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| Why Unified Communications is in Your Future |
by Donna Fluss and Randy Brewton, DMG Consulting
Unified Communications (UC) is a term that we hear vendors discussing. But few business managers appreciate what it means and why it’s important. The primary reason why UC deserves attention is that it will soon play a leading role in the handling of most customer interactions, whether via phone, email, Web, chat, video, or other channels. IT managers have to care about UC because they will need to support a variety of UC-based technologies and applications, including private branch exchanges (PBXs), unified messaging, email, chat, SMS, real-time video, and an assortment of enterprise collaboration tools and applications.
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[Full Article]
Aug-25-2011 |
| How to Get the Most Out Of Proactive Customer Care |
| Proactive customer care (PCC) is an exciting concept that, when done properly, delivers benefits to both enterprises and their customers. Customers want to hear from preferred retailers, healthcare providers, airlines, delivery companies, etc., as long as they consider the communicated information beneficial. The challenge for businesses and other organizations is to create useful communications that their customers welcome, and to deliver these messages in each customer’s channel of choice – phone, email, SMS, fax and, in the future, video. |
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[Full Article]
May-10-2011 |
| New Servicing/CRM System Benchmark Study Reveals Urgent Need for Change |
by Donna Fluss, DMG Consulting
In 1997, customer relationship management (CRM) vendors burst onto the enterprise software scene and promised to deliver functionally rich servicing applications to satisfy the needs of sales, marketing and customer service organizations. The idea was to do a better and more cost-effective job of servicing customers while providing a 360-degree view of customers. Unfortunately, a large percentage of enterprises that made investments in these solutions did not realize most of the projected benefits. Enterprises bought into the CRM vision because they needed to improve their servicing applications. Thirteen years later, 45.2% of contact centers are still using home-grown legacy, mainframe or client server CRM applications. The state and effectiveness of servicing applications appears to be as bad now as it was 13 years ago.
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[Full Article]
Feb-09-2011 |
| Hosted IVR Vendors Are Here to Serve |
| End users are showing a strong preference for hosted and managed service IVR solutions, as reflected in the increasing percentage of the market being captured by these vendors. This is a trend that DMG Consulting expects to continue long after the economy recovers. End users have found the hosted/managed service acquisition model compelling and convenient, as it enables them to purchase leading technology and applications without a large up-front investment or the need for in-house expertise. As enterprises migrate to hosted/managed service offerings, they are increasingly adding speech recognition, which is a standard part of most of these offerings. |
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[Full Article]
Dec-07-2010 |
| The Growing Importance of Social Media for Support Organizations |
By: Donna Fluss and Maureen Rogers, DMG Consulting
While most of what's happening on the social media front is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. Companies must respond both reactively (to prevent or stem a crisis, or the spread of misinformation) and proactively, tapping this emerging channel for feedback on their products and services, to provide support, to discover ideas for innovation, and to forge new bonds with customers.
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[Full Article]
Sep-10-2010 |
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