Guest Post: How Cloud-Based Predictive Analytics Gives Companies a Competitive Marketing Advantage

Monitoring and fine-tuning analytics are becoming essential to stay competitive in today’s marketplace. Case in point: Business intelligence analytics software sales will reach $18.3 billion in 2017, a 7.3 percent increase from last year, Gartner projects.

By 2020, the market will be worth $22.8 billion and analytics will be mainstream, Gartner forecasts. This means your competitors will be using analytics. Here’s how getting on board with cloud-based predictive analytics now can help you gain a lead on the competition and increase your bottom line.

Optimize Your Marketing

A great advantage of analytics software is that it gives you the ability to objectively measure the effectiveness of your marketing by tracking key performance indicators, explains Silvon Software director Pat Hennel. Some KPIs you can easily track include:

  • Sales revenue
  • Cost per lead acquisition
  • Customer lifetime value
  • Online marketing ROI

Tracking KPIs enables you to see which of your marketing campaigns are generating the best return on investment so that you can reallocate resources to those efforts rather than non-performing ones.

Similarly, you can identify which marketing channels are yielding the best results so you can focus on those media. You can also see which demographics represent your best customers to emphasize those target markets and gear your sales themes toward benefits that will appeal to them.

Refocus Your Sales Efforts

Another benefit of cloud-based analytics tools is the ability to combine them with customer relationship software to better leverage your sales efforts. By analyzing your organization’s lead database, you can better identify which prospects are qualified leads in order to deploy your sales reps accordingly. From there, you can identify which prospects are furthest along in the sales cycle and more likely to convert into a sale.

You can also analyze customer sales history to identify which customers represent your biggest revenue sources and best repeat buyers. You can then prioritize these customers and develop sales strategies specifically geared toward them.

Personalize Your Sales Presentations

Combining cloud-based predictive analytics with CRM tools can also help you personalize your sales presentations to make them more persuasive to individual customers. In fact, you can review a customer’s history of past purchases to see what types of products and services they prefer.

For example, Amazon displays offers based on what the customer has previously browsed or purchased and what types of products have been purchased by other people who browsed or purchased the same items.

You can also study individual purchase patterns to identify their shopping style and what types of factors influenced their previous buying decisions. For instance, one customer might be more likely to respond to a certain type of added-value benefit, while another might be more likely to respond to a lower price. You can then supply this information to your sales representatives so they have a better idea how to appeal to that particular customer.

Increase Customer Satisfaction with Superior Service

Cloud-based analytics can also enhance your sales and marketing efforts by allowing you to track the performance of your customer service teams, which is key in achieving repeat business and referrals. Cloud-based contact center platforms, including Aspect Zipwire, let you track your customer service performance across multiple channels (e.g., phone, email, online chat and more), giving you a comprehensive perspective so you can make any necessary adjustments and improvements.

To track your customer service performance, you can then set up KPIs. Customer performance KPIs you can track include overall satisfaction, the number of resolved issues, average resolution time and complaint escalation rate.

 

About the Author

Roy Rasmussen, coauthor of Publishing for Publicity, is a freelance writer who helps select clients write quality content to reach business and technology audiences. His clients have included Fortune 500 companies and bestselling authors. His most recent projects include books on cloud computing, small business management, sales, business coaching, social media marketing, and career planning.

 

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Guest Post: How to Run Your Business Exclusively in the Cloud

Choosing to move your business exclusively to the cloud isn’t just a matter of being in good company, as a majority of organizations start making the shift. Working in the cloud, though, will also become the norm for your clients, who are accustomed to doing everything from holding meetings to managing projects with cloud-based tools. Now, moving to the cloud doesn’t have to be complicated. Here are five ways to leverage the cloud to benefit your business.

Back Up Your Data

Data loss due to hardware failure, hacking or human error are pervasive threats for any small business. Don’t leave yourself open to data vulnerabilities and profit loss. Set the standard for safety and organization by creating a data backup policy. Instead of relying on your own team to back up data and perform test restorations, outsource it to a third-party cloud provider.

A service like Mozy offers varied pricing for small businesses and enterprise companies alike to protect valuable workplace data, while helping to grow their business. Mozy also allows users to create an automated backup schedule to keep their data safe and ready to restore when needed.

