Enterprise-level organizations tend to have specific and unique needs compared to smaller businesses. After all, these organizations tend to have multiple locations and hire hundreds, if not thousands, of employees. They also have a far higher number of customers than smaller businesses, and they often have thousands of web pages that need to be maintained. To say it’s all a lot of work is an understatement.
Modern businesses all rely on the internet, web applications, and software solutions. Large enterprises likely have different software and applications integrated as well. If not, they certainly should. Many businesses still face digital transformation challenges, but it’s a trend that enterprises can’t afford to miss out on. This is the adoption of modern digital solutions to replace old manual or legacy systems. Most large organizations have likely begun this process in some way already, but here are some more ways they can be more proactive when it comes to industry trends.
1. Adopt modern contact center software.
The phrase “call center” likely conjures to the mind a collection of cubicles where agents are stuck answering irate customers and placing them on hold indefinitely. While this was an exaggeration, even with legacy systems, call centers still don’t tend to enjoy a pleasant reputation—at least not until businesses and customers experience a truly great one.
These days, calling it a call center is a bit outdated. Modern centers are typically called contact centers because they accept more than just voice calls. They may still use technology like predictive dialers to make outbound calls and interactive voice response (IVR) to receive inbound calls. Still, new technology goes far beyond that to offer an exceptional user experience and customer journey.
With Oracle call center software, you’ll be able to integrate your contact center with your Oracle Service Cloud to utilize improved campaign capabilities and provide better customer service and support than ever. You’ll be able to communicate with customers via email, text, social media, web apps, or any other channels of their choosing. With true omnichannel routing, they can even seamlessly switch between channels. A unified agent desktop makes it easy for agents to track conversations across all channels, thus boosting agent productivity. Oracle integrations make your online and offline support more powerful than ever.
2. Develop progressive web apps.
Progressive web apps (PWA) essentially combine the best of web apps and mobile apps. It’s a website built by web developers that runs in a browser, but it provides an app-like experience. Advancements in APIs have been the biggest enablers of this mobile web technology. It can be used for a variety of business needs, especially when it comes to future developments. As the name “progressive” implies, these web apps can be easily built upon, and developers will have no problem adding enhancements in the future. These could include convenient payment options for customers, instant access to customer support, or advanced search options, to name a few applications.
PWAs suffer no loss of functionality compared to regular websites. They offer an advantage over traditional mobile apps in that they don’t have to be found in a store or downloaded to a device. You’ll need to study your user base to determine if PWAs are really right for you, but they’re already exciting and look to play a big role in the future.
3. Take advantage of master data management.
Master data is any data that’s shared between two or more applications. If you’re working with integrated software, then you already have master data. You need a way to unlock its full potential. That’s where master data management (MDM) comes in.
This is essentially the practice of collecting all of your data from all of your systems and storing it in one convenient location that’s constantly updated. Data is at its most valuable when it’s accurate and current, and an MDM system ensures this. If you rely on collecting data in disparate systems, the only way that you can check all of it is to have employees manually transfer it between systems. This process is time-consuming and prone to errors, so it’s much better to have an automated system take care of it all for you. With the insights pulled for MDM, you’ll be in a much better position to analyze your organization and improve business processes.
These were just a few ways to become more proactive with enterprise trends. Keep a lookout for rising tech, and you’ll no doubt find even more ways to adapt.