Make it Easy. Make it Intuitive
The contact center is now more important than ever for media organizations, it is the “face of the company” for subscribers, contributors, analysts and pundits. Publishers know that keeping them engaged throughout the customer experience and delivering the service they expect, via self-service or live agents, is the key to nurturing, and extending that relationship.
Providing the personalized services that callers expect requires increasingly advanced technology, yet publishers are simultaneously facing financial challenges. Fortunately, cloud-based technologies have proven to be very cost-effective, enabling organizations using them to be agile and flexible in meeting ever changing business realities, while helping free up IT departments.
From the traditional DTMF IVR to advanced voice recognition and Conversational AI-powered IVRs interacting across today’s most popular digital channels, media companies can provide the same service levels as the consumer-focused, non-media companies they’re being compared to.
Opex Flexibility Beats Relying on Capital Investment
Within the Media industry, communications and collaboration requirements were relatively basic for many years. But the new realities of ‘always on’ communications and today’s interconnected world have transformed those expectations. New digital and cloud-based technologies – available as expense line items – reduce the need for capital budgets, eliminate maintenance and upgrade expenses, and ensure there are no surprises with product obsolescence, upgrade issues, system downtime, or major outages. As an added benefit, business continuity capabilities are embedded by-design within cloud-based services, which ensures that media organizations can maintain communications whenever they need to, regardless of the situation at hand.
By continuously working towards maintaining higher levels of responsiveness, improving communications and collaboration while benefiting from the increased flexibility that digital technology provides, makes the investment in digital technologies a key operational and customer engagement strategy win.