Name: The Future of the Enterprise Contact Center
Start: 2019-11-26T18:00:00Z
End: 2019-11-26T18:56:00.000Z
Location: BrightTALK
Rating: 4

The Twilio channel brings you the latest in global communications and an API approach to software development.

For the last twenty years, companies have been gradually transforming themselves with digital technologies to adapt to new realities of the Internet and mobile. You’ll often hear brands discussing their “digital transformation” initiative. Digital transformation roadmaps could be anywhere from a year to ten years. Then COVID-19 hit.

Decade-long digital transformation roadmaps got compressed into days and weeks in order to respond to the realities of shelter-in-place. Businesses in every industry had to figure out how to reach their customers - whether those customers are shoppers, patients, students, businesses and even, employees - essentially overnight. Organizations set up remote contact centers so their employees could work from home, health systems built telemedicine solutions in a matter of weeks, organizations delivered mass notifications and spun up hotlines to help deliver accurate information and retailers enabled curbside pickup to keep shoppers out of stores.

To better understand the effects of COVID-19 on businesses, Twilio surveyed over 2,500 enterprise decision makers in the United States, the United Kingdom, Germany, Australia, France, Spain, Italy, Japan and Singapore to gauge their views on digital engagement as a result of COVID-19. During this webinar, we’ll dive into key findings of the survey and hear from leading companies how they have adapted their customer engagement strategies due to COVID-19.

COVID-19’s Impact on Digital Transformation

Remote working is not a new concept. In the past remote working was viewed as a tactic to maintain work life balance, now it is a necessity. For example, prior to the coronavirus outbreak, only 10% of Twilio worked remotely. Today, everyone at Twilio is working remotely. This shift introduces new challenges, businesses need to develop new tools and applications to enable their workforce to be remote and also be effective.

Last month we did a webinar on Remote work using Twilio’s Elastic SIP Trunking. This is the second part of that series where we would like to show how you can set up remote working for your employees using Twilio’s Programmable SIP. In this webinar, we’ll be talking about best practices and considerations to keep your employees and customers talking during remote work using Programmable Voice. We’ll discuss how, during these uncertain times, the following aspects are impacting the remote work strategy:

The New Normal
Business Challenges
Remote working use cases
Twilio Programmable SIP
Twilio code exchange application
We have built a quick deploy remote work application using our programmable SIP solution. In this webinar, we’ll show you how to deploy the application in just 5 minutes and start working remotely.

This is the ninth webinar in a series we hope you will find useful in the current climate as you build for the new normal.

Programmable Voice - a SIP solution for remote work

Seasoned marketers rely on email as a primary way to engage with their customers (who themselves affirm they prefer to hear from marketers over this channel).

Marketers are also likely curious (though maybe nervous) about expanding into SMS marketing or unsure they're using the two channels optimally. A foundation in email marketing both serves you well and can make it easy to miss important differences.

Join this webinar to learn the parallels and pitfalls of using email and SMS together so you can expand your customer engagement in a compliant, customer-centric way.

What your email marketing experience can (and can’t) teach you about SMS

As consumers adapt to the new normal, where physical experiences have shifted to online transactions and work from home is setting new expectations, brands are driven to adapt new strategies to deliver effective engagements. Creating safe ways to interact is the first consideration but interactions will need to be complemented by personalized service, surprise and delight. It's time more than ever to be human and in service of our customers.

The New Normal of Retail: Digital

During the past few months, businesses have had to enable their employees to work from home rapidly so they can continue to serve their customers or resume normal productivity. Remote work poses a particularly tricky challenge for contact centers and teams who rely on voice communications.

In this webinar, we’ll be talking about best practices and considerations to keep your employees and customers talking during remote work using Elastic SIP Trunking. We’ll discuss why, during these uncertain times, the following aspects of your connectivity are more critical than ever:
- Global reach
- Resilient network
- Built in redundancy
- Clean numbers
- Intelligent routing
- Disaster recovery

In this webinar, we’ll be joined by OneSupport, a Twilio customer using elastic SIP Trunking to keep their 1500+ support agents talking with customers while they work from home.

SIP Trunking for remote work and business continuity

For many businesses who traditionally rely on foot-traffic, we know the switch to contactless delivery can be uncharted territory. Based on the best practices of Twilio customers like DoorDash, Deliveroo, and Instacart, we’ve compiled best practices for proactive, engaging customer communications.

