Currently, only around 10% of customers say the companies they buy from are meeting their expectations for a “good experience”. When these consumers have unlimited choices for where to purchase goods and services, the 90% of brands lagging behind need to either update their strategy, or risk losing their audience.
Fortunately, there are a number of innovative tools emerging throughout the technology landscape to help business leaders impress, engage, and retain their customers. From CCaaS solutions built to unify multiple channels for communication, to CRM centres for tracking the purchasing journey, there’s something to fit virtually every use case.
In this environment, some vendors have begun to separate themselves from the crowd, by producing a range of more innovative, creative solutions. Here are just some of the top vendors leading the way to the future of customer experience.
8x8
One of the top vendors in the UCaaS and CCaaS landscape today, 8x8 provides companies with the tools they need to create a custom strategy for success. The organisation specializes in everything from omnichannel communications to workforce management and engagement. One of the most interesting solutions introduced by 8x8 recently, is its “XCaaS” platform.
The XCaaS ecosystem from 8x8 combines contact centre functionality with UC tools for collaboration via voice, video, and chat. With this all-in-one landscape, brands can simultaneously synchronize their team members, reach clients across every channel, and collect valuable insights into customer experience. 8x8 even supports endless integrations for other leading tools, for a true single pane of glass experience for service agents and employees.
Genesys
Named a leader in the CCaaS landscape by Gartner no less than 8 times, Genesys has proven itself as a phenomenal vendor for companies focused on CX. Not only does the brand offer a phenomenal cloud contact centre environment, but it also supports brands with tools for customer journey management, automation, and AI-driven self-service.
The Genesys Cloud CX platform aligns employees in an easy-to-use environment where they can manage and control customer journeys from start to finish. There are even custom apps and integrations available to extend the functionality of the platform. What’s more, Genesys can help with employee experience too, with a powerful Workforce engagement platform.
NICE
Another world-recognised leader in the CX space, NICE offers a comprehensive CX platform designed to enhance every journey. The CXi environment is one of the few in the industry today to focus on the entire “Total Experience” space. Not only do companies gain access to a comprehensive cloud contact centre environment, but they can also access tools for journey orchestration, automation, intelligent self-service, and employee management.
NICE has a comprehensive ecosystem capable of transforming every part of the CX space. Brands can use the technology to create proactive conversational AI tools and chatbots, engage the workforce and track quality management. NICE also provides phenomenal tools for conversational analytics, reporting, and robotic process automation.
Salesforce
There’s a good reason why Salesforce is commonly considered to be the number one CRM provider of all time. This unique company focuses on providing businesses with the insights, automations, and intelligence they need to create powerful customer journeys. With Salesforce, brands can improve their marketing, sales and service strategies using a host of intuitive, forward-thinking tools.
Not only can Salesforce give businesses a place to store all of their information about their target audience, but the platform also makes it easier to draw meaningful conclusions from customer data. With in-built AI tools and automations, organisations can boost employee productivity, guide their team members towards incredible outcomes wherever they are, and track customer satisfaction. There are even special tools specifically intended for different industries.