It’s an understatement to say the world of customer service has changed. Today’s customer, including me, wants to be able to get a response, quickly from customer service via whatever technology is convenient. Unhappy with a service? Tweet it. Questions about a product you’re thinking of buying? Web chat.
Why is customer service, bad or good, such a hot topic right now?
Salesforce recently announced that they are piloting Open CTI for the Lightning Experience in the Salesforce Summer ’16 release — with Five9 cloud contact center solution as a proof point for the CTI-empowered Lightning Experience. Read the full Salesforce blog post here: Lightning Strikes Open CTI: Why Voice Matters Now More Than Ever. Our success with Open CTI for the Lightning Experience is just the latest of a succession of Five9 innovations that demonstrate the power of integrating with Salesforce, including Sales Cloud and Service Cloud, Omni-Channel and Lightning CTI.
Salesforce and Five9 are in the business of changing the game by enabling an intelligent, state of the art experience for the omnichannel customer journey.
Vegas – we meet again! I am no stranger to this place. Many conferences are held in the entertainment capital of the world. And what better place to hold the world’s largest contact center conference. I’m talking about IQPC Call Center Week. Last week I attended the 17th annual conference that welcomed over 2,000 attendees, more than 200 technology solution providers, and over 130 speakers. According to the last year’s post show report, attendees at this event have global responsibilities (30%), have more than five years in strategic contact center or customer experience role (58%), are attending to optimize their current centers (82%), and are launching and planning for a new center (19%). With that is a tremendous amount of opportunities to see what is going on in the industry right now.
In the city of Las Vegas, where everything is an orchestrated show, it was great to see un-orchestrated examples of partnerships in action.
In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.
It’s finally time to remodel the inside of your house. You’re a little apprehensive because you think you know what you want but have never done this before. Your neighbor just remodeled a room in their house, and it reflects your taste. You ask the neighbor for the contractors who completed the remodel and you give them a call. With the experience that these contractors bring, they become your trusted advisors. They’ve done this before. You’ve seen their work. You appreciate the level of detail and options they provide you based one what they have seen. You also trust that they will complete the work as well as they did your neighbor’s home. Wouldn’t you want the same type of trusted advisor for your customer experience needs?
The customer service industry is experiencing some technology growing pains. We are seeing a lot of examples of the next big thing and trending technology ideas go through an awkward stage, like puberty. Not quite developed for the future, but apparent for everyone to see we are hitting a time of real change. I’m feeling a huge push in technology to want to be part of the Internet of Things (IoT) and bots becoming the new normal, but the maturity level of these are stuck at an awkward, teenage level. IoT and bots are in their early days, not sure where they fit in, still trying to find a home, not quite confident and accepting that this is the new normal.
As I am gearing up for Salesforce World Tour London this week at London ExCel on Thursday, 19th May 2016, I am preparing to make the most of my time at this event. This jam-packed London Salesforce attraction with approximately 8,500 attendees has a busy agenda. I am excited to hear from executives, customers and product experts who will discuss and demonstrate to the attendee’s how to transform your business.
By Walt Rossi, Vice President Business Development
Last week I attended the Oracle Modern Customer Experience (CX) Conference, in the headquarters of a true representation of customer experience, Las Vegas. This annual event gathers thought leaders for customer experience management focusing on Oracle’s CX solutions: Marketing, Sales, and Service Cloud. It was great to see everything there is to offer in Oracle CX all under one roof, because that is how it works in the real world. The several thousand attendees gathered to learn about trends in CX, hear product vision and roadmap details from Oracle product leadership, and most importantly learn from the many company’s approaches to engaging customers.
Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.