Lessons from Brexit on Contact Centre Integration

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BrexitBrexit means Brexit, we’re told. While it’s easy to sum up the British exit from the European Union in a firm phrase, no matter how many times it’s said aloud the prolonged uncertainty is having an impact on financial markets around the world. Each new development and the resulting fluctuations in currency and confidence put more. Some economists around the globe and their suggested vote against Britain remaining in the union may have a negative impact on finances both in Britain and the European Union.

Politics aside, just focusing on the financial benefits of integration, we can draw some parallels with the benefits of native integration of critical contact centre capabilities into your customer experience platform.

The recent Gartner report titled Disruption Ahead for the Customer Engagement Centre Workforce Optimisation Market discusses using workforce optimisation solutions that are natively integrated, or developed specifically to be integrated with, your customer experience platform.  According to the Gartner report, The addition of viable workforce optimisation (WFO) functionality to the portfolios of contact centre infrastructure (CCI) vendors will simplify integration and vendor management, and reduce total cost of ownership, for organisations seeking to enhance their customer engagement capabilities.”

We believe the benefits of integration described by Gartner in that report are especially important when it comes to mission-critical contact centre capabilities such as interaction recording. Examples of such challenges include:

  • Lost Calls―calls that were supposed to be recorded, but weren’t, which can result in substantial fines for organisations required by law to record 100% of calls.
  • Lack of Metadata―insufficient data about recorded interactions, which makes it difficult for end users to find specific types of interactions for quality evaluation or dispute resolution.
  • No End-to-End Recording―third-party recording systems generally capture and measure individual transferred calls as multiple distinct calls, making it difficult to capture data that permits evaluation of agent performance and the end-to-end customer experience.
  • High Total Cost of Ownership (TCO) ― third-party recording systems require additional hardware and software, which require ongoing maintenance and support and increase your total cost of ownership.

Luckily, integrating your customer experience platform with related software like recording is not nearly as difficult as achieving the economic and political integration of the countries comprising the European Union. In the former situation, Genesys does the hard work for you by offering natively integrated contact centre infrastructure and workforce optimisation capabilities.  In addition, the benefits of this type of integration are not nearly as contentious!

Ping An, the second largest insurance company in China, is an excellent example of a company that has experienced these benefits first-hand.  The Director of IT at Ping An summarised the benefits well when he said, “Ping An is required by law to record every single customer interaction, 100%. Therefore, we must have an extremely reliable interaction recording system.  We have been using Genesys Interaction Recording since 2014 and we have never lost a single call.”

To learn more about the benefits of using interaction recording that is natively integrated into your customer experience platform, have a look at the at our Interaction Recording services.

Note: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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About Sean Murphy

Sean Murphy has over 13 years of experience in the Analytics domain. Sean currently leads Product Marketing for Interaction Analytics at Genesys. Sean led Marketing at UTOPY, the Speech Analytics pioneer, for 4 ½ years before UTOPY was acquired by Genesys in early 2013. Sean holds an MBA in International Management from the Thunderbird School of Global Management and a BA in International Affairs from the University of Colorado.