Our Solutions
What does being an end-to-end CX solution provider mean? For us, it’s about having the knowledge to address all aspects of your customer experience — from transformation planning to orchestration. It’s about understanding how things like journey mapping and CRM work together — and how to make them work for your business.
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Each time a customer engages with your business, their opinion of your brand evolves for better or worse. How can you consistently render experiences that impress customers and inspire engagement and loyalty to your brand? Developing a comprehensive and actionable strategy is the first step in creating experiences that amaze customers.
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Developing Customer-Centricity
Too often businesses base business decisions on dollars and sense rather than the satisfaction and well-being of their customers. How can you ensure that your customer is at the heart of everything you do? It’s critical to take steps to develop customer-centricity throughout your organization.
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Customer Experience is the responsibility of all members of your organization, regardless of their role. How can you ensure that employees at every level understand your CX strategy and actively work to support it? Defining your “North Star” is key to the success of your entire CX approach and strategy.
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To deliver the most effective experiences, you must possess an intimate knowledge of your customers AND your own organization. How can you develop the comprehensive knowledge needed to drive effective customer experience? True understanding requires a comprehensive approach to customer experience research.
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Customer Experience is all about meeting the expectations and needs of your customers and delivering the products or services they want. How can you gauge the effectiveness of your CX efforts from that all-important customer perspective? Implementing a Voice of the Customer program can help.
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Your customers have different expectations and preferences when interacting with your brand. How can you design experiences to meet these different expectations or preferences? Developing robust customer personas will help you design experiences with each group of customers in mind.
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Your employees possess invaluable insight into your customers, including their general needs, preferences and common pain points they experience. How can you empower employees to share this useful information? Developing an official Voice of the Employee program is a great place to start.
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Visual representations of your customer’s current state experience are often the most effective method of informing your entire organization on the current state of your Customer Experience delivery. How can you share such a view throughout your organization? Building a current state Journey Map with a cross functional team and aligning on the most important pain points on the journey is an important step.
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In order to deliver quality experiences, it is important to fully understand the paths your customers take to interact with your business. How can you chart these customer pathways? Journey mapping is a critical first step.
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Understanding your customers’ expectations and meeting them are two completely different things. How can you design experiences that meet and exceed the expectations of your customers? Designing experiences with your customers in mind is vital.
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Customer Experience Innovation
As your customers’ expectations continue to evolve, it’s vital to develop new and innovative ways to deliver effective experiences. How can you adapt to meet the changing needs of your customers? Driving CX innovation using a design thinking approach is often the best strategy.
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Future State Customer Journey Mapping
Effectively transforming customer journeys requires a clear plan of action. How can you clearly define the journey you wish to create? A future state journey map provides a visual representation of your end goals.
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Effective Customer Experience delivery requires a number of tools, processes and teams working in harmony. Without careful orchestration, your overall CX efforts may fall short of your planned strategy. What steps can you take to ensure the effective delivery of customer experiences? Prioritize and implement clearly defined roles, processes and tools to support all facets of CX delivery.
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Customer Experience programs are not sustainable unless there is a comprehensive governance plan in place. How can you define CX governance for your organization? Begin by setting definable goals and establishing clear roles and responsibilities.
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Establish CX Project Work Teams
Effective CX programs require ongoing maintenance and support, as well as the completion of specific tasks or processes. How can you ensure your organization has the talent and resources to maintain your CX program? Establishing an official CX work team can help.
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Delivering, tracking and measuring effective customer experiences requires talented people, effective technology and efficient processes. How can you ensure your organization has the capabilities to deliver the experiences your customers deserve? Maximizing your organization’s CX capabilities takes careful planning.
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During the CX design process, it can be helpful to consider your current technology and skill sets. How can you set a baseline of your current capabilities? A thorough and objective capabilities assessment can help.
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Implementing new or improved customer experiences may require capabilities that your organization does not possess. How can you implement these new capabilities with minimal cost and disruption? Thorough understanding of your requirements and careful planning are critical.
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Most customer journeys cut across multiple departments within an organization. With multiple functional areas and skill sets involved, how can you effect CX improvements? Developing and maintaining a Customer Experience improvement roadmap is critical.
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Common business challenges that negatively impact your customers or employees can often be resolved with technology. But how do you solve a truly unique business challenge with no readily available, out-of-the-box solution? Sometimes, an innovative approach is necessary to find the solutions you seek.
