multi channel service

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By: Genesys     Published Date: Jun 11, 2013
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
Tags : value-added, customer service, media, voice, strategy, multichannel, people management, process
     Genesys
By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
Tags : ovum, multichannel cloud contact center, contact center, decision matrix
     Genesys
By: Datastax     Published Date: Apr 04, 2017
Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products. Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.
Tags : datastax, competition, personalization, customer loyalty
     Datastax
By: LogMeIn     Published Date: Feb 06, 2013
Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.
Tags : customer satisfaction, multi-channel, live chat, social media, organizations, effective, consistent
     LogMeIn
By: Adobe     Published Date: May 15, 2018
Adobe article that condenses/highlights key findings from the Econsultancy Digital Marketing in the Financial Services and Insurance Sector 2017 Study, an in-depth, 5000+ word report covering FSI executives’ opinions on: – General trends in retail banking, investment banking, and insurance – Internal structures their companies are using to execute digital transformation – The biggest threats/disruptions in the industry – The biggest priorities in 2017 (leaders are focusing on both customer retention and customer acquisition, mainstream is focusing just on customer retention) – Main sources of sales and leads (digital + mobile are steadily increasing sources) – Digital marketing budgets & investment areas (leaders are investing more in digital marketing automation and analytics) – Use of the cloud and AI to automate analysis and marketing – The importance of multichannel personalization – Innovation in the types/formats of products/services provided (leaders are focusing on imp
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     Adobe
By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
Tags : omnichannel contact center, customer experience, csat, first contact resolution
     Genesys
By: Zendesk     Published Date: Aug 31, 2017
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications. Learn how you can provide personalized customer service in a rapidly changing technical landscape with Zendesk.
Tags : customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
     Zendesk
By: CA Technologies EMEA     Published Date: May 23, 2018
Growing your enterprise is an ongoing priority. And, as the application economy continues to expand, it’s likely that you’re looking at digital business initiatives to fuel a significant portion of that growth. Among the most promising objectives of such a strategy are: • Providing superior digital experiences for consumers though mobile • Expanding markets and revenue streams through multiple channels • Connecting employees and partners to enterprise data anywhere, anytime • Launching innovative new services for the Internet of Things (IoT) Successfully executing a digital strategy requires the ability to launch new apps and coordinate your digital presence with partners. Application Programming Interfaces (APIs) create the connectivity required to share enterprise data and digital content with those apps and partners over the Internet. APIs are a critical component of digital business—empowering developers to build apps across any channel and enabling partners to incorporate your dat
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     CA Technologies EMEA
By: join.me     Published Date: Jan 29, 2014
eMarketer reports on multichannel customer services and provides best practices for building retail loyalty
Tags : multichannel customer services, best practices, customer, customer service, retail, retail loyalty, live chat, social networks
     join.me
By: join.me     Published Date: Jan 29, 2014
Identify trends is multi-channel service and support with a focus on the increase in live chat and social media.
Tags : logmein, engagement, multi-channel, multi-channel service, customer support, live chat, social media, customer experience
     join.me
By: Adobe     Published Date: Nov 16, 2016
The perfect stock image pulls triple duty for creative teams. That means it doesn’t just match campaign messaging. It also meets design specs for multiple channels and maps back to your overall brand guidelines. Read Finding the Perfect Image, and learn how the right stock service can help you: - Spend less time on processes and more time on creating experiences - Keep pace with every channel, including social media - Scale creative production to meet the demands of enterprise
Tags : adobe, stock, stock image, creative, design
     Adobe
By: Epson     Published Date: May 14, 2018
Consumers worldwide continue to adopt and use technology in their shopping experience. Faced with rising customer expectations and increasing competitive pressures, retailers now are prioritizing in-store innovation. Many retailers have adopted multichannel implementations, in which mobile, web, and in-store shopping are enabled but not delivered consistently to the customer. The next step in this evolution is an omnichannel strategy, now being deployed by some retailers, which presents a consistent shopping experience across mobile, web, and in-store channels. Omnichannel also enables retailers to integrate back-end infrastructure technologies (e.g., servers, databases, etc.) and cloud-based services (e.g., loyalty programs, personalized recommendations, inventory management, etc.) to improve many aspects of store and enterprise operations. An omnichannel strategy relies on several core and supporting technologies. The key factors in evaluating any omnichannel-enabling solution includ
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     Epson
By: Marketo     Published Date: Jun 08, 2017
Read this complimentary copy of the SiriusView: Marketing Automation Platforms 2017 and learn more about Marketo’s key differentiators including its native multi-channel experience, live event management, and content recommendation functionalities. Marketo's powerful marketing automation capabilities and seamless CRM integrations are complemented by our LaunchPoint ecosystem featuring over 500 technology and service providers that offer best-of-breed solutions for today’s marketers. The full report includes: Market evaluation and analysis of 9 marketing automation platform vendors Insights for selecting a vendor based on your organization's requirements Opportunities and challenges faced when deploying marketing automation platforms
Tags : automation, security process, virtualization, standardization, configuration management, it automation, circle it
     Marketo
By: salesforce.com     Published Date: May 30, 2013
At their most basic level, CRM CEC applications handle a wide range of tasks, including engaging customers and prospects across multiple channels, and handling trouble ticketing, order management, case management, advisory services, problem diagnostics and resolution, account management, and returns management.
