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voice the customer

Results 1 - 25 of 74Sort Results By: Published Date | Title | Company Name
Published By: SAP     Published Date: Aug 14, 2018
Today, ERP is a cornerstone of many organisations’ tech infrastructure. Yet many of the solutions in play are legacy products, decades old and designed for an entirely different business landscape. With industry leaders expressing concern that out-of-date ERP solutions have now become an impediment to competitive business, IDC set out to uncover what exactly modern companies need from their ERP systems, and why SAP S/4Hana seems so well placed to deliver.
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SAP
Published By: Cylance     Published Date: Jul 02, 2018
Artificial intelligence (AI) seems to be on everyone’s mind. It powers natural language recognition within voice-powered assistants like Siri and Alexa, beats world-class Go players, and enables hyper-targeted e-commerce and content recommendations across the web, as we see with Amazon and Netflix. But recently, AI has begun actively expanding its footprint within the enterprise. Executives are trying to more fully comprehend what AI is and how they can use its insights into their data to better capitalize on business opportunities. This additional information can enable engaging with customers more productively and efficiently, forming an edge against the competition. Read more in our AI survey summary.
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artificial, intelligence, enterprise
    
Cylance
Published By: DocuSign     Published Date: Mar 23, 2016
Doing more with less is the name of the game for SMBs. Learn about DocuSign’s suite of solutions for small business that let you deliver contracts, get approvals, sign invoices— all without an IT department. DocuSign seamlessly integrates with Salesforce and is easy to use for you and your team. Speed up sales, hire employees faster, and give your customers another reason to rave. Come hear directly from DocuSign product leads and customers about how you can make DocuSign for Salesforce go to work for you.
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DocuSign
Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement, business management, business process management, customer interaction service, customer relationship management, customer satisfaction, customer service, collaboration
    
Pega
Published By: Pega     Published Date: May 24, 2016
The digital service revolution is well underway. For communications service providers (CSPs), it means going beyond traditional voice and data and upgrading their entire digital communications infrastructure. Research shows enterprise-class organizations are allocating heavy dollars towards communications solutions and prefer a single provider for digital services. This is a massive opportunity for CSPs to expand their services, generate more revenue, grow profit and increase market share. However, the majority of enterprises reported not receiving a consistently excellent experience with their most recent service contract. As a result, many switch to new providers. CSPs are losing credibility and the loyalty of their customers because of legacy and traditional systems that constrain their ability to act quickly. Enterprises are looking for CSPs who understand their complex business and can offer a full portfolio of digital services with quality and creativity to meet their needs.
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Pega
Published By: RCN Business     Published Date: Nov 11, 2014
In a changing business climate, you're only productive as the technology that supports you. In fact, having the right services can mean the difference between one more happy sale or one less customer. Don’t settle for "one less" - get the right solution for your business with RCN Business Services. RCN Business Services offers a full suite of communications products and services to businesses of all sizes, including Internet, voice, video and network solutions. We are a facilities-based provider that offers extensive fiber density with redundancy and superior performance. Spanning over 6,000 miles, the advanced fiber-rich network is completely diverse from other communications providers, enabling businesses to experience exceptional customer service, quicker installation and issue resolution. RCN Business operates on three fundamental tenets: Partnership, Choice and Technology. These fundamental tenets guide how RCN Business approaches the sales process, addresses its customers, and supports its products and services. Partnership: The process starts with a dedicated RCN Business account representative actively listening and learning the needs, goals and challenges of a business. The trained and experienced RCN Business staff then delivers a customized solution. Choice: RCN Business understands that one size does not fit all. The goal is to create a reliable, customized technology solution that contributes to a business’s success and growth. Technology: Technology and customer support are critical to any business. With RCN Business owning and having full control of its network, businesses get local U.S. based operations, faster response times and a continuous monitoring for superior uptime.
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lan, voip, business communication, wan, pbx, networking, wireless, analog communications, digital signal processing, embedded systems and networking
    
RCN Business
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology, enterprise applications
    
Genesys
Published By: Sprinklr     Published Date: Nov 22, 2016
CXM is the process of providing unforgettable experiences to your customers at every touchpoint – online, on the phone, on social, and in person. It’s the future of every business operating in a networked world. So where do you begin?
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Sprinklr     Published Date: Nov 29, 2016
A whitepaper that discusses the impact of social media on customer service models, and how companies need to shift their strategy to effectively manage customer experience.
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
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ovum, multichannel cloud contact center, contact center, decision matrix
    
Genesys
Published By: New Voice Media     Published Date: Apr 27, 2017
By investing in Salesforce you demonstrate a clear interest in your customers and their success. NewVoiceMedia will take that investment to the next level by integrating your communications platform with your customer and prospect data in Salesforce to provide a context rich, superior sales experience.
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salesforce, newvoicemedia, sales, service, data
    
New Voice Media
Published By: New Voice Media     Published Date: Apr 27, 2017
By investing in Salesforce you demonstrate a clear interest in your customers and their success. NewVoiceMedia will take that investment to the next level by integrating your communications platform with your customer data in Salesforce to provide personalized, exceptional service.
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salesforce, newvoicemedia, sales, service, data
    
New Voice Media
Published By: Epicor     Published Date: Jun 06, 2018
You arrive at the office and watch helplessly as your AP processing team tries to avoid an avalanche of paper invoices while simultaneously juggling non-stop vendor service calls. The phones are ringing off the hook and the sound and sight of inefficiency is maddening—no one is happy. You try to move, but can’t. Thankfully you wake up and realize it was just a dream. Wiping the drool from your cheek, you resolve to update your own AP process before it’s too late. This scenario is a familiar recurring nightmare shared by many Accounts Payable Managers, Controllers and CFOs—and for good reason. Without scalable AP and invoice processing, your business cannot flourish or reach maximum potential. In this eBook, we’ll show you how integrating your AP processing with your accounting software will help you save time and money, allowing you and your team to focus on your customers and your business.
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Epicor
Published By: Sprinklr     Published Date: Sep 28, 2017
After the largest tech merger in history, Dell and EMC needed to align their marketing and social departments. Karen Quintos took the challenge and along with Alison Herzog formed the Chief Customer Office.
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
At the Sprinklr Digital Transformation Summit in Nashville, Cisco Chairman John Chambers issued a stark warning during his keynote address: “75 percent of the companies in this room will be digital in just four years, that’s the good news,” Chambers said to the audience. “The bad news? It’s only going to work for a third of you, because you won’t reinvent yourself.”
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customer experience, customer retention, customer service, digital marketing, digital marketing strategy, technology trends, voice of the customer, social customer service, digital transformation
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
"The Harvard Business Review recently surveyed 600+ executives from the world's biggest companies to uncover their customer experience strategies. The survey reveals that customer experience is vital for business success, and establishes social media as the foundation for customer experience. "
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customer service, customer experience, customer retention, voice of the customer, social customer service, social customer care, customer care
    
Sprinklr
Published By: Sprinklr     Published Date: Sep 28, 2017
Three billion people are connected and empowered like never before. Consumers don’t just consume. They push. They pull. Doing so with equal and forceful power. This means an advocate can draw draw thousands toward you. Conversely, a detractor can repel others from getting close to you. How these individuals choose to apply that force is a direct result of one thing: their experience. A feeling that’s shaped by each interaction with your brand.
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customer service, customer relationships, customer experience, customer retention, voice of the customer, social customer service, customer journey
    
Sprinklr
Published By: DocStar     Published Date: Jun 11, 2018
You arrive at the office and watch helplessly as your AP processing team tries to avoid an avalanche of paper invoices while simultaneously juggling non-stop vendor service calls. The phones are ringing off the hook and the sound and sight of inefficiency is maddening—no one is happy. You try to move, but can’t. Thankfully you wake up and realize it was just a dream. Wiping the drool from your cheek, you resolve to update your own AP process before it’s too late. This scenario is a familiar recurring nightmare shared by many Accounts Payable Managers, Controllers and CFOs—and for good reason. Without scalable AP and invoice processing, your business cannot flourish or reach maximum potential. In this eBook, we’ll show you how integrating your AP processing with your accounting software will help you save time and money, allowing you and your team to focus on your customers and your business.
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DocStar
Published By: Qualtrics     Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a closed-loop process. Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today, market leaders are shifting their listening and response mechanisms faster as VoC programs represent a huge opportunity for driving loyalty and increased sales. A recent study sponsored by American Express®—the American Express Global Customer Service Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than they are to share about a positive experience.¹
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Qualtrics
Published By: Dassault Systèmes     Published Date: Aug 08, 2017
Aerospace and Defense companies delivering complex products in competitive markets must overcome many challenges to manage requirements throughout the product lifecycle. Among the most difficult challenges are integrating complex systems engineering processes, promoting collaboration among multiple engineering disciplines and enabling the sharing of intellectual property within globally dispersed teams. Companies seeking a way to efficiently manage product requirements can leverage a comprehensive product lifecycle management (PLM) solution to: • Effectively reuse intellectual property to reduce time to market • Increase product innovation • Improve overall traceability of requirements throughout the product lifecycle This paper will highlight the criteria needed for a comprehensive requirements management solution that incorporates PLM to offer customers a scalable, enterprise-grade solution.
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customer, product lifecycle, aerospace, defense, management, plm, dassault
    
Dassault Systèmes
Published By: Reputation.com     Published Date: Jun 29, 2018
The past year ushered in some big changes for Online Reputation Management (ORM) — and the practice has become indispensable for any location-based enterprise. In 2017, review sources proliferated, consumers became more savvy about the validity of online reviews, and the position of Chief Experience Officer started to gain traction among locationbased organizations. ORM and SEO became increasingly intertwined as Google refined its search algorithms with a strong emphasis on reviews and star ratings. This year, expect to see these four trends move to the forefront: 1) Google will extend its dominance in online review volume and consumer exposure, eclipsing all other specialty sites. 2) SEO will be reinvented as user-generated reviews weigh more heavily in search rankings. 3) The voice of the customer will no longer be siloed across disconnected categories. 4) Consumer feedback from reviews and social media will drive operational improvements.
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Reputation.com
Published By: Adobe     Published Date: Feb 02, 2011
Read this white paper for a survey of the current state of customer experience at 141 firms across North America and find out how your own organization's efforts compare.
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adobe, online customer experience 2010, voice of the customer, voc
    
Adobe
Published By: Genesys     Published Date: Apr 07, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to learn how to: - Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences - Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice - Evaluate the top five capabilities of a Customer Experience Platform
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genesys, contact center engagement, customer engagement, omnichannel experience, customer experience
    
Genesys
Published By: Intouch Insight     Published Date: May 15, 2018
From "actionable insights" to "voice of the employee (VOE)", there are many buzzwords related to customer experience management. This handy 3-page guide will help you decode all of the industry buzzwords. Inside you'll find: • Age of the Customer • CX Action Campaigns • Data Mining • Double-Barreled Question • Key Driver Analysis • Net Promoter Score • Omnichannel • Many more!
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Intouch Insight
Published By: Verint     Published Date: Jan 16, 2013
Your customers have a big voice, and they're using it all the time. Verint helps you put the voice of the customer to work for you, resulting in an experience that your customers will never forget.
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customer experience, customer experience management, customer engagement, verint, vovici, customer service
    
Verint
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