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Though routine in nature, repetitive processes often cause bottlenecks in an employee’s productivity, which may lead to a negative impact on customer experience. How can you provide employees with tools to streamline routine processes, while ensuring their accurate completion? Virtual assistants provide assistance with routine tasks, both simple and complex, and help to keep your staff moving.
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The modern customer expects the ability to find answers to questions or resolve issues without the assistance of a live agent. How can you deliver self-service tools to meet this expectation and empower your customers? Bots may be the answer.
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Once thought of as a gimmick for sci-fi writers, Artificial Intelligence has quickly become a promising solution for a wide range of uses, including improving Customer Experience. How can you leverage AI to the benefit of your customers? With a bit of innovative thinking, and the proper guidance, AI can be the tool you need to meet the expectations of the modern customer.
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The cloud offers significant potential to modern businesses who know how to leverage it. What is the cloud, and how can you put it to use for your organization? Seizing the full benefit of cloud-based solutions requires a knowledge of the technologies and processes involved, and a clearly defined plan of action.
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Office 365 Cloud Solutions Provider
Maintaining a complex Office 365 instance can be difficult – supporting large numbers of users while managing licenses and ensuring uptime requires a dedicated and highly-skilled team. How can you enjoy the benefits of Office 365 while limiting costs and consolidating billing? Working with a certified Cloud Solution Provider offers the best of all worlds.
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Cloud technologies continue to grow in power, stability and popularity. From contact center platforms to Office 365, cloud solutions are helping businesses run leaner, more efficiently and more effectively. How can you make the most of the cloud to transform your operations? Impactful cloud adoption requires a comprehensive strategy, both short and long-term.
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Enterprise-level technology solutions often require regular maintenance, updates and attention – all of which cost time, money and talent. How can you maintain consistent operation of your critical solutions, without the significant costs of a dedicated internal support team? The Managed Services model may be the answer.
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Today’s consumer demands seamless, omnichannel shopping experiences. Are you enabling your customers to make purchases from any device, whenever, wherever and however they want? Our commerce consulting capabilities enable you to deliver personalized and meaningful customer experiences across physical and digital channels, uniquely connecting the end-to-end customer journey.
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Harnessing the important information that resides in your ERP is essential to delivering seamless commerce experiences. Disparate systems are a thing of the past - Avtex delivers a truly unified commerce platform that ensures your ERP and commerce engine are running in harmony.
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Responding to disruptions to your supply chain can be daunting, but Avtex helps ease the burden. Streamline supply chain operations, drive efficiency, improve productivity, and enhance the overall commerce experience by partnering with Avtex.
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Today’s consumer expects frictionless, omnichannel experiences and consumer migration to eCommerce continues to accelerate. With our eCommerce consulting services, Avtex helps you deliver unified, personalized, and seamless experiences.
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Integrating your CRM with your commerce engine enables you to leverage important customer information to deliver frictionless commerce experiences. Enabling your customers at every stage of their buying journey means seamless integration between your commerce platform and your CRM.
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We spend more time on our mobile devices than ever before. Consumers today expect seamless, personalized experiences right at their fingertips. Avtex helps you deliver a mobile experience that enables your customers to shop however and whenever they want – whether on the go or in the store.
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Is your commerce strategy seeing ROI? When you have powerful analytics for commerce you can easily view information on your customers, orders, sales, and web data alike. Avtex is well-versed in building analytics solutions that get you clear-as-day answers about your bottom line.
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Your contact center serves as one of the main points of interaction between your business and your customers. How can you ensure that your customers enjoy a quality interaction every time they connect with your contact center? Effective technology, well-trained and empowered agents, and clear processes are critical to the success of individual interactions and your contact center as a whole.
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The complex nature of modern contact center platforms can make them difficult to manage, especially for organizations with limited IT staff and budget. How can you overcome the daily challenges of maintaining and optimizing your contact center technology? A contact center support provider can help.
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Deploying a new contact center solution is a complex process involving countless details and multiple departments. How can you manage your contact center deployment and avoid unnecessary delays or costs? The support of a contact center deployment solutions provider can streamline the process.
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Moving your contact center to the cloud offers a number of benefits, both financially and logistically. How can you ensure getting the maximum benefit from your cloud contact center adoption? Partnering with an experienced cloud contact center solution provider can help.
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Interactive Voice Response, or IVR, has the potential to streamline customer interactions. How can you use IVR technology to improve your customers’ experiences with your contact center? A fully-developed strategy can make all the difference.
