While the digital era offers companies the competitive advantages and opportunities to create innovative products and services for customers, it comes with great demands. Digital transformation sits at the top of the strategic agenda for enterprises, according to a Forbes Insights and Hitachi survey of 573 top executives worldwide. To capture its full potential, companies then invest on technology, which is no longer an enabler of the business, but is the core of strategy.
Last August 31, 2017, a conference entitled “Next Generation Customer Digital Experience” was held at the Cisco Philippines office in SM Aura, Taguig. It was an engaging talk on the latest technological breakthroughs that can help strengthen a business’ information technology arm further. DTSI Group, together with Cisco and Consilium as its trusted partners, organized this exclusive event for leading executives and managers from different industries. The event started out with a welcome reception lunch, followed by an introduction from Rommel Sia, Product Lead of DTSI Group’s Customer Experience. The session was moderated by Carl Agbay, Cisco’s Product Specialist for Contact Center and Customer Experience Solutions, with the presence of Cisco technology experts Kenneth Chong, Cindy Leong, and Grace Loh.
The first showcase of the event was on Delivering a Connected Digital Experience through the Cisco Unified Contact Center Express (CCX) solution. The session was led by Kenneth Chong, the Contact Center and Customer Collaboration Lead, and a champion of unified communications, contact center, and collaboration technologies. He kicked off the discussion by educating the attendees on what the workplace of the future would look like and what kind of employees it would have. He described the kind of environment professionals would most likely have in the near future, which is a connected, flexible setting with an agile and collaborating workforce. It was also mentioned that there will be a 60% increase in demand for mobility as the next generation of employees will be millennials. Kenneth ended his turn by explaining that a connected digital experience is contextual, continuous, and capable, all at the same time.
This was then succeeded by one of the event’s highlights, which featured the Cisco Spark Board, a presentation and business conference tool that allows users to connect to any device, video call multiple people, and write notes while on the call. Cindy Leong, a Cisco demo specialist, accurately showed the impressive features of the device by using the actual tool. As she was expounding on the Cisco Spark Board, she walked around the room to show that the device can detect and automatically modulate the sound coming from a user for better clarity. Additional key features were presented to the stakeholders - can operate with internet connection as low as 1.5MBPS and can run even if the device or person you are calling does not have a Spark App – giving them a chance to see what the tool is capable of, as well as an opportunity for the audience to raise their questions.
Following the Spark Board demo, a feature on Cisco Finesse tool took place, giving the audience a collaborative experience for the various communities that interact with a company’s customer service organization. The presentation was conducted by Grace Loh, a presenter of Cisco Customer Experience Center. Cisco Finesse was introduced as a next-generation agent and supervisor desktop that enables customer journey tracking, live chat support, video chat, and many other customer care functions designed for CSR agents. For the audience’s further appreciation, Grace showed how the software program can do profanity checks, remote control a client’s device, and respond to clients faster using pre-made templates. One of the system’s core features is its Knowledge Base where agents can type in a certain keyword and find out the information they require from a list of results. After the demonstration, the guests expressed interest as they engaged in an open forum discussion.
Before the day ended, Modie “Moe” Verzosa, Solutions Engineer for Cisco Contact Center – PH, discussed three other helpful tools that can aid a business and its employees in performing faster and with better efficiency. The first tool is called UniAgent which is primarily used for displaying a customer’s identification or information and letting agents take notes about their transactions with customers. The second software tool is called UniCampaign which allows agents or users to monitor campaigns with real-time campaign analysis and select target callers from a list using advanced contact selection. The last tool Moe proposed was called UniDashboard which was designed for trace not just the status of a company’s contact centers, but can also generate analytics on agent performance and KPI.
With the above tools available today, customer support and interaction are now a step closer to achieving technological perfection. Small- to large-scale enterprises can now be more efficient in its tracking and communication aspects to help their sales and satisfaction rating grow exponentially. Whatever tool a company uses to improve performance, it would always be best to tailor-fit it to the needs of its biggest asset, its employees.