Dominate Your Marketing Game

Marketers have long used the cloud to create and schedule social media posts with tools like Buffer. But creating podcasts in the cloud can also raise awareness for your business and attract new customers. According to a survey from Edison Research, fans of podcasts listen to an average of five on-demand presentations per week. As podcasts grow in popularity, they represent untapped opportunity to market to new audiences who are looking for business advice, insights and non-traditional entertainment.

Small-business owners can use podcasts with tools like Skype to interview guests and Audacity to edit their audio. These podcasts can be used to promote your products and/or interview delighted customers. Speaking directly to your target market every week can also quickly build credibility and trust to expand your marketing efforts.

Onboard Virtual Employees

Finding employees on sites like UpWork and Guru.com is the easy part. Figuring out how to onboard and train employees so they can immediately jump into their new roles isn’t always an intuitive process. Give new hires a face-to-face welcome with cloud-based tools through video chat or a group meeting with services like Redbooth.

Next, give your new employees access to online project management tools like Google Docs and Asana to help outline their responsibilities. But, unlike employees who physically work in the office, virtual employers tend to miss out on the social aspects that a traditional workplace affords. Looking for ways to make these employees feel like a bigger part of the team? Combat the negative side effects of isolation with weekly checkins to keep your employees engaged with your business and their work.

Collaborate Online

Cut down time spent on project management and collaborate online instead. There’s no need to schedule in-person or video meetings with employees and freelancers. Instead, use a cloud-based collaborative tool like Trello to set up a visual dashboard that will help to better manage your projects. Assign teams to specific tasks, upload images and videos, and stay in touch on project deadlines without leaving the Trello system.

Meantime, Slack offers users the ability to conduct real-time messaging and upload projects as well as stay on task and maintain their productivity. Through Slack, workplace teams get a completely transparent view of a project from start to finish and can make calls right from the platform to ask questions or follow up on a task.

Let Clients Find You

Working exclusively in the cloud makes it easier to find clients and start earning revenue immediately. Creating a company profile on LinkedIn is just the first step. Next, use LinkedIn’s publishing platform as another avenue to post your company’s content marketing pieces in order to directly target your next dream client.

Optimize your website to attract clients with videos explaining your services and products, offer unique content to prospects in exchange for their contact information, and routinely host an industry podcast. But there are other ways to find clients when they need you most. For example, expanding your reach by signing up as a consultant on a site like Guru.com can also help put you in front of clients who need you most.

Deciding whether to run your business in the cloud shouldn’t even be a debate. But finding the right tools and processes to help run your business can overwhelm even the best of decision-makers. Start by focusing on the tools you need most and expand as your company grows.

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Guest Post: Friendly Employees & Happy Customers: Gain a Competitive Edge

A woman's hand is drawing a cloud with business icons on the glass screen. A concept of new digital business opportunities.

Whether your business is booming or you’re experiencing a lull in consumer spending, it is important to defend your position in the market and remain competitive. Here are two key customer service trends that can help your company gain an edge over the other guys.

Treat employees well

Perhaps the easiest, yet most overlooked, way to be competitive is to simply treat your employees well. Employees are the face of any company and often the first interaction with customers. Happy, appreciated employees are more likely to feel invested in the company, thus willing to go the extra mile.

Experts indicate that treating your staff as if they were your most loyal customers is essential. Famed entrepreneur Richard Branson agrees, noting that if you meet the needs of your employees, they will “make the magic happen.”

The bottom line: Happy, satisfied employees are more hardworking, productive, effective and efficient. They don’t call in sick as much and they tend to be loyal to the company — in turn, allowing companies to spend less on recruitment and training. (Added bonus: happy employees are more likely to refer other talented individuals to the company for jobs.)

Providing great benefits and other perks (say, free gym memberships, extra vacation days for a job well done or even free office snacks and bottled water), a positive working environment and regularly showing appreciation can go a long way in your employees’ customer service efforts.

Cloud-based customer service

Savvy companies and business owners know that their call centers are their first line of defense in customer service and gaining customer trust and loyalty. In fact, three-quarters of companies out there say customer service is a customer differentiator. In light of this, many smart companies are migrating to the cloud to provide excellent customer service. Why? Businesses recognize the advantages of shifting contact centers to the cloud as a means of competitive advantage, as well as to see financial savings and an increase in customer satisfaction.

Just what is the cloud?

The cloud is a network of servers, each of which serve a unique purpose. Some servers use the cloud to run an application or provide a service.

Why should companies use technology like the cloud for customer service?

