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customer interaction

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By: Oracle Corporation     Published Date: May 11, 2012
Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
Tags : oracle, busines intelligence, business intelligence applications, bi applications, bi apps, 11g, cross-value, decision
     Oracle Corporation
By: Jive Software     Published Date: Dec 02, 2014
Customer interactions today span multiple touch-points. As such, businesses are constantly seeking ways to adapt their activities to interact with buyers through the most relevant channels. While this pursuit helps firms better connect with clients, it also means capturing data related to different views / parts of the customer journey. Failure to connect these pieces results in disconnected customer messaging. Watch this webinar today to learn how social collaboration tools help companies overcome this challenge.
Tags : customer interactions, customer data, social collaboration, emerging marketing, social media, crm & customer care
     Jive Software
By: Marketo     Published Date: May 18, 2017
Across industries, marketing increasingly plays a critical role in company growth. After all, the top expectation of CEOs polled by Gartner, in the 2014 Gartner Executive Summary for CMO Leadership, Accountability, and Credibility within the C-suite, is that the CMO would not only improve, but also own the customer experience by 2016. Combine this with the fact that digital is quickly becoming the de facto medium for customer interactions, and it’s easy to see why it’s essential that CMOs build an effective, efficient, and scalable marketing technology (aka MarTech) stack. Today, according to Forrester’s 2015 research, “Don’t Let Muddled Messaging Compromise Customer Experience,” as much as 90% of a buyer’s journey is self directed. Your buyers have moved online and many of them (likely a majority of them) prefer to be reached through digital channels.
Tags : integrate, social lead tool, slide share, webinar platform, lead capture, web forms, delivery assurance, event automation
     Marketo
By: Windstream     Published Date: Aug 04, 2014
Cloud computing today is fundamentally altering business processes and changing the way organizations interact with customers, partners, and employees. This transformation brings incredible opportunities, including the ability to build a realtime enterprise where interaction and innovation flourish, and more agile, flexible, and cost-effective practices thrive. Yet cloud computing also presents significant challenges. The path to value is not clearly marked, and there are potential stumbling points along the way. Please download the whitepaper to learn more!
Tags : windstream, cloud computing, cloud hybrid options, oxford economics, cloud benefits
     Windstream
By: Corvisa LLC     Published Date: Feb 13, 2015
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Tags : customer interaction, contact center, customer service, customer satisfaction
     Corvisa LLC
By: Corvisa LLC     Published Date: Feb 13, 2015
Is your contact center guilty?
Tags : contact centers, customer experience, vices, the cloud, cloud-based provider, customer interaction, engagement solutions
     Corvisa LLC
By: Pluris     Published Date: May 05, 2015
Download this guide today to learn how to maximize time with informed buyers and optimize customer interactions!
Tags : pluris, retailers, customer interactions, outreach, word of mouth, point of sale, mobile, mobile marketing
     Pluris
By: Lenovo and Intel®     Published Date: Oct 18, 2016
Mission critical servers require availability and reliability of systems and applications that are essential for customer interaction, commerce, and employee productivity. Read this infographic and learn how Lenovo helps meet these demands.
Tags : lenovo, x6 mission, server, customer interaction
     Lenovo and Intel®
By: Oracle Service Cloud     Published Date: Mar 23, 2016
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone. And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty. Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
Tags : oracle, service cloud, service management, customer interaction, internet of things
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
This document defines Oracle’s Customer Experience (CX) Value Equation as the strategic method to identify and measure the value of organizational CX. This model was originally documented in “CX Metrics and KPIs – September 2012.” It has received wide support, and has been the #1 searched hit and downloaded CX KPI document for 3+ years – a significant achievement in this industry – in an era where concepts are replaced daily with the latest, greatest fad. Since the original publication, I have received significant feedback that has been overwhelmingly positive, but with a request to comment on additional topics – most notably: brand impact, shared services, and Oracle’s Road to Modern. This updated paper leverages the original work, adds information around these additional topics and incorporates our continued client experience.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with Salesforce.
Tags : salesforce, oracle, service cloud, customer interaction, customer engagement
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with KANA.
Tags : customer interaction, customer service, oracle service cloud, kana
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with eGain.
Tags : oracle, service cloud, customer interaction, customer service
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
In the early 2000s, two vastly different businesses—baseball and field service management—began to use advanced statistical analysis to gain an advantage over their competitors. They both revolutionized their respective fields by using statistical knowledge to improve performance. The new approach replaced old models and methods and attained shockingly good results as both set new standards for their respective industries. In this white paper, you will learn the general concepts behind predictive analytics and how they can be applied to a field service organization. The paper will cover the basic metrics that should be tracked, the use of performance pattern profiles, and how these principles can predict future events.
Tags : oracle, service cloud, service management, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 23, 2016
As the undisputed leader in home robots, iRobot has pioneered a completely new market, making it even more important for the company to establish what its customers want quickly, and to deliver outstanding customer-service experiences. To maximize adoption of its new technology, including its best-selling Roomba® vacuuming robots product line, iRobot wanted to optimize its use of multiple communications channels, to listen to its customers’ needs and identify revenue opportunities, while providing exceptional levels of service consistently across Web, social, and traditional channels.
Tags : oracle, service cloud, irobot, customer service, customer interaction
     Oracle Service Cloud
By: Oracle Service Cloud     Published Date: Mar 24, 2016
Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.
Tags : oracle, service cloud, customer interaction, customer support
     Oracle Service Cloud
By: Microsoft     Published Date: Jul 20, 2018
For sales organizations, customer engagement is about more than touchpoints—it’s about everything that happens in between personal and digital encounters. Customer engagement requires an organization-wide commitment to creating meaningful connections, building relationships, and nurturing those relationships to establish trust and keep your brand top-ofmind. “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle.” - Altimeter Group The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touchpoint in the customer experience lifecycle. - Altimeter Group Customer engagement drives every interaction, every process, and every decision—and it’s the key to driving sales. In fact, respondents from a May 2016 Microsoft survey of sales leaders across multiple industries ranked customer engagement the #1 dr
Tags : 
     Microsoft
By: Interactive Intelligence     Published Date: Oct 10, 2012
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?
Tags : mobile apps, mobile self-service, mobile applications, customer interactions, customer experience/engagement
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Oct 10, 2012
In this whitepaper, Daniel Hong and Keith Dawson from Ovum take an extensive look at how smart devices can revolutionize the customer experience.
Tags : customer service, customer experience, customer interactions, smart devices, mobile strategy, customer care, customer experience/engagement
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
Tags : interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution
     Interactive Intelligence
By: Trillium Software     Published Date: May 19, 2011
Effective CRM demands a single, complete, accurate view of customer information including purchasing history, product interest, and support interactions. Enterprises require a solution to discover data issues, correct and standardize, and maintain data accuracy and consistency.
Tags : trillium software, single customer view, data quality, crm, customer relationship management, high-quality data, erp, mdm
     Trillium Software
By: Trillium Software     Published Date: May 19, 2011
Effective CRM demands a single, complete, accurate view of customer information including purchasing history, product interest, and support interactions. Enterprises require a solution to discover data issues, correct and standardize, and maintain data accuracy and consistency.
Tags : trillium software, single customer view, data quality, crm, customer relationship management, high-quality data, erp, mdm
     Trillium Software
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