The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email.
Published By: Genesys
Published Date: Jan 24, 2013
This whitepaper discusses a deeper logic to multichannel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
Published By: Genesys
Published Date: Apr 25, 2013
This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
The new integration demands of cloud, mobile, API and IoT technologies require a unified approach to integration that spans multiple integration channels. As the volume, variety, and velocity of data increases it is becoming more important to maintain effective communication among all elements of the architecture.
Planning your cloud, hybrid, and on-premises integration needs? This free e-book will show you how the Oracle Cloud Platform for Integration can help you extend what is possible.
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
Published By: GuideSpark
Published Date: Aug 02, 2018
Only 52 percent of employees understand their benefits, and likely more are unaware of all the
options available. Engaging with them during this process has never been more important. These five best practices can help.
In many enterprises, marketing is a multichannel effort that
includes a wide range of touch points. The touch points
range from websites and email promotions to traditional print
advertising, postal mail, and broadcast, and direct sales by phone and in-person sales teams. But too often, each channel works independently, accountable to its own objectives, unaware of the efforts and results made within other marketing channels. As a result, call centers speak to customers without knowing the
offers the customers previously accepted or rejected. In addition,
emails launch without reference to online promotions and
websites present messages that disregard their visitors’ previous contact history.
This report looks at customers’ and businesses’ attitudes toward usage of multichannel interactions, and identifies the issues and potential pitfalls that businesses will face when trying to improve the customer communications across channels.
Looking for expert advice on social media and its impact on the multichannel contact center but don't have access to an analyst firm to get the insight you need? This is your chance to gain that insight, free of charge.
Does your organization have one corporate identity and a network of local affiliates? This report from Gleanster Research outlines how Top Performing organizations power regional and local multi-channel marketing communications to deliver a cohesive customer experience across corporate and local marketing engagement.
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.