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The New Customer Service Technology Landscape

Customer Service practitioners are experiencing a pivotal change in the landscape of service delivery. For those who can rapidly recognise and harness these new developments it will provide the opportunity to gain a competitive advantage for their business.

This tipping point is precipitated by the voice technology that is undergoing its greatest change since the invention of the telephone in 1889. The new IP based systems dramatically reduce the complexity and effort required to design, implement and manage these voice systems as compared to previous generations. It opens up enormous potential, and all this with, believe it or not, a reduced cost of ownership.

Some leading companies have already taken advantage of this and are starting to reap benefits that were previously impossible to gain at a realistic cost and risk. These companies are reallocating the resources that were once required to implement and manage the systems to the design and deployment of systems based applications that deliver real business value.

The quality of the services delivered has now been unshackled from the technology systems. The days of labouring over the business case to cost justify the purchase and ongoing management of systems and contain the risk of implementation are now in the past.

The two key factors that drive these changes are:

  • the IP architecture voice now rides the same network as the data
  • the centralisation element of the systems in the Virtualisation architecture dramatically simplifies design implementation and management,

Thus eliminating, or dramatically reducing the hurdles of the old generation architectures.

Now the question is not what system to use, but how to use it and where the resources should be utilised. The mantra of making all information available on any device from anywhere and at anytime in a personalised fashion is now a genuine reality.

Companies can now realistically and practically provide effective services with the added prospect that their customers will get pleasure from using them.

The signature of this new architecture is simplicity and flexibility. This agility allows a previously unattainable speed in implementing new functions to adjust to changes that occur in the marketplace.

Members of the Lorem team have been involved with Customer Management technologies since their inception in the early 1980’s. Contact us and we will provide you with an understanding of how our experts can assist you in making the best use of technology to provide the most appropriate service to your customers at the the most cost effective level.

 
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