TechNOVICE

Seamless Customer Experience: The Key to Digital Transformation

Top 10 CEM Solution Providers - 2019

Enterprises have leveraged AI to reduce the response time and personalize the customer experience. It has allowed companies to reduce the time to answer customer inquiries in real-time. AI is used to give the customers a first quick answer, to make them feel they are listened to and thus more patient before the second answer arrives. As AI can analyze behaviors, it offers a more personalized response the second time around. Chatbots have put companies in a much better position to get valuable consumer insights. AI is redefining the service center experience for the customers through bots having the ability to validate and understand unstructured data in the form of conversational-style speech. Speech bots are used as an intermediary channel for the AI back-end, as AI improves the accuracy and spontaneity of the response by the bot.

Integrating different business data silos enables businesses to fully understand how other business metrics could impact customer satisfaction and loyalty. Businesses gain customer insights primarily by analyzing customer feedback data with little or no regard for different data sources. By linking siloed and disparate data sources to their customer feedback data, companies gain insight through data analytics about their customers that they could not achieve by looking at their customer feedback data alone. Speculating on the menaces associated with finding the right CEM solution, CIO Applications Europe’s editorial board has conducted a profound assessment of CEM solution providers in the market and shortlisted the prominent ones. Based on market expertise and business prowess, the resultant list comprises the names of some of the best CEM solution providers such as OnePIN, Spectos, and Netigate. We present to you – “Top 10 CEM Solution Providers – 2019”.

Company: CDE Nove Tehnologije	Key Person: Matej Žvan, Founder, CEO and CTO Ivan Posavec, CEO
Website: cde.si	Description: Focuses on the development of advanced information and telecommunication technologies, with an emphasis on solutions for customer support and engagement management

CDE nove tehnologije

Seamless Customer Experience: The Key to Digital Transformation

Matej zvan The early 2010s witnessed a new era of digital communication where businesses had multiple digital channels to interact with their customers. However, at that time, telephony was a part of the infrastructure and chats, e-mail channels, and social media was part of digital departments. While new channels were introduced, there was not a single company providing multichannel platforms. Fast forward to today, the market is filled with numerous multichannel platforms, yet there are several instances where CIOs struggle to overcome siloed solutions. At the same time, pure call centers are not integrated into digital communication channels, making it difficult to get a 360-degree communication view of the customer. CIOs with an existing CRM system have a huge challenge to cover new communication channels on the same platform. “In our opinion, digital transformation starts with moving the focus of all company activities back to end customer. And in order to facilitate customer-centric approach all communication channels should provide seamless customer experience,” says Matej Žvan, founder, CEO and CTO of CDE nove tehnologije. The company, with its applications and services, can help realize the goal. Honoured with WebRTC Pioneer Award in 2014, CDE focuses on the development of advanced information and telecommunication technologies, with an emphasis on solutions for customer support and engagement management.

CDE’s COCOS is a unique customer engagement platform that enables clients to evolve a traditional contact centre into a customer engagement centre. CDE divides COCOS platform into three parts, communication tools, customer interactionship management (CIM), and workflow management. COCOS communication tools cover pure communication for both end customer and contact centre, combining voice, video, chat, social media, e-mail, and “yellow” post. On the other hand, the CIM component supports a client's business processes with a dynamic combination of standard and custom widgets using APIs for data sources within the enterprise. Finally, the workflow management (BPM) aspect offers a flow of tasks between different departments and levels of support. “We have added administration and reporting tools to the COCOS platform to create a unique tool for CIOs to manage customer interactions in all kind of channels,” says Žvan.

In an instance, a regional retailer switch from its CRM system and started developing process-based customer interactionship solution based on CDE's COCOS. Starting with five processes and voice-only communication channel, the retailer implemented over 300 processes with over ten communication channels in eight years.

CDE enables fast and easy deployment of supported business processes on new communication channels. With industryspecific widgets and process know-how, the company provides compelling sharing experiences and fast implementation cycles. CDE’s customers usually begin deployment with two or three communication channels and up to ten business processes and can end up with eight or more communication channels implemented and 250 plus business processes. “We also provide all needed API interfaces and libraries to integrate communications channels to customer web pages or mobile apps,” explains Žvan. What is more, CDE’s COCOS can be used by companies with as low as five users to up to more than several 1000 users. If teams are geographically separated, CDE’s solution can manage different time zones in one implementation. In fact, one of CDE’s COCOS clients operates within 12 time zones. Another example of COCOS being used in financial institutions is Video identification process implementation for different markets. Combining Video chat (communication tool), live Video identification process (CIM) and putting this into digital onboarding process (Workflow), COCOS VideoID is a perfect example of usage of platform.

Being flexible and working closely with customers gives CDE insights into industry-specific challenges. The company’s experts can address the challenges of different generation demands from the market. Currently, CDE is working on adding new communication channels into the COCOS platform supporting new social media platforms while integrating the features of IoT. “In next steps, we will add support AI and BI tools to facilitate predictive analytics and automated services in multiple languages,” mentions Žvan.

