Hidden costs of complexity

Hidden costs of complexity
Hidden costs of complexity2018-06-11T01:34:22+11:00

[av_one_full first min_height=” vertical_alignment=” space=” custom_margin=” margin=’0px’ padding=’0px’ border=” border_color=” radius=’0px’ background_color=” src=” background_position=’top left’ background_repeat=’no-repeat’ animation=” mobile_display=”][/av_one_full]

[av_one_full first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_heading tag=’h2′ padding=’0′ heading=’Hidden Costs of Complexity’ color=” style=’blockquote modern-quote’ custom_font=” size=” subheading_active=” subheading_size=’15’ custom_class=”][/av_heading]

[av_hr class=’custom’ height=’50’ shadow=’no-shadow’ position=’left’ custom_border=’av-border-fat’ custom_width=’50px’ custom_border_color=’#efbb20′ custom_margin_top=’10px’ custom_margin_bottom=’10px’ icon_select=’no’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’]

[av_textblock size=” font_color=” color=”]
We’ve known for some time that complexity in the contact centre has a significant impact on how organizations address and support the customer experience – and, ultimately can hurt the bottom line.

That said, we were alarmed to learn that approximately 14% of agent time with the customer is wasted by spending time looking for information on a customer, according to recent research from Aberdeen.

We know organizations are struggling to regain control over their contact centres, their agent experiences and ultimately, what their customers experience. For that reason, we explored a variety of resources across the industry to get a better idea of what the current concerns are across the contact centre industry regarding technical complexity.

The infographic below, “Contact Centers Want a Single Technology Vendor,” is based on the Serenova team’s evaluation of a series of key research pieces from leading sources including Aberdeen, Deloitte and CFI Group. Our findings show, in part, that analysts agree that the solution may be in adopting open-API cloud contact centre platforms that can integrate all tools into a unified environment. It aims to measure what is the foremost concern amongst cloud contact centre adopters and the source of their demand for cloud solutions.

And, importantly, we provide a breakdown of what a single vendor’s technology stack should look like, according to DMG Consulting’s recent research, “What End Users Want from Their Cloud-Based Contact Center Infrastructure.”
[/av_textblock]
[/av_one_full]

[av_one_third first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_image src=’https://cloudwave.com.au/wp-content/uploads/2018/06/Serenova-complexity-orig.png’ attachment=’1002′ attachment_size=’full’ align=’center’ styling=” hover=” link=” target=” caption=” font_size=” appearance=” overlay_opacity=’0.4′ overlay_color=’#000000′ overlay_text_color=’#ffffff’ animation=’no-animation’][/av_image]

[av_hr class=’custom’ height=’50’ shadow=’no-shadow’ position=’left’ custom_border=’av-border-fat’ custom_width=’50px’ custom_border_color=’#efbb20′ custom_margin_top=’10px’ custom_margin_bottom=’10px’ icon_select=’no’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’]
[/av_one_third]

[av_one_third min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_textblock size=” font_color=” color=”]
Explore the full infographic below and let us know if there is anything that surprised you, or click the button to request a demo.
[/av_textblock]
[/av_one_third]

[av_one_third min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Request a Demo’ link=’manually,Michael@cloudwave.com.au?Subject=Request%20a%20demo’ link_target=” size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue805′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_third]

[av_one_third first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Download DMG – ‘Download Single Vendor Decision’ Framework’ link=’manually,https://succeed.serenova.com/lp-t-vendor-decision-matrix-cw/’ link_target=’_blank’ size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue8c5′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_third]

[av_one_third min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Download DMG Report – ‘What End Users Want’’ link=’manually,https://succeed.serenova.com/lp-t-dmg-end-users-want-cw/’ link_target=’_blank’ size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue84e’ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_third]

[av_one_third min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Contact Us’ link=’manually,https://cloudwave.com.au/contact-lp/’ link_target=” size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue805′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_third]

[av_one_full first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_textblock size=” font_color=” color=”]
contact-centers-want-single-cloud-vendor-infographic

[/av_textblock]
[/av_one_full]

[av_one_fourth first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Download DMG Report – ‘What End Users Want’’ link=’manually,https://succeed.serenova.com/lp-t-dmg-end-users-want-cw/’ link_target=’_blank’ size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue84e’ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_fourth]

