Monthly Archives: December 2013

Happy Holidays from Enacomm

At the close of another exciting year, we gratefully pause to wish you a warm and happy holiday season. We would like to take this opportunity to thank our customers, partners and friends for putting your trust in Enacomm. Every day we appreciate the chance to continue building our relationships with you as we join together to conquer challenges, perfect processes and pave the way for greater levels of success.

We know you value your customers as much as we value you – that’s why we are so passionate about helping you optimize customer interactions through intelligent voice processing infrastructure (IVR), applications and services. As you set goals for 2014, we encourage you to consider how to evolve your organization’s customer care along with ever-evolving cross-platform consumer behavior. Food for thought, here are a few recent expert articles to give you ideas on how to increase customer loyalty and retention, cut costs and increase revenue:

Whether it’s adding elements to the customer experience or improving operations, the Enacomm team can design a solution that unlocks new opportunities and achieves your vision.

We look forward to working with you in the New Year. May it bring you happiness, health and prosperity.

Holiday Express - The Season Is Almost Near

Enacomm CEO Guest Article: How Customer Service Can Match Cross-Platform Consumer Behavior

Sand Hill logoWriting for Sand Hill, Enacomm Founder and CEO Mike Boukadakis discusses how brands can offer customer service that matches cross-platform consumer behavior – or in other words create intelligent interactions with predictive analytics in omnichannel. What is an intelligent interaction? It’s an “exchange that’s tailored to a customer’s unique profile and needs. It makes consumers feel valued and special, rather than like one of many.”

Boukadakis’ piece, “The New Way to (Easily) Bend over Backwards for Customers,” unlocks the mystery behind winning and keeping customers. From the piece:

Data analytics for predicting patron needs and an enterprise-wide policy management solution that unites interaction channels is the no-longer-secret recipe for happy, loyal customers.

Utilizing advanced technology to optimize customer care is no longer just for getting a leg up; it’s necessary to keep up. As pointed out by Boukadakis:

With Americans’ pervasive “on to the next one” mentality, organizations can’t afford to have unnecessary hiccups in the customer care experience, particularly when competitors are investing in technology that helps deliver seamless service and intelligent interactions.

As explained by Boukadakis, “Brands have to advance beyond traditional methods and offer customer service in a way that matches cross-platform consumer behavior.” What’s the answer? Predictive analytics and dynamic decisioning — a company-wide system that recognizes customer interactions across all channels. By utilizing telling data, organizations can “anticipate what customers want and make the context of interactions available no matter what device the customer chooses to use.” Of importance, treating the many interaction channels as separate silos creates a fractured customer care experience. Having a comprehensive picture of customer touchpoints, however, helps ensure that the experience is seamless.

For more, read Boukadakis’ whole op-ed here. And to find out how Enacomm can improve your customers’ experience with a solution unique to your organization’s needs, reach out to our team at 877-860-0025. Answers are just a phone call away.

Speech Tech Mag Cites Enacomm-Banking Up Partnership to Show How Financial Institutions Are Advancing Customer Care

speech tech mag

An article recently published by Speech Technology Magazine explores how financial institutions have used speech technology for the past two decades, as well as what’s on the horizon. From the piece:

Many other industries have looked to financial firms as leaders in customer care and service, and with good reason: Retail banks, investment firms, and credit card providers have consistently been at the forefront of technology-driven innovations that have centered around telephone, mobile, and online interactions.

The story, “Banks Can Use Speech to Personalize Interactions,” points out that banks were at the forefront of interactive voice response (IVR) system adoption. Card activation, balance inquiry, PIN and password changes, account enrollment, address changes, branch and ATM locations, funds transfers, and reporting lost or stolen cards are all named as uses for the technology across the customer life cycle. To be proactive and help foster customer loyalty, banks use IVR technology to reach out to customers with card activation reminders, low balance alerts and fraud alerts, as well.

The article goes on to shed light on how financial institutions are advancing beyond basic IVR menus. Used as an example of a cutting-edge point solution, Banking Up teaming up with Enacomm (see our press release on the partnership here) is highlighted to show how financial institutions are using speech technology to increase personalization while maintaining a sense of security and controlling costs. From the story:

Banking Up, a personal finance platform that enables banks and businesses to provide customers with a mobile alternative to traditional checking accounts, has enlisted Enacomm, a provider of voice processing infrastructure, applications, and services, to deploy a hosted, self-service IVR. The platform is further supported by Enacomm’s analytics software, allowing Banking Up’s internal database to be used to create intelligent interactions. An adaptive decisioning engine driven by real-time access to customer data engages patrons with unique, personalized exchanges.

Find the whole Speech Technology Magazine article here. And give us a call at 877-860-0025 to learn how Enacomm can help your organization – financial institution or otherwise – evolve  its customer care with technology that harnesses dynamic decisioning to create intelligent interactions.

TMCnet Publishes Guest Article from Enacomm Chief Operating Officer

techzone360In a new guest article for TechZone360, part of the TMCnet family of publications, Enacomm’s Chief Operating Officer David Jackson looks into his crystal ball to shed light on the future of customer interaction channels. In his piece, “Nailing Down a Competitive Advantage in a Mobile World,” Jackson draws from decades of experience to share how brands can best evolve to meet changing consumer behaviors.

Jackson points out that different gadgets and gizmos are coming onto the market every day, but most have one thing in common: mobility. And along with plain old telephone service (POTS), traditional customer service is quickly becoming a thing of the past. According to Jackson, the rise of smartphones is spurring the need for the voice channel to merge with the mobile channel to create one dominant interaction channel.

How can organizations best serve consumers in an increasingly on-the-go society? From the article:

Customer care must focus on mobile – consumers’ go-to tool – because companies need a customer-centric approach to win and keep customers. Customer loyalty is earned by meeting patrons’ needs in a way that fits their lifestyles. Voice and mobile customer service interactions should be “intelligently integrated”, because these exchanges weigh heavily on whether a consumer continues his or her relationship with a brand.

Jackson goes on to make an analogy to a customer interaction at a fast food restaurant:

The menu is presented visually – the counter help could certainly recite the menu to the customer, but this would be inefficient and a waste of time for everyone. But if a customer has a question about an item, the quickest and easiest way to get an answer is to ask the counter help. Looking through a long list of FAQs or typing in your question on a keyboard and waiting for a response is likewise inefficient and time-wasting. The self-service channel will merge to be more like the fast food example, with the customer using the best channel on a moment-by-moment basis.

What does the mobile and voice interaction channels converging look like? Jackson paints a picture:

Company mobile apps could have a “Call Us” button to speak with a live representative or utilize a visual interactive voice response (IVR). A consumer would call and be given multiple options – after being asked to confirm that she is calling about the account associated with her mobile app, she might hear: “Press two if you would like to hear your recent transactions. Press three if you would like your recent transactions to be sent to your mobile phone. Press four to speak with a live representative.” And while having a conversation with a customer service representative, the agent could push out a screen to the customer’s mobile app.

Closing out the piece, Jackson urges that companies usher in the future, with IVR intelligently morphing to support converged text, mobile and voice, in order to deliver superior customer service. To read the op-ed in its entirety, head on over to TechZone360.

David Jackson headshot

David Jackson