Of the CEO’s, he believes that his company will be significantly transformed in the next three years.
Of the consumers they spend money in companies that make it easy to buy and offer them different channels for their needs.
ZERO MOMENT OF TRUTH
Consumers are NOT getting what they want on their first attempt to contact the service center.
Consumers say they choose brands based on total experience; 6 of 10 say they will pay more for one that offers a unique experience.
Of the relationships that customers make in 2020 with companies, it will be without interacting with a human being.
The essential element of a CUSTOMER EXPERIENCE is to know, design and build a seamless CUSTOMER JOURNEY.
For this we INTEGRATE different TECHNOLOGIES that enables the customer journey of your clients, helping to improve processes such as: promotion, research, analysis, purchase, service / support, loyalty and knowledge.
Today’s companies are facing changes in the way they serve their CLIENTS and how they acquire or buy their services. These people, right now, are increasingly dependent on digital channels, as well as voice, and for this, organizations must implement OMNICHANNEL PLATFORMS that helps to differentiate the MULTI-EXPERIENCE of their service. These companies must know the traceability or contact history, regardless of which channel their client uses, since for them they only have to live as if it were one and that this INTEGRATION of technology makes their CUSTOMER JOURNEY SEAMLESS.
From the inside side to the external contact with the client, employees demand COLLABORATION platforms that simplify meetings between colleagues and clients, whether face-to-face or virtual, as well as tools such as interactive whiteboards, digital screens, wireless projection, phones and headsets. The creation of this internal collaborative environment is very important for the development of the CUSTOMER EXPERIENCE since, if the employees have a good INTERNAL EXPERIENCE, they will reflect it towards the client, achieving a MULTIEXPERIENCE symbiosis.
VIDEO solutions are very helpful from the point of view of facilitating the PURCHASE or COLLABORATION process with the customer, through advertising with DIGITAL SIGNAGE or interactive point such as self-service KIOSKS or electronic labels to make available offers or information relevant to the purchase. Another point is to provide DATA DRIVEN that companies needs, knowing who is in the stores by VIDEO ANALYTICS, as well as VIDEO SURVEILLANCE. Once these layers are integrated, they enhance the generation of improving the CUSTOMER EXPERIENCE or PERSONALIZATION of the service.
Companies right now have a strong demand in their data networks, seeking continuity, better performance, high availability and security. These are not only DATA packages, they have others such as VOIP for your call centers or PBX’s. VIDEO for collaboration, cameras, self-service kiosks, video analytics and IPTV. AUDIO for communications and intelligent analytics. In addition to all this, they must provide these in complex environments, such as hybrid, cloud or private networks, which demand more intelligent and analytical management, trying to have the information in the moment, generating better decisions and QUALITY of the SERVICE that impacts on the CUSTOMER and EMPLOYEE EXPERIENCE.
In order to achieve this EXPERIENCE, we enable interactive devices, such us indoor/outdoor or self-service Kiosks and Emergency or assistance towers , by the INTEGRATION of different TECHNOLOGIES that brings digital and voice channels that gives a SEAMLESS and MULTICHANNEL EXPERIENCE.