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2021 TMC Labs CUSTOMER Innovation Winners Espouse Modern Customer Support Values

By CustomerZone360 Staff December 30, 2021

As we put the finishing touches on the 2021 CUSTOMER TMC Labs Innovation Awards, the most popular words of the day are variant, Omicron and Spiderman.  It is fitting then that the two winners of this year’s awards are very useful “far from home” (the Spiderman prequel to the current No Way Home) useful, thanks to the Omicron variant and other COVID-19 strains.

The Crexendo VIP Platform allows video meetings and webinars for up to 200 attendees, manages Interactions of all types includes Team Chat (persistent chat) and SMS, along with traditional phone communications for up to eight devices. In addition, a CCaaS Solution that is directly integrated into the platform allows for a multi-channel handling of Customer Interactions.

ViiBE is a web-based solution allowing for remote video assistance, ticketing, and knowledge management, designed for technical support and after-sales services. Targeted at businesses of all sizes, it offers superior remote diagnosis thanks to a live video stream combined with AR and collaborative tools. An expert or inspector can send a link to an operator in need of assistance or on-site employees preparing for an inspection to start the call. In one click and without a download, the person receiving the link will have access to ViiBE video communications with the expert.

Video usage has skyrocketed thanks to the pandemic and there seems to be no end in sight to the growth potential of remote solutions – pandemic or not.  Hopefully next year, the pandemic will be fully in the rear-view mirror but technologies similar to those from Crexendo and ViiBe will continue keeping us productive.

Crexendo

Crexendo VIP Platform

The VIP in the VIP Platform stands for Video, Interactions, and Phone. It is a combination VCaaS, UCaaS, and CCaaS solution that provides video meetings and webinars for up to 200 attendees, manages Interactions of all types, includes Team Chat (persistent chat) and SMS, along with traditional phone communications for up to eight devices. These devices can include a browser-based phone, Android or iOS devices, an installable client, and a broad selection of traditional phones. For all devices purchased or consumed “as a Service,” Crexendo provides a customer lifetime warranty. Finally, the company backs the VIP Platform with a 100% uptime guarantee, which provides credits for any outages or disruptions. The 100% uptime guarantee is available to all users on the platform and does not require a premium service tier or other conditions to apply. The solution is easy to manage, easy to use, and very powerful for both UCaaS and CCaaS users – typically businesses with up to 2,000 employees.

In addition, a CCaaS Solution that is directly integrated into the Platform allows for full multi-channel Customer Interactions.

Unless you want to access using traditional SIP Phones, no on-premises customer equipment is required. The solution is hosted at three primary sites in North America, which function as fully redundant active/active/active data centers. Two of the three data centers are Tier 5 (Class 5) data centers. The inherent reliability of this approach plays into Crexendo’s 100% uptime Guarantee.

The differentiator here is Crexendo combines the VCaaS, UCaaS and CCaaS features with integration into 350 popular CRM and productivity tools, including Microsoft Teams, with the 100% uptime guarantee in such an easy to manage environment. Company administrators or site managers have all of the tools they need to easily manage their organizations in a portal-based environment, where new users can be added in a minimal number of clicks and in less than one minute. Crexendo also provides integrated MOS scoring by call leg for quality management, along with contact center tools to deliver and exceptional customer experience.

A big differentiator is the active/active/active deployment utilizing geo-redundant Class 5 Data Centers to provide the 100% uptime uptime guarantee across all user types and classes without requiring a premium service Tier.

Other benefits include:

  • Customers may mix and match seat license types across their organization. If someone needs a single-device Professional license for a mobile phone or the elite user role that supports up to eight devices and all of the video capabilities, they aren’t required to purchase the same capabilities for all users. The same is true for the contact center agent and supervisor roles.
  • Crexendo also offer a customer lifetime warranty on all devices that are purchased or delivered “as a service” from Crexendo and will repair or replace them for the life of the customer. In addition, the company supports a vast array of BYOD devices for customers who choose to not acquire devices from Crexendo.
  • US-based support available 24/7/365 by live interaction for all customers, and the solution is simple to manage and simple to use through the self-management portal.
  • The robust platform supports nearly 2 million users today.