Cloud-based call centers allow companies to offer on-demand support to their customers, anywhere and anytime.

Companies that shift to the cloud are more agile and better positioned to react to customer issues quicker, in turn, gaining a competitive edge. Further, companies who move call centers to the cloud also cut down on sales representatives and on-site technology. Working with cloud software companies can streamline processes and also reduce your company’s vulnerability to cyber attacks.

A cloud-hosted contact center is fast and easy to set up with no equipment required — only a computer and a Wi-Fi connection. Most cloud-based contact centers also don’t require any money up front, but rather are based on a fee that you pay as you go. As a result, companies cut down on IT costs they’d otherwise have to pay for.

Cloud-based call center software also allows staff members to work from anywhere just as efficiently as if they were in an onsite office, easily making, receiving and transferring calls, as well as directing calls to the right company department.

Truth be told, anything companies can integrate to provide excellent customer service should be considered. But those that allow you the operational advantage of leveraging cutting-edge solutions without monumental costs are often the best to implement first.

About the Author

Sheryl Coonan is a seasoned journalist, writer, proofreader, content creator and PR professional. She has had experience in print, digital and broadcast media in a variety of industries, including entertainment, human resources, beauty, fashion, health, lifestyle, social media marketing, tech and more.

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Guest Post: The Relationship Between Cloud ERP and Big Data

There have been quite a few articles written on adopting cloud-based ERP, and whether the technology will be along the lines of its counterparts. Businesses are becoming more aware of the computer industry and the software is improving with each release. Cloud technology is becoming crucial in developing new capabilities to attract customers.

 

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Also, it is delivering programmable logic controllers, barcode readers, visual management systems, and wearable technology that can assimilate with the ERP system.

 

Big data is popular amongst business intelligence and analytics applications. Big data technology is evolving and it is changing application systems that have long supported them; it has given challenges and great opportunities. Acquiring business value is not only a challenge but it puts the business’ goals into context. 18-20% of the world’s GDP is contributed by manufacturing. Data is well on its way to becoming the new way to be efficient, since manufacturers worldwide are using it gain an edge on the competition. They are looking for products to better themselves and their consumers while discovering services that can be innovative and add to their image. 50% of reduction from manufacturing in product development holds real value. The largest source, arguably, of data in manufacturing is from ERP. Cloud adaptation is being forced at this point, which is the location where data is evaluated and processed using state of the art analytical engines that can slice and splice data into conventional and unconventional sources. ERP is now the connection of the cloud and Big Data.

 

Cloud ERP showcases enhanced flexibility, customization, lowered cost of ownership, and better integration with emerging technologies. You may also see a lowered number of times you call your IT department. The developments indicate that ERP on the cloud is not a situation of when manufacturing will become part of the trend, but what it will choose to deliver via the cloud before ERP immerses itself in the cloud completely.

 

In this moment, ERP in the cloud has proven itself to be a key player in manufacturing. Many companies will do their best to obtain flexibility, enhance customization, lower their costs and drive the integration of emerging technologies. The cloud will be a central figure in its success. As manufacturers gain confidence and experience the benefits, modules that go far above the functions of basic ERP will submerge in the cloud. Mobility and data growth are adding to the need, which would take ERP into the cloud, to create an improvement in efficiency and intelligence leveraged regardless of time and locality. This change coming will be historic. The ERP landscape is being reshaped as this is being written.

erp

 

(Image Source: FanRP)

 

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Saurab Prabhakar is a SEO & Outreach Intern at The Marketing Zen Group. He writes creative content on behalf of the ERP systems specialists at TGO Consulting, and enjoys his work. You’ll find him instructing Group Fitness classes and enjoying great food. You can connect with Saurab on LinkedIn.

 

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From the Field: Capgemini Analyst Conference #capgemniAD16

Old Dogs Can Learn New Tricks: It’s never too late to transform yourself. Having been a system’s integrator many years ago, I found the transformations happening at Capgemni very inspiring. There was a period where many system’s integrators avoided the conversation about going to cloud and for good reason. Their business and revenue model was not shaped for the cloud. They were based for on-premise installations. Enter the cloud and everything changed. With the integration of IGATE and Capgemini, outstanding changes are definitely clear. Replacing McKinsey and Accenture in many digital transformation projects, they are looking to lead the digital transformation. Net new customers are over 200 and a 35% increase in the client base in North America. Though under NDA, the brands were very impressive.

