A Case Study: Social Media Listening Needs to Be in Your Marketing Scope for 2016

Cloud Contact Center | TMC Net

Are you ready to listen, yet? As we enter 2016, our social media strategies had better include social listening. Otherwise known as brand monitoring, brands have been finding added value in social media by paying attention to what their enthusiasts have to say.

Whether seeking validation for our future marketing campaigns or looking to improve product delivery, brand monitoring has been benefiting brands across the web for some time now. Business 2 Community recently broke down ten ways social listening can benefit your business. As brands improve the customer experience, we need to improve our customer service strategies, as well. How else can we improve customer service without getting to know our customers intimately?

In early 2015, a telecommunications company (name withheld) lost many customers who were no longer locked into a two-year agreement, thanks to horrible customer service techniques. Not only did their service fall short of expectation, but they faced multiple overcharge and device failure – gaining the brand a bad reputation.

In many cases, refunds were in order for customers spending hours of talk time with customer service, repeating their nightmare to representatives, while pleading to be heard. They often received no follow-ups and were therefore never refunded.

As one of the top three service providers in the United States, they began losing the favor of a loyal fan base. On top of this, potential customers wanted no part of what the brand had to offer. We saw botched marketing campaigns. ROIs suffered.

Social media can be a son of a gun when it comes to marketing to the masses. Every campaign initiated via social media was flooded with negative feedback. Social commenting and storytelling put the brand into overtime and urged them to hire a cloud contact center that could fix their painful dilemma.

Per one negative comment, a minimum of two positive comments must be made to dissuade public opinion. In fact, a “no comment” is better than a negative comment. Negative commenting can bring irreparable damage to a brand via word of mouth experiences.

The brand didn’t listen to begin with. Social media led to further damage. But, when it was adopted as a tool, this brand found the power of social media to be beneficial in repairing their image. It totally turned around the experience for millions of customers, who have since been returning to the network and bringing friends and family with them.

Once the brand began listening, they publicly showed concern with the customer experience – earning back brand trust, bit by bit. They also learned what can be done to improve their brand and what the customer needs.

They learned that towers weren’t feeding devices the way that they should be; and customers were paying for services that they weren’t receiving. They learned that existing contracts with television providers were causing damage to service potential. This led to expedited contracts in fulfilling service plans. They were going to continue losing customers and owe for unfulfilled servicing of their plans.

Because of social media, they were able to identify common issues amongst a network of users. They also learned that their outsourced call centers weren’t living up to the expectations that they once had.

They avoided a PR catastrophe by simply listening. They were protected against competitors, who could easily capitalize off of their weaknesses. With a website that showed nothing but ways a customer would benefit from service, the full picture was gained through social media access. Competitors monitoring this brand could have easily intercepted customers by enacting social listening strategies and jumping into the conversation.

Listening and intercepting the conversation halted “bad mouthing” to friends and family, further allowing the brand to dissuade the conversation. They now control that conversation. This has allowed them to gain new customers. Positive experiences continue the flow of incoming sales leads for the brand and has been the turning point in major decision-making.

Since this experience, this company has become extremely social savvy. They have been showing appreciation for their consumer bases, making them feel special through social sharing of user-generated content and by joining in the fun with memes that their customers can appreciate.

They have been able to leverage key advocates and supporters, influencing new audiences for the better. With new product and service lines, plans have been maximized to better meet customer needs and provide consumers with the exact product that fits their lifestyles… especially those niche lifestyles… all of which lead to brand tenure and continued loyalty.

Social listening is very important and needs to be implemented immediately. If you’re not engaging in some form of brand monitoring in 2016, you will most likely fall behind. 

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A New Standard in CRM for Commerce, Healthcare and Remote Workforces

Video Conferencing, Google Hangouts, Vidyo, WebRTC, Unified Communciations, Google

PREVIOUSLY PUBLISHED TO TMCNET’S WEBRTC SOLUTIONS

A sharp increase in online sales shows that consumers are learning to trust brands through interactive experiences and online platforms. A “buy it now” mentality has influenced the demand for most brands to shift the way they do business and often changing the first point of contact between the brand and the consumer. Most importantly, this adoption has led to an increased need to meet the consumer “at the door” with a qualified sales specialist and customer service representative in assisting the consumer in an enriched shopping experience.

Last week, VeriShow released an integrated solution that benefits Salesforce Live Agent. This customer service tool allows companies to provide an enhanced live chat option in meeting their customers with a better in-store experience.

Taking control of the sales funnel, VeriShow allows agents to lead the customer directly to a particular product or service of interest, as they are given the power to access consumer screens and better guide them through the sales process. This, of course, can be done in real time – and saving energy on behalf of the consumer, while better influencing the point of sale and reducing drop-offs to the sales funnel.

