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.
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 email@example.com.
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:
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.
Fraud, 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.
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.
Advanced technology now gives precision new meaning when it comes to reaching consumers. In a Viewpoints feature for Destination CRM—a publication dedicated to information, products, and services relevant to the CRM user marketplace—Enacomm’s David Anderson lays out the benefits of employing a dynamic decisioning engine that enables hypertargeted marketing via customer service channels. Anderson is Chief Marketing Officer of Enacomm and creator of some of the first predictive marketing campaigns in America.
In his piece, “Win Over Consumers with Intelligent, Targeted Marketing,” Anderson explains why organizations shouldn’t throw away their marketing budgets on hit-or-miss efforts and should instead invest in cutting-edge technologies. From the op-ed:
Whether via television, email, or an interactive voice response system, consumers are often exposed to irrelevant messaging from marketing campaigns today. A credit card company sending solicitations every month to someone who already has the credit card being promoted is not only wasting time and money, but is also making itself look less than brilliant.
What is gained by trading in a traditional customer relationship management (CRM) campaign—general messages to all customers—for new technology?
With an advanced decisioning engine, organizations can track and react to consumer behaviors in real time with precise, targeted marketing to micro and macro segments, one customer or one million. Implementing a multimodal solution makes it possible to deliver targeted messages across all available channels, from SMS texts to customer service representatives, and will reflect unified data on the spot. Because communications can be tailored based on demographics or even purchase history, cross-selling, upselling, and retention are improved, thanks to an enhanced customer experience.
Anderson goes on to paint a picture of what intelligent, targeted marketing looks like in action:
A customer pulls up her recent bank account activity with a smartphone app to review pending transactions. Based on her repeated behavior of depositing paychecks at the bank on the last day of every month, an offer is displayed on her screen asking if she’d like to sign up for direct deposit. She is given the option to either tap a button to talk with a customer service representative or click a link to go to the Web for more information. If she accepts the offer, she benefits from added convenience, and the bank strengthens the customer’s connection to its brand. It’s a win-win.
Enacomm can help your organization create a targeted messaging campaign framed by intelligent, personalized interactions that respond to customers’ wants and needs in real time. Contact us at 1-877-860-0025 or firstname.lastname@example.org to find out how the latest self-service and assisted-service technologies can help you build customer loyalty, cut costs and increase revenues.