WEBINAR: Customer Engagement Center in 30 minutes!

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Customer Engagement Center in 30 minutes How the Customer Engagement Center can increase sales, improve client's loyalty, and adapt to your customer. Tuesday, September 29th, 2015 TIME: 2:00pm ET/ 11:00am PT Customer Engagement Centers (CECs) are much more than mere multi-channel contact centers Customer Engagement Center is considered to be the next generation set of solutions to be implemented on customer service areas. Although this concept has been developed several decades ago, now it is taking much more importance due to the complexity driven on managing clients on a Omnichannel environment. New generations, and hence customers, are evolving on to a native multichannel user. As well as they have the freedom how they communicate with colleagues or friends they are demanding the same freedom with organizations as customers. Customer Engagement Center is much more than managing multichannel, but the capability to understand the customer context and identify the customer on every single interaction. Comprehend why each customer interacts with the organization and build a detail profile based on preferences, issues, purchases, use of products or even personality, it is necessary to define a personalized relationship strategy and processes to engage each individual customer with the customer service team which a successful outcome. It is also vital the support of mobile applications which are becoming an important self-service and communication hub between customers and organizations. Although most applications are informative or embeds some self-service logic these should be transformed to also include all channels available, so in case a customer needs assistance can also interact with a customer representative without leaving the mobile app. Presence Technology solution is key for the Customer Engagement Center because it covers: Multichannel/ Omnichannel: can handle an extensive set of channels such as voice (inbound and outbound – dialer), VoIP, Email, SMS, Fax, Chat, Social Media and Video. Also these channels can be routed intelligently based on customer / event information collected and stored by Presence Suite or provided by an external system such as CRMs SDK and mobile devices: provides an extensive set of integration options based on Open Standards which allows embedding some of the channels into mobile applications and synchronizing data between applications (for example CRMs or ticketing systems). Customer information and Workflow: covers the need of generating a campaign or service interactive forms with embedded workflow for the agents. This specific feature helps to present and gather customer related data. The data stored allows to identify the customer context and provide customer information, historical interactions, reason for these interactions, products and services acquired by customers. What is Customer Engagement Center and how it can help you: Increase your sales Make your customers reference your company Improve client's loyalty Leverage on your information: Adapt to your customer. Who should attend: COO's Contact Center Managers Customer service Managers CIO's CTO's Sponsors:		Presenter: Paul Dickinson Presales Manager NA Presence Technology With more than 30 years in the communications industry, Paul Dickinson began his Contact Center Career as National Sales Engineer for GTE Supply. He then started his own Contact Center Consulting firm in 1999 implementing Contact Center solutions for large Telco companies. In addition to the distributor based activities he also had many direct customers to whom he provided national contact center sales, design and implementation services for. Paul is currently Presales Manager for North America at Presence Technology. Moderator: Peter Bernstein Senior Editor TMCnet Peter Bernstein is a seasoned writer and professional with deep experience in the communications and IT industries. As a top-level industry analyst, Peter has keynoted major technology events and has been cited numerous times by The New York Times, The Wall Street Journal, The Los Angeles Times, USA Today, The Washington Post, Business Week, Fortune Magazine, ComputerWorld, NetworkWorld, Communications Week, among other publications.
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