Providing effortless shopping experiences and instant gratification to consumers, customer service representatives and live sales agents will now be better equipped to encourage sales in real time, while translating customer concerns directly with the brand and tightening the sales process for maximized online shopping experiences.

An enriched CRM will lead to more productive sales potential, allowing existing models to evolve in ensuring a future that builds upon the direct needs of consumers, themselves.

The future of customer retention is now more controlled, predictable and able to be scaled, allowing for a deeper satisfaction at the time of transaction than we have ever seen before. Gaps in the sales funnel will now be better explained.

VeriShow demonstrates an added advantage with its current Salesforce integration. Video chatting and screenshares build off of conferencing mechanisms that promote collaboration and better overall communications strategy.

A customer will now have his or her own personal sales representative to assist in every step of the sales process. They can ask questions, voice concern and receive product insight without the need to leave a webpage for additional research. Brands will be paying less in obtaining market research, as well, with customer insight presented right in front of their eyes.

Once a consumer leaves a particular website, they may or may not return. They may find a better price outside of the system or lose interest all together. Shopping with a personal agent will ensure better sales performance and provide a better measure of control in future sales and marketing initiatives.

Vidyo is proving this more recently, holding a patent on the video conferencing experience through mobile cloud technologies in providing a better customer service experiences for millennial users.

As 2016 predictions continue to arise for the increased use of technology in the healthcare industry, HIPPA and human resource-related interests may better be served through tools like VeriShow and Vidyo, when verifying the identity of patients and remote hires.

Delivering added security to private matters, tools will now better assist human resource personnel in the filing and processing of important documentation in real time. Access may be more flexible and easier to grant through convenient online portals. This will reduce visitor wait times within lobbies and waiting rooms all over the world, allowing for better productivity and better accessibility to those we need to speak to the most.

As technologies join forces in creating better experiences for the end-user, we will see this become a trend in Salesforce integration for the 2016 fiscal year. In fact, this type of experience is sure to become a standard in how we do business remotely. Productivity is key, and better interactions help us to accomplish it. 

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TokBox, Polycom Leading to Faster, More Productive Tech & Conferencing Experiences in 2016

Cloud Computing Magazine | TMCNet, Technology Marketing Corporation

PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD COMPUTING MAGAZINE

Recently, TokBox (NewsAlert), a Telefonica company and recognized leader in WebRTC, announced the release of yet another collaborator tool in mobile integrations. While companies are pairing up to bring the ultimate communications experience, TokBox makes its contribution to the overall customer experience, while eliminating some of the frustration that comes with tech support and strategic planning via remote interface. 

As businesses are adopting the ability to engage customers in video-enriched tech experiences, TokBox’s annotation tool allows for convenience in literally pointing out the problem.

Whether through screen sharing or screenshots, TokBox’s annotation tool allows users on either side of the conversation to engage in markup, calling attention to important points within the conversation. While this can already be done through standard mobile editing tools, TokBox allows for live screenshares and annotations through its OpenTok platform.

In tech support, customers can point out exactly what is broken, while specialists can direct customers to exactly which button resets a system and in which direction the switch needs thrown. There is no more room for a twenty-minute conversation trying to explain where on a device the customer should start looking. This cuts back call times, which directly cuts costs for tech support departments and promotes maximized productivity.

TokBox recently released a platform associated with FoxSports and college football. A coach could hold a meeting via remote delivery; strategizing gameplays and maneuvers, similar to what is done by commentators while a game is airing live to television. This would allow college students to be more proactive in their studies while maximizing their potential wins on the field. They would no longer have to skip classes or leave class early just to make a meeting on time.

Like many video conferencing platforms, OpenTok is recordable and able to be accessed at any time. This will benefit those who need a refresher course or would like to study what was discussed during the video conferencing. These platforms are available on both web and mobile platforms.

OpenTok’s annotation tools are currently in beta and have a long way to compete with some of the more advanced tools in video collaboration. But, they are off to an amazing start. Not too many platforms currently allow live annotations, but those that do are leaving our experiences fulfilled.

Polycom (NewsAlert), for example, calls their version of annotation “video whiteboarding.” They actually have created physical tools that allow “in-meeting annotation” and that enable participants to share those annotations on any standard whiteboard or LCD display to everyone on a call.

While basic tools and free form shapes are being made available through these platforms, colleges, such as Harvard’s MIT (NewsAlert), are searching for new ways to make rich annotations available – which would mean encoding more complex algorithms and allowing even more people to join the conversation simultaneously across a variety of streams and a variety of platforms.

