on-premises products. The customer business journey thus complicates the relationship between marketing, sales, customer service, finance and HR departments and requires processes that flow across business unit boundaries, sharing of customer data, information and metrics, and collaboration between everyone involved.

  2. Customer engagement journey. This often is what is called "the customer journey"; it seeks to map the channels and touch points that prospects and customers use to engage with companies. To do this companies need to understand every point of engagement, how people travel across channels to achieve their objectives, and the outcomes of interactions. To understand them requires capturing every interaction on every channel, business outcomes (Did the customer make a purchase?) and the customer’s emotional state during and after each interaction.

  3. Internal business journey. Most companies are organized into separate business units. These often have their own processes, systems and metrics, and typically each deals with prospects and customers at different points in the customer business journey - in isolation from the other business units. To ensure consistency of the customer experience, companies should develop and share a single view of customers and ensure that decisions and actions are based on that common view; they also should take into account the likely impacts of those decisions and actions on other points in the business journey.

  4. Product and service journey. Most companies have multiple products and services; some are simple and some complex. Prospects and customers therefore engage with companies in different ways and channels, depending on the product or service. Companies therefore have to consider all the above journeys for each product or service.

Managing the complexity of the customer journey in all its facets vr_Customer_Analytics_02_drivers_for_new_customer_analyticsrequires specialist tools. "Our Research Into Next-generation Customer Analytics" shows that to manage this complexity a majority are turning to customer analytics to improve the customer experience (63%), their customer service strategy (57%) and the outcomes of interactions (51%). Analytics requires data, and the research finds difficulty here; nearly two-thirds (63%) said that the data they require is not readily available, and almost half spend most of their time preparing data (47%) and reviewing data for quality (43%). This is a serious impediment to mapping the customer engagement journey, which requires capturing data from multiple communication systems (including the telephone, email and Web servers, mobile phones and social media), having processes and systems that can link transactions from one communication system to the others, and visualizing the outputs in graphic forms that are easy to understand. The outputs should clearly show the business outcomes of journeys, such as whether a customer renewed a contract. Indeed outcomes enable organizations to identify weaknesses in existing journey processes and guide them to improve future interactions.

Data also plays a key role in the customer and internal business journeys. Typically it is captured and stored in a variety of business applications such as CRM, ERP, customer feedback, billing and others. To produce a complete view of the customer, including the individual’s emotional state and likely next actions requires the use of systems that can extract data from all these systems, rationalize it and produce analysis and dashboards in forms suitable for different users.

The ultimate goal should be to combine all these sets of data into a single view of the customer. Where possible the systems should work in real or near real time so all users make decisions based on the most up-to-date information as when vr_Customer_Analytics_03_key_benefits_of_customer_analyticsa contact center agent is asked for the status of a promised delivery. Furthermore the systems should support access to information on mobile devices to enable employees away from their desks to be notified of issues needing immediate action. Our research shows that getting it right can deliver real benefits; chief among them are improved customer experiences (55%), better analysis of the business (52%) and better alignment across the organization (51%). Companies long have talked about having a "360-degree of the customer," and new systems that can process structured and unstructured data now make it possible to produce such a view. Some of these tools use speech and text analytics to better understand the customers’ emotional states and anticipate their next actions. New systems that can capture all interaction data and combine this with business data make it possible to map actual rather than hypothetical customer journeys and provide analysis that guides companies to improve processes and training and through it future experiences. Tools that manage customer experience and journey maps are available from a variety of vendors. I recommend comparing these systems and choosing the one that best enables your organization to start mapping its customers’ journeys.


About Richard Snow:
Richard leads Ventana Research’s Customer and Contact Center research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance.

About Ventana Research:
Company LogoVentana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
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Today's Tip of the Day - Think About Demotivating Your Staff

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

Published: Friday, November 20, 2015

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2021 Buyers Guide Dialer Solutions

 
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.
PH: +1 888-946-6878

2.) 
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 :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

3.) 
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.
PH: +1 512-872-7565

4.) 
Cloud IT Services GmbH

Dialfire
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.

You can see the full list of features here:

5.) 
ComSys S.A.

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...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniCampaign™
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...
(read more)
PH: (+61) 406 501 368

7.) 
contactSPACE

contactSPACE
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.
PH: +6188803111

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
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.
PH: +49 351 44529800

10.) 
Megacall

Megadialer
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.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

11.) 
Noetica

SmartBound™
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.
PH: +44 345 0181 070

12.) 
Nuxiba Technologies

CenterWare
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.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
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.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

14.) 
PrimoDialler

Predictive Dialler
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!
PH: +441617102740

15.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 

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