Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s exactly what happened when I realized that bandwidth could be your customer experience advantage.
Can bandwidth be your customer experience advantage? Click to Tweet
I got the chance to see something old in an entirely new perspective when I met up with Jason Sommerset from Bandwidth (the company) at Call Center Week.
Watch @JasonSommerset of @bandwidth discuss getting a customer experience advantage. Click to Tweet
Somethings you can never guess because they’re unknown to you. In other words, you can’t guess what you don’t know. And it never occurred to me how bandwidth could be used to better connect the customer to a company.
Sure, I was aware of the use of Caller ID to identify customers, but this is old-think. We now have a very different opportunity with greater possibilities. Because of CPaaS (Communications Platform as a Service).
Are you mobile-first ready?
The world is becoming mobile first. So, organizations need their communications and networking systems to support their mobile-first world. Old carrier networks that merely support voice traffic, can’t support mobile-first.
By not having communications that can support mobile-first, organizations prohibit their customers and employees from switching between applications easily. Have you found yourself needing to cut and paste data, or jump to a different communication method, or get out of an app, in order to solve problems or be served?
Then you know what CPaaS can help to correct.
CPaaS enables organizations to fix this problem and allows them to meet the realtime communication needs of today’s world.
What used to happen
To meet their requirements in the past, organizations built premise-based communications platforms to deliver the functionality that bridged various communication channels.
But that was only reserved for large organizations because the development process was long and expensive. It was both capital and labor intensive. It also then required ongoing support, development, and maintenance.
With CPaaS all of this has changed. And because of this, the CPaaS market is expected to skyrocket over the next several years from a multi-million-dollar industry to a multi-billion-dollar industry.
Doing Digital Transformation
The speed of business continues to accelerate. Digital transformation is a top priority for Chief Information Officers. Organizations must figure out how to be smarter, stronger, and faster than their competitors. And they must be customer-focused in the process. If not, they will be diminished or eliminated from the market.
This is one of the reasons for the explosion of cloud-everything. The speed and agility needs of today must be paced or you’ll be left behind.
“Speed and agility needs of today must be paced or you’ll be left behind.” Click to Tweet
Beyond a Commodity
“How many cents-per-minute”, can no longer be your mindset. You now have to think about communications moving “into” software and across multiple communication methods. You also need to think about machine-to-machine communication (M2M). And how that may prompt or support a human-to-human interaction.
“How many cents-per-minute”, can no longer be your mindset. Click to Tweet
Seer of new things
So, do you now see new possibilities to improve the customer-experience? If not, can you at least identify where you are complicating the customer and employee experience by not bridging the network and communications gap?
That’s where you are disadvantaged. Hopefully, now you can see where bandwidth can become your customer experience advantage.
If you can’t see it yet, contact Jason at: jsommerset [at] bandwidth.com
Some contact center tech terms to know
CPaaS: Communications Platform as a Service. A CPaaS is a cloud-based platform that enables developers to add real-time communications features (voice, video, and messaging) in their own applications without needing to build backend infrastructure and interfaces. Source: TechTarget
RTC: Real-time communications (RTC) is a term used to refer to any live telecommunications that occur without transmission delays. RTC is nearly instant with minimal latency. RTC data and messages are not stored between transmission and reception. RTC is generally a peer-to-peer, rather than broadcasting or multicasting, transmission. Source: Techopedia
Machine-to-machine: M2M is a broad label that can be used to describe any technology that enables networked devices to exchange information and perform actions without the manual assistance of humans. Source: TechTarget
Bandwidth’s solutions are shaping the future of how we connect—with voice and messaging for mobile apps and large-scale enterprise level solutions. At the core of Bandwidth’s business-grade CPaaS offering are communication APIs that allow companies to launch and scale next generation apps and solutions using the nation’s largest VoIP network. Bandwidth’s APIs provide easy access to phone numbers, voice calling, messaging and 9-1-1 emergency services, all built atop Bandwidth’s own nationwide network. Source: https://www.bandwidth.com/
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.