The digital service revolution is well underway. For communications service providers (CSPs), it means going beyond traditional voice and data and upgrading their entire digital communications infrastructure. Research shows enterprise-class organizations are allocating heavy dollars towards communications solutions and prefer a single provider for digital services. This is a massive opportunity for CSPs to expand their services, generate more revenue, grow profit and increase market share. However, the majority of enterprises reported not receiving a consistently excellent experience with their most recent service contract. As a result, many switch to new providers. CSPs are losing credibility and the loyalty of their customers because of legacy and traditional systems that constrain their ability to act quickly. Enterprises are looking for CSPs who understand their complex business and can offer a full portfolio of digital services with quality and creativity to meet their needs.
Founded in 1992 as a provider of integrated network, voice and data centre solutions, Colt’s business today has grown to encompass a wide range of IT services, spanning enterprise application hosting, business critical cloud and end-user computing solutions. Colt has 29 data centre locations supporting thousands of customers across 28 countries in Europe and Asia, including Swiss International Airlines, Shurgard, Berenberg, and Jaguar Land Rover. Colt’s award-winning solution portfolio is based on end-to-end data centre, network and IT services capabilities; its aim is to help its customers compete and win in their markets without being held back by hardware, licensing and resource limitations.
The market for communications is shifting to one in which multi-modal interactions will become the norm. Voice, video, and messaging Communications and Collaboration will drive the future of this market. As messaging becomes a larger part of the Communications landscape, Mobile Collaboration is poised to take on a larger enterprise role, by way of shifting email to more of a confirmation tool. Moreover, the convergence of content types under UCC will be greatly enhanced by a categorized and dynamic ontology-driven knowledge framework that goes beyond search. Once the framework supports are in place, UCC will accelerate its momentum at an even greater rate than it already is today. This Research Note identifies the new elements of UCC and how enterprises can plan for the shift to multi-modal communications.
The lifeblood of discrete organizational inputs—customer phone numbers, invoices, marketing prospect lists, inventory calculations, employee job descriptions—once existed in disconnected silos, typically transcribed on carefully guarded pieces of paper, limited in lifespan and scope to the department or person carefully guarding it. Now, the modern organization both enjoys, and drowns in, a proliferation of business data both ripe for strategic possibilities and staggering in complexity. Few are the companies who feel they’ve totally tapped into its power to supercharge their growth efforts.
Download this white paper to find out how your company can cultivate key relationships.
Our survey of 100 members of The CMO Club reveals most CMOs gather insights from first-person, always-on online consumer conversations, and share them across their organizations, to power more than just marketing.
By 2017, Millennials - currently in their mid-teens to mid-30s - will have more spending power than any generation. And they're the proxy for all consumers, so capturing them helps you capture everyone else, too.
Published By: Genesys
Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business.
Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.
Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Read the Ovum Decision Matrix to:
• Compare cloud contact center solutions based on the strength of their technology platforms
• Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics
• Understand each vendor’s market impact and why Genesys was chosen as a leader
The local consumer decision journey has changed. This step-by-step guide will show you how to connect with local consumers to improve visibility, gain control of your reputation, and drive more local leads and sales.
By utilizing these best practices from TapInfluence, you’ll increase your brand’s credibility while building goodwill and trust with potential customers. Incorporating the expert voices of industry influencers engages your audience, highlights brand integrity, and helps further your marketing goals.
Published By: Qualtrics
Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer
expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a
Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the
customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today,
market leaders are shifting their listening and response mechanisms faster as VoC programs represent a
huge opportunity for driving loyalty and increased sales.
A recent study sponsored by American Express®—the American Express Global Customer Service
Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than
they are to share about a positive experience.¹
Download Aspect’s newsletter, “Serving and Engaging the Digital Consumer - from Self-Service to Agent-Assisted” for insights on how the cloud, omni-channel communications and mobility are revitalizing customer self-service. Included is a complete copy of the latest Gartner Marketscope for IVR Systems and Enterprise Voice Portals, which provides insights on the state of the market and top vendors.
