Customer personalization has long been within the remit of organizations’ marketing departments which, despite doing so at scale, try to make new and existing customers feel that offers and products are tailored specifically for them.
Moving beyond the mass-production model employed historically in many contact centers, customer personalization has recently become of great interest to businesses looking to improve their customer experience within the contact center and other service channels.
By doing so, businesses aim to extend the positive reach of the brand beyond the original marketing touch points, keeping customers positively engaged and turning them into loyal, long-term advocates for the organization
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Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.