Tag Archives: customer experience

Enacomm’s 4Cast = Perfect Solution for Marketing Automation

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Enacomm’s 4Cast® is a hosted CRM product that automates intelligent customer interactions, predicts future behavior and conducts targeted messaging campaigns. 4Cast tracks customers’ activities and anticipates their needs in real-time. Using an advanced real-time decisioning engine, 4Cast 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. From recognizing a customer by name to performing complex account analysis and probability modeling, 4Cast autonomously works to upsell, communicate and retain.

Click here to download a brochure on 4Cast. To receive more information or to schedule a product demonstration, contact Enacomm today.

What’s Most Important When Measuring Customer Experience?

Real-time usability feedback is crucial when measuring the customer experience. Rapid response time, time in queue, total experience time, terminations, and the number of transfers required are all key metrics that should be gauged. An analytics tool for reporting, monitoring, and alerting allows organizations to make informed decisions based on key trends and quickly tune applications to improve overall customer satisfaction and retention long-term.

ViA® is Enacomm’s analytics tool for call centers featuring real-time IVR, CTI and Quality reporting, monitoring, and alerting. In addition to serving as a powerful analytics tool that quickly tunes IVR applications, ViA provides usability feedback, proactively helps make informed decisions, improves customer satisfaction, and identifies key IVR trends.

While methods like customer surveys are important for evaluating the customer experience and can help pinpoint any trouble areas, statistical information can provide an objective overview. “Total time” to conduct a single function, for example, is one of the many factors Enacomm measures to determine how well the consumer experience is flowing. Account usage also helps to inform customer satisfaction. For example, satisfied customers more often use their accounts for core purchases at retail stores.

As for the self-service experience, providing customers with intelligent interactions is paramount, as Frost & Sullivan emphasizes. One of the primary reasons customers become frustrated with this segment is the unnecessary friction they encounter while in the self-service system. By replacing conventional service paths with intelligent paths based on customer data, the friction is minimized.

Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services, including hosted IVR. Innovating since 1986, Enacomm’s team of subject-matter experts guides organizations of all sizes to stay ahead of the curve by implementing advanced, intelligent customer service technologies.

While some focus on containment in the IVR or other automated systems, this measure alone can be misleading and even detrimental to the customer experience. Instead, one must look at all factors available to create an optimal balance, containing customers to the self-service system while providing an exceptional customer experience.

Enacomm can help you measure and improve the customer experience that your organization delivers. Give us a call at 1-877-860-0025 or send an email to sales@enacomm.net.

Flickr/wisdomlight

Flickr/wisdomlight

Customer Self-Service Adoption Is Increasing, Reports Forrester

Customer service channel usage is evolving,, and offering excellent self-service to consumers has never been more important. According to Kate Leggett of Forrester – VP, Principal Analyst serving Application Development & Delivery Pros – customers are using more communication channels for customer service than ever before and are contacting customer service organizations more frequently.

Here’s one key takeaway from Forrester’s latest consumer survey about channel usage for customer service:

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Consumers now expect service interactions to be quick and easy. When it comes to the IVR, only next-generation technology that enables intelligent interactions fits the bill. Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services. Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s IVR solutions are helping organizations cut costs, improve loyalty and increase member retention.

To learn more about Enacomm’s hosted IVR, download our brochure here, or contact us at sales@enacomm.net or 1-877-860-0025.

Enacomm’s David Anderson Gives Talk on Voice Biometric Authentication at CARTES AMERICA 2015

CARTESFraud, identity theft and security breaches are increasing, underscoring the need for better defense against these attacks. Today at CARTES SECURE CONNEXIONS AMERICA 2015, David W. Anderson, Vice President & Chief Marketing Officer of Enacomm, Inc., will present on voice biometrics, a proven method of identification that is perfect for multi-layered authentication systems.

CARTES AMERICA 2015 is taking place at the Walter E. Washington Convention Center in Washington, D.C. for its 4th edition. As the global event for Payment, Identification & Mobility, CARTES encompasses the whole value-chain of the smart card industry, innovative payment solutions, digital security and identification.

Anderson will speak today from 4:00-4:30pm as part of the conference track, “Biometrics: Assured Identity in a Mobile World!” His talk will focus on voice authentication, which offers better defense against fraud than PINs or static security questions.

“One of the best weapons against fraud could be your customers’ voices,” said Anderson. “Customers prefer voice biometrics to other authentication methods, because it’s quick and easy to use, with no password to remember or lose. For financial institutions, it saves dollars by saving customer service reps’ time, eliminating the need for account verification or identification questions to be presented by an agent.”