Tags : salesforce, crm, service cloud, cec, customer engagement, engagement center, engaging customers
     salesforce.com
By: Oracle Service Cloud     Published Date: Mar 23, 2016
As the undisputed leader in home robots, iRobot has pioneered a completely new market, making it even more important for the company to establish what its customers want quickly, and to deliver outstanding customer-service experiences. To maximize adoption of its new technology, including its best-selling Roomba® vacuuming robots product line, iRobot wanted to optimize its use of multiple communications channels, to listen to its customers’ needs and identify revenue opportunities, while providing exceptional levels of service consistently across Web, social, and traditional channels.
Tags : oracle, service cloud, irobot, customer service, customer interaction
     Oracle Service Cloud
By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
     Interactive Intelligence
By: Netezza IBM US     Published Date: Mar 27, 2012
Forrester's interviews with Epsilon, a multichannel marketing services provider, and subsequent financial analysis based on assumptions that Forrester used illustrate the potential ROI from the use of IBM Netezza appliances and concluded that IBM Netezza Data Warehouse Appliances provide competitive differentiation through faster analytics while reducing capital and operational costs.
Tags : ibm, technology, netezza, data warehouse, analytics, roi, enterprise
     Netezza IBM US
By: Adobe     Published Date: Jan 26, 2017
The perfect stock image pulls triple duty for creative teams. That means it doesn’t just match campaign messaging. It also meets design specs for multiple channels and maps back to your overall brand guidelines. Read Finding the Perfect Image, and learn how the right stock service can help you: - Spend less time on processes and more time on creating experiences - Keep pace with every channel, including social media - Scale creative production to meet the demands of enterprise
Tags : adobe, adobe creative cloud, stock, creative, marketing, design
     Adobe
By: Adobe     Published Date: Apr 13, 2017
The perfect stock image pulls triple duty for creative teams. That means it doesn’t just match campaign messaging. It also meets design specs for multiple channels and maps back to your overall brand guidelines. Read Finding the Perfect Image, and learn how the right stock service can help you: • Spend less time on processes and more time on creating experiences • Keep pace with every channel, including social media • Scale creative production to meet the demands of enterprise
Tags : creative assistance, graphic design, photo editing, creative cloud, design, creative design
     Adobe
By: Google - SAP     Published Date: Nov 01, 2019
"SAP has been ranked a leader in the latest Gartner Magic Quadrant for Configure, Price and Quote Application Suites (Nov 2018). According to Gartner, SAP is a Leader due to its comprehensive, integrated quote-to-cash suite, which includes lead generation, lead management, sales performance management and contract life cycle management. CallidusCloud was acquired by SAP in April 2018 and is now offered as a component of SAP Sales Cloud. SAP’s CPQ capabilities are built on .NET and offered as a multitenant SaaS solution. Key Quotes & Commentary: CRM solution integration: SAP CPQ integrates with Salesforce Sales Cloud, Microsoft Dynamics 365, SAP Hybris Sales Cloud, Netsuite and SugarCRM. This is a key point as it calms any potential fears customers might have about the openness of SAP’s Sales Cloud. Multichannel support: SAP CPQ supports direct sales, resellers and customer self-service channels with a comprehensive set of features. AI/Machine Learning. Product recommendation
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     Google - SAP
By: Art Technology Group, Inc     Published Date: Feb 02, 2009
Written by: Forrester Research and Sponsored by:  Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
Tags : art technology group, importance of customer service, necessity of customer service, customer retention, proactive chat, agent-customer co-browsing, online customer communities, unified communications
     Art Technology Group, Inc
By: IBM ILOG.     Published Date: Jul 14, 2009
This paper presents service-oriented architecture (SOA) through the eyes of people with different roles within an organization. It will show their needs, challenges and tasks as they relate to SOA.
Tags : soa, ibm, brms, multichannel, approach, business, application, maintence
     IBM ILOG.
By: Oracle     Published Date: Apr 22, 2014
Learn how different companies have integrated Cloud Web Self Service with the on-premise Siebel Contact Center to deliver a multichannel customer service experience.
Tags : cloud, cloud integration, cloud web self service, integration, siebel contact center
     Oracle
By: SAP     Published Date: Mar 24, 2011
Between May and June 2010 Aberdeen examined the experiences and intentations of more than 170 service and manufacturing enterprises in the use and selection of non-field based service delivery channels enterprises.
Tags : multi-channel service delivery, service delivery, multi-channel framework
     SAP
By: Gleanster     Published Date: Jan 23, 2012
This Deep Dive analyst report from Gleanster Research explores how the notion of synchronization not only allows companies to achieve their desired business objectives in multi-channel customer service, but also gives customers a reason to celebrate. It discusses the core technology enablers as well as the key business processes required to achieve cross-channel customer service.
Tags : gleanster, marketing, cross-channel, customer service, customer satisfaction
     Gleanster
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