The ways customers engage with companies and brands continue to expand, from email, website, social media, call with an agent, voice self-service, web chat, mobile apps, instant messaging, video chat, and more. These tools are embedded into the omnichannel customer journey that extends beyond the traditional customer service channels, from sales to brand marketing. On the back end, there are countless systems and platforms containing data from the customer journey. And when you consider the multitude of customer interaction channels, it’s easy to see why getting a full picture of a customer journey – and providing a personalized experience that’s now table stakes – remains complex. The initial hurdle is to bring the data into a unified view, but simply having access to observe what’s happening in a customer journey is not enough to move the needle for businesses.
The first step is to analyze 100% of your customer conversations, no matter the channel. The power of Natural Language Processing (NLP), AI, and machine learning now make it possible to capture the exact meaning from every customer interaction – and it’s this data that’s the basis for driving improved business outcomes. Without this data, you’re making decisions and building processes without the full picture.
The second step is where businesses can get stuck: they finally achieve a Single Source of Truth, but without the right toolset, it can take manual time and resources to make the data actionable and finally, act on that information. This is why it’s critical to automate timely actions or automate “plays” based on your customer conversations either afterward or in real-time, depending on the need or detected trigger. This includes automated coaching, guidance, and alerts sent directly to agents servicing the customer. Welcome to a world in which you can map and automate the next best action based on call sentiment, keywords, themes, and specific metrics.
Whether you’re looking to provide better, more personalized customer experiences or seeking to improve operations, it’s time to activate the power of insight-driven automation for growing customer loyalty, reducing operational costs, improving agent retention, and increasing revenue.
Don’t just observe. Drive action for business outcomes. Learn more about how SuccessKPI can help you turn conversations into actionable insights.
The value of cloud-based applications is well-known and understood: the ability to scale, no hardware to maintain, increased agility, better disaster recovery, and a pay-as-you-go pricing model. More recently, the power of AI and machine learning have improved both the breadth and depth of these applications, while microservices and cloud-native architecture dramatically improved resilience and global reach.
So yes, these reasons and more help explain why more than 90% of organizations already use some cloud applications. Yet, if you’re one of the organizations that have been reluctant to migrate your contact center technology, there’s no way you’re going to be able to turn off the existing solution one moment and turn up the new CCaaS solution the next. Frankly, the migration to the cloud could take weeks or even months – and during that time, business doesn’t stop. And the thought of turning everything upside down with unfamiliar tools and technologies makes the proposition seem daunting at best.
But there’s a way to reduce the upheaval while at the same time increasing visibility and understanding of both your customer journey and your operations: take your reports and dashboards with you!
With your existing solution, your team has access to dashboards that are crucial to understanding how your agents and your centers are performing at any given point in time – and provide/offer real-time feedback on how any operational or process changes impact your service levels.
You also depend upon historical reports that offer perspective on the overall health of your contact center operations, customer satisfaction measurements, employee training needs, staffing fluctuations, and more. Together, they are at the core of your success. And often when you migrate to a new contact center application, they must be discarded for the reporting and dashboards that are part of the new solution set.
But it doesn’t have to be that way. As you transition to a cloud-based contact center application, you can keep those same reports and dashboards. Are you wondering how?
SuccessKPI has replicated the most popular reports from every leading contact center vendor including Avaya CMS reports, Genesys Interactive Insights (DataMart), Cisco Unified CCX, Twilio, and more. And each replica comes with the ability to both calculate and expose data in the same way, as well as display graphics matching the originals.
With SuccessKPI, your supervisors, executives, and operations leaders can confidently manage during the transition using the same data that’s displayed in familiar reports and dashboards. But there’s also an opportunity to expand and strengthen your reporting by adding additional data sources into your single view of operations – whether it’s from your ticketing, CRM, speech analytics, or contact center provider. If you’re not already including speech analytics, IVR, and voicebot interactions, ACD data, email and chat content, or other conversation sources, you’re leaving data behind that can be additive to what you already know about your customers, their journeys, and your operations. And together they can provide a “single source of truth” and more informed actionable insights.
So as you map your path to cloud-based CX solutions, take comfort in knowing you can take your reports with you. For a complimentary cloud roadmap consultation, contact us.
