Robert Johnson, CEO of customer service software vendor TeamSupport said putting all your eggs in a single managerial basket is a mistake.
For UC to grow within the small and medium enterprise space, vendors will have to find ways to differentiate themselves from traditional telephony providers. The solution? A customer service focus.
This move underscores two prevailing trends: the increasing importance of omni-channel and the speed of which big data analytics are becoming the backbone of almost all software.
Managing the customer experience isn't all about fancy consumer-facing tools. It often begins with things the customer doesn't see--like a web content management system that's doing the heavy lifting behind the scenes.
Even though customers shouldn't notice when their CMS providers are acquired or change--at least not in a negative way--there are some questions you should consider asking just in case.
In the race to get enterprise customers, mobile security vendors can differentiate themselves by offering top-notch customer service, argued Denise Culver in a Light Reading article.
Speech analytics is picking up momentum in several lines of business and industries these days. One example is within CRM products to increase sales. Another example is in monitoring banker phone conversations to guard against fraud in derivative and swap trading rooms.
Check out the hottest mobile IT news for Jan. 8, including the new feature BlackBerry is pushing to smartwatches, the return of Motorola to China, how IT leaders can get more out of their markets, the Big 3 remain in their spots in the ADAS market and the latest tether Microsoft is losing from its software.
Consumers are beginning to think that if companies went to all this trouble (and against their wishes and right to privacy) to learn all about them, then companies can cater to customers better.
If you really want to leverage big data to increase your revenues significantly, you have to focus on customer-centric strategies and steer clear of the notion that you are in control of the customer.