There’s no doubt the internet has completely changed the way today’s modern consumer does business with a company. Before the internet, the only way a customer was able to reach a business was to pick up their landline phone, dial a 1-800 number, and wait their turn in line for an agent to pick up. What if there was no answer, or a busy signal? The customer had to try again on another day and hope an agent would pick up then. Whether the transaction was big or small, they all came through the same channel, a telephone.
By Sabine Winterkamp, Senior Director of Marketing EMEA
The contact centre market is undergoing a major evolution. Moving from complex, legacy, on-premise, multi-vendor technologies to easy to use, all-in-one solutions in the cloud. These cloud-based solutions are delivering the same capabilities and functionalities as traditional on-premise solutions – with a lot of additional advantages and fewer investments.
This article was originally published on MarTech Advisor, here.
By Mayur Anadkat, VP Product Marketing
Sally is irritated. She has enjoyed in-store shopping from her favorite department store for years, but she is finally ready to explore online shopping. While more and more people are motivated to shop online due to no crowds, variety and lower prices, Sally found that her experience as an online customer took a complete 180 since making the shift.
The reach of Pokemon Go extends beyond being just a mobile game for kids and teens. Middle-aged adults play it, Millennials play it, and based on the numbers there is a good chance that you play it too. As the digital experience that went mainstream in a few short days, Pokemon Go is by far the most addictive game being played today and the one almost everyone is talking about.
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?