Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

June 14, 2014

Once again the diversity of the Contact Center Solutions Community was on full display this week with insights about what is and is not working regarding investments in improving the customer experience, some interesting news in the important area of business process automation which also helps improve the customer experience, and the global reach of the community was also featured.

The first item that deserves a real spotlight this week is the just released report from Accenture which found that while business-to-business (B2B) organizations have upped their investments in technologies to improve the customer experience, the ROI has not yet lived up to the promise.  In fact, click on the link in the article to download the full report.

As noted, business process automation (BPA) is critical to creating an enhanced customer experience, along with the benefits of increased operational efficiency, and there were a few items of note on this: 

  • Bolt Solutions has teamed with DocuSign to enhance insurance transaction experiences and improve operational excellence.
  • Mastering the art of complaint handling with BPA is a critical contact center skill, and will be the topic of an insightful webinar by community host Interactive Intelligence on June 24.
  • Cloud-based contact center solutions provider 3CLogic revealed it is integrating its solutions with those of cloud-based customer service tools provider Zendesk.
  • CallMiner has introduced a high-performance speech analytics service for enterprises, Eureka Express Mining, that extracts post-call insights almost immediately after a phone call.
  • Eccentex, a provider of platform-as-a-service (PaaS) applications for dynamic case management (DCM), has entered into a new partnership with Genesys. 
  • Vip Mobile, a mobile operator in Serbia has deployed Openmind's USSD Gateway that will be integrated with the former's customer self-care suite of services to provide greater support.  

As is customary, it was a busy week as well in terms of certifications (aka, peace of mind), recognition and advice. In fact, it leads off with the item that AMC Technology achieved Oracle Validated Integration of AMC Contact Canvas 6.0 with Oracle Service Cloud. On the advice side of things SDL says that managing the customer experiences with Millennials cannot be one-off things, and they need to have the desire to create their own brand accommodated when interacting with them. And, in regards to providing compelling customer experiences, Teleperformance, a major outsourcer of multichannel customer experience management, recently received the prestigious Netherlands National Contact Center Association's Innovation Award.

Other industry news covered as we like to do job growth, along with channel developments and maybe not award winning just yet but an interesting use of technology. Items included:

  • The continued growth of contact center solutions outsourced jobs in the U.S. as Customer Direct, a company offering a wide variety of outsourced contact center services including several unique solutions for hospitality, publishing and internet retailing, announced it will soon hire close to 60 new agents at its Chesterfield and Arnold, MO. facilities.
  • Interactive Intelligence signed West Interactive (a subsidiary of West Corp.) as an Elite Partner.

And, that nice implementation referenced was in regard to Financial Partners Credit Union (FPCU) deploying NCR Interactive Teller solution for self-service and video banking to improve the customer experience by connecting customers with the right people at the right time to answer questions and resolve their issues. 

The last item of note in this week’s news has to do with results from a benchmark survey by Boston Retail Partners that retailers need to grapple with how to create a customer interaction environment that entails optimization of all of their channels wherever they are. They have coined a term, “Unified Commerce,” which may in many ways be putting old wine in a new bottle, but reality is in a mobile and omni-channel world, this is more than repackaging. 

Weekend Reading

As always, if you have time this weekend, our newly re-designed home page is your gateway to constantly updated content which includes:  new eBooks, whitepapers, videos, demos, etc.  And, check out our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — for news and insights on specific areas of interest.  And, one last reminder about the June 24 webinar, “Business Process Automation Best Practices For Improving Customer Complaint Resolution.”