Monthly Archives: September 2013

News: Banking Up / Plastyc Chooses Enacomm as IVR Hosting Partner

Plastyc, Inc. – leading online and mobile financial services company now doing business as Banking Up – has selected Enacomm to deploy a hosted, customer self-service IVR solution.  Enacomm’s CRM and analytics software will allow the financial services company to utilize its internal database to create intelligent interactions, optimizing the call experience for Banking Up customers.

Across industries, combining real-time data analytics with a flexible dynamic CRM decisioning engine can help organizations increase revenues, reduce costs and improve customer loyalty and retention.  Enacomm will be exhibiting at the upcoming Las Vegas Money2020 conference to be held October 6-10, 2013 – less than two weeks away!  If you are attending Money2020, be sure to stop by Booth 104 to find out how Enacomm can help your organization improve its bottom line while you better serve your customers.

To learn more about how Enacomm is enabling Banking Up to deliver personalized content in the IVR, thus eliminating the need to connect with an agent, head on over to Speech Technology Magazine or read the press release here.

We hope to see you at Money2020!

Reducing costs by increasing use of self-service is top priority, according to new research

More than 90 percent of customer interactions still are conducted on the telephone, according to Ventana Research. The business technology research and advisory services firm released its latest Benchmark Research on Next Generation Workforce Optimization today. The study examined the current methods companies use to manage the employees handling customer interactions, how applications and technology are used to support this team and best practices for improvements in customer experience.

Ventana explains how the call center space has evolved:

In the last two decades, contact centers have evolved into the hub for customer interactions and relationships. They now support multi-channel, multi-interaction, multi-stage customer communications. To be able to handle the volume and complexity of these new models, next generation technologies need to be implemented to support efficient and consistent handling of interactions.

The research found nearly 80 percent of participants use call recording and quality monitoring tools. But perhaps of greatest interest is that reducing the cost of handling interactions by increasing the use of self-service (27%) ranks first in importance. This makes sense, because contacts handled with automation are as little as a tenth of the cost of agent-handled calls!

According to Ventana, nearly half of respondents use touch-tone interactive voice response (IVR). The results also show that larger companies more often handle calls by self-service.

Enacomm would welcome the opportunity to work with your organization to implement a cost-saving, customer-satisfaction-increasing self-service solution. Give us a call at 877-860-0025.

Call Centre Helper Gives Nod to Enacomm VP Mike Kirk

Call Centre Helper logo

In today’s Call Centre Helper Newsletter, the appointment of Mike Kirk as Enacomm’s Vice President of Business Development, Channels and Alliances is highlighted. From the publication’s September 2013 Movers and Shakers feature:

Enacomm appoints new Vice President

MikeKirk

Michael Kirk

The outsourcer Enacomm has appointed Michael Kirk as Vice President of Business Development, Channels and Alliances.

“Michael Kirk is a Renaissance Man of telecommunications technology,” said Michael Boukadakis, founder and chief executive officer of Enacomm. “His track record dovetails perfectly with Enacomm’s commitment to excellence in customer self-service and assisted-service solutions.”

To learn more about Mike, check out our recent press release, “Enacomm Strengthens Team with Hire of Michael Kirk as Vice President of Business Development, Channels and Alliances.” And you can connect with Mike on LinkedIn here.

HR / Prepaid On-Boarding Headaches? Call Enacomm

What challenges do you face in the new customer on-boarding process for document verification?

If you are involved with payroll and care about I-9 validation or if you are operating in the prepaid stored value space and deal with document verification and validation, Enacomm can help.

Enacomm will be exhibiting at the upcoming Money2020 conference to be held October 6-10 — less than a month away! If you are attending Money2020, be sure to stop by Booth 104 to see us demonstrate efficiency-optimizing solutions that will save your organization time and money.

An example of one way Enacomm can help take your company to the next level, this recent guest article on dynamic decisioning from Enacomm Founder and CEO Michael Boukadakis may be of key interest: http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/The-Power-of-Dynamic-Decisioning-91703.aspx

Enacomm CEO Shares Insight on Customer Retention with Paybefore

Enacomm Founder and CEO Mike Boukadakis recently spoke with Loraine DeBonis, editor-in-chief of Paybefore, about customer relationship management (CRM) tools, specifically Enacomm’s 4Cast. The CRM app analyzes past and current user data to predict a customer’s future behavior and can help companies provide more personalized customer service.

