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Call centres must go digital

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Customer experience is the last source of sustainable differentiation for the digital consumer, and the only way for contact centres to rise to this challenge is through transformation, says DEON SCHEEPERS.

The digital revolution cannot be ignored: digital technology is impacting everything, including the contact centre.

Global research shows that digital is impacting every facet of life and work. The next generation of digital consumer – Gen D – is emerging fast, with new demands and expectations of what organisations can deliver and how they will engage with consumers. Digital encompasses more than just mobile, social media, big data and cloud. IDC says although digital is all these things, we also need to be aware of new technologies that are starting to emerge: the next generation of security, IoT, augmentation, artificial intelligence, robotics and more.

Research indicates that by the end of 2017, two thirds of CEOs at Global 2000 enterprises will have digital transformation strategies in place, and the key focus in this transformation will be cloud.

Cloud computing is growing exponentially: at Interactive Intelligence alone, it makes up 60% of our revenue and it is growing fast. Gartner research shows a key reason for this is that it gives organisations agility and flexibility as well as cost savings: cloud will give access to the latest and greatest digital tools without costing millions.

However, contact centres have been slow to move to digital transformation. In fact, the Dimension Data 2015 Contact Centre Benchmark Report shows we are going backwards when we talk about customer service. The report says digital interaction will overtake traditional voice interaction by the end of 2016. Social media is the first choice for interaction in millennials but 57% of contact centres have no social media capabilities. The game is changing. The contact centre of the future must become the action hub of engagement, but 40% of contact centres have no analytics capability.

It raises the question: How will you engage with the customer if you don’t know who they are? All these new channels are being thrown at you and you need to be able to use them to communicate. The single view of the customer is still key, but only 20% of organisations achieve a 360-degree view of the customer, because it is becoming more complex.

In the social media space, a lack of digital strategy is causing a divide to grow between customers and organisations. Customers are using their digital toys, but the organisations don’t understand these new channels half the time; or they don’t have budgets to enable effective omni-channel engagement.  When there’s a disconnect between customers and your organisation, what happens to customer experience?

Customers are changing – they have a lot more of the power, they expect access to information, they want control. They expect digital self-service, social media and mobile engagement.  Consumers expect to interface on any channel and hop between channels. Organisations must transform to meet these expectations. While most companies say customer experience is important to them, few actually get it right and most are not ready to meet the expectations of Gen D.

It’s time for the contact centre industry to focus on digital transformation that enhances operations and the customer experience. In line with this, it is crucial to understand the customer, making sure all the right the touchpoints are in place and all processes are effectively automated. Organisations must design the customer experience from the outside in, understanding the customer journey and rearchitect their systems and operations accordingly.

* By Deon Scheepers, Manager, Sales Operations at Interactive Intelligence South Africa

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Password managers don’t protect you from hackers

Using a password manager to protect yourself online? Research reveals serious weaknesses…

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Top password manager products have fundamental flaws that expose the data they are designed to protect, rendering them no more secure than saving passwords in a text file, according to a new study by researchers at Independent Security Evaluators (ISE).

“100 percent of the products that ISE analyzed failed to provide the security to safeguard a user’s passwords as advertised,” says ISE CEO Stephen Bono. “Although password managers provide some utility for storing login/passwords and limit password reuse, these applications are a vulnerable target for the mass collection of this data through malicious hacking campaigns.”

In the new report titled “Under the Hood of Secrets Management,” ISE researchers revealed serious weaknesses with top password managers: 1Password, Dashlane, KeePass and LastPass.  ISE examined the underlying functionality of these products on Windows 10 to understand how users’ secrets are stored even when the password manager is locked. More than 60 million individuals 93,000 businesses worldwide rely on password managers. Click here for a copy of the report.

Password managers are marketed as a solution to eliminate the security risks of storing passwords or secrets for applications and browsers in plain text documents. Having previously examined these and other password managers, ISE researchers expected an improved level of security standards preventing malicious credential extraction. Instead ISE found just the opposite. 

Click here to read the findings from the report.

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MWC: Next generation of inflight connectivity to be unveiled

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Next week at Mobile World Congress, the Seamless Air Alliance will reveal progress on its mission towards enabling the next generation of inflight connectivity. This follows a significant start for the Alliance, which has seen membership increase five-fold since the first meeting in June of last year. The Alliance has a new research laboratory setup and continues progress through its three working groups, writing specifications for the technology, requirements, and operations.

These developments represent a huge leap towards the goal of making connectivity as easy and enjoyable in the skies as it is on the ground. Appearing as part of the Airbus stand (Hall 6, stand 6G34), the Seamless Air Alliance will reveal specification topics that have been completed and published to its membership.

“The passenger experience with inflight connectivity remains one of the great technology challenges. From Day One we have been determined to deliver on our mission to bring industries and technologies together to make the inflight internet experience simple to access and a delight to use,” said the Alliance’s Chief Executive Officer, Jack Mandala.

“I have been tremendously encouraged by the enthusiastic and committed response we have seen and the widening areas of expertise we can call upon as more and more companies and organisations continue to join us,” he added.

Announced during MWC 2018, the Seamless Air Alliance has since grown to twenty-three membercompanies with more than one-hundred key personnel from across the membership participating in its three working groups, with numbers continuing to increase.

The Seamless Air Alliance was created by founding members Airbus, Airtel, Delta Air Lines, OneWeb and Sprint, and quickly joined by Air France KLM, Aeromexico, and GOL Linhas Aereas Inteligentes and global technology leaders including Astronics, Collins Aerospace, Comtech, Cyient, iDirect, Inmarsat, Intelsat, Latecoere, Nokia, and Panasonic. 

Today, the Alliance is pleased to announce five additional new members: Adaptive Channel, Etihad Airways, GlobalReach Technology, Safran, and SITAONAIR.

“We are extremely pleased to have these companies join and be a part of the companies driving the next generation of connectivity.” said Mr Mandala.

The Seamless Air Alliance will enable travelers boarding any flight, on any airline, anywhere in the world, to use their own devices to automatically connect to the Internet with no complicated login process nor paywall to scramble over.

The Alliance is also announcing the release of a new research study on the economic benefit of standardization on the inflight connectivity market at Mobile World Congress. This report is available for download at https://www.seamlessalliance.com/publications/

The Alliance is moving rapidly towards an expected demonstration of the technology later in 2019 and anticipates massive interest in Barcelona from the whole communications eco-system.

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