In technology, only one’s imagination limits progress. You may not see a need for rich annotation at this point. But in the future, you may wonder how you got along without it. We can thank companies like TokBox and Polycom for their contributions to innovation and for making productivity a forefront of our video conferencing platforms.

This is perhaps an unpredicted and overlooked trend to hit 2016. Will we see more in-conference possibilities that help our business and tech support efforts become more productive? Rumor has it that Elliot Associates’ billionaire, Paul Singer, is pushing for a Polycom integration with Mitel to do just that.

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Health Apps Show Rapid Adoption, Promoting a Healthier Lifestyle Through Usage

Healthcare Apps, Unified Communications, WebRTC, IoT, RFID, Healthcare Solutions

PREVIOUSLY PUBLISHED TO TMCNET’S REAL-TIME COMMUNICATIONS

According to PricewaterhouseCoopers, “Smartphones, connected medical accessories and apps have been underutilized by the healthcare industry.” But, not any more! Recent studies report a shift in the way consumers are caring for their health, as usage soars for health-related apps and technologies.

In 2016, it is predicted that we will see an even larger shift in consumer access to personal records, video diagnoses and even monitoring of our own health. Many of us have alarms set up on our phones already, reminding us to stay hydrated. Others are connecting smartphones to small devices that clock sleeping patterns and restlessness in the night.

This year alone, ensa introduced International audiences to a HIPAA-Compliant app that allows individuals to access healthcare records at any time of day, whenever they please. Most recently, a “Good Habit App” was released by ORCAS to curb bad habits by monitoring cause and effects on health conditions, while instituting good habits in developing healthier individuals. In late 2015, GreatCall acquired Lively, Inc. in supporting the health needs of our growing niche of tech-savvy senior citizens.

For years, consumers have been heading to the Internet to research every sneeze and every scratch that we encounter in our daily lives. Now, we have the capabilities to provide ourselves with the same “anytime, anywhere monitoring, diagnosis and treatment” that we can expect from visiting a healthcare professional in-person.

As healthcare companies are becoming hip to a consumer desire for improved lifestyle decisions, they are seemingly partnering with technology companies to delver solutions and provide a jumping board for promotion of their product and service lines. And, we are loving it!

Taking charge of our lives, a growing consumer niche is moving away from prescriptions medicines as much as possible, while working towards natural healing through diet and exercise, discipline and monitoring. Others are finding life too demanding to visit a physician during office hours and are finding it easier to consult via smartphone.

Forbes reports that one in three consumers have at least one health app on their smartphones. This number has actually doubled over the last two years with an increase of viable solutions in the app marketplace. This also has increased with growth in consumer proficiencies during that time.

The Walgreens Boots Alliance app was first released in 2009 and is now one of the most downloaded apps on the marketplace. It has led to a heightened interaction with consumers via mobile platform, as Walgreens is now showing an average of one prescription fulfillment per second – ordered by mobile app!  Now, how is that for productivity?!

You can run, but you can’t hide. If you are one in two-thirds the consumer base not already using a smart app to monitor health or encourage healthy choices, you may very soon become just that. Innovations are being seen every day, as the health industry leads new technologies in promoting healthy lifestyles to a global consumer base. Now, whether or not you become part of this culture, the question truly is – are you actually going to use it?  Let’s hope so! Here’s to a wonderful New Year full of health, happiness and innovation! 

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Hashtag MoorishLivesMatter: The social media movement towards an awakening

The Sabir Bey Show | #MoorishLivesMatter

PREVIOUSLY PUBLISHED TO EXAMINER

In an era of hashtags and memes, it is somewhat more effective to create a social campaign surrounding a hashtag in order to promote your cause to the World than it is to send out brochures and e-mails, promoting your cause. Statements made through hashtags on Social media are more personable this way.

People are able to connect to those with similar interest by simply clicking hashtag phrases for similar conversational results. Or, they may understand an unfamiliar phrase in a more in-depth matter. These statements are short and simple. They are able to speak their mind in few or minimal words.

In many instances, hashtags actually work as a silent protest and petition. They act to connect users in conversation surrounding issues in their communities or lifestyle. Some hashtags actually gain interest based on the “support” they receive by the social networks that host them.

Take Twitter, for example, they use trending topics to continue social conversation in their system platform. In representing a specific cause or movement, hashtags are simply a way to take a stand, state your opinion and gain awareness while branding a cause with more information. It is a new era. It is our era!

Today, December 23, 2014, representatives of The Sabir Bey Show on LA Talk Live spoke with Examiner about their current “#MoorishLivesMatter” campaign that has been taking over conscious communities around the World. While not as widespread overseas as it is in the United States and Canada, there is a growing interest in this movement, as seen in Europe, Africa and even Australia by many who are aware of their Moorish heritage and decent, especially in the wake of current racial tensions in the US.

