Tulsa, Oklahoma – November 21, 2017 – VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced the release of a CTI Connector, offering advanced integration between Amazon Connect and ServiceNow®. The CTI Connector has been certified by ServiceNow signifying that VoiceFoundry has successfully completed a set of defined testing focused on integration and interoperability, security and performance. This certification ensures that best practices are utilized in the design and implementation of the VoiceFoundry CTI Connector application.
A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact centre agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance.
And whether you gamble or not, the stakes are pretty high. According to an Ovum survey on omni-channel support, 82% of consumers cited a bad customer experience as reason enough to stop doing business with a company. And to make matters more pressing, 45% of consumers expect a response to questions and issues in under one minute. Does the pizza delivery rule apply here – if it’s not there within 30 minutes its free? If only everything was so black and white.
Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there.
Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. Or on an airplane. Or maybe it was doing something as simple as making an online purchase. Whatever it was, great customer experiences seem to stand out more than bad ones. And sadly, those over-the-top-genuinely-want-to-help experiences are few and far between. How do we consistently offer these great experiences and set the bar for a new level of customer service? We suggest you look at revamping the User Experience Design (UX).