The Benefits of Doing Outbound Customer Engagement Together Under One Roof

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Does it feel like your customers are everywhere these days?

Customers are now communicating with businesses on multiple messaging channels like SMS, email, and web chat nearly as fast as the channels are being developed. Voice alone isn’t enough for most customer-facing organizations.

Data silos are making it difficult to gain a cohesive view of the customer, which in turn makes it harder to generate or access insights into your business. It’s more challenging than ever to know where and how to implement holistic omnichannel communication strategies.

In short, these days, it’s all about delivering a unified experience.

The most impactful aspect for contact center operators is the ability to maintain a single experience for the agent and in turn a better experience for the customer. This means unifying all applications, in addition to connecting all customer conversations and interaction data.

It’s not easy, but it’s crucial in today’s environment, especially with more agents working from home than ever before, and with managers struggling to monitor and coach dispersed workgroups.

With siloed solutions or a patchwork of 3rd-party vendors, you have less control over the agent and customer experience. Reduced insight into your operations. Decreased ability to manage consent and maintain compliance. A greater chance of workflow breakdowns. An inability to create omnichannel campaigns and workflows. The list goes on—and it’s not good.

With a single platform, however, and a unified approach, everything is connected the way it should be. 

You can configure the entire customer journey with customer preferences and consent status in mind, spanning voice, email, SMS, and web chat. This type of comprehensive and centralized approach ensures that customers engage with you on their terms and on their channels of choice.

A unified omnichannel desktop with a single view of the customer makes it easy for agents to work without moving between platforms and toggling between web pages, empowering agents to leverage context for more personalized, and pertinent, interactions.

You can already start to see the value doing outbound together under one roof.

WITHOUT A SINGLE PLATFORMWITH A SINGLE PLATFORM
You can already start to see the value doing outbound together under one roof.

In this post, we’ll explore all the benefits of a unified approach, making the case for why you should strongly consider a single platform for all of your outbound communications.

The Current Landscape

Why is it crucial to employ a unified approach to outbound?

Let’s take a look at the current environment by the numbers.

If you take away anything from these statistics, let it be that your company must embrace evolving communication solutions to keep up in a changing marketplace. And that communication transformation is critical to maintaining customer loyalty, employee productivity, and company profitability. Keep in mind, too, that all of this is easier with a single unified platform in place.

87% of consumers say they ignore calls from unknown numbers “often” or “very often” → With more discerning customers on the other end of the line, voice by itself cannot be the only way you’re reaching out.

78% of people say text messaging is the fastest way for companies to reach them → Building on the point above, you need to meet customers on their channel(s) of choice or you risk missing them altogether.

1,279% increase in Federal Telephone Consumer Protection Act (TCPA) lawsuits filed over the last decade → With the rising risk and cost brought by compliance regulations, taking a siloed approach is a potentially hazardous and expensive roll of the dice.

89% of businesses are expected to compete mainly on customer experience → You literally cannot afford to continue down a path that does not provide the best possible agent experience, which translates to the best possible customer experience.

44% is the average annual rate of contact center turnover → And this is a conservative estimate; employee turnover hurts your productivity and thus your bottom line, so why not empower your agents with a unified platform that not only allows them to be more productive, it also enables managers to do better at coaching, monitoring, and training?

84% of digital transformations fail to improve performance or equip organizations to sustain long-term change → If you’re going to make a change, make sure it’s the right kind of change; piecemeal improvements are not enough when you’re facing an environment like today’s that demands a more holistic and unified approach to communications.

The Challenges

The current landscape is a challenging one—the numbers above make that clear.

It’s important, then, to understand the engagement obstacles that exist in our current landscape.

Compliance Confusion: Leads to uncertainty about how to adapt to regulations, with some companies freezing in place while others forge blindly ahead; organizations must balance evolving customer preferences with increasing regulatory demands.

Managing Complexity: Customers are expanding how they want to communicate with your business; CRM technology that’s not properly aligned with multiple channels leads to fragmented and potentially non-compliant interactions. 

Too Many Tools and Silos: Patchworks of 3rd-party plugins and multiple platforms likely means that valuable data to mitigate risk and improve performance is falling through the cracks; today’s environment demands tools to help expand compliance and productivity.

Interrupted Interactions: Without a configurable user interface that enables agents to toggle easily between systems, workflow breakdowns limit performance; agents need to be empowered to deliver faster talk-offs and better customer experiences, and the agent desktop must help facilitate more seamless and personalized interactions.

These challenges can feel daunting.

