Friday, 9 January 2015


Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper connected environment laced with multiple customer touch points. A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise.

  • Businesses should assess their customer service requirements to understand how adding more real-time customer information to the process, in the form of fraud prevention, authentication, compliance applications as well as big data and analytics, may enhance sales, customer service and customer retention. For many organizations, historical analysis of data and basic customer profiles may suffice and little value may be added by enhancing their service levels with real-time solutions given the added cost. For others, real-time sophistication may be required to gain or maintain a competitive advantage in the marketplace.
  •  Potential buyers of advanced, real-time customer service applications should ensure that their channel(s) of choice are well-trained and certified to assist in the planning, purchase and implementation of such services, which may require a broad perspective of technology, security, privacy and legal matters that pertain to such systems. References from other purchasers should be solicited and verified.
  • Users may require additional professional services and/or in-house staff to implement advanced customer authentication technologies beyond resources already available within their organizations. This could substantially increase contact center operating costs that may not be recovered by the economic benefits offered by the new services. Therefore, a business case analysis should be developed prior to implementation of these services by each prospect.

URS Systems implement a customer and channel education program to introduce the benefits of real-time applications to customer service executives across vertical markets which have a proclivity to require high levels of analytical speed and efficiency in their centers. URS Systems also set up training for channel participants selling into these verticals.

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