Customers want all companies to deliver the same digital experiences they get from global leaders like Uber and Netflix – so why are they not delivering?

Most companies say that technology is the roadblock when it comes to delivering digital customer experiences. Either there’s no budget, their legacy systems aren’t up to it, or there’s a lack of in-house expertise.

When it’s working for you, technology is a source of innovation, agility, new revenue streams, richer data and deeper customer relationships. But it can also be a huge time and cost sink, a cause of poor margins and customer attrition, and poor service.

Placing digital customer experience at the centre

Most companies use a combination of proprietary software, off-the-shelf vertical applications, and other legacy software for CRM, marketing, invoicing and other back office processes.

Adding digital channels – in a seamless manner that eliminates data and process siloes – adds another layer of complexity to the picture.

The most difficult part of being able to leverage all this technology across the business, however, is getting it all to work together. For us, that means putting the customer-facing agent (or the automated systems with which customers interact) at the centre of the operation and building out from there.

This means investing in the technologies that enable customer-facing personnel to efficiently handle those meaningful interactions which define any customer relationship, specifically:

  • Agent desktop and workflow software to provide agents with access to the data and systems they need when needed,
  • Automation technology to make key repeatable processes run efficiently and cost effectively,
  • Use of digital channels such as email, chat, and messaging, as well as self-service, to target and acquire new customers,
  • Analytics to understand the needs of customer segments, develop better product solutions, and improve the speed and accuracy of claims.

Integration is what delivers the digital customer experience

The key to unlocking all the benefits of the digital customer experience revolution is that everything must appear seamless from the customer’s point of view. In a multi-channel or omni-channel environment this means that when a customer switches channels, they should not have to repeat themselves or be transferred between departments.

The ability to take a process which must run through numerous customer-facing, back office, and partner integrated systems and have it run seamlessly is not just a boon for customer experience, it is also a great cost saver.

Components

Supercharge your programs with apps, components and integrations

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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