But what if you could significantly improve your ability to engage with customers on any outbound channel?

What if you could mitigate regulatory risk without sacrificing operational efficiency?

What if you could do it all in a single pane of glass view, empowering your agents to deliver exceptional customer experiences?

And what if you could gather data-driven insights about your whole operation to enable transformative operational and training strategies?

With a single platform, you can.

The Power of a Single Platform

Let’s now get into the good stuff, shall we?

In plain English, here are twelve benefits you can gain by investing in an all-in-one outbound communications platform.

Single View of the Customer

A single platform, offering a single pane of glass view, enables a threaded view of all previous customer interactions in one easy-to-access place, letting agents quickly personalize each conversation. Customer profiles can be updated in real-time with contextual data. A full customer history, across all channels, is recorded and easily accessible by other employees within your organization.

Channel Freedom Improves Customer Satisfaction

Meet customers on their channel(s) of choice with outbound messages be it voice, email, SMS, webchat, or WhatsApp. With a single platform, you can communicate with customers how they want to be reached. Additionally, channel preferences can be automatically transferred to future campaign workflows, so managing complex, multi-touch outreach campaigns is simplified.

Omnichannel Routing and Agent Desktop

What else can a single platform do for your contact center? Agents can be fully blended to receive Voice, Email, SMS, and messaging interactions. A multichannel desktop makes it easy for agents to respond on the customer’s preferred channel.

By employing a single platform, you can embed consent and customer preference into campaigns and automatically update records when consent or preferences change. In conjunction with robust compliance controls, you can ensure proper messaging outreach, so you always know you’re reaching people when and how they’ve indicated is best.

Campaign Creation

A single platform supports your campaign creation needs with segmentation and targeting, making campaigns easy to execute and also simple to track. The right platform should allow for user-friendly template creation that enables unified brand interactions to be scalable across the organization.

Business Intelligence and Analytics

With a single platform, you can get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay multichannel, customer, agent, business outcome, and operational data. Some platforms allow you to access many reports out of the box, designed for the needs of a modern contact center.

Agent Efficiency

What happens when agents need to keep multiple applications open and constantly switch between them just to do their job? They feel less efficient and less productive, especially if they have to juggle multiple logins or fruitlessly search for information contained in disparate systems. A single platform allows for agents to find all the information they need right at their fingertips, without having to switch applications or screens.

Avoid Data Breaches

With a single platform, customer information is contained in one place, as opposed to spread out among different systems. In a disconnected environment, when agents are switching between systems, it’s possible for them to accidentally look up records that aren’t associated with the customer they’re speaking to. This means it’s also possible to give out sensitive info that belongs to a different customer. Too many data breaches have occurred this way not to strongly consider using a single unified platform, which eliminates this risk.

Remote Work

A single platform makes it easier for your agents to work anywhere, anytime, by streamlining their workflow and simplifying their login process. One fully connected cloud platform empowers agents to work from home the same way they would inside a contact center. Remote work for contact centers is the new reality, and a unified communication platform has become a key part of a modern, digitally-centric workforce. It’s vital that you give your remote workers the ability to work from anywhere and yet enable them to maximize their performance.

Operational Costs

How many different applications are you currently paying for? You can cut costs by reducing the number of licenses with a single platform. It’s usually far more cost-effective to pay for a single unified communications platform than it is to spend money on multiple disparate systems—along with the integrations needed to connect them and the resources needed to maintain them.

Employee Satisfaction

Happier agents and managers make for happier customers. In a single platform, you give agents and managers all the tools they need to power positive interactions with each other and with customers. Agents can be easily coached, trained, and monitored by managers. Managers can more easily manage a workforce that is increasingly working from home. And customers are getting the best experience possible when every agent is equipped with the information, previous conversations, and more to ensure better (and faster) talk-offs.

IT Maintenance

When you bring all your systems into one platform, it cuts the IT resources needed to manage and maintain your technology infrastructure. Leveraging one unified system can also help you stay in line with usability policies, in addition to security and compliance regulations.

We hope by now you see the power of a single, unified platform for doing your outbound communications.

Everything connected. The way it should be.

For agents. For managers. For operators. And especially for customers.

Relying on a patchwork of 3rd-party vendors or applications is no longer a viable option anymore.

The cost of doing business as usual is too high when you can do it all under one roof instead.

FAQs

What is the role of the next best action algorithm in customer interactions?