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Strukturni elementi	Uporabniška šolanja	Šolanja naprednejših uporabnikov	Šolanje razvojnikov
Čas izvedbe usposabljanja	min 1 dan	min 1 dan	min 1 dan
Lokacija	prostori naročnika	prostori izvajalca	prostori izvajalca
Udeleženci - ciljna skupina	Uporabniki COCOS rešitev: agenti, operaterji, svetovalci, nadzorniki, team-leaderji, vodje kontaktnega centra, prodaje, marketinga, administratorji.	Napredni uporabniki: administratorji, nadzorniki, team-leaderji, IT osebje.	Tehnično osebje z osnovnim znanjem programiranja: poznavanje WinOS, osnove MsSQL, osnove programiranja, splošno tehnično znanje – poznavanje računalniških omrežij in računalniško podprte telefonije.
Cilj usposabljanja	razumevanje delovanja COCOS programske opreme, način uporabe in ravnanja s programsko opremo, razumevanje rezultatov dela in stanj, razumevanje poročil in statističnih rezultatov, izdelava poročil in analiz.	razumevanje delovanja COCOS programske opreme, naprednejša uporaba COCOS orodij (VSS, CC Administrator, CATI Editor, Campaign Manager in ostalih pomožnih orodij, itd.), usposabljanje kadrov za prepoznavanje problema in možnost nudenja 1.-nivojske podpore.	razumevanje delovanja COCOS programske opreme, naprednejša uporaba COCOS orodij (Editors), kjer je potrebno znanje programiranja, predstavitev metod povezovanja z zunanjimi sistemi, izdelava CIM/CRM sistema na konkretnem primeru naročnika ali testnem primeru.
Vsebinske teme usposabljanja	Predstavitev COCOS portfelija - umestitev in predstavitev COCOS produktov in rešitev v poslovne procese naročnika. COCOS CC Administrator, COCOS CC Agent in PC telefon, klicne akcije – priprava, uvoz / izvoz, statistike, predstavitev CIM/CRM aplikacije, Work Flow Management – več nivojsko delo, uporaba drugih uporabniških orodij in modulov – odvisno od kompleksnosti postavljenega sistema in uporabljenih komunikacijskih kanalov in modulov.	Predstavitev COCOS portfolija- predstavitev in vmeščanje COCOS produktov in rešitev v poslovno okolje stranke. Nekaj možnih vsebinskih sklopov: shema COCOS okolja (moduli, relacije med njimi), operaterjevo delovno mesto – namestitev in administracija, administracija klicnega centra – uporabniki, strežnik klicnega centra – namestitev in administracija, klicne akcije – priprava, uvoz / izvoz, statistike, statistike klicnega centra – napredni nivo, vnosne maske – ankete (osnovni nivo, CATI editor), strežnik glasovnih storitev – namestitev in administracija, WFS strežnik procesov – namestitev in administracija, COCOS CRM model.	Predstavitev COCOS portfolija. Nekaj možnih vsebinskih sklopov: glavni moduli, medsebojne povezave / relacije, operacije posameznega modula s stališča pretoka podatkov, strežnik glasovnih storitev – VRU skripte, COCOS CRM model, CSL – osnovni nivo sintaksa, uporaba v CATI maskah, CSL – napredna uporaba (SQL in WFS, – podpora delovnim procesom (integracija v maskah).
Metode usposabljanja	predavanje, praktični prikaz, diskusija.	predavanje, praktični prikaz, praktične vaje, diskusija.	predavanje, praktični prikaz, praktične vaje - delavnica na konkretnem primeru uporabnika, diskusija, test.

COCOS CC CERTIFICATE I:		Osnovno tehnično šolanje za vzdrževalce COCOS CC programskih rešitev
Vsebinski sklopi	Čas izvedbe	Ciljna skupina	Cilji usposabljanja
predstavitev COCOS portfelija, COCOS Call Center in Customer Care Suite.	3 dni	Zahtevnejši uporabniki: administratorji (sistemski administratorji, vzdrževalci sistema), tehnično osebje. Minimalna zahtevana znanja: poznavanje WinOS, osnove MsSQL, splošno tehnično znanje - poznavanje računalniških omrežij računalniško podprte telefonije (CTI tehnologij).	poznavanje COCOS portfelija, razumevanje delovanja COCOS programske opreme, samostojna administracija in namestitev COCOS programskih rešitev, sposobnost samostojnega izvajanja 1.nivojske tehnične podpore za COCOS programske rešitve.

