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Tech Tank – Enhancing Customer Engagement with Omni-Channel Self Service


Presented By: CRMXchange

Live Date: November 14, 2017. PLEASE SIGN IN FOR RECORDING.

Presentations by Aspect, Inbenta, and inContact

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About the Webcast

A recent 451 Group survey shows that 55% respondents prefer self-service tools to avoid calling a customer service agent. Therefore, many businesses today have invested in conversational tools that can help improve the way they interact with customers and nurture relationships across the customer journey.

This roundtable explores the most effective methods of providing customers with expanded capability to resolve issues on their own first, then seamlessly move to other channels. 

See how to:

  •  Integrate different channels, both voice and digital, into a self-service interaction
  • Actively propose self-service to your customers, even before there’s an actual issue to resolve
  • Identify what is crucial when self-service does not answer all the questions
  • Modernize your IVR with a combination of personalization and supplemental features through digital channels
  • Proactively reach out to customers and move from notifications to conversations
  •  Deploy enterprise-class chatbots and generate customer and business success 


About the Presenters

Evan Dobkin, Product Marketing Manager, Aspect

Evan Dobkin is the Product Marketing Manager for Aspect’s CXP self-service platform and strategic product relationships. What’s important to him is helping organizations modernize the way they interact with customers, with a focus on modernizing IVR and deploying chatbots to make real conversations possible

John Forrester, CMO, Inbenta

John started at Inbenta in October 2016 as the Chief Marketing Officer, leading all aspects of global brand, demand generation, digital marketing, advertising, PR, and events. Prior to his current role, John served as the CMO of Workato, where he led the marketing, sales, and customer service teams. Previously, he was the VP of Marketing at Xero and VP of Product Marketing & Brand at RingCentral. He has held marketing management positions at VMware, YouSendIt, Samsung, and Microsoft.

Annette Miesbach, Product Marketing Manager, inContact

Annette is responsible for product related marketing activities of the inContact Customer Interaction Cloud. Her focus is on Omnichannel Routing, including the inContact Omnichannel Routing Engine and Self-service IVR, the inContact My Agent eXperience™ (MAX) Agent interface and the inContact Studio Visual Routing Designer. She is also responsible for the Open Cloud Platform, in particular the inContact APIs and the inContact Pre-built Integrations. Prior to joining inContact, she has held various positions in both Product Management, Channel Support and Product Marketing both in the cloud and premise contact center industry, adding around 15 years of overall contact center experience to the discussion.