What did Capgemini learn from IGATE? And I have to say I really appreciated all of the executives transparency and honesty in their process of becoming a digital transformation system’s integrator – including but not limited to Fernando Alvarez, Paul Hermelin, Srikanth Iyengar, Bill Ruh, Lanny Cohen, Tim Bridges, John Mullen, Dee Burger, Todd Rovak, Jean Pierre Petit, Frank Greverie, Doug Mills, Mathieu Colas and Andre Cichowlas. IGATE was known for the great client relationship capabilities. A client’s CIO had said, “I’ve never had a company pay more attention to my culture and my people and company that what we have experienced with IGATE.” IGATE is a new breed of company infusing it’s culture into Capgemini, with the key themes of speed, agility and imagination. And Capgemini vowed to learn from IGATE.

Capgemni’s Digital Business Model: It includes not only the “what” but the “how” of customer experience, including digital customer experience, digital organizational and people and digital operations. In terms of the “how”–  what digital seems to mean are areas like social & mobile, data, IoT, cyber security and cloud. There was a large focus on cyber security, as more and more customers are putting their data in the cloud. There is a focus on digital innovation as well as a digital ecosystem of partners and start-ups in the mix. There key digital capabilities include: innovation, digital customer experience, digital manufacturing and insights and data.

Fahrenheit212 Innovation Strategy and Design Company: They believe that innovation can be inherently reliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients’ businesses. They believe most great innovations don’t come from consultants—they come from entrepreneurs and entrepreneurial organizations. Entrepreneurs are driven by a powerful force that counter-balances their challenger mentality. Namely, they have skin in the game. They don’t obsess over the process of innovation; they care only about the outcomes. And it’s why they make a good addition to Capgemini.

Since their inception, Fahrenheit 212 has harnessed this entrepreneurial approach through a performance-based compensation model that aligns our risk and reward with that of our clients. They offer their clients the option of putting a significant portion of our potential compensation at risk, contingent on their solutions hitting pre-determined success milestones. This means their ideas can’t just be interesting; they actually have to deliver actual business results.

Digital Manufacturing Is Hot: The digital manufacturing value proposition includes a comprehensive enterprise offer of smart product and plants, Capgemni IP and an extended ecosystem of subject matter experts and highly skilled resources. With a 180,000 Capgemini employees, they are looking not only to re-skill some folks as well as hiring new people.

Cloud Is the New Normal: Their cloud value proposition is that cloud first is the new normal. Of their North American clients, 80% want their applications in the cloud in some way- some pure cloud, others a hybrid model.

Competitive Roadmap For Capgemini: Capgemini’s competitive roadmap is one of quality of service  where they want to work with some of the most demanding clients on the most challenging projects with the most talented people in the world. Capgemini’s entry into the world of IoT, though under NDA, was very impressive and spot on. I look forward to see what comes of their partnerships and their vision.

@drnatalie petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer Facing Applications, including the customer experience of IOT

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Microsoft #Env16: Sports and Digital Transformation of Real Madrid Futbol

Sports is the new playing field is the world of business. Real Madrid is one of the most storied futbol clubs in history. Over 113 years, the club has won 116 official trophies. FIFA has recognized Real Madrid as the best futbol club of the 20th century. Since then, they’ve won the Champions League 10 times as well as the European Cup.

And fans of the Real Madrid futbol club are some of the most passionate and loyal in all of sport. These fans, 450 million of them, are spread around the world. In fact there are more Real Madrid fans in Indonesia and the U.S. than in Spain. And more than 120 million are connected through the digital ecosystem, following the club on social networks. Soon, they will have even more ways to connect with their beloved team on and off the pitch.

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RM_5.jpg (Moderate)

Source: Microsoft

Microsoft and Real Madrid are working together to revolutionize the club, and the futbol experience, through technology. This four-year vision will change the way people engage with the game, while enabling fans to have a unique two-way conversation with the team.

A digital platform, built on Microsoft Azure, will give supporters of Real Madrid access to content and exclusive digital services at the stadium, at home or on the go. The app provides access to these experiences on phones, tablets and wearable devices, while connecting the Real Madrid faithful to the virtual pitch before, during and after the game.