COCOS CC CERTIFICATE II:		Napredno tehnično šolanje za vzdrževalce COCOS CC programskih rešitev
Vsebinski sklopi	Čas izvedbe	Ciljna skupina	Cilji usposabljanja
predstavitev COCOS portfelija, COCOS Call Center in Customer Care Suite – naprednejši nivo.	3 dni	Zahtevnejši uporabniki: programerji, SW integratorji, tvorci vnosnih mask. Minimalno potrebno predznanje: opravljeno šolanje CERTIFICATE I, naprednejše poznavanje administracije WinOS, naprednejše poznavanje administrativnih orodij SQL & MsSQL DB, znanje programiranja v vsaj enem programskem jeziku (na primer: Visual Basic,...), razumevanje tehnik programiranja splošno tehnično znanje - poznavanje računalniških omrežij računalniško podprte telefonije.	poznavanje COCOS portfelija, naprednejša uporaba COCOS programskih rešitev z možnostjo samostojne postavitve CIM/CRM rešitev (na ključ) z uporabo COCOS orodij, možnost izvedbe COCOS rešitev v uporabnikovo okolje.

COCOS IP PBX CERTIFICATE I:		Osnovno tehnično šolanje za vzdrževalce COCOS IP PBX
Vsebinski sklopi	Čas izvedbe	Ciljna skupina	Cilji usposabljanja
COCOS IP PBX	2 dni	Vzdrževalci telekomunikacijskega omrežja Minimalno potrebno predznanje: Poznavanje glasovnih tehnologij, poznavanje PBX in IP telefonije, poznavanje ISDN/Centreks tehnologij, poznavanje glasovnih in podatkovnih omrežij.	poznavanje COCOS portfelija, razumevanje delovanja COCOS IP PBX programske opreme, samostojna administracija in namestitev COCOS IP PBX, sposobnost samostojnega izvajanja 1.nivojske tehnične podpore za COCOS IP PBX.

COCOS SALES CERTIFICATE:		Usposabljanje prodajnega osebja
Vsebinski sklopi	Čas izvedbe	Ciljna skupina	Cilji usposabljanja
predstavitev COCOS portfelija, organizacija CC, upravljanje odnosov s strankami, CC storitve in produkti.	1-2 dni	Prodajna mreža: prodajniki, distributerji; Prodajno in vodstveno osebje.	poznavanje COCOS portfelija, poznavanje Customer Care & Call Center managementa in organizacije, poznavanje CC storitev in ponudbe z vidika prodaje, poznavanje elementov CC, tvorjenje ponudb/tenderja in možni načini implementacije (nakup, outsourcing, hosting).

Komunikacija	Vodenje	Delo s strankami	Motivacija in stres
Prvi glas podjetja telefonska komunikacija.	CC organizacija in management organizacija CC, doseganje kvalitetne podpore, postavitev zmagovalnega tima.	Upravljanje odnosov s strankami zvestoba kot konkurenčna prednost.	Hočem– morem = motivacija motivacijski treningi.
Posel je komunikacija Osnova poslovne komunikacije.	Timsko vodenje Izdelava sociološkega profila vodje.	Tehnike prodaje preko telefonskega klica
Prepričaj me z argumenti Uspešna argumentacija je pol uspeha.		Kako narediti stranko za prijatelja

Description	User Trainings	Advanced User Trainings	Developers Training
Training Duration:	Min 1 day	Min 1 day	Min 1 day
Location:	Customer premises	CDE premises	CDE premises
Participants – target group:	COCOS system users: agents, operators, consultants, supervisors / team-leaders, call center, customer care, sales, marketing managers, administrators.	Advanced users: administrators, supervisors / team-leaders, IT personnel.	Technical personnel with a basic knowledge of programming: knowledge of WinOS, basics of MsSQL, basics of programming, general technical knowledge of computer networking and computer telephony integration (CTI technologies).
Training objectives:	understanding of COCOS software operations, software administration and management, understanding of work results and conditions, understanding of reports and statistics, preparation of reports and analysis.	understanding of COCOS software operations, advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.), 1^stlevel technical support trainings.	understanding of COCOS software operations, advanced usage of COCOS tools (editors), where basic development knowledge is required, introduction of methods for integration with other (external) systems, CIM/CRM system set-up – on a real customer case or test case.
Training topics:	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. COCOS CC Administrator, COCOS CC Agent and PC phone, call campaigns (preparation, import/export, statistics), presentation of CIM/CRM applications, work flow management (multi level tasking), using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. Some of the possible topics: COCOS environment (modules, relations between modules), agent workstation installation and administration, call center administration (users), call center server installation and administration, call campaigns management (generation, import/export, statistics), call center statistics – advanced level, entry forms – surveys (basic level, CATI editor), IVR/VRU server – installation and administration, WFS server installation and administration, COCOS CRM model.	Presentation of COCOS portfolio. Some of the possible topics: main modules, mutual relations, operations of each module from data flow perspective, VRU / IVR server - script language, COCOS CRM model, CSL language – basic level, syntax, its usage in CATI forms, CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
Training methods:	lecture, practical demonstration, discussion.	lecture, practical demonstration, practical exercises, discussion.	lecture, practical demonstration, practical exercises, workshops, discussion, test.

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Seamless Customer Experience: The Key to Digital Transformation

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CDE nove tehnologije

Seamless Customer Experience: The Key to Digital Transformation