Regardless of TMZs ignorance of the Divine Moorish Nation and the misrepresentation in the media and courtrooms of the community, awakened Moorish Americans thrive in numbers, continuing the traditions, practices, ideologies and sciences of their ancestry that was once hidden from them. The problem is that many Moors, today, still do not know who or what they truly are. In fact, those who call themselves “Black” or “Colored,” are doing themselves and their families injustices by not knowing who they truly are. That’s what the #MoorishLivesMatter campaign aims to rectify in educating the masses of their direct origins and rich histories that were stolen from them through unconstitutional highjacking of the law and domestic terrorism that plagues our neighborhoods today.

Many Americans today do not realize that Thomas Jefferson, Benjamin Franklin and John Adams had to sign a treaty with the Sultan of Morocco, Muhamad III, called The Treaty of Peace and Friendship, in order to establish the United States within America’s borders in 1786 and 1787 — The United States, being a trade partner with Morocco and publicly recognized first by the Sultan and then the rest of the World. They do not realize that George Washington’s “cherry tree” was a metaphor for the Moroccan flag of red and green or that The United States Constitution was actually based on Moorish Laws and Principles, as well as Islamic beliefs!

They do not realize that the Moors were the reason Europe became a civilized continent or that they created means for education, language, plumbing and just about every important part of our everyday life! Worst of all, they do not know that the Moors were here before Columbus set sail to the Americas and not all persons with melanated skin came here because of slavery! These are only basic points of interest, but they are important in realizing the dehumanization of a people and the domino effect of human rights violations on today’s communities.

Many people in society say that racism does not exist. They say that slavery has been over for 200 years, but they fail to realize that segregation, hate crimes in the forms of hanging and burning of flourishing cities and the monsterization placed by the media still exist today in some form or fashion, while formally being “ended” less than a century ago. Let’s try less than 50 years ago! They refuse to see that terrorism exists in the World by many authorities. But, what makes it worse, is that “terrorists” can legally get away with it.

#MoorishLivesMatter, as opposed to the popular hashtag #BlackLivesMatter is more meaningful and more likely to make change than the previous. The goal is awareness. Lessons of History, Civics and Law teach knowledge that has been unrealized.

By hiding true histories of bloodlines and dumbing down society, there is a lack of knowledge of the law. And while the Supreme Court has recently ruled out the need for the police to know the law when arresting you, there is no excuse for ignorance of the law. And, it is just that that has created an ongoing cycle of war crimes from physical to mental warfare. While slavery has been over by law, it is the same law that keeps the same people who claim to be descendants of slavery “chattel property.”

Laws and rights of Aboriginal and Indigenous people are very separate from those who are not of the land. It is based on Common Law. They abide by the laws of the land but are not held in the jurisdiction of the Nation who is creating those laws. Because the United States formed through the immigration of European settlers, their laws are separate from those of the people who were here before them.

Treaties in US law verify this and establish these boundaries. Some have worked hard, however, to find loopholes around them, including the creation of certificates to hold people as property, as well as laws that require these people to blindly accept alternative contracts in order to obtain rights given to them in exchange for their contract.

In the case of those who have the belief that they are crayons, based on the thirteenth amendment, they fail to realize that they are only counted as ⅗ of a person in law and are not entitled to anything unless given through process. Using the hashtag #MoorishLivesMatter, one will see the Dred Scott Case being referenced, whereas between the years of 1847 and 1858, Dred Scott fought for his freedom only to be denied by the Supreme Court that ruled out that his “blackness” meant he could never become a true citizen of the United States.

This is strengthened through knowledge of legal jargon (This can be referenced in Black’s Law Dictionary 4th edition and earlier.), whereas “Black” references “CIVILITER MORTUUS (walking dead)” in law and “White” basically means “free and legal status.” If you are dead, you have no rights.

As a matter of fact, #MoorishLivesMatter will also bring up term results for an immigration law that still holds effect today. This law is the Naturalization Act of 1790 that states that “Free White Persons” are not necessarily Caucasian and that those of Moorish descent are also “white” in law. This means that there is a nation to back them in the time of turmoil on this land, whereas there is no country called “Black” or “Africa.”

#MoorishLivesMatter often asks, “Which country in Africa are you from, if you are African American? And, which country in America are you from?” They discuss how these continents are made up of many countries. When there are two nations in dispute, the United Nations may then become a mediator. When there are not two nations, the UN cannot interfere. This is one way much injustice is done on American soil, soil previously known as North West Amexem or Al-Moroc.

