Democratizing Customer Experience: Engage a Mobile Workforce Beyond the Contact Center

Democratizing Customer Experience: Engage a Mobile Workforce Beyond the Contact Center

One implication of customer experience racing to the top of many companies' priority list is that more employees across departments and locations are coming into contact with customers. While traditionally, contact center representatives served as the front line for fielding and resolving customer inquiries, emerging best practice is to extend conversations beyond the contact center to specialists within a company with the right skills to serve customers.

To accomplish this, companies must consider the technology required, as well as a cultural shift necessary to effect the change. This blog post will focus on the technology aspect.

The contact center must integrate with an enterprise-grade cloud phone solution that (i) can be deployed rapidly as a pre-packaged solution (ii) have the flexibility to extend and fit a company’s vision for differentiation, and (iii) help organizations transition from premise-based systems to the cloud with minimal disruption.

For customers deploying Twilio Flex, Spoke Phone is the answer. Spoke Phone is an enterprise-grade cloud phone system that can be fully integrated into Twilio Flex, meaning that a single customer conversation and experience is now possible across both front-office (Twilio Flex) and back-office teams (Spoke Phone), while the entire conversation is secured fully inside the Twilio platform.

Rapidly deploy enterprise UCaaS on Twilio as a pre-packaged solution

Spoke Phone can be set up in minutes and is easy to use, with the systems and controls that large company IT Teams need.

Spoke Phone is built on Twilio and deployed into the customer’s Twilio account, giving complete security and control to the end customer.

To ensure a consistent call quality, Spoke is built on Twilio’s Super Network. The Twilio Super Network provides a vast array of tools, technologies, and partnerships that Spoke leverages in order to deliver high-quality calls at home, in the car, or in the office.

Extend and change the solution to fit strategic needs

Spoke Phone is fully customizable using the tools developers are already familiar with.

Spoke’s goal is to help every employee have consistent customer conversations and outcomes, regardless of where they work or the device they use. The key is surfacing the right contextual information for your employees and your customers that will set your CX program apart from the competition.

Further, adding Twilio Segment integration with Twilio Flex and Spoke Phone, allows employees outside the contact center to see real-time personalized context that helps them understand who is calling and what they might be calling about. The goal is to help employees have more personalized conversations that lead to great customer outcomes.

Consider the recent deployment with a large UK car dealership group that aims to increase new car sales by involving more of its employees in customer conversations. Using Spoke Phone, they can now take the rich customer conversations and information available to agents in their Twilio Flex contact center, and put it into the hands of over 4,000 employees who sit outside the contact center. To make this work, it was essential to quickly connect callers to the person who is best suited to drive a successful outcome, whether an agent or not. Now when a new prospect calls, Twilio Studio is used to quickly route the call to a local salesperson familiar with the car the person has been looking at online. What’s more, this call can be delivered on the salesperson’s mobile phone, complete with context including customer details and their recent clickstream activity on the website – the latter being enabled via integration with Twilio Segment.

Risk-free migration to the cloud

Reuse existing desk phones, extensions, and workflows to minimize employee and customer disruption as you move to the cloud.

As enterprises seek to retire on-premise legacy phone systems and move from the closet-to-the-cloud, the risk of changing the tools that employees use is risky enough, let alone changing everything else.

To ensure customer experiences don’t change, Spoke uses Twilio Studio to replicate existing IVR flows and customer journeys. To ensure employee journeys don’t change, employees keep their same extension numbers and same DID numbers on Spoke – they can even keep the same desk phones. This allows for minimal disruption while your business modernizes with cloud software.

To successfully democratize your contact center and drive improved outcomes, it’s essential to quickly connect the customer to the right person, whether in the contact center or not, and provide them with the rich context and information needed to drive a successful outcome.

Ready to learn more? Ask for a demo.