Information exchange via physical mail or voice channels have already become too slow for businesses to compete effectively in this economy. From the evolution of books to Kindles/tablets, cellphones to smartphones, post mail messages to online social messages, the emergence of social media platforms are completely changing the way we communicate.
Technology is making it possible to communicate effortlessly, anywhere to anyone, via any channel. Compared to the old days, customers now have easy access to information, literally at their fingertips. They are knowledgeable and empowered. They are taking an active role in finding and sharing information, and their opinions and reviews about brands are significantly impacting the success or failure of businesses.
It is estimated there are 2.8 billion social media profiles worldwide. Exceeding a million users per month, social sites such as Twitter, Facebook and LinkedIn have made it easier for us to be in contact with our colleagues, business partners, friends and families. We also use this medium of communication to contact people whom we don't know.
In 2013, mobile consumption surpassed newspaper and magazine content consumption with over 1 billion smart mobile devices sold. It's clear that the world has changed, the power has shifted and that voice is no longer enough. Your customers are now in control.
Customers these days prefer helping themselves before chatting to a contact centre agent, and if they do chat to a contact centre agent, they don't want to repeat any information they have already provided through an IVR (interactive voice response). This raises the benchmark for companies to think about how they will handle those transactions, and is one of the key trends that is driving the change to move from multi-channel to omni-channel customer contact.
Companies these days require an omni-channel enterprise-wide solution that supports customers as they move across social media, Web chat, SMS, e-mail or voice. Omni-channel solutions are already becoming an integral part of companies' strategic business communications. Managers have to empower their workforce to personalise the human experience with their customers. Those that don't will find it difficult to compete. Managers require a truly connected workforce.
This is where Ninzi-Connect comes in. Ninzi-Connect believes the role of the contact centre has changed significantly, forever. The company provides a Pro-Active Engagement Suite that enables a seamless conversation with your customers at their convenience.
The Pro-Active Engagement Suite comes with several preconfigured applications that significantly speed up development and deployment, and includes the best practices for outbound communications. Some of the features include:
Aspect Collect - Automate debt recovery strategies with Aspect Collect then enhance early-stage contact and improve past-due account targeting, reducing delinquencies and write-offs. In combination with Aspect's Advanced List Management, you can further increase the opportunity to profitably interact with debtors by markedly increasing right party contacts.
Aspect Survey - Use Aspect Survey to better understand consumer sentiment and then take the earliest immediate action for follow-up in order to head off potentially negative impacts, or capitalise on profitable upsell opportunities.
Aspect Verify - Leverage Aspect Verify for the monitoring, identification, prevention, and notification of fraudulent transactions. Notification options target both the organisation and the customer, and include system-level alerts as well as phone calls, SMS, and e-mail. Innovative technology for fraud prevention includes detection of swapped SIM cards or diverted phone calls, resulting in a whole new level of security not achievable before.
Aspect Remind and Notify - It is essential for organisations to ensure their customers are kept informed. Customer retention benefits from relevant and prompt interactive notifications or reminders. This is where Remind and Notify applications can aid customer satisfaction and consequently support customer retention.
Omni-channel communication has become the centre of our lives and drives the information between Business to Business (B2B) and Business to Consumer(B2C), and will continue to transform the economic potential of businesses in the future. People now trust the social word of mouth which is becoming a "World of Mouth". Are you ready to reach out to them?
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