Unified Communications – MEC Networks Corporation

NEC Recognized As No.1 Worldwide Leader In The SMB Call Control Market

MEC Digital — Tue, 05 Jan 2021 03:15:55 +0000

NEC, a global leader in Communications & IT solutions, for six years in a row, is recognized as the global #1 for SMB (Small and Medium Business) Communications Systems. This success underscores the strength of NEC’s portfolio, the company’s commitment to expanding its global enterprise communications footprint, and the ability to serve customers to the fullest satisfaction.

NEC has a long history and legacy in communications for over 120+ years and remains committed to the Unified Communications market for SMB and Enterprise with, at the core, its UNIVERGE communications portfolio SL, SV, 3C premise-based solutions and its new generation UNIVERGE BLUE UCaaS cloud-based solution offering.

Pillars of Success

MZA’s (www.mzaconsultants.com) reporting on the global Call Control market shows that NEC has led all manufacturers in global shipments in the SMB segment for the last 6 years^*. With a present market share of 17%, NEC is well ahead of all other companies in that segment.

Expertise and innovative strength combined with the company’s dedication, reliability, and financial viability are fundamental pillars to NEC’s success with business partners as well as end customers.

Value For Money

NEC offers a broad range of enterprise communications solutions – ranging from small to very large systems – that effectively support Enterprise and SMB customers whose requirements span from traditional to full IP and 100% software-based solutions, and from premises-based to cloud deployments.

Directed at smaller and mid-sized businesses, NEC’s renowned UNIVERGE SV9100 and SL2100 communications servers, together with their powerful range of terminals and business applications including e.g. IP DECT, are intelligent cost-effective communications solutions that pack affordability, efficiency, and enterprise-grade functionality into one. Localization, local language support, and ease of installation are additional benefits that prove crucial for customers and resellers to benefit from the rich functionality of NEC’s solutions.

About NEC

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness, and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

Learn more about our current NEC offerings, connect with us.

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Mitel Collaboration Solutions

MEC Digital — Mon, 08 Jun 2020 18:26:42 +0000

Work from anywhere with MiCollab + MiTeam Meetings

Voice, chat, and video capabilities you need to keep your team connected and productive.

Single point of access for all communication and collaboration

Video, voice, and chat in an integrated solution

Work from anywhere with web and mobile applications

Mitel MiTeam and MiCollab are made for workers who want to collaborate and communicate effortlessly. With a great team collaboration tool, you can stop wasting time switching between tools and bringing everything into one intuitive experience so you can focus on getting stuff done.

Browse Mitel Solutions

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Mitel: Questions To Ask Your Vendor About Secured Communications

MEC Digital — Wed, 30 Oct 2019 06:54:44 +0000

5 Questions Ask To Your Vendor About Secure Communications

Are your communications secure?

Secure communications can defend your business from the harm and destruction of a data breach. And it’s not only for healthcare providers – even daily workplace emails and phone calls can contain information that matters to your customers.

A business that fails to secure its communications is in peril of losing client confidence, that means customers, and future customers, won’t be likely to trust that business.

To ensure secure communications, search for a communications system that can defend the data shared inside your business and beyond. Here are a couple of questions you can raise your vendor to make sure you’re getting the most effective security:

1. What Infrastructure Is Your System Hosted On?

A strong cloud communications provider will be leveraging a best-in-class infrastructure to make sure the very best level of security. This saves you time and resources that can be focused on performance and innovation instead of management and maintenance. Search for a secure communications software system, such as MiCloud Connect, built on Google Cloud, to integrate with the programs you already use.

2. Can Your Communications Software Handle Mobile Securely?

Working on the go is a growing norm, which means mobility is even more vital for a communications system. However, a mobile system doesn’t always mean it’s secure. Make sure you can take your system on the go to keep working while away from the workplace, without sacrificing your in-office functionality and security.

3. Is Your Communications Software Certified HIPAA-Compliant?

Certified HIPAA and SOC 2 compliant software guarantees that your data is encrypted in transit and at rest, with anti-virus protection and security protocols that adhere to the most rigorous data compliance standards. In creating MiCloud Connect, we worked with third-party auditors to meet restrictive compliance needs and passed strict safeguards and confidentiality tests to make sure the privacy and safety of your data.

4. How Do You Monitor Your System?

Your cloud communications provider ought to have a Network Operations Center, a location that regularly monitors a telecommunications network, all day, every day. Do they support it in-house or out-source? What tools and analytics are they leveraging to stay ahead? Top providers are predictive and proactive, not reactive.