Download to learn more!
Published By: Uberall
Published Date: May 13, 2019
Businesses have been told about the urgency of being ‘voice search ready’ without understanding what it means or how to accomplish it.
In creating the Voice Search Readiness Report, we set out to answer one simple question - ‘are businesses voice search ready?’ and then provide a simple method for helping them to measure their own voice search readiness.
We analyzed more than 73,000 SMB, mid-market and enterprise business locations in one of the largest voice search studies ever conducted to find out if businesses were taking the necessary steps to reach consumers who use voice search.
Published By: Zuberance
Published Date: Feb 11, 2012
Word of Mouth is the "world's most powerful sales tool," according to Nielsen. In today's social-media-connected world, the voice of your customers is more influential than ever. But is Word of Mouth Marketing effective in B2B environments?
In the rush to digital, B2B marketers have ignored a crucial element that salespeople and buyers need: direct human interaction. Sales teams know that calls close customers, and 97% of B2B technology buyers want direct interactions with the provider during the research and purchase process. So why have we left voice conversations behind?
In order to get more sales qualified leads and master marketing automation in a multichannel world, we need to bring back human engagement. Join Invoca and guest Forrester Analyst Lori Wizdo as they examine:
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
When new ideas and market opportunities arise, Vodafone New Zealand's goes directly to customers for their feedback. The company has 30,000 New Zealanders on their community panel, Vodafone Voice. With rapid results and actionable insights, the panel is able to provide Vodafone Executives timely answers to make informed decisions that maintain brand relevance for customers. Vodafone relies on the panel to assist in making decisions around which products, services or offerings are worth pursuing.
When times get tough, people re examine old habits and brand loyalties. Consumers are more conscious about spending their hard earned money and their tastes shift dramatically as they cut back. Virgin Mobile USA was able to see exactly how their consumers were changing during the economic downturn by surveying their online community of customers. The panel brings together hundreds of customers to interact with the organization on a variety of issues. The results were so interesting that both Forbes Magazine and the Chicago Tribune wrote an article about the findings.
Kodak's community-which boasts over 2,600 members to date-has been effective in combining quantitative and qualitative research initiatives, resulting in a more comprehensive understanding of consumer behavior, trends, and demand, which the company continues to use to its advantage. In addition to evaluating existing products and marketing initiatives, it has helped to identify new product and marketing opportunities through analysis of how members shop.
Roxy, global designer, producer and distributor of clothing and accessories, needed a way to connect with teenage girls on an ongoing basis to help produce, design and advertise their clothes. Roxy decided to find style mavens – girls who are the trend setters among their peers – and instead of doing ad-hoc focus groups of 20-30, they created an online community of over 900 girls.
Struggling to prove social ROI? The Bazaarvoice whitepaper Real ROI from Social in 5 Steps shows you how the world’s most successful brands and retailers are capturing results and proving true social ROI.
The marketing landscape is changing before our eyes. New entrants, empowered consumers, and fragmented media options require marketers to change their tune – forever. Learn to prepare for the new environment and how to measure your success.
The fax market is changing significantly though not in the way predicted by many. Far from an inevitable decline brought about by the emergence of e-mail, the demand for fax, particularly from larger companies, is actually growing. The way that fax is managed within the business is also undergoing a significant period of transition.
For businesses around the world, email has become the primary means of communication with people inside and outside of the organization. Business transactions kick off in the form of an email, most customers use e-mail to negotiate contracts and agreements and exchange invoices and payment information. Email is also heavily used by marketing departments to issue mailshots to customers announcing new offers and special deals and so on.
It’s no longer enough to think of consumers as online vs. in-store. The mobile shopper is neither and both of these, becoming the norm rather than the exception. “7 Ways the Mobile Consumer Changes Everything” reveals new research.
Thanks to social, consumers are more vocal than ever and their opinions are influencing the purchase decisions of consumers all across the web. Learn how to turn social data into strategic business advantage with nine guiding insights to improve your bottom line today.