Captured in the article, Boukadakis points out that companies (especially in the prepaid space) should focus on tools that can help them personalize a cardholder’s customer service experience. This can have a dramatic effect on retention, which is just as important as acquisition. From Boukadakis:

“The analogy I like to use for the prepaid market is an Easter egg hunt. The card managers see all these eggs and are running across the field filling their basket with eggs [customers]. The problem is there’s a hole in the basket and a lot of companies are struggling to retain their customers.”

As explained by Enacomm, 4Cast helps businesses understand who their customers are, what they want and what they’re going to do. This paves the way for greater customer satisfaction and loyalty. According to Boukadakis:

“When you’re in a growth industry, any deflection of calls or small retention translates to massive saving and massive revenue gains. It should be a No. 1 priority,” he says.

To read the full article from Pay News, head on over to Paybefore if you have a subscription. Be sure to also check out the publication’s fall issue, which includes an article citing insight from Boukadakis and exploring whether prepaid providers should be changing their perspectives on the role of customer service in light of an increasing focus on retention.

DestinationCRM Publishes Article by Enacomm CEO Mike Boukadakis

DestinationCRM

DestinationCRM, which focuses on providing Customer Relationship Management product and service information to leaders engaged in the development of customer-centric business initiatives and ventures, today published a guest article by Enacomm CEO Mike Boukadakis. In the 900-word piece, titled “The Power of Dynamic Decisioning,” Boukadakis shares his expert guidance on how dynamic decisioning solutions can help reduce costs, increase revenue and improve customer loyalty and retention.

From the op-ed:

All consumers want to feel that they are special. Thanks to advanced interactive technologies, organizations across all industries can capitalize on dynamic decisioning solutions to give their customers that feeling with every interaction and build brand loyalty in the process. What makes this possible? Providing contact center agents and store employees with real-time access to personalized customer information and other intelligent data.

In addition to improving customer loyalty and retention, dynamic decisioning can help organizations increase revenue through more effective targeting of upsell and cross-sell offers and more consistent purchases of value-added services. Costs can be reduced by limiting offers made to “lower value” customers, identifying customer issues during agent and retail interactions to improve efficiency, and sending outbound notifications proactively to curtail inbound calls.

Later in the piece Boukadakis provides an example of dynamic decisioning in action:

A health insurance subscriber who has recently submitted a large claim for reimbursement receives an automated outbound email notifying him the claim has been received and that he will receive a second email when it has been processed—preventing a call to the contact center.

To support his assertions, Boukadakis closes out the piece pointing to studies by customer management company Convergys that have demonstrated loyal customers consume more products and services and contribute more revenue to enterprises they hold in high regard.

To read the whole thing, go to http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/The-Power-of-Dynamic-Decisioning-91703.aspx.

Enacomm would be happy to discuss how dynamic decisioning and intelligent interactions can streamline customer service for your organization. Give us a call at 877-860-0025.

Enacomm to Sponsor Money2020 Conference, Exhibit at Booth 104

We’re excited to announce our Star Sponsorship of the 2013 Money 2020 Conference! Dubbed the “world’s premier destination for emerging payments and financial services organizations,” Money2020 “explores the macro trends in payments and financial services innovation” and brings together the “broad, worldwide community of innovators that is profoundly changing how consumers and businesses manage, spend and borrow money.”

We will be exhibiting at Booth 104 for the 4,000 expected attendees and will share details on Enacomm’s solutions for GPR programs, loyalty, personalized interactions, automated ID verification, and enterprise content management.

The tradeshow will take place at the Aria Resort & Casino in Las Vegas, October 6-10. Contact Enacomm at sales@enacomm.net to receive a 20 percent discount code.

And to stay in the loop as the event unfolds, follow Enacomm on Twitter via the handle @Enacomm.

Just over a month away!