"Optimizing your Customer Dynamics," according to a recent blog post from the NICE blog, "gives you the ability to not only serve your customers via the communication channel preferred by them in a cost-effective manner, but to act upon the voice of the customer to improve business performance."
Tapping into the VoC, the blog notes, requires "the capacity to collectively analyze content from all sources of customer contacts, including telephone calls, emails, surveys, and web-based chats, or, in short, from cross-channel interaction analytics."
The key is to transform the wealth of unstructured customer interaction data into a strategically useful form via speech and text mining algorithms, NICE officials say, "which will fuel drastic improvements in business performance and customer experience."
Read more here.
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Kardia Health Systems had a challenge: They wanted to maximize their performance management, and the healthcare startup also needed to integrate accounting with forecasting and planning functions while improving customer support by integrating support with sales and billing information.
Oh, and on top of that, reduce IT costs and increase functionality over existing fragmented systems. With fries, please.
So after looking around at their options, they replaced the Microsoft Dynamics (Great Plains) with NetSuite's cloud-based CRM software. Among the reasons given by Kardia officials were that the NetSuite dashboards give managers visibility into complete company operations workflow speeds financial information gathering to optimize adaptive planning.
Great. So how did it work out?
Read more here.
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IVR vendor Angel.com has announced the success of its customer experience lab at Massachusetts Institute of Technology's School of Engineering, according to a recent report by TMCnet's Anshu Shrivastava.
Through a course titled "Engineering Innovation and Design," MIT students were tasked with identifying a real-world problem to solve using voice applications. In addition, they were asked to build a business case, and design a voice solution to solve that problem.
This is just another indication that IVR is here for the long haul. Angel.com officials recently told TMCnet. Adding that having an IVR system helps companies increase productivity, and the reason they're here to stay.
A well-designed IVR system with access to customer data, company officials said, is "able to quickly and efficiently handle many common, mundane caller requests, freeing up live agents to be able to handle the more involved calls that come in."
Read more here.
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Recently Neustar's Senior Vice President and Senior Technologist Rodney Joffe was interviewed by FOSE TV host Dave Gardy on how Neustar's products pertain to the requirements of federal, state and local governments.
"In a nutshell," Joffe said, "Neustar itself is a directory services company providing directory services to essential users - for example, local number portability in the telephone space, common short codes in the wireless space, and then the one in the DNS world, we provide Domain Name Services to companies that have Web sites, or use the Internet, for a core part of their communications."
Gardy noted that network computing is mission-critical for businesses, and asked Joffe about the advent of cloud computing changes, about how the network challenges were becoming increasingly difficult to manage: "What steps has Neustar taken to address the growth of these changes?"
Read more here.
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If you're as unfamiliar with London city governance as we are, you probably didn't know - either - that the London Borough of Lambeth Council is one of 14 local authorities that make up inner London, or that it's one of the most densely populated boroughs of inner London.
Lambeth Service Center, based at Olive Morris House, employs 120 agents and staff to manage more than 1.3 million inbound telephone calls each year, as they provide services for the council including signposting, information provision and service delivery for telephone enquiries that relate to environmental services, housing supply and demand, among others.
The LSC decided to look at how they could continue to improve the quality of service to customers. Allan Drew, divisional director for Customer Services at the Finance & Resources Department of Lambeth Council, said, "a customer may be seeking unnecessary clarification, progress chasing, asking for reassurance, or another form of unnecessary service delivery follow up," among other avoidable contacts.
Read more here.