5. How Do I get Informed Of Any Issues?

No system is perfect, problems will appear, but if they do occur with your communications system, you need to know about it quickly. Transparency is everything. Is your provider proactive in their communications? how do they alert you once issues arise? Is there a public site where you can stay up to date regarding any problems and their solutions?

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Mitel: Omnichannel Vs. Multichannel, Which One’s Better?

MEC Digital — Tue, 24 Sep 2019 08:23:34 +0000

A recent study discovered that 69 percent of web users would consult their smartphones for product reviews in-store rather than search out a sales associate. More than half would also buy deals on their smartphones while in the store.

These statistics prove that businesses, especially retailers, ought to give multiple channels for customers to interact and communicate with them. But while numerous organizations support more than one channel, several aren’t doing it effectively.

This is where the distinction between omnichannel and multichannel becomes vital. These terms are thrown around for years, however, there’s usually confusion over precisely what they mean. While they have similarities, there’s also an enormous difference⁠—and that can make or break your business.

Let’s take a more in-depth look at what each term means, why omnichannel is the better approach for your business, and how the correct technology will get you there.

The Basics: The Distinction Between Omnichannel And Multichannel

Both omnichannel and multichannel involve selling products or services across more than one channel; after all, your business has both a physical and digital presence. The main distinction comes right down to the customer experience.

In the multichannel universe (where most businesses live), the various channels aren’t connected. You will have a physical and a digital store, however, each one has its inventory. Customers might not be able to return online purchases within the physical store.

When it comes to communications, the multichannel experience is again siloed. A client can’t simply switch from one method of communication to another. They need to start the conversation all over again and repeat their info, which results in frustration and wasted time.

The omnichannel experience, on the opposite hand, breaks down these siloes. The customer experience takes center stage and is seamless. Customers will engage with products and services while moving between channels without any interruption in their journey. This applies to browse for products and services as well as communication. Once you break down these barriers, the benefits of omnichannel over multichannel are clear.

5 Advantages of Omnichannel

The omnichannel customer experience outperforms multichannel in many ways. Here we focus on the main advantages when it comes to communicating and delivering superior client service.

Create a customer experience hub. With an omnichannel approach, your contact center transforms into a hub, giving agents and executives a full view of the customer journey. When interacting with customers, the hub has the power to seamlessly transition from one communications channel to another.

Reps can send an SMS to a client in the middle of their chat session. Or they can switch from chat to a voice call with one click⁠—without losing any client details in the process.

Gain a deeper understanding of customers. the combination of cloud communications, machine learning, and AI permits businesses to analyze client communications across all channels, together with social media. Identify potential issues and client complaints so they can be addressed before becoming a true issue.

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Mitel Named As Best Business Tool of 2019 By Newsweek

MEC Digital — Tue, 03 Sep 2019 08:57:44 +0000

We are happy to announce that Mitel’s business VoIP software, MiCloud Connect, has been selected as a Best Business Tool for 2019 by Newsweek.

From The Report:

“With businesses around the country and the world facing continual disruption, technological tools are increasingly crucial to the success of established enterprises and start-ups alike. Which tools can you rely on?

Working with Statista Inc., the globally recognized data research company, Newsweek has produced an authoritative list of America’s Best Business Tools. We name the top providers of business software and software services in 54 categories: from audio editing software to cybersecurity tools.”

Newsweek interviewed over 10,000 professional users of software and software service providers, asking them to rate every software or software service based on many key elements including:

Willingness to recommend the provider to others
Trust
Service promise
Reliability
Security
Continuous improvement
Customer satisfaction

MiCloud Connect designed on Google Cloud is an all-in-one, simple to use cloud communications solution that features voice, collaboration and optional contact center capabilities. Our mobile app, softphone, and desk phones are designed for individuals first, with an eye toward how you already communicate.

Work securely from anywhere

Our versatile softphone and mobile applications make it simple for your team to take their work with them, where they are. And since it’s designed on Google Cloud, you know your communications are secure.

More Tools, Less hassle

MiCloud Connect’s modern, the intuitive user interface makes it simple for end-users and admins to get work done quickly with single click functionality, a seamless experience across devices and real-time management – minimal coaching needed.

Get More Out Of Your System

Beyond the user-friendly interfaces, MiCloud Connect conjointly features a dedicated client success manager to assist you to get the most out of your communications system.

We pride ourselves on delivering a seamless, productive communications experience from start to finish.