In the intricate dance of customer interactions, the next best action algorithm emerges as a guiding star, illuminating a path toward personalized engagement and exceptional experiences. Rooted in the realm of data-driven insights and powered by technological innovation, the next best action algorithm is a pivotal player within the landscape of customer interactions.

Navigating personalization waters: At its core, the next best action algorithm is the navigator through the seas of personalization. It sifts through a treasure trove of data— previous interactions, purchase history, browsing behaviors—to craft a tailored approach that resonates with each individual customer. This algorithmic insight empowers businesses to move beyond generic interactions and offer solutions that feel tailor-made, creating a sense of relevance that captures the customer’s attention.

Proactive engagement catalyst: The true magic of the next best action algorithm lies in its proactive nature. Rather than waiting for customers to seek assistance, it takes the lead by identifying opportunities for engagement. Picture a customer browsing an online store—the algorithm swiftly recognizes their preferences and suggests complementary products or exclusive offers. This proactive stance transforms customer interactions from reactive responses to proactive engagement, positioning businesses as attentive partners in the customer journey.

Informed decision-making: In the fast-paced realm of customer interactions, quick and informed decisions are paramount. This is where the next best action algorithm steps in as a trusted advisor. It analyzes real-time data and historical patterns to recommend the most suitable actions. Whether it’s suggesting a solution to a customer issue or presenting upsell opportunities, the algorithm’s insights empower customer service representatives to make decisions that align with the customer’s needs and the business’s goals.

Continuous iteration for excellence: Customer interactions are a dynamic landscape, ever-evolving with customer preferences and market trends. The next best action algorithm thrives in this dynamic environment by continuously learning and iterating. It adapts to new data, fine-tuning its recommendations based on real-time feedback and outcomes. This iterative approach ensures that the algorithm remains relevant and effective, fostering a cycle of excellence in customer interactions.

How is the next best action concept applied in the banking sector?

Customer expectations continue to soar in the fast-evolving world of banking. The next best action principle emerges as a beacon of personalized service and proactive engagement. Within a unified, all-in-one customer engagement platform for contact centers, this concept becomes a transformative force, revolutionizing how banks interact with their customers.

Tailoring solutions to unique needs: Imagine a scenario where a customer connects with their bank seeking financial advice. The next best action in banking takes center stage, swiftly analyzing the customer’s financial history, transaction patterns, and life events. This intricate analysis empowers bank representatives to offer tailor-made solutions that resonate with the customer’s unique needs and aspirations. It’s the epitome of personalized banking, transforming every interaction into an opportunity for value creation.

Creating moments of relevance: The beauty of the next best action in banking lies in its ability to create moments of serendipity. As customers engage with their bank, whether through calls, chats, or in-branch visits, the system quietly works behind the scenes. Seamlessly integrated into the customer engagement platform, it suggests timely actions that resonate with the customer’s financial journey. Imagine a customer inquiring about mortgage options—the system prompts the agent with insights, enabling them to provide not just answers but solutions that feel tailor-fitted to the customer’s goals.

Navigating financial journeys: Navigating the intricate landscape of finance often requires expert guidance. Here, the next best action in banking shines as a guiding light. Analyzing transaction data, spending habits, and investment history helps you predict the customer’s next steps on their financial journey. This empowers the bank to take a consultative approach, offering insights that align with the customer’s long-term goals. It’s more than just banking; it’s a partnership in prosperity.

Cultivating trust and loyalty: In the realm of banking, trust is paramount. The next best action in banking catalyzes unwavering trust and fosters loyalty. By consistently delivering personalized experiences, the bank positions itself as a financial ally, deeply committed to the customer’s success. These moments of personalized attention create lasting impressions, turning customers into advocates who champion the bank’s services.

How can contact centers enhance outbound customer engagement?

For contact centers, the spotlight often shines on outbound customer engagement as a powerful avenue for forging meaningful connections. Within a unified customer engagement platform, the art of outbound customer engagement takes on new dimensions, transforming routine interactions into captivating experiences that resonate with customers.

Personalization beyond boundaries: The heart of outbound customer engagement lies in personalization, and a unified customer engagement platform becomes the ultimate enabler. Imagine contacting customers with insights from their previous interactions, preferences, and buying behaviors. With every outbound interaction, the platform seamlessly weaves a narrative that speaks directly to the customer’s needs and aspirations. It’s personalization that transcends mere addressing; it’s about creating a sense of familiarity and connection.