We’ll share tips for communicating new policies (and ensuring your customers are up-to-speed), alerts that keep your customers informed at every stage of the process, and even communications that protect employee and customer phone numbers. Learn from real-world examples and see a demo on how to build seamless communication for contactless deliveries.

Seamless communications for contactless deliveries

These are certainly extraordinary times both personally and professionally. With the new reality of social distancing and ‘shelter-in-place’ orders, businesses worldwide are scrambling to adapt to this new climate. Nowhere is this more evident than in contact centers, who bear the massive burden of inbound and outbound communications.

Organizations are looking for alternatives to quickly adapt in order to successfully support their customers and communities while protecting their existing investment. The key is to expand and modernize their customer experience at their own pace. Being able to expand digital engagement with increased speed, automate responses and even scale services to other territories or geographies.

Join us for a session where we will show you how to augment your existing solutions. Whether migrating from on-premises to cloud through augmentation, or moving directly to the cloud, we will show you how they are doing it with Twilio and the positive impacts they are experiencing to date.

Augmenting, Adapting and Accelerating with a Cloud CC

Staying connected remotely can be reassuring during these uncertain times. In this webinar, we will be exploring ways you can use video, along with other channels, to bring people together.

With more people turning to video to communicate with businesses, schools, and to keep in touch with friends and family, we will be sharing best practices to keep in mind when looking to build a solution. We’ll share how organizations built solutions using video to replace in-store appointments, enable remote volunteering, and bring distance learning to students who can no longer attend class in person.

Join us to learn more about these best practices and see a demonstration of Twilio’s new open source video app which lets developers deploy a video app in less than five minutes.

Bringing people together through video applications

COVID-19 has dramatically altered the economy, forcing businesses to quickly adapt their sales, marketing and support operations to continue effectively serving customers. We’ve been especially focused on helping our customers minimize disruptions to their customer experience through solutions like proactive notifications, remote engagement and collaboration, and fully remote contact centers.

In this webinar, we’ll discuss another solution critical to business continuity during COVID-19 — self-service. We’ll dive into why businesses should provide self-service options to customers, cover use cases suitable for self-service and discuss specific business benefits Twilio customers are already experiencing from their self-service implementations.

We’ll be joined in this webinar by Cipher Health, a Twilio customer using self-service solutions to automate patient engagement and outreach over Voice and Text.

Creating self-service experiences during COVID-19 with IVRs and Chatbots

As businesses respond to increasing digitalization and the need to secure virtual interactions, they’re discovering challenges around verifying and authenticating users at scale. An effective and reliable end-to-end 2FA solution requires an immense amount of pre-deployment preparation to set up the necessary infrastructure, not to mention a lot of your developers’ valuable time.

In this webinar, we will be joined by Western Union Business Solutions who recently implemented a new authentication solution. The WU® EDGE platform provides real-time international payments and transactions. As they move towards open banking, they needed to balance fraud prevention with user experience by implementing authentication that was compliant with regulations but also user-friendly.

Securing digital interactions with Two-Factor Authentication

Consistently delivering critical information through mass alerts is not typically a focus for most businesses until a situation like coronavirus arises. With a distributed workforce and people forced to work remote, timely and relevant communications is more important than ever. Companies need to be able to deliver quick, accurate alerts to their customers and employees through the channels they prefer.

In this webinar, we’ll walk through strategies to consider when sending mass alerts and the innovative ways companies have approached communications during this pandemic. We’ll cover key considerations like one-way vs. two-way communications, single channel vs. multi-channel, and channel prioritization. We’ll also demonstrate how companies can quickly create a simple alerts system through SMS, voice, and email channels.

Reliably Reaching People at Scale with Mass Alerts

Great customer experience and engagement are more important than ever. During the turmoil of COVID-19, what does excellent customer engagement look like? How can brands be there for customers and continue to build loyalty during challenging and unprecedented times?

In this webinar, we’ll dive into consumer engagement preferences and strategies in the light of the COVID-19 outbreak and resulting challenges. We will highlight the ways leading organizations are adapting their communication strategies and tools to more effectively reach their audiences. We’ll provide real-life customer examples and discuss how you can apply the learnings to your customer engagement strategy.

This is the first webinar in a series we hope you will find useful during your business continuity planning.

Strategies for Building Customer Engagement During COVID-19

Now more than ever, your business needs an IVR that can operate at scale.

In the time of COVID-19, many organisations are experiencing increased inbound request volumes leading to longer wait times for callers, increased workload for agents and a perceived lower quality of service.

