Customer Experience, Contact Center Solutions and the Move to 'Constant Personal Attention'

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Edited by Jamie Epstein


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Vertical Solutions and Cameo Solutions Call Connector to Enhance Customer Experience

Certified Center of Excellence Bestowed on EyeMed Vision Care's Customer Service
EyeMed Vision Care's customer call center was awarded the "Certified Center of Excellence" designation from BenchmarkPortal. This is the third time that EyeMed Vision Care's customer call center received this honor and BenchmarkPortal also ranked EyeMed's call center in the Top 15 of the Top 100 Award for the second year in a row. EyeMed Vision Care is a vision benefits company and also a part of Luxottica.

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TMCnet's Customer Experience Management Technology Week in Review

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Emailvision appoints Michael Thompson as Vice President of User Experience

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TMCnet Customer Experience Management Week in Review

Seven Criteria for Identifying the Best Contact Center Technology Partner:

Migrating enterprise technology into the cloud has become a top priority for large companiesand small to medium-sized businesses alike-and for good reason. Cloud technology lowersthe total cost of ownership (TCO) of technology hardware and software, smoothes the costcurve of scaling key organizational functions, and clears obstacles from the road to workforcevirtualization. Download Now --

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SAP and Big Data - At the Controls of the 360 Degree Customer Experience

In short, contact centers cannot provide superior customer experiences unless/until the silos are broken down. There needs to be a way for all of the interactions, on all corporate data bases can be (to use another popular jargon term) “federated.” In fact, going back to the first two audiences of customer experience, it means that the structured and un-structured data from various parts of an enterprise —from ERP systems, inventory and delivery databases, sales and marketing, etc. — need to be inter-meshed, and capable of providing useable information on-demand and in real time.

Enter Big Data

The SAP introduction of SAP BusinessObjects Predictive Analysis Software that is powered by the SAP HANA Platform is a critical part of the move toward federation that can enable enterprises to deliver to everyone who needs it, but particularly those who touch customers directly and often, the information and insights they need to up their game in engaging customers. It is the HANA Platform that provides the capabilities to crunch the big numbers and enable the ability to visualize data. Predictive modeling is only one piece of the puzzle. As if not more important is the ability for customer-facing employees to be able to provide inquiring minds answers to their questions at a level of detail previously unattainable in real or near real time.

None of this is going to be easy. I liked the way Marc Alvarez, Senior Director for Reference Data Infrastructure at Interactive Data recently blogged in discussing big data in the context of financial institutions:

“When looked at as a whole, this positions big data at a very interesting intersection between data content, technology, and analytical capability. It involves the pre-processing of data before a firm makes strategic decisions based on it. The pressure to keep pace and thrive in this environment is going to place a premium on having the right software and other infrastructure in place. For data suppliers this means being able to offer a far wider (as well as deeper) universe of content on demand and in a form that is easily consumed. The historical partnership between supply and application of data is going to become even more important and sophisticated as a result.”

SAP, coming from its historical core competencies of enterprise resource planning (ERP), business process automation (BPA) and customer relationship management (CRM), believes that it has a meaningful leg up in the market. It’s growing leveraging of the HANA in-memory distributed data platform is destined to make it a key player in the evolving big data space. 

What was most interesting about the session with SAP and its reference accounts was what the two customers had to say. EMIYoshi’s Zafir stated, “We evaluated a number of vendors and found SAP met our needs based not only on functionality, but also on price its support from the company and its community.” Woodward noted that, “We are taking a gradual approach but are extremely pleased with the flexibility SAP has given us not just with our customers but with our internal stakeholders as well.”

One factoid that emerged in the discussion really was a grabber. Iyer noted that there are now 8,000 executives around the world with “customer experience,” in their titles. He said that these were executives empowered to look at how improving the experiences of the internal enterprise users to meet their needs and the needs of their ecosystem partners were having a real impact on improving the way end users experience a company’s people, products and services, and business processes.

I asked Iyer how much had changed since work started on the book almost two years ago. He responded, “It is hard to keep up with the pace of technology change, but the fundamentals of what will be required to provide improved customer experiences remain the same. It is not just in having the right tools. It is in knowing what you have, what it tells you and then knowing what to do with and about it. That is how you go beyond traditional customer service and get to providing 360° customer experiences.”

Not a bad place to end.   For that matter it happens to be a good place to start as well.

Edited by Jennifer Russell
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Voxeo's Location-Based Intelligence and Voice Self-Service Make for a Safer Mobile Experience

By Nick Ruble TMCnet Contributing Writer

Through its interactive voice response (IVR) platform, Voxeo (News - Alert) has successfully implemented a means of tracking a caller’s location for voice, text and mobile web interactions. The caller’s exact location is determined by Voxeo’s location based services (LBS), making things like finding a specific store, requesting roadside assistance, or obtaining traffic information considerably more easy and safe – no need to enter data manually or download any apps.

Since Voxeo’s IVR infused location based services are compatible with all major wireless carriers across the U.S., 90 percent of the nation’s consumers will have access. Services like Yelp, Foursquare (News - Alert), and Matchbook will surely benefit from this new solution, but it also opens a whole new window of opportunity for advertising – location based advertising (LBA) to be exact. Once the user subscribes to a company’s LBA service, they will begin receiving specifically tailored advertisements on recommended products, etc. whenever they’re in the vicinity of said company. This could prove to be a superior method of advertising, considering the potential for extremely personalized marketing to subscribers based on previous purchases.

Additionally, this new solution will help out tremendously in the fight against identity fraud. Mobile devices are typically easier to hack than a PC, and manually entering information over WiFi (News

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