The European Contact Center and Customer Service Awards (ECCCSA) has just announced its 2016 shortlist, and Now Interact is proud to be on the list. Twice.
Well known as having one of the most robust, and well respected, judging panels, the ECCCSAs celebrate the very best in European contact center innovation. Industry-agnostic, the awards focus on finding the very best examples of companies working to improve the customer experience, increase sales and establish new standards.
The Now Interact platform has been recognized within the Innovation in Customer Service category, and our work with leading insurer Centraal Beheer has been shortlisted for Best Multi-Channel Customer Service.
The success of Now Interact lies in the use of Predictive Intelligence to understand why each visitor is on a website, and personalize the contact channel visibility to increase sales and improve customer experience.
Best Multi-Channel Customer Service
Centraal Beheer has long been heralded for its desire to offer all of customers a contact channel treatment that will actively help them to fulfil their online journey. The firm is always hungry to establish a better connection with its wide range of customers.
With Now Interact’s Personalized Contact Channel solution, Centraal Beheer is able to be incredibly targeted with the way that it offers contact channels. Now, service contacts are encouraged to use the FAQ before calling in, high-value customers who would abandon online without offline assistance are offered a call-back dialogue, and SME contacts who require a far more personalized service are offered video chat.
All of this is done in a way that intuitively increases profitability, improves the customer service and reduces the cost-to-serve of every single contact channel.
Innovation in Customer Service
The technology that powers the personalization of contact channel visibility for Centraal Beheer, as well as all of Now Interact’s diverse range of 50+ clients, is the primary reason that Now Interact has also been nominated in the Innovation in Customer Service category.
Now Interact’s Personalized Contact Channels solution uses machine-learning algorithms to collect data from a company’s website that identifies different customer types. This data is then segmented before automatically determining which contact channel should be visible to each visitor.
The Predictive Intelligence-led technology is able to unambiguously identify why each individual user is online, and responds appropriately every single time. This means that abandonment levels decrease, with experience and profitability metrics increasing.
And with Now Interact’s SiteVision platform, advisors in the call center have access to more information about callers from online than ever before. They have insight into why the caller was online before they’re even connected on a call, as well as a real-time view of the caller’s continuing online journey.
Enabling data-science driven conversations
Now Interact’s nominations are a clear vote of confidence in the veracity and strength of machine-learning contact channel solutions. The ECCCSAs have recognized the importance of intelligence-led solutions in delivering a customer experience that actually matches consumer needs.
The winners will be announced in London on the 21st November. Whichever way the judges eventually decide to vote, we’re thrilled that they have chosen to recognize Now Interact’s class-leading work with two nominations.