Page 19 - CBM17

~ Coffee Corner ~

offee or tea? When and how? or laptop. The entire call takes place online as it runs in the
“I love a good cup of coffee! Two, early in the morning browser, integrating it into the customer’s online journey. This
Cand sometimes one more in the evening. While allows brands to push the valuable voice channel at the right
contemplating the question, I noticed that some of my best moment in the journey and to determine how callers continue
cups of coffee are linked to holiday memories. Like when I was the journey after the call ends. ”
on the road in the middle of the night or at a beach bar the
next morning, kickstarting the day. Apparently, the summer What trends do you see in customer service? And how
holiday of 2017 with my lovely wife and newborn son has a lot can your services be of added value for online retailers?
of links with coffee.” “Omnichannel customer service is the hot term right now.
As a company, you have to be present on the channels where
Can you tell us a bit about Sound of Data? your ideal customers are. So not just telephony but also new
“We’ve been around for over 30 years and in that time have and evolving digital channels. With our omnichannel contact
become an expert in the customer service voice channel. centre platform XCALLY Motion, we smartly combine those
We help corporate brands, media companies, and charities channels with telephony. Then we integrate it seamlessly with
integrate voice into their customer journey. We provide a wide a brand’s Customer Relationship Management (CRM) system.
range of voice services for customer service and e-commerce This way, all information is easily available, and customers can
and seamlessly integrate this channel into today’s omnichannel receive optimal service.” ••
world, both in the Netherlands and abroad. We work for
companies who want to distinguish themselves from their
competitors by providing excellent customer service. They
understand that this is crucial for customer satisfaction and
brand reputation.”

Could you tell us something about the current
innovations within customer service voice channels?
“An amazing innovation is the implementation of
conversational AI in the voice channel for customer service
purposes. Using ever-evolving technologies such as Text-To-
Speech (TTS) and Automatic Speech Recognition (ASR),
you can literally talk with a “chatbot”. The chatbot has all
possible resources of information at its disposal, it’s not limited
by office hours and always remains calm and polite. There are
a lot of opportunities appearing because cloud technologies
are becoming more accessible and affordable. This leads to
innovations that make the voice channel what it should be: an
important customer service channel for the moments when
service really matters.”

How does your technology improve the customer
experience?
“Our voice platform maximizes customer service accessibility
by distributing inbound calls most efficiently over multiple
contact centres. So when a contact centre has less capacity,
performs less efficiently or has a complete outage, our platform
can automatically adjust the distribution of inbound calls.
Combined with our state-of-the-art omnichannel contact
centre platform, this gives our customers the opportunity to
provide their customers with first-class customer service.”

Customer service telephony is mostly an offline
channel. Now digital channels are booming, how can
companies better integrate this offline channel into the
mix?
“We have an application called Talk, which enables website
visitors to initiate a call with customer service straight from
their browser. This works perfectly on a smartphone, tablet,

19