Capgemini recently launched its new Integrated Procurement and All-Channel Experience solution, inPACE for NetSuite.
Archive for month: July, 2014
3C Contact Services, North America’s provider of contact center solutions for small- and medium-sized businesses, recently announced that its solutions have greatly benefitted an existing client in the publishing industry. The officials from 3C Contact Services said the client has improved its customer retention rate by 33 percent as well as customer save rate by 43 percent.
“For competitive reasons, our client has asked to remain confidential,” says Rick Johnson, president of 3C Contact Services. “That said, this leading American publisher is proud of what 3C Contact Services has been able to accomplish since first being tasked with providing first in-class contact center solutions to its growing customer base over the course of the last year.”
3C Contact Services’ customizable solutions allow companies to increase profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently in a timely and cost-effective manner.
“One miscalculation can mean losing a once loyal customer, and it’s six to seven times more costly to acquire a new customer than retain an existing one,” Johnson adds. “Left ignored for a five-year period, customer attrition rates could hit 50%.”
In related news, 3C Contact Services announced a new business relationship with Empower Network. 3C Contact Services will be providing Empower Network with a full suite of contact center solutions, including member services, sales support, and customer retention, just to name a few.
Empower Network is an Internet marketing training company that hosts one of the largest online blogging communities and publishing platforms. The company also provides educational training products and services, including video hosting and training and several coaching packages to online marketers and start-up, home-based, and small businesses.
It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence’s recently concluded INTERACTIONS 2014.
Velocify, a company in cloud-based intelligent sales automation software, has presented the results of a new sales optimization study titled “The Power of Prioritization – How Automating Relative Importance of Sales Activities Can Impact Sales Success”.
With each passing year, the world is becoming a bit more digitized. In this digital age, fast communication and easy sharing have revolutionized the way businesses are done, the way modern nomads juggle between home and work and the way students are taught in the classrooms.
Companies like Siemens Convergence Creators (Siemens CVC) are making this happen all over the world with their innovative, intelligent communication solutions. Siemens CVC’s turn key communication solutions are used in diverse sectors, including communication networks, service and customer management, public safety and security, multimedia infotainment, as well as space technology.
Wakefield, MA-based content management company SDL has released the final report of the “Five Truths for Future Marketers” series titled “Channels are Irrelevant” that features results from SDL’s global survey of more than 1,800 millennials (ages 18-36). To say the least it contains a lot of food for thought, not just for retailers, but for those throughout the entire customer experience value chain.
eLoyalty, a part of TeleTech’s Customer Technology Services division, has recently has achieved Payment Card Industry (PCI), and Health Insurance Portability and Accountability Act (HIPAA) compliance for its cloud platform.
eLoyalty holds expertise in managed, on-premise, and cloud multichannel contact center solutions, as well as virtual store and branch integration. Enterprises that require advanced voice and data technologies integrated with customer-focused business design turn to eLoyalty for consulting services, systems integration, application development, monitoring, and managed services.
The company won the PCI and HIPAA compliance after a detailed third party auditing of its cloud platform to ensure that there were no areas of risk. The assessments were directed specifically for Denver and Phoenix data centers, which forms 90% of eLoyalty’s cloud platform computing. Also, eLoyalty’s brand new data center in Austin, Texas, is currently undergoing the PCI and HIPAA assessment in order to show compliance.
“Cloud computing is an increasingly attractive option for powering a seamless customer experience, yet we recognize the concerns it generates for security-conscious businesses, in particular for those working with sensitive healthcare information,” said Eric Quitugua, information security officer, eLoyalty.
Quitugua said that the PCI and HIPAA compliance enables businesses to leverage the robust capabilities of theircloud platform, while trusting that customer data is protected with state of the art security.
eLoyalty blends its services with industry-leading hardware and software applications to deliver solutions. The company has been intensifying its services within the healthcare vertical, and this new compliance will allow the company to offer multi-channel customer experience solution to its customers that matches with the security standards.
Steve Pollema, eLoyalty president and senior vice president, customer technology, TeleTech, said, “Ensuring the security of our client’s data, as well as their customer’s data, is of utmost importance to us, as evident by our pursuit of these two security standards.”
The customer service market is steadily expanding, especially as companies such as NewVoiceMedia shift into the newest trend in the industry: cloud-based call centers.
As more and more startup companies spring up in the tech industry there is a need for customer service centers to serve them, but many are too small and lack the necessary funds for a permanent location dedicated to this purpose. In addition, there has traditionally been high startup costs for hardware and software. By moving operations into the cloud costs can be cut significantly, the hiring process is much more flexible and employees are able to work from any location with an Internet connection.
A major supplier of this service, NewVoiceMedia has enjoyed considerable growth stemming from the increased demand brought on by these startups. The latest round in their fundraising efforts attracted a reputable array of investors, adding $50 million for a running total of $105 million. Led by Technology Crossover Ventures (TCV), additional financial support was provided by Bessemer Venture Partners (BVP), Highland Capital Partners Europe, Eden Ventures, Notion Capital and salesforce.com, all of whom are existing shareholders.
NewVoiceMedia stated they will be directing the funds toward expanding operations in the American and Asian markets, two areas which are experiencing an especially strong boom in the customer service industry. Additionally, there are many companies closing down their in-house call centers and instead opting for cloud-based solutions. NewVoiceMedia must be doing something right, because the company is enjoying expansion well above the rest of the market with licensing revenue growing at a rate of five times more than the average of its competitors.
Alongside the announcement of this substantial growth came the news that John Rosenberg, a former general partner at TCV, will be joining the board of directors at the company. It is an exciting time for NewVoiceMedia indeed.