Jose Angel Sanchez, the club’s chief executive officer, sees the team’s digital transformation as the next step to embracing the fans of the future. He explains that the club belongs to the people — the cloud gives the club the opportunity to connect with fans in a personalized way. Here’s a video.
@Drnatalie Petouhoff
Covering Customer Experience and IOT and Digital Transformation
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Capgemini Announces Expanded Collaboration with Amazon Web Services

Capgemini Is Helping Clients to Migrate Application on AWS. Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). As part of its extended cloud services program, which includes cloud advisory, migration and managed business services, ‘Capgemini Cloud Choice with Amazon Web Services’ will see Capgemini further invest in its dedicated migration factory, leverage AWS technology and develop sector-specific IP solutions hosted on AWS.

How Big is the Team? The Capgemini migration factory for AWS, in Chennai and Bangalore, will support customers’ migration of enterprise applications to the AWS Cloud. More than 1000 professionals are anticipated to be trained across India, the UK, the US, Netherlands and France by the end of 2016. The migration factory will use the AWS Cloud Adoption Framework (AWS CAF) planning tool as part of its methodology to enable enterprises to migrate workloads faster and more efficiently to the AWS Cloud. 

A Note From the Executives: Terry Wise, Vice President of Worldwide Partner Ecosystem, Amazon Web Services, Inc. said: “We are delighted to be working with Capgemini as they expand their commitment to AWS customers including a dedicated migration factory. With our respective strengths and methodologies, Capgemini and AWS help enterprise customers become more agile in building and migrating applications, thereby accelerating their transformation to the AWS Cloud.”
What Are the Key Goals Of Capgemni’s AWS? A key goal of Capgemini’s increased focus on AWS will be to develop cloud advisory, migration to AWS and managed offerings specifically for the financial services sector, based on Capgemini IP hosted on the AWS Cloud. One of the offerings already available in this area is Capgemini’s Insurance Connect , a fully managed business service insurance platform which enables core processing, digital services and insights and analytics on AWS. For insurers facing significant variance in workload demands, access to the highly scalable AWS Cloud provides a cost-effective way to integrate functions (such as CRM, policy administration and underwriting) and increase computing capacity on a pay-per-use basis with minimal upfront investment.

What Other Industries Will Benefit from Capgemni and AWS? Asset-intensive industries (such as energy and utilities) will also benefit from the extension of this working relationship, as Capgemini already provides its Digital Industrial Asset Lifecycle Management solution  as a managed business service built on AWS. This on-premises offering is now also available on the AWS Cloud and provides an environment which can be up and running in as little as fifteen minutes. It gives access to a scalable and fast–to-deploy digital asset hub, enabling organizations to advance their digital transformation journey, as well as an accelerated path for improved health and safety compliance, reduction of project costs and improvement of operational efficiency. 

SAP Customers:Customers looking to migrate their existing SAP® solutions to the cloud or to adopt SAP® S/4HANA will also greatly benefit from this expanded collaboration between Capgemini and AWS, with the ability to either get on the latest release of SAP solutions, optimize their workload on the cloud or consume through an integrated delivery model. Also, Capgemini’s SAP certified BAiO (Business All-in-One)  industry specific and Line of Business IP solutions are now available on SAP HANA, optimized to run on the AWS cloud and allowing customers in most industries to be up and running in as little as 6 weeks.

How Long Has the Capgemini and AWS Relationship Existed? Capgemini shares a longstanding relationship with AWS which dates back to 2008, with both parties working to bring business solutions to enterprise customers leveraging Capgemini’s industry expertise coupled with AWS’s technology such as Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3) and Amazon Redshift. Examples of past innovations include Capgemini’s SAP OnePath and COMPLETE. Capgemini is a Premier Consulting Partner in the AWS Partner Network (APN).

Capgemini’s increased focus on AWS is an essential component of Capgemini’s Cloud Services program, ‘Cloud Choice’, enabled through collaboration with a broad ecosystem of cloud partners, and includes a range of services: Business Cloud Assessment and Strategy, proof of concepts, migrating applications to the Cloud, Platform as a Service, Infrastructure as a Service, Business Process as a Service and Cybersecurity. 

Want more details on the journey? A Note From The Executives: Franck Greverie, Capgemini’s Global Leader for Cloud Services adds: “The continued execution of our client-centric strategy demands even more targeted solutions and responses for our clients’ most challenging business demands. Cloud Choice with Amazon Web Services combines the strength of Capgemini’s Cloud Services global capabilities and delivery assets with the on-going technology innovation from AWS to continue to develop and deliver the right cloud solutions to our collective clients with speed, predictability, risk mitigation and sustainable business impact.” Click on this video link where Lanny Cohen, Group CTO shares his thoughts on the collaborative opportunities and the history of Capgemini’s seven-year alliance with AWS.

