Keeping up with mobile-connected customers It is a business maxim that the more a company knows about its customers and what they want, the better its chances of providing them a positive, fulfilling experience. With today’s ubiquitous, convenient communications methods, particularly the use of mobile devices and networks, opportunities for rich customer interactions are flourishing. Whether their interest is pricing, store locations or product support, people increasingly expect information to be available wherever, whenever and however they want it. Meeting the growing demands of customers using mobile devices falls largely on the shoulders of the contact center. As discussed in the Avaya white paper How mobile devices are driving innovations in contact centers, businesses that provide an effortless experience for customers who are using mobile devices for voice, text, social media, video and Web interactions can gain significant advantage. They can build customer and brand loyalty. And they can use the wealth of contextual data about customers that mobile devices and apps provide to improve products, services and contact center operations. Equipping the contact center for this expanded role is not a trivial undertaking, but neither is it an insurmountable hurdle. In this white paper, we explore the architecture that Avaya is using to help our clients increase customer satisfaction using visual self-service, contextual information and anytime, anywhere communication. avaya.com | 1 An architecture for mobile communications innovation in the contact center Businesses that provide an effortless experience for customers who are using mobile devices for voice, text, social media, video and Web interactions can gain significant advantage.
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An architecture for mobile communications innovation in Contact Center
Businesses that provide an effortless experience for customers who are using mobile sevices for voice, text, social media, video and Web interactions can gain significant advantage.
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Keeping up with mobile-connected customers
It is a business maxim that the more a company knows about its customers and
what they want, the better its chances of providing them a positive, fulfilling
experience. With today’s ubiquitous, convenient communications methods,
particularly the use of mobile devices and networks, opportunities for rich
customer interactions are flourishing. Whether their interest is pricing, store
locations or product support, people increasingly expect information to be
available wherever, whenever and however they want it.
Meeting the growing demands of customers using mobile devices falls largely
on the shoulders of the contact center. As discussed in the Avaya white paper
How mobile devices are driving innovations in contact centers, businesses that
provide an effortless experience for customers who are using mobile devices
for voice, text, social media, video and Web interactions can gain significant
advantage. They can build customer and brand loyalty. And they can use the
wealth of contextual data about customers that mobile devices and apps
provide to improve products, services and contact center operations.
Equipping the contact center for this expanded role is not a trivial undertaking,
but neither is it an insurmountable hurdle. In this white paper, we explore the
architecture that Avaya is using to help our clients increase customer satisfaction
using visual self-service, contextual information and anytime, anywhere
communication.
avaya.com | 1
An architecture for mobile communications innovation in the contact center
Businesses that provide an effortless experience for
customers who are using mobile devices for voice, text,