Perspective Archives - Theblackchair.com

Gartner Peer Insights – Voice of the Customer Platforms Review 2024

RichardR — Thu, 05 Sep 2024 03:55:17 +0000

Gartner Peer Insights – Voice of the Customer Platforms Review 2024

Gartner Peer Insights are a free peer review and ratings platform designed for enterprise software and services decision makers. Reviews are organized by products in markets that are defined by Gartner Research in Magic Quadrant and Market Guide documents.

What are Voice of the Customer Platforms?

Gartner defines a voice of the customer (VoC) platform as one that integrate feedback collection, analysis and action into a single unified solution that helps organizations to understand and improve the customer experience. Feedback inputs extend beyond direct surveying to include other direct, and indirect and inferred sources.

Voice of customer (VoC) platforms enable revenue and retention leaders to better manage the customer experience (CX) through a deep understanding of customer needs and perceptions. The resulting insights trigger recommendations and actions across the enterprise.

To access the 2024 ‘Voice of the Customer Platform Review’ click here

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Symphony – Functionality brief for Genesys Cloud

admin — Thu, 04 Jul 2024 08:15:53 +0000

Symphony – Functionality brief for Genesys Cloud

Symphony brings a powerful range of additional configuration management and automation features to your Genesys Cloud administrators, business users and managers. By gathering real time configuration change activity and providing robust automation features and business tools, Symphony can reduce your risk of operational costs, avoid costly mistakes of design, accelerate your development, and ultimately allow you to conduct business with fewer resources.

For Line of Business Managers – manage and coordinate complex skilling, call management and bulk agent management faster without the need for GCloud or Engage Administration access

For DevOps and Project Management – innovate faster with fewer defects; recover from mistakes instantly and shorten time to value

For Administrators – Automate repetitive tasks; remove laborious MADC jobs and reduce the manual activities which can lead to mistakes

The suite provides three core sets of features:

Configuration Auditing &Reporting
Configuration Automation and Self Service
Business User Portal

Click here to read more and to download the data sheet.

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Presentation: An introduction to Symphony

RichardR — Sun, 09 Jun 2024 07:49:00 +0000

Presentation: An introduction to Symphony

A quick look into the configuration, auditing & automation capability that’s delivers a more productive, efficient and transparent CCaaS operating environment.

A summary of the Four levers of agile change | Case Study | Insights

Click here to read more and download

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Presentation: Accelerating CCaaS Migration with Clarity

RichardR — Thu, 09 May 2024 05:50:00 +0000

Perspective

A quick look into how to leverage real decision-grade data to drive design planning optimisation – removing both assumptions and best-guessing.

A summary of the Migration audit | Migration assurance | Service engagement | Deliverables

Click here to download

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NTT: 2023 Global Customer Experience Report

admin — Wed, 26 Jul 2023 04:26:37 +0000

NTT: 2023 Global Customer Experience Report

AI is surging and automation is set to revolutionize the entire spectrum of CX.

Organizations continue to invest in building AI-led capabilities to enhance their CX and differentiate themselves in the market.

And, as automation accelerates, they’re prioritizing and redefining EX as they look to differentiate and grow.

To keep pace with changing technology demands, organizations are prioritizing cloud and enhancing security to achieve their business goals.

NTT has tracked developments in the CX arena for more than 25 years in their Global Customer Experience Benchmarking Report series. The previous edition, published late in 2021 (some 18 months after the start of the COVID-19 pandemic), highlighted a significant transformation in CX operating models, with dedicated C-level responsibility for CX doubling in just one year. The report also documented transformational changes in organizational behavior and customer engagements, along with notable advancements in automation, collectively signifying a revolutionary shift in CX.

Yet, despite having made significant improvements in CX, organizations have acknowledged in the 2023 edition of thier report, that there are areas where enhancements can still be made: 83% of organizations agree that CX is a weak link in their product or service portfolio and that this has a negative impact on their business.

To download a copy of the report and to discover more about NTT’s CX Managed Services click here

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