[av_one_third min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Download DMG – ‘Download Single Vendor Decision’ Framework’ link=’manually,https://succeed.serenova.com/lp-t-vendor-decision-matrix-cw/’ link_target=’_blank’ size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue8c5′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_third]

[av_one_fifth min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Request a Demo’ link=’manually,Michael@cloudwave.com.au?Subject=Request%20a%20demo’ link_target=” size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue805′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_fifth]

[av_one_fifth min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_button label=’Contact Us’ link=’manually,https://cloudwave.com.au/contact-lp/’ link_target=” size=’x-large’ position=’center’ icon_select=’yes’ icon=’ue805′ font=’entypo-fontello’ color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’]
[/av_one_fifth]

[av_one_half first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_image src=’https://cloudwave.com.au/wp-content/uploads/2018/05/Artboard-8.png’ attachment=’903′ attachment_size=’full’ align=’center’ styling=’no-styling’ hover=” link=” target=” caption=” font_size=” appearance=” overlay_opacity=’0.4′ overlay_color=’#000000′ overlay_text_color=’#ffffff’ animation=’no-animation’][/av_image]

[av_hr class=’custom’ height=’50’ shadow=’no-shadow’ position=’left’ custom_border=’av-border-fat’ custom_width=’50px’ custom_border_color=’#efbb20′ custom_margin_top=’10px’ custom_margin_bottom=’10px’ icon_select=’no’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’]

[av_textblock size=” font_color=” color=”]
CloudWave is holding a workshop to help customers overcome the 5 Challenges that inhibit adoption of world class cloud contact centre solutions.

Register your interest in attending our workshop in August 2018 where we will showcase solutions to some of the toughest challenges. In this workshop we will walk you through real-world scenarios and the technology, services and modern best practices that not only overcame the challenges but also the tangible results that were achieved in surprisingly short time-frames.
[/av_textblock]
[/av_one_half]

[av_one_half min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’]
[av_textblock size=” font_color=” color=”]
Serenova’s CxExchange is designed to enable exceptional customer experiences anytime, anywhere – which includes a flexible, high-quality multi-channel experience for external customers and efficient, integrated, user-friendly internal experiences for agents, IT and stakeholders.

According to Gartner, providing good call quality while reducing telco costs is a key strength. Serenova’s acclaimed ease of deployment lets clients quickly transition from traditional contact centres to the cloud. With its own platform supported on AWS, service is truly scalable, reliable and secure. Innovation updates and bursts in call volume are managed effortlessly.

Flow Designer is a central, user-friendly visual process builder that helps create sophisticated interaction flows without complex programming. Based on individualised criteria and intelligence, businesses can easily define and establish their optimal customer journey and agent experience.

Seamless CRM integration maximises the ability to skillfully focus on customer interactions and leverage contact centre intelligence. Salesforce uses Serenova in its own business, which is a terrific indication of how well the products work together.

Custom reporting and analytics put actionable insights at fingertips. By linking real-time and historical data to applications, clients have enhanced abilities to measure performance, identify and capture opportunities.

To learn more about how Serenova and CloudWave can help you deliver a great customer experience and achieve operational excellence, contact us via the form below.
[/av_textblock]

[av_hr class=’custom’ height=’50’ shadow=’no-shadow’ position=’left’ custom_border=’av-border-fat’ custom_width=’50px’ custom_border_color=’#efbb20′ custom_margin_top=’10px’ custom_margin_bottom=’10px’ icon_select=’no’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’]
[/av_one_half]

[av_one_full first min_height=” vertical_alignment=” space=” custom_margin=” margin=’0px’ padding=’0px’ border=” border_color=” radius=’0px’ background_color=” src=” background_position=’top left’ background_repeat=’no-repeat’ animation=” mobile_display=”]
[av_textblock size=” font_color=” color=”]
[wpforms id=”909″ title=”false” description=”false”]
[/av_textblock]
[/av_one_full]

[av_one_half first min_height=” vertical_alignment=’av-align-top’ space=” margin=’0px’ margin_sync=’true’ padding=’0px’ padding_sync=’true’ border=” border_color=” radius=’0px’ radius_sync=’true’ background_color=” src=” attachment=” attachment_size=” background_position=’top left’ background_repeat=’no-repeat’ animation=’bottom-to-top’][/av_one_half]