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Cloud Contact Centers Made Easy

Multichannel Cloud Contact Centers

Cloud contact centers allow customer service professionals and contact center managers to focus on their core tasks.

Strategic Importance of Cloud Contact Centers

Contact centers continue to grow in both size and strategic importance according to Deloitte’s 2015 Global Contact Center Survey.  Up to 96% of respondents anticipating growth in the next two years in support of customer and business needs.  As they rapidly expand in popularity, hosted or cloud contact centers allow customer service professionals and contact center managers to focus more on their core business.  They no longer have to not worry about all of the technology required to operate a successful operation. This means more time to manage contact center staffing, accounting/billing, and most importantly, delivering exceptional customer care. Another benefit is the development of new multichannel capabilities that incorporate email, chat and social media. Businesses can deploy new technology in the cloud much faster to meet customer needs.

Reasons for the growth of cloud contact centers can be seen in the many benefits cloud solutions offer.

All of the applications and services are owned and operated by the cloud service provider and maintained in the provider’s data centers. Cloud services in general have many more options to support the contact center infrastructure. This can include hosted PBX, IVR, SMS, email, and seamless delivery of quality assurance, analytics, customer relationship management (CRM) and other applications. The provider routes phone numbers to the systems installed in its data centers. Numbers and other data are then rerouted to in-house agents and/or remote agents for action.

The dominant protocol used for cloud contact centers is high speed Internet VoIP (Voice over Internet Protocol) on demand service. This allows any business to benefit from low cost soft phones on the desktop. All data is stored at the service provider data center where easy remote access is available 24/7. The real value is that companies using cloud solutions are no longer responsible for system maintenance and uptime, hardware and software updates, additional IT resources, infrastructure and paying utility bills.

Cloud Contact Center Benefits

Another key advantage of cloud contact centers is the low upfront investment. Typically, monthly payments are lower than a major upfront investment in a premised-based contact center system. Monthly fees associated with cloud contact centers can better accommodate monthly cash flow. Some vendors even offer a pay-as-you-go model. Contract commitments can include discounts based on volume and options to scale up or down based on demand.

6 Compelling Reasons to Move to a Cloud Contact Center:

  1. No Software or Hardware Maintenance Expense: There are no costs related to system support services, replacing outdated or faulty hardware or upgrading your system.
  2. Reduced IT Expenses: Eliminate monthly expenses for maintaining systems, office space and related utilities. Support may still need to be provided for local desktops and other IT equipment.
  3. Integrated PBX and Call Management Features: Select a provider that can offer call management features such as PBX, IVR, Auto-Attendant, and Call Screening. This type of provider will have a complete solution avoiding equipment and support expenses.
  4. Built-in Redundancy and Disaster Recovery: No more worries about system downtime, redundancy, or maintaining continuity in disasters. Leverage distributed contact centers, 24-hour-a-day coverage, home-based agents, disaster recovery and more.
  5. Operate from Anywhere, Anytime: Gain the competitive edge with the opportunity to staff from a better pool of talent, schedule agents more effectively, and reduce overall payroll costs.
  6. Rapid Scaling and Feature Deployment: Quickly add or remove agent positions and seats with little impact. New features and functionality can be rapidly deployed without on-premise installations, testing, and implementation. Reduce time-to-market with new features and capabilities.

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Why You Need Data Analytics

Data Analytics identifies real business problems.

Leveraging data to identify real business problems can work for you.

Importance of Data Analytics Solutions

The ability to leverage analytics for all of the business data your company collects in order to solve real business problems is now more affordable than ever before and available to every organization. Implementing and applying automated analytics solutions are essential for understanding all facets of your business. As many companies continue to focus on improving the overall customer experience, analytics can help you understand your customer’s sentiment from any touch point (telephone, email, text, social media, etc.).

Not As Complicated As You Thought

Although there are many different types of analytics solutions available on the market, such as front office (contact center specific) and back office (transaction processing) the secret is to partner with a vendor who will help you every step of the way. Once you select a vendor, this is accomplished by first discovering the root causes, pain points, or product and service issues that may be impeding performance or profitability. Some common items or “notions” that analytics can reveal:

  • Excessive customer complaints about a certain service or product(s).
  • Trends and discovery of repeat calls (“called before…”, “calling again…”, “not fixed…”, “still a problem…” etc.) – over time more samples can be discovered and added to the analytics search, strengthening the discovery of repeat calls improving first call resolution.
  • Compliance issues (internal compliance to defined business processes and external or regulatory compliance).
  • Repeat call subject (desktop screen or transactions) representing the repeat call can be defined by user, and automatically and in real time detected by desktop analytics – actions can be taken in real time, such as coaching, notifications, and next-best-action.
  • Monitoring social media sites to understand the voice of the customer (negative and positive), the competition, your brand and reputation, and selling opportunities.

Starting with a defined notion of the relevant data you want to uncover is key to your success. A vendor must allow you to use your own data for clarity, in small digestible bites, to initially demonstrate the viability of the analytics program. Set up an internal team to own the new analytics program. Run the solution as a test program, review the results, implement recommended changes, and review the outcome (benefits, ROI, etc.). You want a vendor that will educate and guide you and do the work for you, sharing results along the journey. Once you are comfortable with the technology the vendor should be able to create a tailored solution for you without a custom price, and continue to assist your future usage, growth and progress.