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From customer facing agents to product development, every department and employee plays a crucial role in the delivery of exceptional Customer Experience. How can you ensure the accurate, consistent flow of information across departments? When those employees are working on different platforms and devices connected to different networks in different geographic locations, how can you provide the tools they need to communicate effectively? It starts with careful planning and the creation of a holistic unified communications strategy.
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Unified Communications Transformation
In the modern business world, most employees expect their employers to provide useful and effective communications and collaboration tools. Far too often, employers fall short of providing the cutting-edge tools employees need to do their jobs. How can you provide the swift, seamless communication and collaboration tools your employees expect? It starts with a comprehensive unified communications transformation strategy.
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For most employees, a computer and phone simply don’t provide the range of tools needed to do their jobs. Instead, they rely on any number of devices, including smartphones, headsets, tablets and more. How can you effectively plan for your employees’ device needs and preferences? It begins with knowing your employees’ different device needs, expectations and desires.
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Media quality is critical to employee communication, collaboration and efficiency – poor voice connections, dropped video calls and delayed emails can inhibit productivity. Unfortunately, maintaining high-quality communication and media sharing can be difficult, especially across multiple geographic locations. How can you ensure optimal media quality? Your network’s performance and reliability are the key.
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Employee productivity and efficiency have a direct impact on the success of your organization, and the satisfaction of your customers. How can you help your employees do their jobs more efficiently and get more enjoyment from their work? Implementing specific technology tools and best practices – and training employees to use them – will go a long way toward increasing productivity and morale.
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Business Process Modernization
Routine processes like data entry or file management are an unavoidable – and often costly – part of doing business. How can you limit the time and money that routine processes cost your business? Solutions like PowerApps and Flow from Microsoft, make it possible to automate these tasks.
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Office 365 Productivity Applications
Microsoft Office 365 offers a wealth of powerful applications for productivity, collaboration, process management and more. How can you leverage the power of Office 365 to drive your organization forward? With careful planning and effective utilization, Office 365 can change the way you do business.
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Employee expectations of their employers are vastly different from those of the past. Today, employees expect access to the tools and technology needed to communicate and collaborate, manage tasks and complete projects quickly and efficiently. How can you transform your business into the modern workplace your employees desire? Strategic planning, careful execution and a commitment to innovation are key.
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Managing customer relationships, or relationships with partners and vendors, can be difficult. How can you make it easier to manage information related to these relationships? How can this information be used to foster deeper relationships? Customer Relationship Management, or CRM, solutions make it easy to manage and use important information related to each relationship.
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To create the foundation for a lasting relationship with your customers, you must develop a comprehensive knowledge of their personality, needs, preferences and past interactions with your brand. How can you build a truly comprehensive profile of your customers? By gathering all systems of data capture into a single point of reference, you can build this crucial 360-degree view of customers.
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Customer service goes far beyond the support you offer your customers when they encounter issues. Truly effective customer service includes proactive outreach, self-help empowerment, and a concentrated effort to make it easy for your customer to do business with you. How can you develop and maintain a comprehensive customer service program? By harnessing the power and functionality of CRM, you can provide the holistic service your customers expect and deserve.
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To be successful, your sales process must be meaningful, impactful and engaging to your prospective customer. Unfortunately, in today’s ever-connected world, creating truly impactful sales interactions is more difficult than ever before. How can you develop a truly effective sales process that stands out amongst the crowd? Effectively utilizing CRM to capture and leverage customer and prospect data is the key.
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Data is critical to the success of your Customer Experience program and your business as a whole. So, how do you capture this invaluable information and what do you do with it once you have it? Putting data to work for your business requires a strategic plan of action and the technology to support it.
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Each day, countless kilobytes of data flow into your organization – every time a customer engages with your brand, whether through your website or your contact center, they share valuable information. How can you capture and utilize that data to benefit your customers and employees? Making the most of your data requires a comprehensive strategy.
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Data Reporting and Visualizations
Data is only valuable if it is easily accessible, understandable and shareable to every member of your business. How can you make data easy to review and share throughout your organization? A well-crafted reporting and visualization strategy makes data useful for all employees.
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Business data is incredibly valuable, but only if your organization can effectively capture, store, protect and assess it? How can you obtain value from your business data? A detailed Data Management strategy is key.
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Success in business is often based on making the right choice at the right time, including when to add new products or services, when to hire new employees or when to expand operations. How can you make effective decisions regarding the future of your organization? Business Analytics solutions provide the empirical data you need to make the most informed decisions possible.
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