multi channel service

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By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Tags : cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking
     Cisco
By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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     ttec
By: Evariant     Published Date: Mar 28, 2019
Healthcare marketers look to drive growth for their organizations, the orthopedic service line is incredibly competitive; digital trends show that orthopedics is one of the most searched services in healthcare. This guide explores five critical steps to building, implementing, and executing an optimal multi-channel orthopedic service line campaign.
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     Evariant
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: 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: Oracle     Published Date: Sep 10, 2012
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential.
Tags : oracle, agile, secure, service, cloud
     Oracle
By: Oracle     Published Date: Apr 05, 2013
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
Tags : competitive market, exceptional multichannel service, service, customer service, tough challenge, oracle, agile, secure
     Oracle
By: Oracle     Published Date: Nov 01, 2013
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
Tags : zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
     Oracle
By: Oracle     Published Date: Nov 13, 2013
In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.
Tags : zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
     Oracle
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: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
Tags : interactive intelligence, contact centers, organizations, deployment, cloud, solutions, seasonal traffic, infrastructure
     Interactive Intelligence
By: CA Technologies     Published Date: Jan 15, 2014
Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.
Tags : ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
     CA Technologies
By: CA Technologies     Published Date: Jan 15, 2014
Customers are embracing new technologies and they want to interact through a variety of applications, at any time and from any device. Many consumer facing organizations are racing to enable new interaction channels to innovate, grow their business and improve customer loyalty. As they expand online services and add mobile and social media interaction there is an increasing need to both secure and coordinate these activities. The key challenge is to deliver innovative new applications and services quickly and to provide an excellent customer experience across multiple channels.
Tags : ca technologies, crm, customer relationship management, delivery, security, multi-channel, customer environment, customer experience
     CA Technologies
By: Genesys     Published Date: May 14, 2013
Today, the gap between a customer’s expecta-tions and the service they receive is huge. Customers are increasingly knowledgeable about the products they use, and demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media.
Tags : genesys, customer service, social media, personalized customer service, text-based media, people management
     Genesys
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 08, 2019
Angesichts der zahlreichen Optionen, die der äußerst dynamische Markt für cloudbasierte Contact Center bietet, ist die Suche nach der richtigen Lösung für Ihr Unternehmen eine Herausforderung. Vergleichen Sie mithilfe der „Ovum-Entscheidungsmatrix für die Auswahl eines cloudbasierten Multichannel-Contact-Centers, 2017–18“ ganz einfach die führenden Anbieter von Contact-Center-Lösungen anhand ihrer Fähigkeit, umfassende Funktionen für das Routing von Anrufen und kanalübergreifenden Kundenservice in der Cloud bereitzustellen. Außerdem erfahren Sie, warum Genesys als „Leader“ eingestuft wurde, der Lösungen für Unternehmen jeder Größe und in allen Branchen weltweit bietet. In der Ovum-Entscheidungsmatrix finden Sie: eine Gegenüberstellung cloudbasierter Contact-Center-Lösungen basierend auf einer Bewertung ihrer Technologieplattformen einen Vergleich der Anbieter anhand ihrer Fähigkeit, kanalübergreifende Kundeninteraktionen zu unterstützen und mittels Analysen Verbindungen zwisch
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     Genesys
By: Redstor UK     Published Date: Mar 12, 2018
A majority of businesses have adopted digital platforms across multiple channels and in many cases successfully utilised them to drive efficiency and profitability. Technology, and the data that often underpins it, has become an extremely valuable asset for businesses of all sizes. The way that companies do business has also changed and technology has played a key role in this, customers now expect instant gratification and a service model that suits their specific needs. This paper will analyse the cause and effect of companies implementing digital transformation strategies and understand the role of cloud technologies within this. It will also explore some of the wider aspects of business transformation and the journey’s businesses take to implement innovative technologies.
Tags : digital, transformation, innovation, cloud, business, optimization
     Redstor UK
By: Sage Software     Published Date: Oct 23, 2018
Be ready for the future today, with Sage Business Cloud Enterprise Management To manage this growing technology and business complexity, modern ERP is a must for distributors. It’s needed due to: • A need for multiple sales channels, both offline and digital • Ever-growing product portfolios, including offerings that may be customized, complex or bundled • The addition of value-added services, which could include assembly and labelling • Pricing, rebates and the addition of incentives that could drive profitability • Calculation and demand complexity, which increases the need for customer segmentation Modern ERP is the driver of digital transformation for a distribution business. It can provide streamlined processes, centralize back office functions, allow new service offerings, and help in understanding profitability.
Tags : bms, enterprise accounting, enterprise intelligence
     Sage Software
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: 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: hybris software     Published Date: Aug 01, 2012
Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
Tags : multichannel, retailing, multichannel retailing, technology considerations, hybris, pos, point of sale, print
     hybris software
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: Google - SAP     Published Date: Nov 13, 2019
Configure, price and quote (CPQ) application suites enable sales organizations to streamline and optimize the creation of quotes and orders for complex, configurable products or services. CPQ application suites exist within a larger ecosystem enabling the quote-to-cash business process. Leading CPQ solutions support the: Selection of products Configuration of products Pricing of products Creation and negotiation of quotes Capture of orders across multiple channels of customer interaction Most CPQ solutions support multiple channels. Those channels include direct sales, the contact center, points of sale, resellers and customer self-service. Gartner clients consistently request cloud solutions when evaluating CPQ vendors and their offerings. Consequently, the CPQ vendors included in this Magic Quadrant all offer cloud-deployed solutions that provide out-of-the-box support for sales force automation integration, product selection, configuration of options, pricing and proposal generation
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     Google - SAP
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