Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call center, mobile devices or social media. Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys. Download this eBook. Learn how to: Design customer journeys that are effortless, proactive and personalized Improve customer experience with journey maps Visualize and deliver exceptional customer experiences
A Multi-Company Cost Savings and Business Value Analysis for Enterprises The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution. Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits: 50% reduction in customer abandonment at key points in the customer journey 12.5% improvement in agent handle time $20M+ reduction in infrastructure costs
The biggest challenge for contact centres today is to see omnichannel customer interactions the same way customers do – as one conversation. Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touchpoints can develop a significant competitive advantage, reduce customer churn and increase profit. Download this eBook to learn: 6 Best Practices to help you design and deliver omnichannel CX How to do the gap analysis between current and future state journeys Implementing your new customer journey
Most contact center implementations today deploy siloed interaction channels (for voice, chat, email, web, social or mobile) where each customer interaction is typically managed in isolation. This fragmented approach to customer engagement commonly results in customer frustration, missed sales opportunities and reduced operational efficiency. Read this eBook to learn: How a single platform can help you orchestrate omnichannel customer journeys How to modernize your contact center, increase workforce quality and efficiency and deliver personalized customer experiences 5 Capabilities to look for in a Customer Experience Platform
Be relevant for the future by becoming a multilingual contact center businessOn October 25th, 2016 speakers, Wade Wiant of Mediu and Jeff Chase of iTerpret held an educational webinar to introduce new ADA requirements and teach how effective communication is not just the law, it’s good business.Download the webinar recording below to learn:What things to consider when implementing language servicesHow to implement language services in your contact centerMaking sure your business is compliant with new ADA requirementsFill out the form to view the Webinar Recording. Your Host: Wade Wiant Wade Wiant is the Vice President of Sales and Channels at Mediu. As a 20-year enterprise sales and channels veteran in the software and services space, Wade has worked extensively to build, maintain and refresh partner programs at companies like IBM, Qlik, Sybase (Oracle) and most recently as Director of North American Business Development for SoftwareAG. Speaker: Jeff Chase Jeff is the National Sales Director for iTerpret and joined the company soon after its launch. Jeff has over 30 years of sales and sales management experience in communications, employee benefits and healthcare analysis. He craves the opportunity to create new solutions for challenges and believes that anything is possible when people don’t care […]
Are you struggling with how to implement an impactful VoC program? On August 24th, 2016 Speakers, Wade Wiant of Mediu & Kevin Stewart of CentraCX held an educational webinar: Implementing and effective Voice of the Customer (VoC) program takes careful consideration and a strategic framework before you start asking your customers for their opinion (good or bad). This webinar will help you identify the markers in you VoC program, and will explain some of the things you need consider on this VoC journey. Here is what you will learn. Linking outcomes to your business strategy Defining success measures to create a vision Measuring and testing using a customer survey Using feedback to drive change Your Host: Wade WiantWade Wiant is the Vice President of Sales and Channels at Mediu. As a 20-year enterprise sales and channels veteran in the software and services space, Wade has worked extensively to build, maintain and refresh partner programs at companies like IBM, Qlik, Sybase (Oracle) and most recently as Director of North American Business Development for SoftwareAG. Speaker: Kevin Stewart CentraCX’s North American VP Sales and Operations, will be guiding you through on a step by step basis, the key points to implement a successful VoC program.
Customer Founded in 1997 and headquartered in Burlington, MA, Endurance International Group (EIG) is a technology services provider and conglomerate of web hosting companies for small businesses. Currently, it is used by more than three million subscribers globally. Business Challenge EIG’s business is dependent upon its contact center representatives to respond to important client demands. Each time EIG acquires a new company, it inherits a new set of technologies, including contact center technology. The web hosting company identified an opportunity to improve the effectiveness and efficiency of its network of contact centers, reduce all-too-common outages, and create a consistent enterprise class system by exploring new software and services. EIG sought to replace their current system with one that would provide their brands with unique functionality specific to the way they do business, while still providing a single platform. EIG also sought to add 900 seats to one of their contact centers. Solution Mediu recommended the Genesys CX Platform to provide an integrated enterprise-wide pure SIP environment that seamlessly routes blended multiple interaction types for both inbound and outbound communications. Globally located remote contact centers for new brands can be added to the platform without investing in more infrastructure. These innovative […]
Learn how businesses have achieved rapid IVR and personalization to improve their customer experience. On April 26th, 2016 speakers, Wade Wiant of Mediu and Brendan McCarthy of Genesys held an educational webinar that will provide businesses with insight on the benefits of speeding up their IVR process as well as tailoring it to their needs and wants to improve customer experience. In addition, attendees will hear several client success stories, and some of the achievements discussed will surround: Making improvements without interruption Decreasing call volume Decreasing time Cost savings Fill out the form to view the Webinar Recording. Speaker: Brendan McCarthy Brendan joined Genesys from SpeechStorm where he was the VP of Operations and a founder of SpeechStorm. He helped drive the vision and growth of the company in delivering Personalized IVR as a key element of creating an exceptional customer experience. Brendan holds a Master of Arts and Bachelor of Arts in Economics from University College, Dublin. Speaker: Wade Wiant Wade Wiant is the Vice President of Sales and Channels at Mediu. As a 20-year enterprise sales and channels veteran in the software and services space, Wade has worked extensively to build, maintain and refresh partner programs at companies like […]
What characteristics will contact centers have in 2020? On January 26, 2016 speaker Wade Wiant of Mediu held an educational webinar to address how you can stay ahead of the curve to guarantee your company is maintaining an innovative and profitable strategy. This education webinar will share on what your customer contact center should look like in 2020. Mediu, a leader in the contact center consultation industry, will explore the following: How contact center practices will evolve by 2020 Which practices/solutions will no longer be popular What can you do to keep your customer experience superior to your competitors When to start planning and taking action Fill out the form to view the Webinar Recording and download the Webinar Presentation. Speaker: Wade Wiant Wade Wiant is the Vice President of Sales and Channels at Mediu. As a 20-year enterprise sales and channels veteran in the software and services space, Wade has worked extensively to build, maintain and refresh partner programs at companies like IBM, Qlik, Sybase (Oracle) and most recently as Director of North American Business Development for SoftwareAG. Wade’s enterprise software sales experience has spanned solutions in the reporting and analytics market as well as the systems integration space.
Customers engage with companies in multi-channel and cross-channel journeys, pausing them and resuming them over time. Most companies today support multi-channel customer engagement. They support many channels: voice, email, chat; but they typically cannot support multiple channels simultaneously within a single interaction. Read More >>