Category: Multichannel

3 Key Takeaways from Argyle Customer Experience Leadership Forum

By Liz Pedro, Customer Advocacy Director

“The #1 reason to recommend a company is outstanding service” —JP Saunders, Senior Director of Strategy, Oracle

It’s the holiday season full of shopping and gift giving. But two weeks ago in San Francisco I received the gift of enlightenment as I attended the Continue reading

Time to Start Thinking of Customer Service as a Business Driver in 2017

By Kevin Gavin, CMO

This article was originally published on VMBlog, here.

Video Customer Service Turns Mainstream

As the modern customer increasingly feels empowered to communicate with brands via various channels like phone calls, texts, social media and more, the rise in video communication will become more mainstream. Just as social media brought on a new way to communicate with consumers, video will be a powerful tool to ease pain points in an easy and efficient manner. In 2017, more businesses will move to adopt video as the new normal in customer service or risk getting left behind. Continue reading

Five9 and Zendesk Are Serving Up a Cup of Awesome Customer Experience

By Teresa Dodson, Sr. Manager Channel and Partner Marketing

‘Tis the season! The weather is cold and the drinks are warm. Five9 and Zendesk are here to help, brewing up a cup of awesome customer experience.

Five9 and Zendesk are combining forces to deliver an integrated solution that enables our joint customers to provide personalized and productive interactions with their customers. The expanded partnership combines the leading cloud contact center solution provided by Five9 with the advanced customer service platform provided by Zendesk. Together we help contact center agents deliver a personalized experience to their consumers. Happy consumers that have their issues addressed quickly are likely to turn into happy loyal brand consumers.

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5 Things You Should Know Before Moving Your Contact Center to the Cloud

More and more of the modern world is running on cloud based technology. Compared to on-premise applications, the cloud offers many benefits, including state of the art infrastructure, lower capital expenses, automatic updates and the ability to scale to meet demand.

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Cloud Contact Centre and CRM Solutions – The Perfect Combination

By Paul Thomas, Managing Director EMEA

Today, more and more enterprises are adopting cloud-based technology in all areas of business operations to bring greater benefits, like cost savings, ease of integration, and scalability.

In the on-premise world, your customer insights are most likely tied to an existing platform as an independent, stand-alone solution, which is not connected with other corporate systems. On-premise solutions are slow to change, and in a rapidly changing business environment, that is unacceptable.

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Modernizing Your Contact Center Through Customer Journey Management

By Mayur Anadkat, VP Product Marketing

We have all had the following experience: You call into a customer service line and an interactive voice response (IVR) guides you through options such as billing, customer support, or technical support by pressing numbers on a keypad. Once you’ve picked through the available options, the IVR then asks you for your name, your account number, and your social security number.

[Long pause]

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Evolution of the Modern Consumer

By Mayur Anadkat, VP of Product Marketing

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.

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Five9 + Salesforce = Better Together

By Mike Burkland, President & CEO of Five9

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.

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The Importance That “Point of Record” Brings When Integrated Within the Contact Centre

By Paul Thomas, Managing Director EMEA

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.

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