Timing and relevance: In the symphony of outbound customer engagement, timing and relevance compose the melody that captures attention. A unified platform with the tools to analyze customer behaviors and patterns perfectly orchestrates these elements. It identifies the optimal moments to initiate outbound interactions, ensuring that customers are receptive and engaged. Whether sending a reminder about an abandoned cart or offering a tailored promotion, the platform makes every touchpoint count.

Seamless multi-channel experiences: Modern customers traverse many communication channels, and outbound customer engagement must mirror this versatility. A unified platform streamlines this complexity, allowing contact centers to seamlessly transition between channels. Imagine initiating an outbound engagement through email and effortlessly continuing the conversation through a chat interface or a follow-up call. This holistic approach ensures that the customer’s journey remains uninterrupted and coherent.

Data-driven insights for exceptional experiences: A cornerstone of effective outbound customer engagement is the ability to draw insights from data. A unified customer engagement platform excels in this realm, providing contact centers with a panoramic view of customer behaviors and trends. With these insights, agents can craft outbound interactions that resonate deeply, offering solutions and opportunities aligned with the customer’s journey.

What strategies can contact centers use to improve outbound engagement?

Pursuing excellence is an ongoing journey in contact centers, where outbound engagement plays a pivotal role in nurturing customer relationships. Contact centers can elevate their outbound engagement strategies by embracing a few key strategies. These strategies will help you transform routine interactions into meaningful connections that resonate.

Segmented personalization: Effective outbound engagement is anchored in personalization, and segmentation emerges as a powerful strategy. Within a unified platform, contact centers can dissect their customer base into segments based on demographics, behaviors, and preferences. This segmentation allows for tailored messaging that speaks directly to the unique needs of each group. Whether highlighting promotions that align with specific interests or addressing pain points that resonate within a segment, this approach creates a sense of relevance that captures attention.

Multi-channel synchronicity: Engagement today unfolds across many channels, making multi-channel synchronicity a crucial strategy. A unified platform empowers contact centers to seamlessly orchestrate outbound engagement across channels, ensuring consistent messaging and experiences. Imagine a customer receiving an email about a new product launch and a timely SMS reminder. This cohesive approach amplifies the message and reinforces the customer’s perception of the brand’s attentiveness.

Predictive analytics for timing: Timing is paramount in outbound engagement. Leveraging predictive analytics within a unified platform, contact centers can determine the optimal times to reach out to customers. The platform identifies windows of opportunity when customers are most likely to engage by analyzing past interactions, behaviors, and response patterns. This strategy maximizes the chances of meaningful interactions, fostering receptiveness and enhancing outcomes.

Ongoing feedback loop: An ongoing feedback loop becomes a cornerstone strategy in pursuit of improvement. A unified platform facilitates this by tracking customer responses, engagement metrics, and feedback. This data provides invaluable insights into the effectiveness of outbound engagement strategies. Contact centers can then fine-tune their approaches, iterating based on real-time feedback to ensure continuous enhancement.

What is Outbound Customer Engagement

Outbound customer engagement shines as a beacon of proactive connection and personalized interaction for customer-centric operations. Rooted in the essence of an all-in-one customer engagement platform, outbound customer engagement transcends traditional approaches, transforming routine interactions into purposeful dialogues that resonate.

Crafting meaningful initiatives: At its core, outbound customer engagement entails reaching out to customers through various communication channels, be it emails, calls, messages, or social media interactions. It’s about initiating a conversation that transcends the transactional realm and delves into the realm of meaningful connection. It’s about speaking to the customer’s needs, aspirations, and pain points, creating an opportunity to add value beyond the immediate exchange.

A vehicle of proactive relationship building: Outbound customer engagement is not mere outreach; it’s the art of proactive relationship building. It’s the moment when a contact center seizes the initiative to connect with customers, offering solutions, information, or insights that align with their journey. It’s about demonstrating attentiveness, care, and a commitment to walking alongside customers on their path to success.

Harnessing the unified power: In the landscape of modern customer engagement, a unified customer engagement platform becomes the engine that propels outbound customer engagement to new heights. This platform converges data, insights, and communication channels into a harmonious symphony. It empowers contact centers to tailor their outreach, infuse every interaction with personalization, and seamlessly transition between channels, fostering a cohesive and immersive customer experience.

Cultivating long-lasting impression: What is outbound customer engagement? Ultimately, it embodies a brand’s dedication to its customers. It’s a chance to go beyond the ordinary and create deeply resonating moments. Whether it’s a timely email with valuable content, a call offering personalized solutions, or a message that acknowledges a milestone, outbound customer engagement is the conduit through which brands leave a lasting imprint, cultivating loyalty and advocacy.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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