#MoorishLivesMatter intends to be a trend that creates awareness and saves lives, while creating opportunities for our future generations, predicted by the Prophet Noble Drew Ali to “come in with their eyes wide open, seeing and knowing” the truths of the land. It was Noble Drew Ali who brought this information to the attention of many in the 1920s in hopes of “uplifting fallen humanity” through the five “divine” principles of Love, Truth, Peace, Freedom and Justice, which are also symbolized in the five points of the green star in the Moorish American flag.

#MoorishLivesMatter reminds us that there is a unity to uphold and that many who consider themselves of the European race are actually of Moorish Descent, including Sicilians, Spanish, Irish and French persons.

There is often a misunderstanding that Moorish people are of Muslim origin, while it is true that many were and are. Even Noble Drew Ali stressed that first man must find his religious creed to establish spirituality with his creator, but only to find “Self-Knowledge, Self-Realization and Self-Revelation” and that this is the route to creating the perfected man. This is how unity is understood through multiple bloodlines of Moorish Origin, as well as the several different religious practices of all in this community.

#MoorishLivesMatter shares the same topics and subject matter as its originator, The Sabir Bey Show, bringing “Pure Edu-tainment” to the lives of weekly viewers in over 180-countries around the Globe!

While a collaborative of participants throughout the week, #MoorishLivesMatter is a hashtag that is most active on Tuesdays from 6:00-7:30PM Est on TheSabirBeyShow.com or at various places for “LA Talk Live” listening platforms, such as Tunein Radio, Live365 and Roku Streaming Video Players. The host of the show is Sabir Bey, a title (not a name) meaning “Patient Governor” or “Patient Teacher (depending on who is translating it).” Co-hosts include, Pilar Biggers Sanders Love El-Dey, Alberto Gaytan El, Salvador Dey, Shakim Williams and Carl Gilkey. Occasionally, the team is joined by Krysten Littles, Astrologer for The Cosmo Report.

Understanding that Black History is only a portion of Moorish History will lead you to an understanding that whether you are “So-Called Black,” “Hispanic,” “Middle Eastern,” “Native American” or any other “race” of melanated people, you are all family and from the same Asiatic and African roots. This is what the #MoorishLivesMatter Movement teaches Tweeters, Facebookers and Surfers all over the World!

DISCLAIMER: Jessica N. Abraham is no longer affiliated with the show or any creative assets, thereof. Since 2016, the site and all assets have been under new ownership. All designs, edits and administration to the official websites are no longer controlled by Jessica N. Abraham or Shorty Produkshins.

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Predictions for Real Estate 2016: How Agents and Facilities Managers Will Benefit

Healthcare Apps, Unified Communications, WebRTC, IoT, RFID, Healthcare Solutions

PREVIOUSLY PUBLISHED ON TMCNET’S REAL TIME COMMUNICATIONS

Planon, a software provider in support of workplace optimization and Integrated Workplace Management Systems (IWMS), has released their predictions in Real Estate and Facility Management efficiencies for 2016.

“Many of the trends that will come into focus in 2016 already exist today, but their significance is expected to grow and become mainstream in the near future,” states David Karpook, Strategic Business Consultant at Planon. “Today’s facilities management and real estate managers face an increasing need to respond to the evolution of technology and sustainability, ensure compliance, and increase cost efficiency.” 

Planon predicts that IoT opportunities will be made more applicable to the Real Estate spectrum in 2016. Therefore, it will be increasingly adopted by agents all over the world. Bottom lines will increase with the placement of affordable sensor technologies. Analytics data will be easily collected through occupancy of the workplace or meeting room. Additional IoT implementations point to better utilization of smart screens triggered by in app functionality or by room sensors, alone.

In the case of real estate, the amount of time an onlooker spends in each room may translate to sales potential, funneling sales interest data collected during the time spent in each room, individually. This data can be used to physically enhance the features that potential buyers enjoy the most and call out the needs for improvement in areas that guests most dislikes on the property. Doing so will lead real estate companies towards increased sales and shortened periods of closing. It will also provide insight as to where, exactly, a visitor may actually lose interest.

Workspaces can be checked for availability within a facility through the scanning of QR codes or the swiping of RFID tags.  This will save time and face, while meeting with clients in a busy conference space.

Much of 2016 will see an increase in the use of mobile technologies for just about every phase in daily process. Not only are individuals now using mobile devices to make and accept payments on the go, but also team collaboration and communication can more frequently be made feasible. Integrations in communications tools are now allowing for better project management and workforce productivity through in-app tools and centralized clouds, allowing users to stay in just one application all day without the need to toggle between apps to complete a single function.

In fact, Cloud delivery models will continue to transform the workplace,” claims the Boston-based software company. They will cut costs significantly for IT departments and eliminate the need for big-bulky equipment. Although true, there are many big businesses that are still skeptical about adopting cloud-based technologies in storing proprietary information.

