Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty.
No single view of customer data
Good Brand experience is a now a customer requirement
Social media cannot be ignored
Multiple touch points for customer and organization
First thing to have in place for CEM is a simple CRM system which can support multiple channels.
QT&T has solutions which can meet the requirements ranging from that of SMEs up to a MNC organization. We deliver tailored solutions to integrate data flows and project a consolidated view of customer data.
Customer Experience Solutions
Oracle's Rightnow Solutions make your brand stand out with the most complete cross-channel customer experience, combining leading technologies for Web, Social, Mobile, Contact Center and Field Service.
QT&T will be able to deliver end to end solutions to identify, build and manage customer interactions across multiple channels.
Today's contact center must be highly scalable and fully featured, enabling interactive voice response (IVR) and consolidation of customer interactions across channels with the ability to integrate social media and email communications in a traditional PBX or IP telephony environment.
QT&T helps deliver hosted contact center platform which centralizes the creation, administration, and management of the customer interactions with the broadest range of contact center infrastructure at both the network and premise levels
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