Tag Archive for: cloudcomms

Excelien at Contact Centre Expo 2020

Excelien will be hosting one-to-one advisory sessions at #ContactCentre Expo, get a first-hand look at how companies are taking their customer experience to the next level by investing in and leveraging the productive capabilities of omnichannel marketing and automation.

We will have our consultants at hand to understand your goals and requirements, on which we’ll deliver an overview of the Contact Centre market. We currently work with 30+ contact centre providers, and we aim to ensure we connect you with you those who will meet and exceed expectations.

We support companies of all sizes to achieve their goals in Digital Transformation programmes, maximising value and minimising risk. We aim to deliver Digital Transformation Goals by empowering powerful collaboration and interaction throughout your company, allowing you to provide to your staff, partners, contractors and customers become more connected.

We’ll also throw in a £10 Costa voucher for each attendee!

If you’d like to arrange a advisory session on the day, fill in the below and we’ll be in touch with available sessions.

Register Today!

 

 

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UK Customer Service Survey

We commissioned a survey of over 2,000 consumers within the UK to understand what challenges people encountered when attempting to chat to a company on the phone and discovered that one in five people who call a company doesn’t actually get through.

 

Even worse is that 35% of the consumers surveyed that didn’t get through to someone were prospective buyers seeking information on products, attempting to create an account or make a purchase. Companies are consequently squandering a large number of inbound inquiries from potential customers who have gone out their way to call them directly.

Adopting Technology To Enhance Customer Service

Now it is not an industry secret make sure someone picks up the phone when a customer calls! We understand it can be difficult for assistants in a busy office or a hectic contact centre, but ensuring you have the appropriate technology in place can mitigate that pain. With the right technology, you can route calls to the first qualified person who can answer to the inquiry, regardless of the agents located whether they’re based at home, a remote office, a different country or even continent. 

However, the study also reports this:

  • When consumers do get through to someone and experience lousy customer service companies jeopardise losing them to a competitor, more commonly than not, more often than not, when they’re on the phone.
  • One in eight states they have begun researching for competing products or companies online while on a call, and a tenth has posted live on social media to label a company during a poorly managed call. The problem is more common amongst people aged 25-34.
  • Over a quarter have gone online while on a call to find competitors or complain.

You Only Get One Shot, Make a Great Impression

It’s crucial companies make a great first impression, and there’s only one chance and beginning that journey on the wrong foot can diminish any customer relationship for good. This is the primary reason it’s imperative to ensure each interaction counts. When customers are quickly steered to a suitably proficient agent who is qualified to manage their call stops them from being passed around to multiple agents and ultimately, getting frustrated. When customers are frustrated, they’re more inclined to switch to your competitor.

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8×8 – Transforming the Future of Business Communications

As Excelien continues to grow its vendor eco-system becoming working with 8×8 as one of its fasting growing partners. 8×8 has offered a solution to all shapes of companies from SMB to Enterprise, from finance to legal to public and globally across 100+ countries. 8×8 can deliver unified communication services as well as contact centre rather than piecing various platforms together, eliminating silos and managed from a single UI. We look further into our partner 8×8.

8×8 is remodelling the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions driven by one global cloud communications platform.

 

8×8 is recognised industry-wide by experts such as Frost & Sullivan for “Innovation in CCaaS and UCaaS”, IDC for as a significant player for CCaaS and UCaaS, Gartner as Magic Quadrant Leader for eight years consecutively and verified by Tolly as the provider with the highest call quality at 4.2. The accolades carry on with recognition from Deloitte, Silicon Valley Top 150, IHS, Infonetics Research and Forbes.

8×8 enables workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business.

8×8’s hosted UCaaS and CCaaS solution enables businesses to swiftly, efficiently and reliably migrate telephone systems to the cloud. Unifying communications in the cloud on 8×8’s global communications platform, you can enhance customer satisfaction and external and internal collaboration regardless of location.

8×8 removes information silos to reveal vital, real-time intelligence across all clouds, applications and devices to increase individual and team productivity, customer experience and business performance.

8×8 has security and compliance at the forefront, ensuring it’s a fitting solution across all verticals from finance to the public sector to legal. 8×8 has 15 data centres globally, and both data sovereignty and GDPR compliant. 8×8 also offers voice recording and storage functionality to help MiFID II regulated customers meet their regulatory obligations.

8×8 guarantees high reliability and business continuity by delivering its cloud-based communications through the use of secure, fully redundant data centres. SSAE 16 certified, these top-tier data centres are placed in geographically diverse locations around the world. More than a million users rely on the 8×8 to reduce complexity and cost, accelerate high performance and enhance customer experiences.

Our cloud advisory team at Excelien are experienced in a range of Unified Communications and Contact Centre rollouts. Please speak to one of our cloud consultants today to see how we can increase productivity, manage costs and move to a futureproofed solution.

Start Your Project

Test your Phone Talk to a Human

 

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