Multi-channel Delivery – Not as Expensive as You Thought

Analytics programs do not have to break the bank, and are now available to any organization. Many solutions are offered as on-premise, cloud services, outsourced programs, or hybrid packages. Take advantage of the delivery method that best fits your budget and business needs. Selecting the right vendor will enable you to benefit from the functionality and flexibility of multi-channel analytics solutions as well as cost effective delivery methods.

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Enterprise Feedback Management

Enterprise Feedback Management

Enterprise Feedback Management solutions enable views into the customer journey delivering a high level of customer satisfaction.

Enterprise Feedback Management Solutions – More than a Simple Survey

Enterprise Feedback Management (EFM) solutions are more than just simple surveys, they are used for actively monitoring customer and employee feedback from all customer touch points such as calls, emails, text, desktop transactions, surveys and social media channels. EFM enables views into the customer journey, and can identify and improve internal business processes to optimize and provide a high level of customer satisfaction, or discover sales opportunities, liabilities, and business intelligence.

EFM, however, requires technical abilities to:

a) Capture all data from all channels, such as structured and unstructured data (text, voice, SMS), and solicited and unsolicited input (such as social media).
b) Perform analytics on all different types of media collected from those channels, including audio, speech, text, email, surveys, screen-based transactions and social media.

Furthermore, EFM demands to provide the capability to view the tiered information (data, unified information, and actionable-predictive-prescriptive information) in a holistic and universal form in order for users to immediately see and easily understand what they have been looking for. This information now becomes a valued enterprise wide asset, not, for example, only a contact center, or other business unit performance or productivity tool.

Complete Views of the Customer Experience

OnviSource supports a true Enterprise Feedback Management solution through its multichannel capture-evaluation, called OnviForce™, and a universal view management, called OnVision™. Capturing data from multiple OnviSource platforms presents a complete view of the customer experience. The data is then analyzed for process improvements, trending detection and associated alerts, customer journey, and sharing of results through real-time, multi-channel analytics, automated actions, and dashboard and other types of enterprise reporting.

Re-defining customer feedback concepts.

 

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Incorporating Social Media into Your Contact Center

Social_Media_OutletsCustomer experience is significantly improved when the Voice of the Customer (VoC) is captured from all channels, including customer calls, desktop transactions, emails, chat and text; as well as social media. That’s why it’s beneficial to offer a social media management product like OnviSocial™ with a comprehensive set of management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

Enterprises are now fully aware of the impact Twitter, Facebook, and other social media channels can have on their business, branding, and reputation; or the opportunities and business intelligence that can be discovered through monitoring the social media contents. Implementing a social media strategy into the contact centers significantly improves the overall customer experience by enabling contact center agents to proactively engage and respond to negative and positive social comments or requests; or take advantage of the opportunities that can be revealed from mining of the social media contents.

OnviSocial uses a powerful data mining and analytics engine and completes OnviSource’s Omni Channel solutions that currently offer automated capture, QA, analytics and actions for 100% of customer interactions. It is capable of evaluating the web contents for mentions of a company’s products, services, competitors – even employees and industry related mentions. Data can be gathered from many web sources including social media, traditional media, blogs, video and more. OnviSocial, leverages OnviSource’s enterprise and contact center optimization and automation knowledge to create an enterprise-wide solution that effectively utilizes and manages the social media.

Traditionally, contact centers have been slow adopters of social media as a powerful voice of  the customer channel.  This is mainly due to the fact that social media solutions were not fully integrated or unified within contact center technologies and processes. Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes social media channels manageable by contact centers the same way they manage all other channels.

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Ventana Research Names OnviSource as a “Hot Vendor”

Ventana Research Hot Vendor 2015Although we at OnviSource have known for quite a while that we have great workforce optimization solutions for the entire enterprise – its always gratifying when we are recognized and our efforts are validated by outside experts. Ventana Research recently posted an analyst perspective written by Richard Snow, VP and Research Director, Ventana Research, on OnviSource solutions.

Ventana’s “benchmark research into next-generation workforce optimization shows that companies with very large centers most often have deployed advanced workforce optimization systems. Companies that have deployed such systems reported that they have realized a variety of benefits, most often improved agent coaching (44%), improved customer satisfaction (52%) and improved adoption of best practices (45%).”

“The capabilities of OnviCenter 7 and the supply and support options offered by OnviSource open up benefits to a wider range of centers that may lack the skills, resources and finances to follow a more conventional approach. I recommend any companies seeking to improve handling of customer interactions evaluate how OnviSource can help.”

OnviSource Opens Up Workforce Optimization for Contact Center Excellence

 

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About OnviSource

OnviSource

OnviSource enables companies to cost-effectively optimize, automate and unify their customer interactions, business transactions and processes for their contact centers, back offices and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a wide range of industries, has experienced consistent growth and profitability, and is recognized by industry analysts as a major contender and pioneer in the enterprise and contact center workforce optimization, automation and unification industry.

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