Unified Self-Service

Are you ready to learn more about incorporating mobile self-service channels, and ways to leverage your cross-channel analytics to learn more about customer behavior and improve your service offerings? Join us on Wednesday, May 23, 2012 from 2-3pm Eastern Time for our upcoming webinar, “Create Value Across All Service Channels.”

CRM Magazine’s Editorial Director David Myron will moderate a panel featuring Voxeo’s Sr. Product Manager Andreas Volmer and other industry experts for this interactive roundtable event that discusses subjects like:

• Digital channel fragmentation
• The importance of a “mobile first” philosophy
• Ways to leverage data across channels to create a unified customer experience
• Personalizing the customer experience
• How to derive insights on customer issues, behaviors and improvement opportunities from cross-channel analytics
• Best practices for multichannel self-service, and more

Sign up now on CRM Magazine’s website!

Want to learn about how you can prepare your contact center for working with social media? Would you like to know more about the trends happening in the industry?

In about 24 hours, on Wednesday, June 15, 2011, at 2pm US Eastern time, I will be joining with Wendell Black from Contactual to discuss these changes and solutions in a free webinar:

Preparing Your Contact Center for the Rise of Social Media

It is free to join the session.

Here is the session abstract:

Social Media’s impacts to traditional methods of providing customer service cannot be ignored. More and more individuals are turning to Twitter, Facebook, LinkedIn, YouTube and similar forums to connect with businesses and organizations and this trend shows no signs of abating. In this session you will learn how to navigate the new world of the connected and sophisticated customer.

What Attendees Will Learn:

• Important trends in multichannel and social media customer interaction methods
• How social media is impacting customer experience optimization efforts
• How organizations are leveraging multichannel interaction to better service their customers
• Benefits of an integrated approach to managing the proliferation of customer interaction touch points
• Important steps organizations can take now to prepare for these new communication mediums
• A glimpse into the future of customer contact as social media gains mainstream prominence

I’m looking forward to joining our partner Contactual in giving this session… and am looking forward to answering the questions attendees have as well.

Again, it’s free to register and there will be time for questions at the end. We’d love to have you join us!

Want to learn about building “Social CRM” applications? Want to understand how to make an automated app to help interact with people on Twitter? Would you like to understand how Twitter and other social channels can be part of an overall multi-channel customer interaction strategy?

If so, please join us on Thursday, April 7, 2011, for a free webinar titled: “Social CRM and Building Apps to Monitor Social Channels“. We’ll show you what you can do with Voxeo’s platform and show you exactly how you can get started creating apps that interact with customers using social channels.

As outlined over on our Jam Session site, tomorrow at 11am US Eastern I will be speaking on the topic of “Serving the Social Customer: Scaling Your Use of Twitter, Facebook and More”

In this free webinar I will be exploring the topic of how you can scale your interaction over Twitter. If you are successful in using Twitter to communicate with your customers, how do you handle the growth in that interaction? Do you hire more people? Do you just not respond in off-hours? Or do you look at how to use appropriate levels of automation to help?

In this session, I will be showing you how to:

• Monitor a Twitter account and take action on incoming messages or mentions.
• Send urgent notifications via SMS or voice based on certain keywords that appear in tweets.
• Craft appropriate automatic responses based on what customers send via Twitter.
• Use an automated app can assist the person monitoring a Twitter account in collecting information to provide a response.
• Tie your social interaction into the same analytics and application used for other communication channels like voice, SMS, IM, and mobile web.

I will also touch on how we are extending these options to other social channels like Facebook.

It should be an enjoyable session and you still have time to register:

Date: November 30, 2010

Time: 8:00 AM US Pacific, 11:00 AM US Eastern, 5:00 PM Central European

If you are not able to attend live, an archive of the webinar will be available for later viewing from the Jam Session web page

If you missed our July Developer Jam Session webinar on “Providing Self-Service Through SMS Applications“, you can download the slides and view the recording of the webinar on our Jam Sessions archive page:

http://developers.voiceobjects.com/tech-topics/monthly-jam-sessions/

In the session, Voxeo Senior Presales Consultant Tobias Göbel covered this:

Mobile self-service was long thought of as either Web-based or IVR-based. Voxeo is opening up new channels for customer self-service, such as Twitter or Facebook, as well as those that have been around for a long time, such as Instant Messaging or SMS. It is easier than ever to create, manage, and report on multi-channel services using Voxeo technology. See how to use VoiceObjects (Voxeo’s service creation, execution and reporting environment) as the front-end and IMified (Voxeo’s hosted texting platform) as the back-end to deliver self-service over SMS with unmatched ease of development and time to market.

It’s a great session… and when you are done watching and want to try it out yourself, you can download VoiceObjects for free and sign up for a free IMified account to create the kind of applications Tobias covers.

Watch for more webinars coming soon on more multi-channel topics!

Would you like to quickly and easily build applications that provide self-service through both voice and SMS/texting?

In this free developer jam session, Tobias Göbel will show you how to use VoiceObjects (Voxeo’s service creation, execution and reporting environment) on your premises as the front-end and IMified (Voxeo’s hosted texting platform) as the back-end to deliver self-service over SMS with unmatched ease of development and time to market.

Thursday, July 22 – 8am US Pacific, 11am US Eastern, 5pm Central European

REGISTER NOW

If you are unable to attend, the webinar will be recorded and made available on our Jam Sessions page. You may want to still register so that we can let you know when the archive is available.

You can also download a free copy of VoiceObjects to try it out yourself and see how easy it is to build multichannel applications.

(This webinar was also previously mentioned over on Voxeo Developers Corner.)

Want to develop multi-channel applications that work with the iPhone and other mobile browsers?

If so, you may want to view our April 2010 Developer Jam Session webinar titled “Web Development with VoiceObjects for iPhone and other mobile browsers“. In this session, Andreas Volmer shows how to build multi-channel apps targeted at mobile users by using our VoiceObjects development platform.

A recording is available of the webinar as well as the slides Andreas used and a sample VoiceObjects application that will work with the iPhone.

If you like what you hear on the webinar, you can, of course, also download a free version of VoiceObjects and try it out yourself.

If you missed our free webinar last week about “Multi-Channel Customer Care: A Survey of Consumer Preferences” you can now view and listen to the webinar either at this URL:

http://www.brighttalk.com/webcasts/8656/play

Or through the embedded player here: