Must Read Articles on Omni-Channel Customer Engagement

  • Omni-Channel Customer Engagement When you're wearing the hat of the customer, how do you want to interact with your favorite brands when you have a question or problem to solve? For those of us who still place phone calls, the interaction often …
  • Omni-Channel Customer Engagement Companies are in a bit of a bind today. The promise of omnichannel customer engagement - a great customer experience through a wide choice of communications media - means that organizations are opening doors for customers to encourage the…
  • Omni-Channel Customer Engagement Today, successful customer engagement is critical to a company's success. Customers place more importance than ever on the customer experience, and it influences whether customers stay or defect to competition. (And tell all their friends…
  • Omni-Channel Customer Engagement There's a lot of conflicting anecdotal information about customer self-service. On one hand, many studies indicate that customers prefer to find answers for themselves when they have a question or an issue in order to avoid seeking live …

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Experience Continuity

Experience Continuity: Context Cookies Provide Continuity When Switching Channels

Imagine calling an IVR that starts by saying “should the call ever get dropped or you need to hang up before resolving your issue, don’t worry, we'll remember where you left off, so you'll experience continuity next time you call in, use our mobile app, or log on to our website...
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Aberdeen report

Trupanion Realizes a 340% ROI with an Omni-Channel Contact Center Solution

Trupanion A leading provider of pet insurance in North America has been taking care of pet owners for over a decade by offering fair, affordable pet insurance and exceptional, compassionate customer care...
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Interactive Text Response:The Key to Re-Imagining Customer Service

Interactive Text Response:The Key to Re-Imagining Customer Service

Communicating with text is now second-nature. Text is conversational, convenient, familiar and fast. It includes mature forms like SMS and social media channels, as well as newer messaging applications like WhatsApp. In a recent consumer survey, over 70% of people told us they want the ability to solve product and service issues by themselves using their preferred communication method. Therefore, text-based self-service is the foundation of a re-imagined customer service strategy...
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Global Cloud Hosting Architecture

Flash Forward: 2015 Customer Engagement Channels

Customer needs, wants and behavior s change almost with the blink of an eye in today's always - on, always - connected world. This means that businesses must regularly re - evaluate the channels they use to interact with customers, and ensure that they are aligned with buyer preferences. This document wi ll provide an overview of research findings on the channels companies currently utilize or plan to incorporate within their customer experience management (CEM) programs in 2015...
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Zipwire Cloud Contact Center

Aspect® Customer Experience Platform (CXP)ls

Improve the customer experience, simplify development and deployment of customer contact applications, make changes and updates faster, and protect your investment. Aspect CXP is the only platform and toolset that supports the entire self-service application lifecycle from design to deployment to application tuning...