Orchestration & Automation: Keys to Tapping and Activating Data to Drive Personalized and Productive CX



Heather Barrow

Earlier this year, Eventus published a white paper titled “The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework.” This foundational 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 Greg and Eventus have gleaned while serving hundreds of Fortune 500 companies across a range of industries.

“While contact center technology continues to rapidly evolve,” Eventus’ Jeff Tropeano, Senior Director, Managed Services, said when the white paper was announced, adding “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.”

Customers today expect to be served via an orchestrated, frictionless experience, choosing their channel, and communicating on their own terms, and doing so in the context of increasingly busy, rapidly changing, and digitally pervasive lives.

They want personalized experiences – they are used to these when they use a shopping platform like Amazon. They want answers tailored to them in seconds and when brands deliver that level of service, customers become more loyal.

As Jeff says,  “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.”

In support of our CEO and CTO’s vision, it has been my honor to take the lead on the IntelligenceHub platform, which was established before I joined the company in 2019, and which has expanded dramatically over the last year with multiple major releases designed WITH and FOR our clients and our own internal use in our managed services business.

With new real-time capabilities through our partnership with NICE inContact, even deeper integrations with partners like Pega Systems and Salesforce, we are now bringing advanced automation and simplification that make personalization possible – and the experience simpler for customers, agents, and managers.

I couldn’t be more excited about our upcoming webinar on October 20 (you can register here). We’ve been working with top expert Jon Arnold, who will bring his insights across the entire CX/Contact Center industry, and with Erik Linask, who produces the highest quality educational webinars for TMC and followers of Customer Magazine.

During this virtual event, I will demonstrate the power of IntelligenceHub, will share some case studies, and will preview the innovations we are driving in the last quarter of 2020, heading into what will surely be another challenging and dynamic 2021 as digital transformation accelerates.

I look forward to welcoming you to the event and taking your questions – this event will be interactive and lively – and the timing couldn’t be more perfect as so many organizations are facing the “data deluge” which can either flood their business, or be used to generate “hydroelectric” value when the data is turned into BI and makes engagements faster, friendlier and more rewarding for all.

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