|By Business Wire||
|April 30, 2014 09:11 AM EDT||
TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced the commercial availability of TouchConnect™, a unique collaboration solution for contact centers aimed at improving the omni-channel customer experience. TouchConnect seamlessly leads customers off the traditional call channels via online engagement and guides callers to self-service. This approach allows brands with call center operations to improve Next Call Prevention (NCP), increase customer loyalty and provide an enhanced customer experience for high-value callers.
According to the 2014 Nuance Enterprises Study, 67 percent of customers contacting call centers prefer self-service over phone calls. When customers reach a call center, they typically receive verbal instructions that do not incorporate an online component or encourage customers to self-serve. Furthermore, the verbal explanation can be misunderstood and misdiagnosed, causing unnecessary frustration and adding time to the call. TouchConnect addresses the gap in this market by providing a way for call agents at contact centers to streamline communications with customers through a convenient, easy-to-use collaboration tool which integrates co-browsing into the contact center operations.
“For many years, voice and online-focused agents in contact centers have been working in silos due to different skillset and customer needs,” said Bernard Louvat, president and CEO of TouchCommerce. “Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience.”
Designed to reduce enterprise support costs and increase customer satisfaction, TouchConnect accelerates customers’ adoption of self-service while optimizing their ability to get information quickly and efficiently. TouchConnect enables contact centers to expedite callers’ issue resolution with co-browse and relevant content; cut the callers’ wait time while offering self-serve options in an IVR environment; and/or enable contact center advisors to offer relevant content via chat. To achieve these results, TouchConnect provides contact centers with a rich combination of features, including co-browse, transfer-to-chat, and ability to offer rich media content and special deals to customers; as well as provide contact center advisors with a history of the call and chat that can be integrated into the call center’s CRM system.
“Customers want to use a breadth of communication channels - self-service, voice, digital and social channels - to interact with a company. Across all demographics, voice is still the primary channel used, but is quickly followed by self-service channels, chat, and email,” writes Kate Leggett, principal analyst at Forrester Research, in her recent report, Navigate The Future Of Customer Service In 2014. The report also states that “empowered customers are demanding superior customer experiences to garner their long-term loyalty. Better customer experiences can be correlated to increased revenue – a win-win for businesses and customers.”
TouchConnect, offered as part of the TouchCare solution suite, is now commercially available. For more information, please visit www.touchcommerce.com/touchconnect.
TouchConnect will be showcased at the Gartner Customer 360 Summit, held in Orlando, Florida on May 19-21, 2014 (booth #223).
Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real-time customer data analytics. For more information, please visit www.touchcommerce.com. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.
ElasticBox, the agile application delivery manager, announced freely available public boxes for the DevOps community. ElasticBox works with enterprises to help them deploy any application to any cloud. Public boxes are curated reference boxes that represent some of the most popular applications and tools for orchestrating deployments at scale. Boxes are an adaptive way to represent reusable infrastructure as components of code. Boxes contain scripts, variables, and metadata to automate proces...
Sep. 3, 2015 09:30 PM EDT Reads: 106
To support developers and operations professionals in their push to implement DevOps principles for their infrastructure environments, ProfitBricks, a provider of cloud infrastructure, is adding support for DevOps tools Ansible and Chef. Ansible is a platform for configuring and managing data center infrastructure that combines multi-node software deployment, ad hoc task execution, and configuration management, and is used by DevOps professionals as they use its playbooks functionality to autom...
Sep. 3, 2015 09:15 PM EDT
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Learn what is going on, contribute to the discussions, and e...
Sep. 3, 2015 08:30 PM EDT Reads: 138
Skeuomorphism usually means retaining existing design cues in something new that doesn’t actually need them. However, the concept of skeuomorphism can be thought of as relating more broadly to applying existing patterns to new technologies that, in fact, cry out for new approaches. In his session at DevOps Summit, Gordon Haff, Senior Cloud Strategy Marketing and Evangelism Manager at Red Hat, discussed why containers should be paired with new architectural practices such as microservices rathe...
Sep. 3, 2015 08:00 PM EDT Reads: 441
Containers are not new, but renewed commitments to performance, flexibility, and agility have propelled them to the top of the agenda today. By working without the need for virtualization and its overhead, containers are seen as the perfect way to deploy apps and services across multiple clouds. Containers can handle anything from file types to operating systems and services, including microservices. What are microservices? Unlike what the name implies, microservices are not necessarily small,...
Sep. 3, 2015 08:00 PM EDT Reads: 162
Puppet Labs is pleased to share the findings from our 2015 State of DevOps Survey. We have deepened our understanding of how DevOps enables IT performance and organizational performance, based on responses from more than 20,000 technical professionals we’ve surveyed over the past four years. The 2015 State of DevOps Report reveals high-performing IT organizations deploy 30x more frequently with 200x shorter lead times. They have 60x fewer failures and recover 168x faster
Sep. 3, 2015 07:15 PM EDT Reads: 103
This Enterprise Strategy Group lab validation report of the NEC Express5800/R320 server with Intel® Xeon® processor presents the benefits of 99.999% uptime NEC fault-tolerant servers that lower overall virtualized server total cost of ownership. This report also includes survey data on the significant costs associated with system outages impacting enterprise and web applications. Click Here to Download Report Now!
Sep. 3, 2015 05:30 PM EDT Reads: 361
It’s been proven time and time again that in tech, diversity drives greater innovation, better team productivity and greater profits and market share. So what can we do in our DevOps teams to embrace diversity and help transform the culture of development and operations into a true “DevOps” team? In her session at DevOps Summit, Stefana Muller, Director, Product Management – Continuous Delivery at CA Technologies, answered that question citing examples, showing how to create opportunities for ...
Sep. 3, 2015 05:15 PM EDT Reads: 532
SYS-CON Events announced today that G2G3 will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based on a collective appreciation for user experience, design, and technology, G2G3 is uniquely qualified and motivated to redefine how organizations and people engage in an increasingly digital world.
Sep. 3, 2015 05:00 PM EDT Reads: 544
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Sep. 3, 2015 04:30 PM EDT Reads: 429
Whether you like it or not, DevOps is on track for a remarkable alliance with security. The SEC didn’t approve the merger. And your boss hasn’t heard anything about it. Yet, this unruly triumvirate will soon dominate and deliver DevSecOps faster, cheaper, better, and on an unprecedented scale. In his session at DevOps Summit, Frank Bunger, VP of Customer Success at ScriptRock, will discuss how this cathartic moment will propel the DevOps movement from such stuff as dreams are made on to a prac...
Sep. 3, 2015 04:00 PM EDT Reads: 259
The 3rd International WebRTC Summit, to be held Nov. 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 15th International Cloud Expo, 6th International Big Data Expo, 3rd International DevOps Summit and 2nd Internet of @ThingsExpo. WebRTC (Web-based Real-Time Com...
Sep. 3, 2015 03:00 PM EDT Reads: 1,605
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of ...
Sep. 3, 2015 02:45 PM EDT Reads: 387
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
Sep. 3, 2015 02:45 PM EDT Reads: 481
In 2014, the market witnessed a massive migration to the cloud as enterprises finally overcame their fears of the cloud’s viability, security, etc. Over the past 18 months, AWS, Google and Microsoft have waged an ongoing battle through a wave of price cuts and new features. For IT executives, sorting through all the noise to make the best cloud investment decisions has become daunting. Enterprises can and are moving away from a "one size fits all" cloud approach. The new competitive field has ...
Sep. 3, 2015 02:45 PM EDT Reads: 174