New World of Customer Expectations

Jerry Gregoire, the CIO of Dell Computers, said it best “Customer Service is the next competitive battleground.” We have entered the era of the customer. Today, providing customers with outstanding customer service is essential to building loyal customers and a long lasting brand. Social media, and other cutting edge communications, have a place in any company’s customer strategy, but the front-line of every company’s service organization remains the telephone, and the customer service agent. It also remains one of the largest operational cost areas.

In this new battleground, companies need to provide customer service that surpasses the competition. They need to realign their culture and technology in order to drive the maximum value out of their investments (making employees more productive, and extending current capital expenditures to capture the highest value).

In this paper we discuss:

  • The business benefits of migrating and integrating your telephony and CRM solutions in the cloud
  • How cloud technologies have enabled the seamless integration between telephony and CRM
  • Highlight key considerations when moving your service operations to the cloud
  • Provide real-world examples of customers achieving results