What Does This Mean To You Brand? Many companies are starting to realize the benefits of migrating their systems to the cloud. The question is how to get there. With this partnership, companies can be guided to move to the cloud. Where are you on your cloud Journey?

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences
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DialogTech launches SourceTrak 3.0, reinvents call tracking for digital marketers

New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution.  Actually its not that surprising me – considering a good 30-50% of calls to a contact center are marketing related – like which size would be better for me, or what are the measurements of the “box” or is the delivery date different than the ship date. These are all questions that would lead someone to “buy” something or not. However, often times those “marketing” type calls go to the contact center. The contact center rarely gets credit for answering lead conversion calls, but many of them do it all the time. Now to the announcement…

DialogTech, who provides of a most comprehensive, end-to-end call attribution and conversion platform for data-driven marketers, announced a breakthrough in call tracking for digital marketing with the release of SourceTrak 3.0. Nearly two years in the making, SourceTrak 3.0 enables the world’s largest organizations to realize the full benefits of call tracking for digital marketing, without the traditional limitations.

What is Included In This New Call Tracking for Digital Marketing?

According to eMarketer, 62.6 percent of digital ad spending in the U.S. this year will target smartphones and mobile devices. As a result, these ads will drive 162 billion calls to businesses by 2019, according to analyst firm BIA/Kelsey. So what is important is to know which programs generate the most calls (and customers) – because its a necessary step to measure and optimize digital marketing performance.

DialogTech’s newly re-architected and enhanced SourceTrak 3.0 technology solution is designed to meet the data, affordability, reliability and ease-of-implementation requirements of Fortune 1000 companies, large multi-location organizations and the marketing agencies they work with.

Enterprise marketing teams and agencies already analyze and optimize the customer journey for the search keywords, digital ads and website interactions that generate online engagement. DialogTech’s SourceTrak 3.0 enables them to do the same for offline phone call conversions. The call data appears alongside the online data in the marketing solutions they already use and requires no change to current processes and causes no disruption to digital ads or website performance.

What is Included In This New Call Tracking for Digital Marketing?

  • Full Attribution For Every Phone Number on a Website – Provides complete call attribution data – including the search keywords, digital ads, referring websites and webpages that drove the call – for every call from every phone number displayed on a website, including every number shown in “Find a Dealer” and “Find an Agent” webpages consumers use to locate and call their closest location or agent.
  • Keyword Attribution for Every Call From Google AdWords – Whether a call comes from a “Call” button in a Google search ad or from a searcher who clicks through to a website, SourceTrak 3.0 captures complete keyword, session and caller data for every call. That call attribution data, as well as any revenue generated from the call, can be imported directly into Google AdWords alongside online data for a complete and accurate analysis of search advertising ROI.
  • Accurate, Spam-Free Call Data – SourceTrak 3.0 call attribution data is now protected by SpamSentry™ technology, which prevents spam calls from distorting marketing data and frustrating sales agents.
  • Fast, Seamless Implementation – SourceTrak 3.0 enables marketing teams and agencies to implement call tracking on any website in a few clicks without any help from IT, any negative impact on website performance or SEO ranking or any disruption to existing digital ads.
  • Affordability – Only SourceTrak 3.0 has heartbeat technology that enables businesses to capture complete call attribution with the fewest phone numbers – and lowest cost – of any call tracking provider.

SourceTrak 3.0 technology is available as part of the DialogTech Voice360® platform, which also includes an integrated suite of marketing solutions for caller qualification and scoring, contextual call routing and management, conversation analytics and spam call blocking. All SourceTrak 3.0 features are backwards compatible with SourceTrak 2.0, and all SourceTrak 2.0 users have automatic access to the new functionality.

For more information on how to get started today, contact DialogTech at DialogTech.com.

If you are part of a contact center, how many of your calls are marketing oriented vs “help me fix this” type calls? Should Marketing pay for some of the contact center costs if a percentage of the calls are lead conversion related? These are the questions we will be asking ourselves as we see Marketing, Sales and Customer Service converge into commerce.

@drNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.