Enacomm Voice Authentication™ (EVA) harnesses voice biometrics technology and enables reliable log-in and transactional authentication of customers from any phone, any time. To see a short video on EVA, click here.

VBC Opus Conference

Enacomm CMO to Speak on Improving the Mobile, Multichannel Customer Experience at VBC New York 2015

Enacomm will join Opus Research for VBC New York 2015 (Voice Security & Authentication Conference) next week. At the event, Vice President & Chief Marketing Officer of Enacomm David W. Anderson will speak on the role of voice biometrics authentication in creating simple, secure customer communications channels.

On May 4-5, 2015, VBC New York will bring  together leaders who are integrating voice into multi-layered and multi-factor communications for authentication and security. The event will showcase an array of technologies that support trusted communications over the web, mobile phones and tablets. A focus of the conference will be voice biometrics in conjunction with other technologies that lower the incidence and impact of phone-based fraud while making the world safe for mobile commerce, transaction authentication and cloud computing.

The VBC session during which Anderson will speak is titled, “Improving the Mobile-First, Multichannel Customer Experience.” Anderson will join a lineup of customer experience (CX) executives to tackle the pressing issues for creating simple, secure communications lines with customers. The panel will take place from 10:00 AM – 10:45 AM ET on Tuesday, May 5.

“Voice biometrics are more reliable than fingerprinting and more customer-friendly than static security questions and passwords, with nothing for customers to remember or lose,” said Anderson. “Voice biometrics authentication cuts costs, saving 20 percent
or more of customer service reps’ valuable time, while providing a superior service experience.”

Enacomm Voice Authentication™ (EVA) is an application that enables reliable log-in and transactional authentication of customers from any phone, any time. To watch a short video on EVA, click here.

For updates on Enacomm’s presence at VBC New York 2015, follow @Enacomm on Twitter.

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David W. Anderson

Voice Is Still #1 Channel for Customer Service – Optimize Your IVR

While the number of self-service options has multiplied, four out of five inbound customer service interactions still come from the phone channel, according to Contact Babel. Whether it’s an easy task that can be handled via self-service or a complicated concern that requires the assistance of a customer service representative, the call should start with Intelligent IVR to lay the foundation for a positive customer experience.

Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s self-service and assisted-service IVR solutions offer organizations the chance to cut costs, improve loyalty and increase member retention. To learn more about Enacomm’s Intelligent IVR, go here. For more information or to schedule a product demonstration, contact us: sales@enacomm.net or 1-877-860-0025. We would be happy to help your organization optimize its customer interactions.

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Where 70% of Organizations Are Failing in Customer Service

Think back over the past month. How many different ways did you connect with your friends and family? You called, emailed and maybe even wrote a letter—but in addition to these communication staples of the 20th Century, you also texted, used social media apps on your phone and tapped into chat platforms on your computer, tablet or smartphone.

Thanks to the evolution of technology, the ways people reach out in their personal lives have multiplied. Organizations need to recognize that—when given a choice—consumers are doing more than dialing digits to communicate, and options for customer engagement should reflect this reality. As observed by Troy Mills of Walgreens in a recent Call Center IQ story:

“I think the biggest transformation for call centers is just the fact that customers are interacting with us on multiple channels, and that the number of interactions is just continuing to increase. So we’re seeing more interactions, we’re seeing them across different channels, and our customers are expecting us to interact with them how they want to.”

Despite volumes, interaction types and consumer expectations expanding, only 30% of organizations are capable of serving customers in their preferred channels or seamlessly communicating information across contact channels, according to Call Center IQ’s Multi-Channel Customer Management Report. With quotes from additional leaders of reputable brands, the Call Center IQ article stresses the importance of a multi-channel customer experience—and Enacomm couldn’t agree more.

4Cast™, Enacomm’s customer relationship management suite, communicates in all available modes, based on each customer’s unique preferences. From IVR messages to SMS texts, it presents the customer with unified data and appropriate, intelligent messaging, even allowing live interaction that is guided by 4Cast™. In the financial industry, for example, it also keeps tellers, CSRs and personal bankers in the loop, providing information to them in real-time that reflects all channels, which is particularly important for fraud prevention.

Enacomm, bringing intelligence to self-service more than a million times a day!

Give us a call at 877-860-0025 or send us an email at sales@enacomm.net to learn how we can help your organization deliver a top-notch customer service experience with personalized, multi-modal interactions.

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