Contact Center Solutions Featured Article

Pitney Bowes on How Best to Deliver Better Customer Service with Electronic Vault Document Storage & Retrieval

October 19, 2011

In very high volume contact centers, especially those of communications providers and other utilities, there is a premium placed on the efficient and effective electronic creation, capture, exchange, storage, archiving and easy retrieval of critical documents. Not being able to put the right information in front of the right people at the right time in an accurate and easily digestible format can have serious consequences. This is true not only in terms of the enhancing the “customer experience” at the key touch points, but also in terms of a variety of compliance issues as well.

On October 13, 2011, Ray Grant, Product Manager, Customer Communication Management, Pitney Bowes Business Insight, led an information-packed webinar, “Deliver Better Customer Service With Cost Effective Document Storage & Retrieval.” He shared with participants the many reasons why companies are choosing to store their documents using electronic vaults —high- speed repositories that maintain print streams in their native forms — and the reasons they are doing so to move away from the old process of PDF document storage.

In particular he pointed out how such electronic vault solutions are providing more efficient and effective customer service by giving high volume contact centers enhanced:

  • Document quality
  • Flexibility
  • Speed
  • Accessibility
  • Long Term Viability

Through a series of examples, Grant demonstrated how companies using solutions such as the Pitney Bowes Vault 5.5 to:

  • Cut costs
  • Gain competitive advantage
  • Improve work flows in customer care and contact centers
  • Be more responsive to a variety of information requests

As Grant stated, “It is all about speeds, ease-of-use, accuracy and the optimization of workflow and business processes.”

The proof is in the performance  

Two figures from the presentation are good examples that were used as visualization of Grant’s points. The first figure gives an idea of the scale and scope of the kind of scenarios where Vault has been successfully deployed and the speed at which it can render documents.

The second figure is just as impressive. It speaks to the crucial need, from a business continuity standpoint, of organizations that are ingesting, storing, archiving and actively interacting with literally millions of business-critical documents (hundreds of millions of pages) and the speeds at which their data is mirrored, for the cost savings that can be achieved via state-of-the-art compression.

An important reason to hear the session in its entirety is to listen to Grant’s detailed explanations of the speed at which a Vault 5.5 solution can be deployed, and the steps that are entailed for transitioning to the new and improved way of doing business.

Any type of enterprise with high volume document management requirements regarding both their call centers as well as for internal reasons that are seeking a more efficient and effective way of meeting the challenges they face is a candidate for a vault solution. We invite you to hear all of the useful information contained in the webinar by clicking here for access to the event.

Peter Bernstein is a technology industry veteran, having worked in multiple capacities with several of the industry's biggest brands, including Avaya, Alcatel-Lucent, Telcordia, HP, Siemens, Nortel, France Telecom, and others, and having served on the Advisory Boards of 15 technology startups. To read more of Peter's work, please visit his columnist page.

Edited by Rich Steeves