Through mobility, employers are seeing more stretch-room in the physical workplace and may even save on operating costs with the ability to downgrade unnecessary expenditures. With flexible schedules, the workforce is being made more available at untraditional business hours and increasingly made available through “always on” technologies.

Workers are less stressed and therefore more productive. According to Planon, “More than 90 percent of respondents in research agreed that new workplace concepts will improve employee productivity.”

Finally, Planon predicts that building information modeling, BIM, will continue to increase in adoption. Their claim is that it will hold great promise for facilities management and real estate in the very near future.

Applying BIM and its methodologies to operations will allow more efficiency in management of the building space. This includes maintenance and construction during lifecycle process in providing a platform for real-time collaboration, logistics and quality management. Agents and construction superintendents will, themselves, be able to better predict the future of their own real estate empire.

Smart businesses and smart buildings will continue to make their presence known through the adoption of IoT and cloud technologies, allowing employees to be more mobile and embracing the alternative workplace. BIM-culture will become a norm, as teams will be impacted by better communications and interactive visuals in which promote efficiency.

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Vidyo, Inc. Teams up with Genesys AppFoundry for Interactive Video Service Experience

Omni-Channel Experience | TMC Net

Previously Published to TMC Net’s Omni-Channel Experience

Vidyo recently announced that its patented video conferencing technology will become part of a new marketplace, Genesys AppFoundry, which is poised to provide brands with innovative customer experience solutions. This partnership will allow businesses to enter face-to-face conversation with Genesys contact center agents, providing live human interaction to the customer service experience.

“Today, 75 percent of customer journeys start on mobile, web or social and this trend is only accelerating,” said Merijn te Booij, Executive Vice President of Product and Solution Strategy at Genesys. “Response to this digital imperative is increasingly important for companies competing on the battleground of customer experience.”

Most businesses are starting to realize that in a mobile world, most people despise typing long, drawn out conversations on a small mobile device. They find that touch screens and autocorrect often become their worst enemy – especially with “fat thumbs.” When people are frustrated, the last thing they want to do is type out their problem, especially if they don’t know what that problem even is!

Vidyo is catering to this problem.  Through their Vidyo Adapter for Genesys, contact center agents will directly connect to customers all over the world. As they began working with healthcare and financial sectors, during preliminary testing, they found that customers actually prefer this type of interaction. Some clients even reported a 200 percent increase in their Net Promoter Score, while others found that calls are becoming shorter and satisfaction is increasing across borders.

Sometimes, its better to see someone face to face at a time when frustration ad chaos is at its highest. Sometimes, this is the calming mechanism that shows a customer that the agent is sincerely interested in finding a solution. While in videoconference with a customer, the omnichannel experience is heightened whilst Genesys operators will gain access to connected apps and help to solve the problem. The agent is able to show the customer how to do something “hands on.” Not only does this decrease call times, but it eliminates repeat calls for the same problem.

Last week, omni-channel customers reported on how video conferencing empowers millenials in the workplace. Adding direct video calling and device sharing features to contact centers may just become a standard of the future. It is quite possible that Vidyo has started a trend in mobile and that other partnerships will adopt similar technologies that skirt around Vidyo’s patent.

While Vidyo holds a patent on this technology, we are seeing integrated partnerships amongst many tech companies during the wrap up of 2015. Omnichannel integrations are already combining video conferencing with cloud platforms to enhance productivity in the workplace. Will we see more businesses providing customer support features that include video chat on mobile?  It’s possible.

Appery.io is predicting that based on the current trends of over 300,000 developers, 2016 will see many mobile technology companies merging to deliver omnichannel solutions that embrace collaboration. If they don’t, many are predicted to simply close doors and become defunct.

Appery.io also discussed how a majority of mobile users prefer using one central app in meeting all of their business needs. They hate sending apps to the background, while they attempt to execute yet another necessary task. This same would be concerning with customer service. Allowing them to see what you are having issue with is only the cherry on top!

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Bell Labs Study Delivers Connectivity and Support Intel for Service Providers

Next Generation Communications, IP Transformation, Advanced Broadband Networks, Digital Lifestyles, Eco-Sustainable Telco Solutions, Dynamic Enterprise, Service Delivery Environment, Advanced Broadband Networks, End to End Transformation, Advanced Business Models, Business Transformation, Services Transformation, Service Delivery Platform, Killer Telco Environment and Managed Telco Services

PREVIOUSLY PUBLISHED TO TMCNET’S NEXTGEN VOICE

Faced with issues in connectivity, families are competing for signal strength in powering their personal and shared devices through Wi-Fi signals. Bell Labs (NewsAlert) recently released a study, informing consumers that simplifying digital home networks will lead to easier connectivity and reduce the need for technical assistance or home service repairs. Now, all fingers are pointing to the service provider, who currently holds all the cards to innovation.