Learn how your IVR can reduce the time to resolution and get your customers the answers they need fast.

How a conversational IVR & AI can enable you to scale

As the world has dramatically changed over the last few months, the retail industry has had to adapt more quickly than it has ever had to do before, switching to an online model, enabling customer services representatives to work from home, and working closely with logistics partners to fulfil orders.

Consumer disruption: An unprecedented shift in consumer expectations and preferences is occurring. Digital connectivity will no longer be an option; most businesses will need to be digital first. Security is also an increasing concern in this new digital world.

Fulfilment gaps will not be tolerated: The convergence of supply chain and digital technologies has never been more important. Customers will have learned to expect precision and elevated communications along every step of their purchases as many will have become vital to survival. 

Responsive teams: Uncertainty is the name of the game, calling for a responsive digital continuity strategy.  With a possible recession looming and the potential resurgence of Covid-19 later in the year, retailers and logistics providers need to be able to handle quick, unexpected and flexible adjustments once again.

Hear from Shopify, Stripe, and Domino's how organisations in the APAC region have adapted to working in a predominantly digital world.

The New Sales Floor Is Digital

Just as consumers are adjusting to sheltering in place, working from home, and managing homeschooling, companies also face a myriad of unknowns. It’s not business as usual, but one thing is certain: customer engagement is just as important today as it was before COVID-19 began its spread.

The question is how to engage. 

Twilio works with a wide variety of organisations and agencies around the world. This breath of experience amongst our customers means that we’ve been privy to how companies and agencies big and small are adapting to what is going to become our “new normal”. 

Watch this video to learn some strategies and best practices for communication during COVID-19, and beyond.

Twilio Talks: Communication counts, now more than ever

Communication in these times becomes even more critical. Organisations need to continue to engage with their customers or community on a regular basis for various reasons, but they’ve had to calibrate these engagements to the current circumstances. Whether they are retail stores, Michelin-star restaurants, or government agencies, across the globe, organisations are reinventing their engagement strategies to find new ways to bridge the social distance through communication.

Twilio has brought together thought-leaders in this space to discuss how organisations can adapt and continue to engage with their customers and communities in meaningful ways in this unusual environment through technology. Join the discussion by registering for this exclusive webcast event.

Adapting to a new world - reinvent to stay ahead of the curve

Great customer experience and engagement impact the bottom line. In this season of Covid-19, how can brands continue to engage and build trust with their customers? How can brands keep business as usual in this unusual world?

In this webinar, we’ll review the latest trends in consumer preferences, outline customer engagement strategies that can help you drive better engagement. We will then discuss how it can apply during challenging times to build customer loyalty and show how it can easily be built with demos and through real-life customer case studies.

Strategies for building customer engagement during COVID-19

Alerts and notifications can impact customer experience throughout the customer lifecycle: you could alert customers to a time-sensitive sale, keep them apprised of their order status, or send them a survey to inquire about their experience. And while sending a text message on Twilio is quite simple - requiring just four lines of code! - ensuring that you build your alerts and notifications strategy to not only meet customer expectations, but create a differentiated customer experience is more complex.

In this webinar, we’ll walk you through three increasingly sophisticated approaches to alerts and notifications on Twilio’s platform - and real-world examples of when we’d recommend each approach. We’ll also provide a live demonstration of how to build out these notifications on Twilio.

  * Simple Notifications
  * Intelligent Notifications
  * AI Notifications

Text Alerts and Notifications in the Real World

The world has become increasingly software driven which has changed everything about the way consumers interact with brands, buy their goods, services, and share their experience with others.  Consumer preferences, behaviors and expectations are unique and a one-size-fits-all engagement strategy is struggling to deliver these expected personalized and differentiated experiences. In this webinar, we'll discuss how Twilio Flex, a programmable contact center, provides you with the flexibility to build, design, and iterate workflows that enable businesses to truly deliver unique experiences that support your customer strategy and business needs. 

What you’ll learn:

   * How developers can harness the power of programmability to design and actively evolve processes such as; self service workflows, bots, integrations, and extension of digital channels. 
   *  How to increase agent productivity and satisfaction by customizing and consolidating to create one agent UI.
   * How similar, innovative companies are using Twilio Flex to design, deliver, and streamline their processes to enhance their customers experience.

The Future of the Enterprise Contact Center

Contact Center

Customer Experience

Customer Support

Customer Engagement

Customer Service

Call Center

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

The Future of the Enterprise Contact Center

Presented by

About this talk

More from this channel