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NEC: Placing Dynamic Communications At The Center Of Business

MEC Digital — Fri, 23 Aug 2019 05:32:08 +0000

Inaccessibility and non-responsiveness aren’t any longer acceptable in today’s business setting. It isn’t prudent in winning or retaining client loyalty; it doesn’t foster internal teamwork; nor does it aid in building a sustainable brand reputation. Plus, from a technology perspective, there isn’t an excuse for extended lags in responsiveness, productivity or collaboration.

Unified Communications (UC) with its integrated approach to advanced voice, mobility, messaging, video, and audio collaboration, and communications apps allows organizations of all sizes to effectively manage the how, when and where of their connectivity. However to make such an accessible and dynamic work setting, having the proper foundation is crucial. A communications platform that’s capable of reliably and quickly facilitating and right-sizing however, when and where regarding its accessibility across and on the far side the enterprise.

NEC has been recognized by industry experts as having one of the very best levels of client satisfaction among UC vendors and providing client solutions with one of the lowest total costs of ownership within the market. So what performance factors verify the company’s extremely reliable and virtualized UC environments?

Operational & Service scalability

Interoperability and accessibility are central to agile enterprise operations from an operational and client service standpoint. Communications systems need to be dependable, sizable and adaptable. but they also should stay manageable.

Collaborative & User Accessibility

Openness and transparency and the capability to react quickly define what it means to be highly-connected manpower. Through improved access to essential apps and by knowing when and how to best reach somebody, tasks get completed faster and more easily. once complete suits of user-centric UC and collaborative apps are consolidated into one extremely available client, cooperation becomes efficient.

Brand sustainability

Brand memorability depends on the experiences provided. Each and every interaction – whether interpersonal or electronic – has the potential of enhancing or detracting from an organization’s reputation. As a hub for so several apps, communications systems are often instrumental in understanding that applications and devices are promoting or impeding brand loyalty and worker productivity. Intuitive, feature-rich call accounting systems will give complete visibility into UC usage and the means to effectively assess performance.

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Mitel: How Unified Communications And Collaboration Drive Results

MEC Digital — Wed, 24 Jul 2019 07:35:18 +0000

Emails pile into your inbox by the dozens—or a whole bunch. Notifications appear on your PC and phone. thus do text messages. And each your desk and mobile devices perpetually ring.

Sound familiar? If it is, you’re not alone.

Sometimes we feel like we work for our communications devices, not the opposite approach around. They pull us in every direction when we simply wish to induce some work done. In today’s work environment, we’re challenged to be productive and effective, generally in spite of the technology we use.

But it oughtn’t to be like this. Unified communications (UC) combined with smart, intuitive collaboration tools (UC&C) makes work easier, connecting us additional expeditiously with colleagues, customers, and partners, all from one platform which will be accessed from any device.

Improving customer experience

With UC&C, workers will connect with customers through any channel, regardless of wherever they’re located. Envision this scenario: A customer’s flight is delayed 2 hours, therefore she misses her connection. once speaking with the gate agent, she abjectly wanders off to grab a bite to eat, 5 gates away. Why shouldn’t she? She is aware that it will be a short while before she’s rebooked.

In the meantime, the gate agent finds another flight. He brings up the customer’s data from her reservation, finds her mobile number and, with a click, the system dials her smartphone. She answers, excited once the agent shares details concerning her new flight. once agreeing to the rebooking, she prompts to the new gate.

Improving Team Productivity

Your creative team having difficulties at work developing a brand new client’s marketing campaign. however before they’ll proceed, you discover they require a vital piece of data from an internal subject matter expert. Despite leaving a voicemail and sending an email, you’ve received no response. Wouldn’t it be nice to understand if your colleague is even on this continent, not to mention available to conference with the team?

Presence technology enables you to see if the SME is available and by which implies voice, text, video or not in any respect. The system automatically routes calls from one number to another. On top of that, your colleague will see all communications with UC&C’s unified messaging. whether or not he’s in his workplace, within the car or operating remotely, by signing on via a shared cloud platform he sees all messages, as well as texts, voicemails, and emails. If he’s not accessible, the team sees this straightaway and reaches out to another colleague for the data it desires.

Improving Community Communications

It’s not only businesses that have the benefit of UC&C. employees and lecturers within the Lovejoy independent school district needed the simplest way to communicate each internally and with parents. once UC&C was enforced, they gained a phone and voice mailbox in every classroom with conferencing capabilities. One feature, the Time of Day call Restriction, permits lecturers to put the room phone into “meeting mode” at scheduled intervals. That way, they’re not interrupted by calls throughout class time.

