Ensure great consumer satisfaction and higher productivity levels by considering the bigger customer engagement picture - from self-service to agent-assisted, from the contact center to the larger enterprise, on-premise to cloud. Once all those component pieces fall into place, so will higher profits, reduced operating costs and overall market success. Click on each section heading to learn more.
This omni-channel customer experience has become the new gold standard, as customers expect to receive service when, where, and how they want it. Virtually every aspect of our lives - the way we work, shop, communicate, seek information, spend our free time, etc. - is evolving and becoming omni-channel.
Speech and touchtone driven self-service phone portals are commonplace, but companies need to evolve their communications and support strategies to capitalize on the widespread adoption of text-based channels and smart mobile devices. Companies need to adopt technology that simplifies the adoption of SMS, mobile web, smartphone apps and social networks as customer service channels with a design once, deploy anywhere solution. Thats automated dialogues writ large.
Strategic consulting can deliver needed resources and expertise from professionals who not only understand how to optimize system performance but also understand the business challenges you are facing and how to overcome your obstacles to success.
The front and back offices are inextricably coupled in serving customers. An integrated suite of back office administrative solutions for improving productivity, reducing cost and better harmonizing with front office processes is a must in this omni-channel age.
Gathering the right data, at the right time, for the right impact is critical for understanding the dynamics, quality and outcomes of every interaction. Make every interaction a source for a new competitive advantage in an era where the contact center is the new center of the customer experience. Whether the data originates in the contact center or elsewhere in the enterprise, reporting and analytics can help your business in many areas, such as:
Voicenet self service solutions are backed by a seasoned team of experienced professional services and technical support staff. Voicenet offers comprehensive application consulting, training and support services, and is committed to delivering the most powerful and flexible self service solutions for customer service.