In fact, skyrocketing service costs and rising monthly service fees are directly associated with complexity on consumer gateways. Instead, Bell Labs proposes that service providers can reduce operating costs by simply creating virtual gateways within a cloud and reduce operating costs by 40 percent.

While residential gateways are critical to home networks and connecting consumers to the Internet, they are somewhat old-fashioned and can be streamlined into a simpler format. This format will alleviate network congestion and allow consumers to connect multiple devices at higher speeds than they have ever experienced in a home-based network.

According to Alcatel-Lucent (NewsAlert), “A virtualized residential gateway (vRGW) addresses this issue by moving functions like IP routing and Network Address Translation (NAT) into the cloud, along with centralized management and control.”

Through “always-on” technology, our devices are said to demand more than 100 mbps of speed in just synching our data. Meanwhile, there are many households that are lucky enough to get 1 mbps out of their Wi-Fi connection through some of the Nation’s most popular service providers. Congestion leads to failure and has increased the cost of in-home tech support, impacting the overall pricing of service.

Leveraging network function virtualization has a great adventure ahead of itself, as service providers will first need to adopt this concept and then work to quickly integrate this technology into the cloud and connect directly to individual systems. The solution is already available on the market with new capabilities due in early 2016.

“This is critical to operationalize the rapid introduction of new features and automate the delivery of new value added services for the home network, without having the necessity to upgrade the customer premises equipment,” states Enrique Hernandez-Valencia, Consulting Director at Bell Labs.

This move is said to lower costs tremendously and allow end-users to better understand the signal flow and process of their connection, as it relates to their in-home gadgets and devices. Service fulfillment, alone, will drop by anywhere between 7 and 12 percent. It is also said to speed up process for set up, activation and install.

This means no more waiting three days in a row for a technician to show up between 1 and 4 P.M.

Because over 40 percent of users are reporting connection issues related to something within the network, itself, techs will now be able to make repairs service-side, easily detecting exactly where in the system these errors are occurring.

Presently, the system is too complex to identify root cause without actually visiting the customer’s location and inspecting the connection directly. This will save the service provider upwards of 67 percent on average.

While we might not see a price drop in servicing, we most likely won’t see increases in cost any time soon. We will also see more durable connections and – actual “lightening speed” connections.

It’s funny how long it takes some technologies to catch the attention of the world it has been spawned from. In 2013, Huawei (NewsAlert) actually released to first software-defined networking (SDN) and network functions virtualization through a virtual residential gateway  (vRGW), the solution for the family, as revenues started to decline for service providers and customers were beginning to lose satisfaction with their at-home connectivity.

In fact, it was in 2013 that Christian Chua, Director of the R&D Department of Huawei’s Fixed Business Department, said, “In the coming ten years, the telecom industry will experience a new round of IT-based transformations. As this happens, ICT convergence and innovation will expand into various fields of the telecom industry.”

Almost three years later, we are finally seeing movement into this direction. Three years have passed and businesses chose to lose revenue by not keeping up with simple solutions.

Now that cloud-based technologies are everywhere, perhaps it is now we can relax to a nice movie on our smart TV without lag, glitch or loss in connectivity. Perhaps now, our last minute papers will actually be handed in on time. Here’s to the future!

Follow the link to learn how “Virtualized Residential Gateway is The Path to the Future.

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BrightPoint Security Enhances Community-Based Threat Intelligence Capabilities

Cloud Contact Center | TMC Net

PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD SECURITY

It’s no secret that criminals will always search for ways around even the most advanced security, whether with the mission to takeover, destroy or steal. Cyber attacks are imminent for all businesses that find themselves doing well – or at least appearing to be. Early warning signs aren’t always there to shield businesses from threat; but when they are, BrightPoint Security can provide solutions, intelligence and protections amongst their IT infrastructures and partner ecosystems.

 BrightPoint Security’s Threat Intelligence Platform provides “automation, curation and the sharing of threat intelligence” amongst enterprises, helping them to shield against cyber attacks based on trends and vulnerability. In the latest Sentinel release BrightPoint Security has added enhancements to give IT security professionals better insight, almost immediately, for predicting when potential threats could strike, as well as the risk level that comes with it, enabling IT to enforce security controls.

Of interest here is the use of community-based threat intelligence which allows businesses to share experiences, providing insight to one another and awareness of current and emerging threats across enterprises, their digital ecosystems and infrastructures.  In this way community member will be able to at first assessment to remediate potential risk, while calculating velocity, time and frequency of future attacks.