When class is out of session, lecturers simply make calls from any device, either with one click from their contact list or by entering a name. they’ll additionally simply join conference calls. That’s notably handy once someone can’t make a parent-teacher conference in person.

Improving Partner Collaboration

In product development nowadays, speed to market is important. to attain it, employees should work efficiently with partners, involving them as early as a product’s design phase.

Imagine you’re an engineer developing a brand new battery for a prototype automobile. you wish to collaborate with the vendors supplying the required parts. UC&C provides tools that not solely allow you to manage the project – setting tasks, scheduling conferences, sharing documents and virtual whiteboards – but enable you to invite external parties to participate via a secure, web-accessible interface.

It doesn’t matter which communications tool the vendor uses. UC&C will send messages across multiple providers. It even permits you to create a digital twin online thus you’ll be able to conduct a deep dive into the product’s requirements, operating side-by-side.

UC&C Drives results in no matter where you are

UC&C is delivery organizational communications into a new era. Now, colleagues, customers, and communities will simply communicate across devices, geographies and applications.

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Mitel: A Guide for Small Businesses To VoIP Business Phones

MEC Digital — Thu, 18 Jul 2019 05:52:44 +0000

Across industries, small businesses share several similar struggles. owners work flat out day in and day out to grow their companies, trying different processes and technologies to boost operations and productivity. What several discover is that they will realize significant gains by merely switching their communication to VoIP for small businesses.

You may be curious whether or not a brand new telephone system really can have that huge of an impact on the health of your business. The solution is YES–if you go with a solution that’s engineered for your organization’s size and goals. To assist you to decide on the proper one, we’ve outlined the challenges faced by a typical small business and mapped them to VoIP solutions that meet their needs.

The Challenge: Pressure On the small Business Owner

As a small business owner, you’re under a crazy quantity of pressure. From the second you roll out of bed till you shut your eyes at night, your business is within the forefront of your mind. Throughout the day, you’re pulled in multiple directions, aiding clients and staff, ensuring the business runs smoothly. you have plenty to fret about. Several small business owners grapple with similar problems, as discovered in a recent survey by the website small Business Trends. The most important challenge for 2019 is perhaps no surprise: maintaining the bottom line, followed closely by growing revenue.

To survive, thrive, and increase profit margins, small businesses got to increase productivity and efficiency. The survey found most owners and managers attempt to accomplish this by investing in innovation, technology, and talent. However let’s not forget that almost all small businesses operate a tight budget, with access to a restricted quantity of resources. meaning new technologies need to be simple to use and affordable.

A VoIP phone solution delivers on each account. It supports small businesses by increasing workforce productivity and operational efficiency. As owners gain more time to pay on strategic initiatives, employees embrace a telephone system that offers them independence, makes their everyday tasks easier, and lets them specialize in higher-value work. Intrigued? Let’s take a better look at how it all happens.

The Solution: how VoIP Helps Your small Business excel

To help tiny businesses overcome obstacles to growth, a VoIP telephone system needs to deliver on all fronts: features, functionality, value, and ease of use. As a small business owner, you don’t have time to analyze each vendor within the market, therefore use our cheat sheet to assist weigh your choices and build the most effective selection for your company.

Features

Every small business needs certain must-haves. You’ll need the fundamentals, like audio and web conferencing further as instant messaging. Another vital feature is video collaboration, that fosters cooperation. Then there are tools like voicemail transcription and call recording, that help increase productivity.

And let’s not ignore mobile support. once your team’s small, employees are usually on the go, visiting clients or operating remotely. A mobile app that gives seamless access to all VoIP communications features keeps everything running smoothly. employees get the liberty to work anywhere, causative to productivity no matter where they are.

Some business VoIP services embody innovative ways to extend productivity and collaboration. Mitel teamwork, as an example, melds web, desktop, and mobile applications to stay employees connected even when they’re on the road. Business SMS, conferencing options, and individual and cluster chat build it simple to attach and work on comes along. Workspaces and private dashboards show users what tasks they have to finish and track progress on to-dos. These tools are efficiency boosters for any small business.

A company contact center creates a full new list of must-haves. call routing, agent queueing, inbound calls, and outbound dialers increase agent productivity and client satisfaction. Also, check that any VoIP solution you think about provides reporting and analytics capabilities. That way you’ll track progress and measure success.

