If you want customers to stick, you have to give them what they need.
It sounds simple, but when what they need is constantly evolving, it can be a challenge to ensure that your offering keeps pace.
In the communications technology space in particular, that evolution can produce a compelling reason for customers to look elsewhere if their stack no longer stacks up. Indeed, in some cases, the functionality gap between their existing system and one which delivers essential new services may be so big that they have little choice but to write off any current investment and start from scratch with a different provider.
So it is with Cisco BroadWorks users.
That most trusted, popular and uncomplicated of cloud-powered voice communication platforms is deployed by millions of enterprises the world over via service providers for whom customer stickiness is critical.
However, voice alone no longer cuts it.
For enterprises to communicate effectively with their end customers, an omnichannel approach is now table stakes – which, for service providers that can easily enable the BroadWorks platform to support one, represents a huge opportunity.
All they must do to capitalise, is join forces with a technology partner that has the solution and the smarts to make it happen.
“The BroadWorks platform is brilliant but it is voice only – which means providers whose small-medium-sized customers in particular now want to understandably incorporate email, SMS, webchat and all the other essential communication channels, must either persuade them to re-platform or risk losing them altogether,” says Steve Tutt, Commercial Director at leading enterprise communication application provider Kakapo Systems, whose game-changing, Cisco BroadWorks-powered ‘Unity Contact Centre’ conversion offers an altogether more appealing option.
“By adding omnichannel capability, we can enable providers’ users to remain on the platform they know and love, and to continue to sweat the investment they have made in it. That is obviously great news for those end users, but it also cements the provider-customer relationship too.”
The Kakapo Systems solution cleverly and seamlessly expands the existing BroadWorks voice calling interface by adding email, SMS, messaging, web chat, and social media interactions – all of which can then be processed by a single agent without the need to refer to any separate, third-party application on a different screen.
