To The CSM

To the Customer Service Manager (CSM)

Whether a customer, citizen, patient, student, or employee—individuals are using new technologies to innovate within their workplaces and communities. They are rapidly adopting Web 2.0 technologies, such as social networking, peer-to-peer collaboration, blogs, wikis, and multimedia content for mobile devices. They are growing accustomed to having a personalized experience. And they are asking, “Why can’t I use these same tools at work?” Enterprises are challenged to deliver new tools and capabilities that meet the expectations of their empowered users, while simultaneously coping with the growing technology complexity, support, security, and compliance issues associated with them.

The Implications for Businesses

Blue Violet Networks and many other businesses are addressing these three trends in ways that result in fundamental business transformations:

• Empowered users expect to be able to collaborate easily and with a highly personalized experience. Businesses are unlocking employee potential and driving true customer intimacy by enabling collaboration among—and between—employees, partners, and customers.
• A primary reason for many companies’ virtualization initiatives is the need to provide applications and individuals with shared real-time, contextual information, workspaces, and expertise. Virtualized applications can play an integral role in driving true customer intimacy and distancing the business from its competitors by improving the frequency, timeliness, and quality of interactions and by enabling greater speed and scale.
• Finally, businesses are striving to globalize and become truly borderless enterprises by using their networks to link locations, people, and information in ways that maximize agility and promote new opportunities.

Improved Customer Service

With Unified Communications in your call center, you can proactively connect customers worldwide with the information and expertise they need, when they need it. The addition of presence and video support lets you quickly connect callers with subject matter experts, regardless of where they’re located throughout the enterprise.