All this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like SMS, chat and even visual IVR or go all the way to leveraging the power of artificial intelligence.
Release 7.7 of Blueworx Voice Response for Linux
Contact centers today are actively looking for opportunities to leverage enhanced self-service as well as proactive outbound interactions that drive customer loyalty and reduce the cost to serve. In today’s competitive market, where maximizing customer loyalty while reducing costs are key business metrics, offering a proactive approach to common reasons customers call in is imperative. The dissemination of time-sensitive or personal information delivered quickly and consistently is a requirement to meet today’s customer demands. The essence of outbound calling or text messaging is being proactive, preemptively contacting a customer before they have to contact you for information. That is why Blueworx continues to make features like outbound calling more efficient and effective for businesses.
Touchpoints are vital to the overall customer experience. It is during these moments, when a customer reaches out to you to conduct business, that your company has the opportunity to really put its best foot forward and leave a lasting impression. When too much emphasis is placed on these moments, though, it can actually have a negative impact. It will leave the customer feeling like the only time you truly care about them is when there is something to be gained by you.
What You Really Need to Focus On is the Entire End-to-End Customer Journey
Chat automation and other forms of artificial intelligence are effective in boosting customer engagement. The micro-experiences these tools create, however, do not account for even a fraction of a customer’s entire experience with your brand. If your company defines the customer experience by only a series of touchpoints, you’re missing out on a valuable source of information.
TULSA, Okla. (PRWEB) May 10, 2018
Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for Interactive Voice Response and Omni-Channel self-service solutions.
Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver dynamically scalable, flexible and reliable voice technologies, announces the availability of Blueworx CX as part of a partnership with Aspect Software. Aspect is an award-winning cloud provider of fully integrated consumer engagement, workforce optimization and self-service solutions.
The partnership combines market-leading technologies essential to creating a modern IVR (Interactive Voice Response) experience: Blueworx Voice Response and Aspect’s CXP platform enhance customer solutions with features like dynamic personalization, real-time analytics and support for Omni-channel applications across voice, web chat, SMS, social media messaging platforms, and mobile web applications. This powerful combination provides an up-to-date method of developing, deploying and managing Omni-channel self-service experiences.
The Blueworx team is wrapping up our presence at the IBM THINK event in Las Vegas today. The massive show provided excellent intel on why artificial intelligence will significantly change the way we work today, across every industry on a global scale. AI is a technology that will most definitely change how we view self-service and every kind of customer engagement with businesses. During her on stage opening at Think, Ginni Rometty, President and CEO of IBM, talked about the significance of this time in history and how we are on the verge a major shift. The time where process and technology surge at the same moment has only occurred at two other periods in history – and the impacts are still with us today.
So, the question becomes “What are you doing about it?” How will you embrace this new era of intelligent interactions, cognitive self-service and the balance of man with technology?
We live in a world where pizza delivery gets to your home faster than the police. No offense intended members of law enforcement. Rather, kudos to all those technologists out there that have enabled the consumer to consume their company’s product via a myriad of channels. Just the other day, I had to scramble to get a gift for a high school senior for his birthday. In a matter of moments I found a restaurant near the campus of the university he’ll attend in the fall, and was chatting on-line with someone at that restaurant about getting a gift card out to me ASAP because his party was in 3 days. This wasn’t some mega-chain restaurant, but rather a single location, local business. So, if you work for a company that doesn’t have an omni-channel contact center presence – get moving…quickly, because if Fatback’s Smokin’ Racks in Quincy, IL has web chat, and you don’t…well, you can draw your own conclusions.
Compared to even 5 years ago, technology has never before been so integrated into our daily lives. Look around you, how many internet-connected devices are within arm’s reach? These things are only going to become more important with each passing day. So yes, start stocking up on power strips now. As we rely on our devices for our everyday needs, the lines between online and real life are blurred. Because of that, people are going to need more than one type of experience to stay engaged, an Omni-Channel Experience.
“Few technologies are more despised than interactive voice response (IVR).
It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead of repeatedly pressing zero, we can all now repeat the word ‘representative’ until we finally get a human on the line. Is this progress?
It’s no wonder, then, that IBM decided to exit the IVR market a few years ago, selling off its WebSphere Voice products to a holding company that rebranded its new offering Blueworx in early 2016.
Out of the gate, Blueworx faced multiple challenges: not only does IVR top consumers’ most-hated list of technologies, but established incumbents like Avaya , Cisco Systems, Genesys, and Aspect dominate the space.
To make matters worse, Blueworx had no choice but to leverage older software that IBM had optimized for its own hardware, as well as AIX, its aging flavor of UNIX.
Playing ball by the incumbents’ rules was a losing proposition. The only way to compete was to reinvent the IVR game.” Continue reading on Forbes.com.
Delivering powerful web interface for application management
Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced the release of Blueworx Voice Response 7.4 for Linux. The new release provides enhancements for the Blueworx Cloud solutions with the same proven rock-solid stability and unparalleled scalability of Blueworx Voice Response for Linux 7.3.
Blueworx Voice Response (BVR) is available for both IBM AIX® and Linux.
So, who are we exactly and what is it that we really do? I mean of course besides being an awesome team of people who might play ping pong between conference calls and rattle an employee in the hot seat once a month by asking them absurd questions (“you’re an ordained minister?!” True story.). We are more than that, we do actually work. Well most of us anyway. And not only do we work hard, but we love what we do. So, while some of us may wear socks with sandals or choose Batman over Robin, we’d like to share with you what Blueworx is all about.
Over the course of the next 12 days we will be showing you who Blueworx is. By day #12, we are confident you will not only choose Blueworx for your business, but shout out to all of your friends (real or Facebook) all of the reasons why you think we rock (and not because most of us really do believe in aliens).