Functionality

The final thing you would like is for your system to go down so you can’t communicate along with your employees or customers. Reliability is vital. Search for a supplier with an evidenced track record of reliability. As a result of MiCloud Connect is constructed on Google Cloud, it delivers exceptional quality, reliability and security, therefore, you have got one less issue to fret about at night.

Another must is the ability to integrate with existing systems – simply. If you’re like most small business owners, you don’t have time or cash to waste on technological integration projects. you only would like it to happen, and quickly. Define your integration wants, whether or not you’re using Outlook, G Suite, Salesforce, another CRM, or all of the above. Knowing your needs upfront can assist you to eliminate providers that don’t offer the capabilities you would like.

Pricing

Especially for small businesses, a VoIP phone solution needs to be affordable. Luckily, there are a variety of powerful nonetheless affordable choices offered. Some solutions provide a mix and match pricing. you’ll take the features your users would like and easily change them as demands evolve. That way, you pay just for what you need.

Another thing to look for is pricing flexibility. as an example, at the start, you’ll only like conferencing and collaboration for a small group. As your team grows, you’ll need to expand your service to support larger groups. A scalable solution keeps your budget under control while still providing the communications tools your team needs for success regularly.

Regardless of cost, the system ought to be simple to shop for. Your time is valuable, therefore purchasing ought to be painless and hassle-free.

Easy To Implement And Use

Finally, the system needs to be straightforward to set up and intuitive. MiCloud Connect’s plug-and-play functionality, as an example, ensures a smooth transition that imposes the least disruption on your business. Whereas change might not be one thing you or your employees love, an easy interface that gives single-click functionality, seamless experience across devices, and real-time management can have everybody up and running in no time with the least training. Trust us when we say nobody will miss the outdated system that slowed them down and made daily tasks tougher.

To grow, small businesses need communications tools that deliver the largest bang for the buck. a strong and innovative business VoIP phone system, one that’s simple to buy and easy to install and use, hits the bullseye. Catapult your small business into the black by increasing productivity and operational efficiency without breaking the bank.

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Mitel: VoIP Phones Give Your Employees More Independence at Work

MEC Digital — Thu, 11 Jul 2019 05:57:12 +0000

Let’s take a more in-depth look at how VoIP phones can have your employees celebrating their independence at work…every day.

What Independence means to your employees

First, we should define what independence truly means to your employees within the context of their work life. After all, you can’t provide employees what they want if you don’t totally perceive what that is. And as it seems, statistics show several business owners and managers aren’t delivering on employee expectations in this respect.

For example, a recent HBR study identified a “flexibility gap,” where a large 96 % of employees aforementioned they need the flexibility to try and do their job, however, less than half (47 percent) aforementioned they really have it.

What do they mean by “flexibility?” The study breaks it down into six categories:

Unconventional hours and shifts: an employee might want to work an earlier or a later shift to avoid rush hour or be available for his or her family.
Micro-adjustments in hours: individuals may have to leave work early for his or her daughter’s dance recital and need to make up those hours later that night or over the weekend.
Location changes: employees want to be able to move from one location to a different without interrupting their ability to work.
Remote working: workers want to work at home and different off-site locations with ease.
Few to no travel requirements: whereas some individuals like to travel for pleasure, the study found that less is best when it involves work.
Part-time work: the chance to work during a reduced capacity provides workers the liberty to spend more time with their family or pursue different interests.

A VoIP phone system is a straightforward nonetheless powerful way to support all of those necessities, delivering your workers the liberty they demand. Flexibility becomes the norm once your communications solution permit workers to seamlessly move from desktop to mobile and to possess a single experience no matter device, location, and network. Flex hours, remote working and therefore the transition from one workspace to a different all happen effortlessly, with zero interruption in workflow. And, a VoIP phone’s collaboration tools keep travel requirements—and costs—to a minimum, while not sacrificing quality or productivity.

How To Grant Independence With A VoIP Phone

Now that you simply perceive what your employees need, let’s get into the nitty-gritty about how a VoIP phone delivers independence and flexibility.

A smartphone mobile application provides workers access to in-office functionality regardless of wherever they’re. Whether or not they’re driving to a client meeting, visiting a supplier, or leaving work early to attend their son’s ball game, employees still have access to any or all communications tools and applications.

A mobile-first design that supports each iOS and android, like MiCloud Connect, lets workers begin calls with only one click. With CRM integrated, they even have instant access to any or all the client information they have to possess a productive decision. Thanks to Siri integration and Bluetooth support, they’ll conjointly get pleasure from a hands-free experience. Work doesn’t get to any extent further unbound than that!

