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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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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Security Concerns Limit Cloud Technologies

Cloud Contact Center | TMC Net

Previously Published to TMC Net’s Cloud Security News

Netwrix Corporation conducted a survey on cloud security, interviewing more than 600 IT professionals around the world. These professionals cater to various tech, healthcare, finance and government sectors of industry. IT professionals amongst other sectors were also surveyed, answering questions on cloud security as a whole, in addition to the “expectation from cloud providers and the measures being taken to ensure data security.”

As convenient, efficient and cost-effective as cloud technology is, 13 percent of overall organizations reject the adoption of cloud technology in the future. Of those 30 percent , there are many professionals moved to reconsider this decision pending improvements in cloud security mechanisms. On the other end of the spectrum, 71 percent of all enterprises perceive continuous auditing of cloud infrastructure “very important” in guaranteeing the security of data and ensuring data integrity “in the cloud.” These professionals have adopted this technology and understand the necessary monitoring of cloud security in protecting valuable and proprietary information, on behalf of their employer.

Image via Pixabay

“We wanted to find out the exact reasons that prevent companies from cloud adoption and taking advantage of all the benefits it offers,” states Alex Vovk, CEO and Co-Founder of Netwrix. “The survey revealed the interesting fact that even though the cloud is not a new technology, the cloud market has a good potential to grow further. Advanced security solutions and true visibility into what is going on across the cloud infrastructure will help companies minimize security risks, take back control over business-critical assets and accelerate cloud adoption.”

Further insight reveals that while 6 percent of the surveyed professionals are most concerned with the security when “migrating to the cloud,” as much as 40 percent are actually concerned with the loss of physical control over the data.  They prefer storing sensitive data in-house. Therefore, total adoption of cloud-technologies is limited, as many are merely integrating them into their current infrastructure for remote accessibility, communications and collaboration. Only 37 percent of businesses are prepared to invest in additional security. Thus, a hybrid cloud model is preferred; 44 percent of respondents admit to this and only half of the respondents are even planning on improving their own security for identity and authentic management, utilizing encryption or establishing auditing changes and user activity.

Providing these statistics to the IT world will allow Netwrix to better serve the 150,000 IT departments relying on Netwrix for increased efficiency of IT operations and through infrastructure audits of changes and data access. These companies also rely on Netwrix’s ability to prepare compliance reports on their behalf. Award-winning and highly-favored amongst some of the world’s top corporations, Netwrix continues to provide accurate data to the businesses associated with the company’s long list of clientele.

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