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Integrated Communications Power Great Experiences · PDF file Integrated Communications Power Great Experiences Chris Haggis SVP Customer Success. VONAGE CONFIDENTIAL 2 What Creates

May 27, 2020

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  • 1VONAGE CONFIDENTIAL

    Integrated Communications Power Great Experiences

    Chris Haggis SVP Customer Success

  • 2VONAGE CONFIDENTIAL

    What Creates a Great Experience?

    A great experience is enabled by great communications.

  • 3VONAGE CONFIDENTIAL

    By year 2020, customer experience will overtake price and product as the key brand differentiator.1

    Businesses need to

    FOCUS ON EXPERIENCE in order to survive.

    1 Walker Study

  • 4VONAGE CONFIDENTIAL

    Companies that excel at CX have 1.5X more engaged employees than companies with poor CX.2

    Experience must include

    both the customer and

    the employee.

    Customer and employee

    experiences are directly

    linked and need to be

    considered together.

    EX CX

    In 2 years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.1

    1Gartner, Customer Experience Survey 2Temkin Group, Experience Matters

  • 5VONAGE CONFIDENTIAL

    CX It’s the same old “Horror” story https://onholdwith.com/

    https://onholdwith.com/

  • 6VONAGE CONFIDENTIAL

    Customer and employee communication needs are getting more complex and demanding.

    Customers and employees communicate across multiple channels and devices and are increasingly mobile. They are virtual, constantly

    connected, and expect a personalized experience.

  • 7VONAGE CONFIDENTIAL

    How Are Businesses Meeting the Experience Needs?

    Starting their journeys at different points, moving to the Cloud and adding solutions as needed.

    Poor customer and

    employee experience.

    This approach results in:

    • Complex and siloed deployments

    • Administrative and management challenges for IT Collaboration

    Contact Center

    Unified Communications

    Voice

    Video

    CRM with Telephony Integration

    APIs

    Multiple Clouds

  • 8VONAGE CONFIDENTIAL

    Does your company have an EX strategy for comms?

  • 9VONAGE CONFIDENTIAL

    Death of the PSTN?

  • 10VONAGE CONFIDENTIAL

    What type of transformations are most important for 2019?

    1. Customer Experience 2. Employee Experience 3. Digital Business Services 4. Ecosystem driver/platform/microservices

  • 11VONAGE CONFIDENTIAL

    It’s time for a new approach to deliver an

    INTEGRATED communications experience.

  • 12VONAGE CONFIDENTIAL

    Unified Communications

    Programmable Communications

    Contact Center

    Vonage Global Carrier Network

    Public Cloud Infrastructure

    One Vonage

  • 13VONAGE CONFIDENTIAL

    With virtual numbers powered by an API, complex software workflows can be triggered by calls & messaging.

    Launching number programmability

    Record & upload to CRM

    + +

    Interact with calendars

    Voice or Messaging Bot

    Speak to the Call Centre

  • 14VONAGE CONFIDENTIAL

    • Focus equally on CX and EX • PSTN connectivity is still very important • How important is global coverage to you • Consider a single communications platform for

    – Unified Comms (Voice, IM, Video, Conferencing) – Contact Centre (Sales & Service) – API’s (SMS, Chat Bots, No IVR)

    • CRM Integration & EX User Interface

    Key Take-aways

  • 15VONAGE CONFIDENTIAL

    THANK YOU

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