A frictionless experience means that workers will begin a conversation on one device and seamlessly continue it on another one, empowering them to maneuver simply between the workplace, client sites, and home. Another plus? Workers will text co-workers from their business line with SMS.

Why A VoIP Phone Fosters Collaboration And Productivity

You might think that giving your workers an excessive amount of freedom may be an unhealthy thing. However, once it involves a VoIP phone solution, we predict you’ll notice the opposite is true. A similar system that lets workers work from any place conjointly makes it easier than ever for them to work together.

A single, unified experience across devices creates longer productive and strategic work since workers spend less time switching between applications and sorting out info. Individual and group chats, together with persistent workspaces, foster collaboration, regardless of whether or not employees are within the same physical location. Will work remotely from his beach house, sharing files and comments with Renee, who’s in her home office.

Advanced VoIP phone systems even permit workers to form, share and track tasks for organizing projects. A personal dashboard, like that in Mitel cooperation, shows workers specifically what has to be done and when. If queries arise, ad hoc conferencing helps them get answers quickly.

How VoIP Phones benefit The C-Suite

As for business owners and executives, well, they’re not left out of the liberty party either. Additionally, to any or all of the benefits we’ve checked out, the C-suite and managers gain freedom from worry. Plug-and-play functionality means that organizations will build a seamless transition to a VoIP phone system, and as their desires change, they need the flexibility to feature or take away practicality in real-time. Further, VoIP phones need very little to no training, which implies your workforce stays on task and productivity goes up.

Finally, there’s no need to worry regarding outages with solutions like MiCloud Connect, which is constructed on Google Cloud. You’ll rest assured that your VoIP phone solution is reliable and secure.

The bottom line: VoIP phones not solely provide workers and executives independence, they free up time, increase productivity and foster collaboration.

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Mitel: 5 Steps to Elevate your Contact Center with Contextual Intelligence

MEC Digital — Tue, 02 Jul 2019 02:57:34 +0000

Contextual communication is the next step up from omnichannel capabilities within the contact center. First, optimize customer service for mobility. Then, digest what’s being said on social media and hear conversations customers normally have on mobile apps using Apple Business Chat, Facebook Messenger, Snapchat, Instagram, or Twitter. Next, use this valuable intelligence by putting it into context for the customer.

The challenge is that the majority of contact centers are reactive. Somebody reaches out to the contact center, and an employee looks up info to resolve their specific inquiry, however, no account is taken of contextual factors that predetermine the end result.

Five Steps To Contextual Customer Service

It’s time to maneuver away from reactive customer service and leverage your data within the following ways:

1. Be contextual

Take data and apply intelligence to that. give employees the context of why a customer is contacting you in the first place. If a customer has spent the last half-hour with technical support without success, make this info available to organize the employee. A greeting that reflects the fellow feeling, such as, “Hi Joe, I understand you’ve been talking to tech support, however, it looks like you still haven’t got the solution you wish, therefore let me help you” can go a long way toward calming probably inflammatory interactions.

2. Be suggestive

Use the data you have already got to recommend certain kinds of interaction with customers. for instance, seeing that a customer has searched for new cars on your website, then left to look at another brand is a great chance to reel them back in with a response like, “I see you’ve had a problem with your current car. Can we assist you by putting you on a special trade-in program with a three-year free warranty?”

3. Be preemptive

Based on previous interactions, you’ll verify a customer’s preferred communication technique and preempt the way to deal with them the next time around. For example: “Would you prefer me to present you a call at the following number?”

4. Be predictive

You know a customer has bought a pair of shoes from your fashion department, however, did you recognize they also purchased a sofa from homewares? Certify your data and processes are consistent and sufficiently integrated to facilitate joined-up customer responses, together with the opportunity to cross-sell and up-sell different products and services.

5. Contextualize the workforce

Contextualize the workforce by deploying the newest cloud workforce management (WFM) solutions. Use them to make a go-to place for all of your talents and resources and establish the employees who have the very best levels of emotional intelligence to feature context and real value to customer interactions. Offer employees real-time help with unified systems that permit them to visualize when expert assistance is available across the organization, then maximize WFM data to make sure the customer places through to the proper employee, right away.

If you modify the reactive to contextual, suggestive, preemptive, and predictive, you gain bigger control and each employee and customers benefit from a superior experience. Consider contextual the new, supercharged omnichannel.

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