Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings:
- The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.
- Difficulties are driven by the ability (or lack of) to quickly and effectively solve customer issues: Only 52% of contacts were resolved on the first contact and a third could not successfully self-serve through the IVR system.
- Millennials have higher expectations for service than those 45+ perhaps largely due to their sense of immediacy and highly digital, multi-modal nature.
Bottom line: The CCSI news isn’t good regarding contact centers’ ability to deliver an excellent experience. And that results in reduced revenues for your business as customers go elsewhere to satisfy their needs.
From our point of view … the timing couldn’t be better. Here’s why: Avaya Oceana just went generally available.
As long-time leaders in customer experience technologies, we know there are two critical points of opposition underlying the findings of the recent CCSI report. One is that consumer technologies and customer expectations change at an ever-increasing pace—even more so for millennials—your next generation of disposable income. This change is so rapid that some business technologies can be nearly obsolete before fully implemented. Second, because of this rapid pace of change, enterprises often hesitate to commit to new technologies that may disrupt a precariously-built, but functional operation—many of which resemble a Jenga stack whereby if one piece is touched the whole shebang comes tumbling down.
There’s a third factor that’s worth mentioning: traditional contact center technologies have been rigid, highly complex solutions, making changes to deployed systems difficult at best. Over time, what may be left as a result are ancient artifacts of routing patterns, complex integrations, and more that—at minimum—slow responses to potentially already frustrated customers.
Avaya Oceana to the rescue! Oceana simplifies that with a flexible, software-based solution that can negate those opposing forces. Suddenly, aligning customer needs and business strategies is as easy as drag and drop, so changes can be made without the traditional hold-your-breath-and-see-what-happens approach that causes migraines and drives significant resource requirements. The easy-to-use, self-adjusting system knows how—and in many cases, why—the customer is reaching out, managing proactive, self service and assisted service as a single thread.
Intelligence gleaned via Oceanalytics can be automatically applied and visually reported to those who need to know, who can also make immediate changes in the workflow pattern without esoteric programming requirements.
What’s more? Since Avaya Oceana is built on Avaya Breeze™ Platform, companies have massive flexibility to quickly customize their approach to customer experience—again with simplicity and ease through the development tools or pre-made Snap-ins from the Avaya Snapp Store.
The end game? To deliver the best experience possible every time in the course of a transaction or in the relationship overall.
While much of the magic of Oceana is behind the scenes, essentially, the solution enables companies to fully realize the omnichannel experience that many talk about and few truly deliver.
Experience is everything—Avaya Oceana enables proactive, persistent, contextual highly personalized experiences. The kind of experience even a millennial could love.
Watch the Avaya Oceana video.