Tagged: Cloud Contact Center

Moving Customers from “Cost Center” to “Asset”

Guest post by Jeanne Bliss

Within my five-competency customer experience framework, I often call No. 1 – honor and manage customers as assets – the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean.

If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers. Do they compare this data monthly? Weekly? Annually? Can they contrast it with the value of lost customers?

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My Experience at Oracle OpenWorld 2016

By Walt Rossi, VP Business Development

I had the great opportunity to attend Oracle OpenWorld, Oracle’s annual user conference in San Francisco covering all products and solutions. Oracle’s product line now spans everything from databases, enterprise applications, middleware, hardware, cloud infrastructure, SaaS applications, enterprise services, and more. I spent my time focused on the cloud applications and in particular the Customer Experience (CX) portfolio. Oracle’s CX solutions cover the Sales, Marketing, Service, Commerce, Social, configure, price and quote (CPQ) business processes. As any customer sure knows, to have a truly positive experience with a business, it requires seamless interactions across these business processes. Customers want to feel as if they are talking to one company, as opposed to five or six different people across different departments of a company.

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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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Five9 Named a Winner in 2 Categories of International Business Awards

Current status: Feeling honored.

With last night’s VMA’s, everyone has awards on their brain. Why do these awards matter? Because other people say you’re doing something right. Third party validation is one of the most important forms of recognition as it confirms that things like a strategy, viewpoint or product is accurate. At Five9, being recognized by an independent organization underscores that our company and solutions are on the path to continued success; that we’re doing something right.

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The Challenge & Solution for Next Generation Customer Service

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.

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IQPC Call Center Week Recap: Partners In Action

By Walt Rossi, VP Business Development

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.

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IQPC Call Center Week

Call Center Week is finally here! Read further for all the details you’ll need to know about Five9’s presence at IQPC Call Center Week in Las Vegas.

The Five9 exhibition booth (#1018) will be open for live demos and raffle giveaways Wednesday (9am-6pm) and Thursday (9am-5pm).

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What I’m Expecting at Salesforce World Tour London This Week

By Paul Thomas, Managing Director EMEA

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.

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7 Reasons Why Europe is Ready for the Cloud

By Paul Thomas, Managing Director EMEA

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.

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Private Twitter Messages Won’t Eliminate the Contact Center

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat

Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.

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