Monthly Archives: May 2014

Get a Unified View of Customer Data and Deliver Intelligent Interactions with Enacomm

The number of digital and physical channels utilized by consumers has multiplied along with technological advances. That’s why it’s never been more important for organizations to incorporate their contact centers into a multi-modal strategy that interconnects the array of customer touch-points. Adopting this approach is key to delivering a seamless experience, regardless of the customer’s channel of choice.

Aberdeen Group, a research firm focused on helping business leaders across different industries improve their performance, has long been exploring the importance of eliminating customer contact silos with an integrated system. Last year, Aberdeen found that the top omni-channel pressure is to meet customer expectations for a similar experience regardless of the contact channel—people want to be able to count on a positive experience, whether they use their smartphone or reach out via the web. To meet this expectation, 46% of all survey respondents in Aberdeen’s May 2013 Omni-Channel data set indicated that their top strategic action would be to improve the omni-channel customer experience by creating a centralized view of customer data.

Sharing information across interaction channels and offering consumers multiple ways to find solutions helps prevent frustrating road-blocks. From the web to social media to the IVR, consumers are no longer limited to one channel or gadget for engaging with organizations. Because people expect easy and immediate answers, the same way they expect on-demand access to information—anytime, anywhere, on any digital device—customer self-service is now the cool kid on the block. Although it’s a key piece of the multi-modal pie, only half of organizations currently have a self-service program in place, according to Aberdeen Group. The Enacomm team specializes in customer self-service applications and services that enable multimodal, intelligent customer interactions. We can help you implement a self-service strategy to improve retention and reduce service delivery costs.

How? Enacomm’s 4Cast™ is a hosted CRM product that automates intelligent customer interactions, predicts future behavior, and conducts targeted messaging campaigns. It joins together information across channels allowing organizations to offer a personalized experience. 4Cast tracks customers’ activities and anticipates their needs in real-time. Using an advanced decisioning engine, it researches hundreds of data points and accesses dozens of business policies to provide an exceptional customer self-service experience—all while aggressively conducting ongoing marketing and retention campaigns that are unique for each customer. 4Cast is that special X factor for winning in the customer service race.

“Omni-channel Customer Care: Empowered Customers Demand a Seamless Experience,” a fall 2013 report from Aberdeen Group, revealed organizations that put an omni-channel strategy in place report 91 percent greater year-over-year customer retention rates compared to those that don’t. Integrated and aligned technology, processes and systems are the foundation for consistency across all contact channels. Enacomm can help you make this a reality with an enterprise-wide policy management solution that unites interaction channels and adapts to changing customer dynamics in real-time. Give us a call at 877-860-0025 and ask for Sales to learn more.

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Let Enacomm Help Your Organization Protect against a Data Security Downfall

Just announced, Target CEO Gregg Steinhafel is resigning mere months after card numbers and personal information were stolen from as many as 110 million shoppers in one of the biggest data breaches in retail history. According to the Federal Trade Commission’s Consumer Sentinel Network Data Book 2013, identify theft is the number one consumer complaint, with credit card fraud the second most common form reported.

Leaders of organizations in all industries, of all sizes are expected to go to great lengths to ensure that cardholders’ information is protected. Data mishaps can unravel years of brand equity, not to mention the immediate hit to net income. According to Adweek, “costs associated with the [Target] cyber invasion totaled $61 million in its fiscal fourth quarter, contributing to a 46 percent decline in net income to $520 million (81 cents per share) versus $961 million ($1.47 per share) the previous year.”

One of Enacomm’s top priorities is helping its customers protect themselves against data breaches to guard against huge financial losses and uphold consumer confidence. In fact, Enacomm was recently named to MasterCard’s Compliant Service Provider List due to its extensive security program that protects cardholder data. Our organization is Payment Card Industry Data Security Standard (PCI DSS) Level 1 compliant, a measure developed by payment industry leaders to reduce security vulnerabilities in IT related processes, procedures and infrastructure.

Enacomm also offers industry-leading products and services that help combat fraud. An advanced tool that enables multi-layered, dynamic Knowledge-Based Authentication (KBA), Enacomm’s eKBA quickly and reliably validates and authenticates customers in a non-intrusive way. This “Out of Wallet Authentication” can even be accomplished in real-time via a mobile device, making it more comfortable and convenient for consumers to use.

Perhaps Gregg Steinhafel would not have felt the need to step down from his post yesterday if he had pushed for greater measures to protect the card data and personal details of shoppers. To avoid a Target-like downfall, Enacomm can help your organization guard against data vulnerability. Give us a call at 877-860-0025 to learn more about eKBA and Enacomm’s other offerings that help cut costs, increase revenues and boost customer loyalty and retention. Enacomm is bringing intelligence to customer self-service millions of times a day.

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