Mike Wallis’ Post

Here is a case study on the first ever global rollout of ServiceCloud Voice (Amazon Connect + Salesforce) - Great to see the Capgemini UK CEO Paul Margetts sharing this and recognizing the business value that #ContactCenterTransformation brings to Customers 🔥 👍

For consumer goods companies to offer the best experience and support to their customers, knowledge is vital.   That’s why I am delighted to share a recent example of Capgemini’s work with a global consumer goods company to revolutionalise its call center operations. The project marked the industry's first implementation of the Service Cloud Voice (SCV) solution, merging Amazon Web Services (AWS) Connect and Salesforce Service Cloud. Through meticulous planning and collaboration, the team digitised key telephony channels, providing advisors with comprehensive consumer profiles, resulting in a remarkable 15% increase in Net Promoter Score, representing a substantial improvement to the consumer experience.   Witnessing such transformative results, the company is now on track for a phased global rollout, extending the SCV solution's benefits worldwide. I look forward to seeing what’s next in store for the industry. Read more about our work here: https://bit.ly/48F0lOV   #CustomerService #Innovation #DigitalTransformation    

perhaps no longer a novel question, but it never goes out of style: is your brand invincible enough to handle delivering a poor #customerexperience ? probably not. are you taking every opportunity to turn a #brandinteraction into a positive experience? if not, I'd love to have a chat about your #customerservice strategy and execution! for inspiration: read how a major #consumergoods brand re-imagined and delivered on their customer experience together with my amazing Capgemini colleagues leveraging Salesforce and Amazon Web Services (AWS) solutions. #ServiceCloudVoice

Utilities are setting the example (well, in the contact centre at least...), or is the statistic showing something else? In the latest Sabio and ContactBabel report we can see that the utilities companies (at least those that were surveyed) see the value in investing in Voice. It poses the possibility that this is because they're in desperate need to upgrade systems, which doesn't necessarily improve the customer experience. In many organisations that we've worked in, cost is still the leading motivator to migrate to cloud based contact centres - usually done as a big bang approach. Migrate what is already there, then we can improve it. Problem with this approach is that the migration usually carries across all of the bad practice. It is entirely possible to leverage a more automated, continuous and dare we say #DevOps approach, once everything can be provisioned by declarative infrastructure as code and/or API calls. We aren't seeing organisations do this however. Change process is usually overbearing and doesn't take long to slow the pace down to familiar legacy, risk averse and untested outcomes that plague larger organisations. #TotalPath, whilst primarily created to challenge the antiquated way in which Voice Experience testing is being sold, it also solves challenges where existing tools don't scale to provide coverage when automating tests. Our subscription model vs. the old telephone line model, allows total coverage of journeys after change as well as performance and operational tests. Either way, organisations will need to spend more on their voice service improvements and they will need to attest they're not breaking things when they change them!

Integrating #CX and #EX systems is imperative for business success – offering retention and loyalty. But how do you achieve a successful integration? Join me at Genesys VP, Product Management Rakesh Tailor's session at #EnterpriseConnect to explore opportunities and challenges of CX and EX integration so you can deliver better benefits to both customers and employees.

Making the best use of the latest technology to improve customer engagement is one of the critical tasks facing businesses today

Where communications were once seen as basic infrastructure, CCaaS truly underlines them as a *competitive advantage* for your customers in today's world. Read about how Avaya makes transformation easy. 👉https://okt.to/XtVPLm (2 Minute Read)

🌟Modern Contact Center Solutions: A Complete Guide In today's fast-paced digital landscape, businesses constantly seek innovative ways to enhance customer interactions and streamline operations. Enter Contact Center as a Service (CCaaS), a revolutionary solution transforming how companies manage customer service. CCaaS leverages cloud technology to provide scalable, flexible, cost-effective contact center capabilities. This guide will explore the fundamental aspects of CCaaS, its benefits, and how it can drive efficiency and customer satisfaction in your business. Let's start with a video. Ryan Cotton, Teleconnect Technology Advisor, and Michael Baillargeon, Solution Architect, got together to explore how Contact Center as a Service (CCaaS) can revolutionize customer interactions. https://lnkd.in/gwX3mx-5 #Teleconnect #CCaaS #ContactCenter #CustomerExperience

Lumen Technologies operates globally across 60 countries, and the need to provision services even faster across an increasingly complex hybrid cloud network led them to adopt Itential. With the Itential Automation Platform, Lumen can orchestrate functions such as order management, service provisioning, and service assurance across their multiple network domains. By leveraging Itential’s API-first, machine-first model, they are able to drive automation across field operations, service assurance, and service delivery, accelerating their business to keep up with scale. Read the full customer story: https://bit.ly/4coSZ5k #HybridCloud #NetworkAutomation #API #NetworkServices

🌟Modern Contact Center Solutions: A Complete Guide In today's fast-paced digital landscape, businesses constantly seek innovative ways to enhance customer interactions and streamline operations. Enter Contact Center as a Service (CCaaS), a revolutionary solution transforming how companies manage customer service. CCaaS leverages cloud technology to provide scalable, flexible, cost-effective contact center capabilities. This guide will explore the fundamental aspects of CCaaS, its benefits, and how it can drive efficiency and customer satisfaction in your business. Let's start with a video. Ryan Cotton, Teleconnect Technology Advisor, and Michael Baillargeon, Solution Architect, got together to explore how Contact Center as a Service (CCaaS) can revolutionize customer interactions. https://lnkd.in/gKjrtWtE #Teleconnect #CCaaS #ContactCenter #CustomerExperience