Customer experience is one of the biggest concerns that today's companies need to face. If you can't deliver the experiences that your clients are going for, then they have no problem abandoning you for another vendor that can provide the goods.
The question is, in today's ever-changing business world, how do you make sure that you're delivering the moments that your customers crave?
Enghouse Interactive is one of the leading experts in the customer communications world today. Through immersive contact centre solutions, they give companies a way to differentiate their services, provide customer loyalty, and gain feedback. Enghouse Interactive is also one of the fastest-growing software companies in the space today.
To glean a better understanding of how the world is changing in the context of CX and customer experience solutions, I spoke to Group VP of marketing and alliances for Enghouse Interactive, Jeremy Payne.
What is the Customer Conversation Like Today?
As businesses of all shapes and sizes explore new opportunities, I was keen to find out what the conversation looks like for businesses like Enghouse when they serve a customer. After all, there are plenty of PBXs and platforms out there from Cisco to Microsoft, and many of these UC and contact centre solutions take very different approaches.
"Usually, what customers are looking for is something that will sit over the top of their existing technology and push information back and forth. They want a complete overview of what's going on with their customers on all levels."
"At Enghouse, our contact centre can pull data from various proprietary systems, into a universal queue. This means that organisations don't have to waste the investments they've already made, whilst they deploy a controlled migration towards a new fully digital state"
According to Jeremy Payne, the real conversation for many companies right now revolves around system integration. In an era of disruptive technology like AI and self-service, the key focus is on making the customer experience better than ever - in a way that remains cost-effective for companies. "One of the biggest problems is simply ensuring system integration. When we visit companies, most of the time we see that they already have 90% of the puzzle pieces they need. They just haven't found a way to connect everything yet."
How Do You Approach Customers Today?
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Jeremy Payne[/caption]
With so many new technologies in the marketplace, there's a lot more to talk about in today's UC, and contact centre environment than there once was. I asked Jeremy how Enghouse addresses this new conversation.
He told me that the first thing his company does is take people back to the basics, asking them about the top customer journeys that drive revenue, compliance opportunities and cost for the business. "We find the customer journeys that require the most attention, and the ones that deliver the biggest bang for the company's buck. Then we can start to look at those journeys in terms of what customers are trying to do, and how we can make things easier for them."