Organisations need to have a proper customer experience strategy that addresses digital transformation. Traditional legacy technology and infrastructure no longer supports the growing needs of the digital customer. So said Deon Scheepers, strategic consultant at Interactive Intelligence, talking about how the PureCloud platform came about.
"The easiest way to explain how the concept came about is that we wanted to create a product that will help organisation cope and keep up with the velocity of change," said Scheepers. "We saw that organisations were struggling - specifically contact centres - to keep up with technology changes while trying to improve customer service and reducing costs," he continued.
"Traditional technology and infrastructure no longer serves the need of the constantly evolving customer. Customer demands and needs have changed tremendously. Consumers now demand self-service and real-time service via social and mobile channels. Keeping up with the change is a challenge for most organisations," said Scheepers.
PureCloud addresses all these challenges that are faced by organisations. It also allows them the flexibility they need to keep up with the rapid change, it also reduces operational and capex costs, explained Scheepers. "It provides them with fast and easy access to technology that they could not get access to, or could afford before. PureCloud is the next generation, cloud platform for customer engagement, communications and collaboration, designed to change as the market and customer demands," he elaborated.
"Organisations need not worry anymore about security and reliability as we take care of it in the background. There is also no need for a strong IT team to manage PureCloud, as we take care of it in the background. We help customers stay competitive by delivering value faster through a continuous development process that offers new functionality weekly that is available to customers for free or easy-to-pay-for methods as we offer the pay-as-you-go method as well," said Scheepers.
He advised that if organisations want to keep up with the times, they must invest in state-of-the-art technology. "The reality is we are seeing a decrease in call volumes at call centres as customers start to adopt digital and self-service channels. Plus the rapid change in technology is not going to stop at any time. Investing in state-of-the-art technology and incorporating customer experience in their strategies will add value to their customer experience. We are seeing some organisations already moving towards that direction and using the agents in an intelligent manner that is adding more value to the organisation and customers," emphasised Scheepers.
"The pace of change is not going to change or slow down any time soon. Businesses need to transform otherwise they stand a risk of being disrupted. Organisations need to understand their customer needs and demands and keep up," he concluded.
Scheepers, together with other Interactive Intelligence executives, will be presenting at the PureCloud Kick-Off in South Africa which will be held in three cities in April.
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