The past three years has seen a marked rise in the use of digital channels, the explosion of available data, rising customer expectations, and a visible shift to cloud contact center technologies. Yet only 25 percent of contact center decision-makers are completely satisfied with the performance of their CCaaS solution, according to a new study by Forrester Research commissioned by SuccessKPI.
Enterprises about to undertake a cloud migration and those building a greenfield contact center in the cloud can both learn from these early cloud adopters from across all industry segments. This article shares many of the common cloud migration challenges gleaned from real–world contact deployments and suggests strategies and lessons learned based on some of the world’s largest cloud contact center migrations.
The value of a holistic CX journey across channels is undisputed, yet the term “omnichannel” still gathers snickers for being more hype than reality. A true 360 view of the customer experience is required for CX success and it is now possible to achieve it with with emerging tools. SuccessKPI – a cloud-native platform that is vendor agnostic – exists to make this multi-channel, cloud–first reality a place where data is easily understood. The SuccessKPI cloud toolset leverages the power of a rich BI-layer and data lake to bring structure and unity so contact centers can leverage historical and real-time information across any data source to drive insight and action for your enterprise.
Data remains the lifeblood of modern contact centers, and a key advantage of a cloud toolset is the ability to unify complex sets of data points even before the migration begins. When enterprises move to the cloud — as part of a cloud migration or toolset upgrade — there is no time to stop business as usual while the new solution is being implemented. Even for the most forward-looking enterprise, key functionality must be maintained to keep the business moving first. At SuccessKPI we empower enterprises undergoing major changes to achieve pixel-perfect report replication with these steps:
By identifying key reports and ingesting data prior to migration, stakeholders can gain immediate access to critical information in a familiar format so they may continue to make data-informed business decisions on day one of cloud deployment. With reduced interruptions and contextually similar information, businesses can maintain key operations while leaping ahead with new enhanced insights into customer behavior, agent performance, and overall contact center operations.
AI and automation are transforming the contact center landscape, from increasing efficiency to improving the overall customer experience. Businesses slow to embrace digital transformation don’t only risk falling behind – they may be missing out on a critical opportunity to drive direct cost savings and increase incremental revenue by 57%.
By leveraging AI and automation, contact centers can tap into these evolving efficiency accelerants: 90+% accurate transcription, 100% machine learning powered automated call scoring, real-time agent coaching and guidance, automated disposition coding, and many more.
Insight leads to business outcomes when it enables action – which is precisely the reason SuccessKPI makes it simple for business users to build automated plays for critical functions based on customer conversations in real-time. These actions can be invoked during a live conversation or after the conversation and can be based on call sentiment, keywords, themes, or metrics. Conditions and rules can be activated immediately using an “If this, then that” (ITTT) user interface framework to automate timely tasks, such as PII redaction, sending SMS and email, flagging calls for QA evaluation, executing web transactions. Some examples of where such actions can help include:
The overall success of most companies is directly correlated to the customer experience it provides. The foundation of a truly great contact center is the employees serving customers on the front lines. Thus, prioritizing the agent experience has a direct impact on the customer experience. When agents are empowered with the right tools and resources, they provide faster, more accurate, and more personalized service to customers. This is especially important in environments where self-service and AI-driven support already handles many of the simpler tasks. Agents face increasingly complex inquiries in this case. The value of putting the agent first with automated assistance, personalized coaching, and fluid cloud migration is clear:
The future contact center is clearly in the cloud. The Forrester study clearly shows that this is not an easy transition; however, a smoother path is possible and reachable as 90% agree that cloud toolset is essential to managing the complexity of reporting migration and to achieve the benefits of AI-powered automation. By putting the agent and the customer experience at the center, cloud toolsets enable insight and action drive contact center excellence from the agent to the CEO.
If you are a business leader looking to optimize your cloud contact center performance for better outcomes, replay the on-demand webinar Unlocking Cloud Success for a conversation I am hosting with guest speaker Forrester Senior Analyst Vasupradha Srinivasan on how you can take action to unlock the most value from your cloud contact center.
Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” indicates the move to the cloud has been a frustrating journey, and that cloud toolsets are essential to success in the cloud.