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Avaya Unveils Customer Engagement Innovations

Customers are More Difficult to Serve Than Ever. Is Your Brand Ready? Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed:
  • 90% of people move between different devices[i]
  • 52% of customers are less likely to engage with a company because of a bad mobile experience[ii]
  • 89% of companies will compete primarily based on customer experience – up significantly from the previous two years[iii]
What’s the Big Announcement? At the conference, Enterprise Connect, Avaya spoke at the key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally. The Avaya Customer Engagement solutions –which can be implemented through a fully hosted or hybrid cloud model to help ease the transition between existing and new technologies for digital business, deliver:
  • A flexible, robust foundation provided by Avaya Aura® and Elite contact center solutions, which continues to lead the industry now as a 100% virtualized, 100% software-based platform that eliminates the need for hardware-based media gateways to perform important call center functions.
  • Software-defined customer engagement that makes it possible to communication-enable sales and service workflows and processes through Avaya Breeze which can significantly enhance the customers’ experience.
  • A full stack, turnkey solution in Avaya Pod Fx (formerly Collaboration Pod), providing  everything needed to run an advanced virtualized contact center (applications compute, storage, networking & management) all racked, stacked, cabled and configured to remove complexity and streamline operations.
  • Maximum evolution flexibility through the new Avaya Secure Delivery offer which provides hosted private cloud communications for security conscious organizations (US).
A Notes from the Executives: Gary Barnett, SVP and GM, Avaya Engagement Solutions, said:  “The competitive battleground has shifted, requiring a new type of solution and means to respond to digital customer behavior. Customer expectations today will not wait for old contact center technology to get its act together. Speed is the new currency for business transformation – businesses need to understand, predict and respond to customer needs in less time than it takes for a spark to burnout. Avaya is the only company that can rapidly elevate the customer end game without the disruption typical of massive technical change.”
What Are the benefits of Avaya’s Approach?
  • Customer defined experiences for all channels and devices – traditional voice, web & mobile chat, social, email, WebRTC-enabled, one-click mobile video and calling from any device, guided co-browsing and advanced customer service applications that simply snap-in without massive technical support.
  • 360 degree customer context that makes it easy to map customer journeys across automated and assisted service channels.
  • Minimized effort on behalf of the customer or business to obtain or deliver optimal service by combining analytics and automation.
  • The ability to easily design workflows to create smart customer journeys that easily tap into enterprise CRM systems and bring other data into a single business process.
  • Unparalleled flexibility and scale for today’s multi-modal environments that allow companies to easily adjust to changing demands.
  • Simplified transition to new technology and refocus on core business advancing projects by leveraging a more secure, hosted cloud based delivery.
  •  Customer choice of deployment options, including public, private or hybrid cloud, premises-based and managed services to match business policies and objectives.

What’s Your CEO Going to Do About Customer Service? Is your company ready for the next generation of customer experiences? Customers are more fickle than ever. Who can blame them? Customer Service has not been an important aspect of many brands initiatives – at least they didn’t want to put the money behind it… so it did not met customers expectations. With customer expectations rising even fast in this always-on world, companies need their CEOs to get the message and support customer service.

Does your CEO get customer service yet?

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
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Remembering Raymond Tomlinson: Email Trailblazer

Raymond Tomlinson is noted for establishing person-to-person email as we know it. He was the one that allowed people to send emails to users on other computers by choosing the @ symbol. He considered an obscure keyboard character — the @ symbol —  to separate usernames from email hosts. Tomlinson came up with the idea while working for Bolt Beranek and Newman, the software company that developed the Internet precursor ARPANET, in 1971. He passed away died Saturday at age 74.

Tomlinson said in a 2012 profile in Wired, said “I looked at the keyboard, and I thought: ‘What can I choose here that won’t be confused with a username? They were all test messages, and whatever came to hand as I put my fingers on the keyboard is what I would send.”

The innovation earned him a place in the Internet Hall of Fame earlier in 2012.The Hall of Fame wrote when he was inducted, “Tomlinson’s email program brought about a complete revolution, fundamentally changing the way people communicate, including the way businesses, from huge corporations to tiny mom-and-pop shops, operate and the way millions of people shop, bank, and keep in touch with friends and family, whether they are across town or across oceans.”

There have been many articles on email is dead. But from my experience, most people in corporate America still use email. Today, tens of millions of email-enabled devices are in use every day. Email remains the most popular application, with over a billion and a half users spanning the globe and communicating across the traditional barriers of time and space.

What’s your thoughts on email? Is it hear to stay or not?

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences
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