We chose the Crexendo VIP Platform to win the 2021 CUSTOMER TMC Labs Innovation Award in part because of the sheer breadth of functionality of the solution. In addition, Crexendo’s commitment to ensuring maximal uptime. This includes their active/active/active deployment utilizing geo-redundant class 5 data centers to provide the 100% uptime guarantee across all users types and classes without requiring a premium service tier. The great news is all users and customers, are covered by the 100% uptime guarantee for reliability and dependability.

ViiBE

ViiBE solution

ViiBE is a web-based solution allowing for remote video assistance, ticketing, and knowledge management, designed for technical support and after-sales services. Targeted at businesses of all sizes, it offers superior remote diagnosis thanks to a live video stream combined with AR and collaborative tools. An expert or inspector can send a link to an operator in need of assistance or on-site employees preparing for an inspection to start the call. In one click and without a download, the person receiving the link will have access to ViiBE video communications with the expert. They can then use various collaborative tools to diagnose and solve the problem. When the communication ends, all call participants are asked to give their opinions about the quality of the call, whether the issue was resolved, and if the need to travel on-site was avoided. This exit ticket helps track KPIs such as NPS, FCR, and customer satisfaction on dashboards. The ticketing system enables participants to classify the troubleshooting/inspections and to retrieve the data generated during sessions.

ViiBE is totally web-based, so customers can better connect their guests (partners, subcontractors, customers, suppliers...) in ViiBE sessions without typical IT restrictions. It has been particularly useful for maintenance activities with service providers, inspections, and audits in B2B environments. ViiBE can be compared to a next-generation Interactive Voice Server, hosted in the cloud and configurable in a few clicks.

The solution reshapes the way salespeople, operators, and mobility engineers get in touch with the right experts in real time, without call redirection or operational pauses. An agent can also schedule a call with a client, request an expert in advance, and upload documents before a call.

ViiBE also helps create folders/tickets to organize interventions. The ticketing/archiving system is really helpful to categorize inspection sessions, remote audits, and more – effectively any use cases that require several calls.

ViiBE enables its partners to capitalize on their experts/engineers in the field to better train and onboard their new workforce and promote self-learning using its Deep Research feature.

The built-in routing system, effectively a next-generation interactive voice server, helps to pinpoint the right expert in real time. Rather than spending valuable time in the field, attempting to track down an individual who can advise on a particular issue, ViiBE’s routing system eliminates the need for a contact sheet or call redirection. ViiBE helps an organization map out the expertise within its network, to determine (and tag) where relevant individuals are located and what subject matter expertise they can render. In a few clicks, a field operator troubleshooting an issue can find the optimal advisor in the nearest expertise center. The field operator can get on the platform via a shortcut link and enter a query (e.g., hydraulic pumps in Houston) to identify and send a link to all the experts tagged with that background and connect through a ViiBE call.

ViiBE recognizes the multi-entity nature of large organizations and co-opetition common in many large industries that require a billing system to separate the independent entities. ViiBE created an automated system to handle the distributed billing and invoicing, separating regional divisions within a company or between partners. Attaching, or tagging, the appropriate people to the relevant billing center, while maintaining the expertise network, ViiBE supports these organizations to maintain their distinct management practices.

The solution is designed to be used without requiring prior training, in order to respond to the urgent need for assistance in the field. It is a web app that can be deployed in a client's IT environment in one day and on a global scale. It is accessible in one click and without download and its compatibility extends to all devices (smartphones, tablets, PC) as well as RealWear connected glasses. ViiBE is also integrated with Zendesk, Salesforce, Microsoft Dynamics, and IBM Maximo.

We chose the ViiBE to win the 2021 CUSTOMER TMC Labs Innovation Award in part because we were impressed with the capabilities of the offering – especially white-label functionality which allows the client to apply its own branding to the solution, as well as the creation of virtual call centers, enabling the rapid and direct routing of calls to experts in relation to the problem they are facing. Finally, we like the fact that internal API documentation is available so companies can build their own integration on top of ViiBE.




Edited by Erik Linask
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