Enhancing the Customer Experience
| With the advent of unified communications, companies of all sizes can benefit from the possibilities presented by the convergence of voice, data and video to create a richer range of interactive options for customer contact. In addition, organisations can now create remote, or anytime, anywhere networks that allow customer contact staff to operate from home or remotely. But so far few companies have taken full advantage of the new technologies’ potential. This briefing shows how unified communications can transform the way companies resource and implement their customer contact strategies. |
| Chair: Susan Barlow, Vice President, Transform |
Wednesday 09 April 2008
How unified communications is transforming customer interaction
Mona Sultan, Datamonitor
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For a number of years contact centers have been unifying their multiple contact channels onto a single platform to improve customer interactions. An improvement in customer service has led to many enterprises realising how important the contact center is to their overall strategy. This session looks at how the contact center is now extending into the organisation through Unified Communications platforms in a bid to accelerate and formulize internal business processes to deliver efficiency and effectiveness. |
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The multichannel swap shop: meeting the demands of the multichannel, multitasking customer.
Nicola Millard, BT
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Based on her recent research, Dr Nicola Millard looks at how both customers and organisations can start to exploit the power of unified communications and multichannel strategies. She describes how to raise the customer experience to a new level by using appropriate technologies to manage non-complex queries. This lets the front line add to the bottom line by shifting them from simply processing calls to allowing them to add value to the customer experience through resolving complex issues, forging customer relationships and selling higher-value products and services. |
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The customer contact user panel
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The customer contact user panel Companies deploying UC in customer contact centres explain how they have tackled the challenges of improving the customer experience and running a decentralised customer service function:
Nigel Medforth, Chief Information Officer, CIO UKRB, Group IT, Lloyds TSB Dr Nicola Millard, Customer Experience Futurologist, BT Global Services Rif Kiamil, IT Manager, JJ Foods |
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The suppliers panel
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Meeting the users’ challenges: how suppliers are developing systems and applications to meet the need of next generation contact centres.
Clive Deakin, Product Manager, Amdocs OSS Division Raun Kilgo, Director, Product Management, Aspect Software |
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Summary and briefing close
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Summary and briefing close |
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