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Industry Research : Positive Customer Service Experiences is the Key to Success this Holiday Season

#contactcenterworld, @Five9

Five9, Inc. (NASDAQ: FIVN), a provider of cloud software for the enterprise contact center market,  announced the findings of the inaugural Five9 Customer Service Index, conducted by Zogby Analytics, which found that consumer savviness and the need for businesses to increase customer retention has increased the focus on customer experience as a top business priority.

The Five9 Customer Service Index, the result of two recent surveys, targeted at business decision makers and consumers, respectively, highlights the importance of leveraging customer data to create positive consumer experiences. This is driving organizations to rethink their processes and undertake various Digital Transformation initiatives.

Respondents to the business survey overwhelmingly agreed that, in today’s competitive business environment, customer satisfaction is directly tied to customer retention and to overall revenue growth. In fact, customer satisfaction was ranked as the most critical factor in customer service, with more than 90 percent of business respondents ranking it as very important. Consumers agreed; nearly all consumers (96 percent) said a positive customer experience is a factor in whether they will make a future purchase with a company.

Using past purchase history and buying behavior to better serve customers is a large driver of many organizations’ digital transformations. While some uses of customer data can be viewed as invasive, more than three-fourths (77 percent) of consumers said they welcome companies analyzing their past purchase history if it means they will receive a more efficient interaction. More than 81 percent of respondents in each of the three consumer age groups surveyed (Millennials, Generation X and Baby Boomers), said they have high expectations regarding how quickly customer service is provided.

"As we approach Black Friday and Cyber Monday, businesses are realizing that discounts are not always enough to complete a sales transaction," said Dan Burkland, EVP Global Sales & Services, Five9. "With so many shopping options these days, consumers are quick to take their business elsewhere when their expectations are not met. Having insights into how businesses and consumers perceive customer service allows us to help our customers and partners provide an improved experience and ultimately become more financially successful."

"Given the sophistication of buyers today, customer service has become a strategic imperative for growth and for retention," said Jim Lundy, CEO and Lead Analyst at Aragon Research. "Taking action now to guarantee positive customer experiences will ensure a competitive advantage over those who don’t prioritize such initiatives."

Among the other findings in the Five9 Customer Service Index:

Part I (business decision makers):

- 56 percent of business decision makers monitor customer satisfaction on a weekly basis, while nearly one-third (29 percent) monitor it daily.

- Nearly all (95 percent) respondents said that customer experience is important for the retention of their customers, with nearly three-quarters (73 percent) perceiving it as very important.

- Large enterprises with annual revenues greater than $250 million viewed streamlining operations as a much more important component of a Digital Transformation initiative than smaller enterprises, with 60 percent of respondents from large organizations ranking this as important.

Part II (consumers):

- When deciding whether to do business with a company, respondents are most influenced by pricing (91 percent), followed closely by a great customer experience (89 percent) and fast customer service (83 percent).

- A bad experience drives away customers - 77 percent responded they will not do business with a company where they had a bad customer service experience.

- Great customer service is most important to women - 92 percent of women, compared to 85 percent of men, stated that great customer service is important when determining whether to do business with a retailer.

About the Five9 Customer Service Index

The Five9 Customer Service Index is an annual report that focuses on the views of business decision makers and consumers on the state of customer service, support and engagement. This report provides competitive insight into how business executives view and value customer engagement.

Survey Methodology

The Five9 Customer Service Index is the result of two surveys conducted by Zogby Analytics. The first polled more than 250 U.S. business decision makers in Financial Services, Healthcare, Retail and Education, and assessed their views of the role customer service plays in various business considerations. Enterprises surveyed had, on average, more than 1,000 employees and one-third had revenues of at least $250 million. Part two polled 1,138 U.S. adults who ranged in age from late teens (18) to retired workers in their 70s. The survey asked consumer respondents to rate the importance of different factors related to customer service and loyalty.

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: Five9


About Five9:
Company LogoFive9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Thursday, November 23, 2017

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2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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