Compliance can also be achieved through the support of industry standards such as VoiceXML, CCXML, Web Services and State Chart XML to create sophisticated voice and visual IVR applications. Meanwhile, the seamless integration capabilities of a solution would allow a business to easily access customer service solutions, existing business logic, back-end applications, and enterprise-wide customer data repositories.
All these contribute to personalising the customer experience through increased automation, while providing seamless transfers from self-service to live agent when necessary.
Migrating for the Future
The Chinese consumer, like those all over the world, continues to expect good customer service and equally good value for money. This further underscores the need for Chinese companies to revisit the basics of their customer service programmes and determine if they are delivering the satisfying experiences to drive customer acquisition and retention.
As part of a sustainable customer acquisition business strategy, these companies should also evaluate the necessity for a migration to more intelligent platforms that will "future proof" the contact centre. By arming themselves with the capabilities to address customer demand through a personalised, unified multimodal experience, businesses will then be able to use open standards to meet modern customer demands while ensuring lowering operational costs for their contact centre.
Benjamin Hart is managing director for relationship technology management in Asia Pacific, Convergys.
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