March 24, 2020, Denver, CO – Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today introduced a new whitepaper titled “The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework.”
This Eventus PointOfView™ publication presents a vision and blueprint for delivering on the promise of the fast, friendly and customized service consumers and businesses expect in this new decade. Written by Eventus CTO Greg Weber, a veteran in the contact center and CX technology industry, the paper shares knowledge and insights the company has gleaned while serving hundreds of Fortune 500 companies across a range of industries.
“While contact center technology continues to rapidly evolve,” Weber said, “even with the best of intentions and millions of dollars invested, technologies end up siloed. Utilizing our Modernized Contact Center Framework, we have improved orchestration across workflows, moved from disparate elements to streamlined modular systems that deliver productive, predictive and personalized experiences.”
The white paper, which is free to download on the Eventus website, provides detailed information on how to improve service levels and business outcomes while reducing operating expenses, moving traditional contact center environments into omni-channel platforms enhanced with automation and other advances.
“Customers today expect to be served via an orchestrated, frictionless experience,” Weber continued. “They wish to choose their channel, and communicate on their terms, within the context of their very busy, digitally connected lives. They want answers in seconds or minutes, and when organizations deliver that level of service, customers naturally become more loyal. It’s time to replace complexity with simplicity, and with an Orchestrated Customer Experience, service reps and agents can become more human again, armed with the right data and insights that lead to lower handle times and happier customers.”
To learn more about the white paper and to download it, please visit https://eventusg.com/orchestrated-experience/.
About Eventus Solutions Group
Eventus delivers Experience Design, Managed Solutions, and Enabling Innovations with engagement models that Amplify CX Outcomes. Eventus has influenced over 1 billion customer interactions, reduced over $100mm in Client costs, all while improving customer loyalty. Eventus provides industry expertise, a partner ecosystem, and proven methodologies that enable their Clients to exceed goals, minimize risk, and drive CX success. For more information, visit us at https://eventusg.com, or follow us on LinkedIn.
Senior Director – Managed Services
Agents like helping customers. Happy customers buy more and require less service. It is a simple equation that too few companies recognize. A myopic focus on servicing cost creates a reverse incentive for customers, agents, and business partners to select alternate providers for their products and services.
Artificial intelligence (AI) solutions are transforming customers’ expectations of what constitutes exceptional service. A well-executed AI experience increases convenience for customers. However, a clunky or poorly orchestrated solution can actually increase customers’ frustration when interacting with your brand.