Acqueon Technologies Inc.

Why would you need a campaign manager for customer engagement? Reason 3: to segment AND prioritize your campaigns. While segmentation is obvious, prioritization is less. Prioritization is critical for customer outreach, though, as we need to deal with 2 scarcities: people and time... we rarely have enough resources to engage all contacts picking the right time requires tradeoffs Read on https://www.acqueon.com//campaign-management-unpacked-par/ #campaignmanagement #customerengagement

It is somewhat of a surprise but, callbacks are high on contact center priority lists, and not just to handle traffic surges. Our customers are also using callbacks for escalating self-service interactions to humans, handling digital process exceptions, and assisting online sales. These expanded use cases are enabled by an innovative approach, campaign-driven callback:... It gives contact centers and customers control on when callbacks should occur, leverages all the channels to better the end-to-end experience, and let you optimize callbacks through batch-grouping and assignment to the best agents. Learn more: https://www.acqueon.com/b/how-callback-is-being-reinvented/ #callback #contactcenter #digital #cx

Why would you need a campaign manager for customer engagement? Reason 2: to orchestrate omnichannelvoice and digital, in-person and automated outreach. Whether for sales, proactive service, or collections, multi-touch, multi-channel engagement has become the norm. Read on https://www.acqueon.com//campaign-management-unpacked-par/

Why would you need a campaign manager for customer engagement? Reason 1 is to ingest and assemble the data needed to orchestrate the outreach. And customer engagement comes with pretty specific requirements in order to optimize 2 scarce resources: people and time. Read on https://www.acqueon.com//campaign-management-unpacked-par/

We hear consistently that the 2 biggest hurdles getting in the way of great experiences for digitized processes are exceptions and giving customers seamless access across sales and services. Proactive engagement lets businesses take the first step after an exception is detected, reducing the customer effort and frustration. It's also the best way to bring in the conversation sales or service, as needed at each stage of the customer journey.... Read on https://www.acqueon.com//from-mapping-to-action-the-custo/ #customerengagement #customerjourney

Did you know that you can flip a contact center from inbound to outbound? It's actually better for CX and for productivity, handling more interactions with the same number of agents. The magic recipe combines a multichannel virtual agent and a smart callback solution. Read on https://www.acqueon.com/b/can-outbound-be-a-better-inbound/ #contactcenter #virtualassistant #callback

50+% of cloud contact center projects happen after and because of CRM transition to the cloud. No surprise that integration between the 2 is so important! 2-way integration for screen pop and after-call work is table stake. Check out this short video https://www.acqueon.com//crm-integration-2021-what-to-exp/ #contactcenter #crmintegration #lowcode

STIR/SHAKEN is around the corner: on 6/30, the rules for showing who is calling will change forever in NA. The way your calls will be presented will dramatically impact connect rates. The good news is that there are options to brand your calls: check the link in the first comment https://bit.ly/2Ro1kl9 #stirshaken #customerengagement

In the last few years, customer engagement has transitioned from a collection of point outbound communications to a cohesive outreach, core to any CX strategy. Check out the first episode of a mini -webinar series by Sheila McGee-Smith exploring the new world of conversational engagement: how and why has conversational engagement emerged: https://www.acqueon.com//conversational-engagement-what-a/ #conversationalengagement #cx

After losing $300+B last year, healthcare providers are now facing retention issues. The way forward hinges on leveraging digital technologies to increase productivity and improve patient engagement. The best way to start? bringing together contact centers and Electronic Health Record (EHR) systems. Read on: https://www.acqueon.com//drive-patient-engagement-with-ehr/ #patientengagement #EHR #contactcenter #integration

We just closed a fantastic FY21, completing our pivot to the cloud with ... 3x growth in subscriptions. Customer Engagement has never been so high on the CX agenda. On to FY22! #customerenagement #momentum

Post-2020 customers don't want to browse and shop in-stores, so successful vendors need their online digital experience to mimic the in-store experience (e.g., intuitive navigation, detailed product pages with full imagery, and personalized technology to foster loyalty). As brands increasingly turn to automated solutions to help manage the volume of inquiries, the quality of digital-human interactions is crucial. https://www.crmbuyer.com/story/87031.html #customerengagement #customerdelight #retailsolutions #customercentric #digitalautomation #selfservice

Consumers don’t move in straight lines. Instead, they're doing 15 things at once, changing directions as they consume new info. To keep up, businesses must look at all possible journeys their customers might be on, and make decisions about which message to prioritize -- based on what matters most to that individual, right now. Hence the need for Customer Journey Mapping. https://www.cmswire.com//foundational-steps-for-customer-/ #customerjourneymapping #customercentric #customerdelight #customerretention #customerengagement #customersatisfaction

Investment in the omnichannel experience jumped to 80% in 2020, and a new customer has emerged from the pandemic. This 'new' customer wants 24/7 access, everything now on-demand services, and they're not willing to wait for anything! https://www.itproportal.com//use-your-digital-technologie/ #omnichannelstrategy #customerrelationships #pandemiclife #buyerjourney #personalizedservice #ondemandservices

Learn why NLP is no longer enough and how to improve your CX with Natural Language Understanding (NLU) in contact center analytics. https://www.rtinsights.com/how-nlu-is-helping-improve-agen/ #naturallanguageprocessing #contactcentersolutions #analytics #naturallanguageprocessingnlp #customerexpereince

The combination with Cisco will create an enhanced Cisco Contact Center platform that will bring together CCaaS, AI, experience management, collaboration, and CPaaS to create a "comprehensive" customer as a service platform. https://martechseries.com//cisco-completes-acquisition-im/ #Cisco #ccaas #webexcontactcenter #Cpaas

According to Forrester, 43% of key decision-makers rank conversational AI and AI-powered chatbots as the ‘top software priority over the next 12 months. This is up from 32% in 2019, closely followed by digital experience (42%) and CX (40%). Customer expectations will shift in 2021. Here's how to plan for it. https://customerthink.com/how-to-achieve-customer-service/ #ai #conversationalai #customerengagement #customerretention #customerexperience