An evolved technology from the already widely received Security Command Platform (SCP), Sentinel adds modules and deeper insight to how to avoid these attacks through Sentinel’s Trusted Circles. As BrightPoint Security notes, the solution is unlike other threat intelligence platforms that focus only on the tracking of popular, volume-based threats.  Utilizing early prediction forecasts, Sentinel is characterized as a weather map of trending threats to the digital ecosystem.

“An industry first, this predictive insight and threat trending dashboard gives organizations the solution to determine the urgency of response needed to protect themselves,” states Rich Reybok, BrightPoint CTO. Reybok continues, “Today’s offering helps customers drive security strategy and get the most out of their security investments and resources by now having the ability to respond to the most immediate and relevant impending threats and to mitigate exposure fast.”

The latest release of Sentinel allows integration with Carbon Black, scanning the environment for any and all internal threats to provide real-time insights within set perimeters. “Working with BrightPoint’s evidence-based solution enhances our support across customers’ ecosystems and infrastructures with predictive insights into risk-prioritized actions for remediation,” said Brian Hazzard, Bit9 (News – Alert) + Carbon Black VP of Technical Alliances. “Adding the endpoint into the mix of threat vectors deepens organizations’ overall view of the threat landscape of their organization and those with whom they share information in their ecosystems.” 

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Burnt-out Teams Lead to Turnover without a KISS Strategy

Cloud Contact Center | TMC Net

Previously Published to TMC Net’s World News

Capella University (NewsAlert) has released a 2015 State of the Industry report that breaks down how businesses are spending over $1200 a year on employee training and development. Employees are spending 32 hours per year in training associated with managerial and supervisory positions, mandatory training and compliances. While it is never a bad idea to provide development opportunities to your internal teams, what are you doing to keep them?

According to TechTarget, “Employee engagement strategy improves the customer experience.” In fact, more businesses have placed employee engagement strategy on their “to do” lists than ever before. They have realized that the most important element in truly optimized customer experience starts with the employees, who are now being considered customers themselves.

With continuous turnover, many companies train employees that don’t stick around long enough to provide a great return on investment. With a revolving door, companies lose resources to time, training dollars and customer loyalties. Without a justifiable ROI, providing employee perks is simply a waste of funds. Training, which is required to keep employees at their highest potential, is limited. And companies are less willing to hire entry-level professionals.

The problem is, these businesses are realizing that the entry-level professional is the new millennial generation, which is shaping the world with globalization and technology innovations. So, they are returning to the drawing board to figure out how they may better serve the servers.  The underlying answer to many issues in the workforce just so happens to be employee tenure.

With contact centers blossoming for enterprise businesses, they are learning that many contact center representatives are feeling that their jobs are too redundant, taking up too much time, are too complex for basic tasks or simply aren’t satisfying their need for immediacy. Because many of these employees grew up with technology, completing a task in more than one click is just doing too much. The employee experience is everything. In fact, understanding your employee base will allow you to minimize turnover and increase engagement.

By understanding the average consumer, we notice a trend in abandonment when consumers lose patience, focus and care for a system that is too complex or just doesn’t perform well. Lags make them switch channels, and pauses lead them to refresh. Entering the same data into multiple systems has led to this issue. 

Without the adoption of centralized systems and single user interfaces, the employee is faced with repetitive action across platforms until they finally reach their destination. If it’s not immediate, they don’t want it. If a job isn’t satisfying, they are quick to leave. And, what does that do for the employer? …Nothing but waste time! K.I.S.S. Keep It Simple Stupid!

In fact, how can a contact center evolve if the representatives leave at the first hiccup? How can contact centers better serve the customer experience if the employees can’t focus? How will the customers be satisfied if the employees don’t care? How is this affecting our pockets as employers? How is this affecting the evolution of our contact centers? There are so many questions and only a few answers.

Toggling between systems is not the answer. Streamlining processes and adopting more efficient technologies, however, might be the answer. But, equipping our teams with tools that make sense to them is definitely the answer.

With the integration of many third-party vendors, many of our omnichannel systems are seeing an increase in productivity, communication and collaboration… even on the go! Team members are enjoying the ability to work together, and they are providing effective even while outside the office. Developing an employee to become even better makes sense. A happy employee is a productive employee.

Productive team members teach each other. The need for basic training becomes less of an issue. The finance, instead, is there to provide training that will allow employees to become power teams, working together on behalf of a common goal.

Allowing representatives to focus on the customer, as opposed to complex systems, makes all the difference in the world. It allows them to quickly diffuse escalating situations and solve problems. It cuts call times down, and it increases the number of customers serviced in particular amount of time – without burning out our workforce. In 2016, we will most definitely see an increase in customer satisfaction. We will see happier employees, as well.

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