In this context, Enreach, a European provider of convergent communications solutions for companies, has presented the latest update of Enreach Contact, a modern solution that revolutionizes the role of the Virtual PBX.

New Enreach Contact Features

The new Enreach Contact has become an indispensable tool for companies of all sizes and sectors to improve workflows, equipment performance and communication with customers and suppliers. This cutting-edge solution allows workers to connect effortlessly from the device of their choice, anytime, anywhere. Among the most notable improvements is the seamless native mobile integration, which allows users to receive calls without installing applications or having access to the Internet. Additionally, the new version offers solid integrations with Google, Teams and more than 100 CRMs; it features advanced call routing with unlimited configurations and its PBX function effectively manages large call volumes. Lastly, its revamped interface and user experience further increases ease of use.

In this way, Enreach Contact equips workers with a robust communications system adapted to the needs of companies, with the following functions:

• Collaboration Chats: chat tools are a fundamental part of remote work by allowing the real-time exchange of messages, documents, images and videos. Workers can also forward calls and sync presence with Teams.
• Telephony: another essential channel to communicate in daily work tasks, and which Enreach Contact has improved by offering advanced telephony functions on all devices. Employees even have the option to include mobile telephony and integrate into the same system with various data subscription levels.
• Videoconferencing: to maintain the rhythm of day-to-day life and hold meetings that ensure the proper functioning of the team, Enreach Contact allows group video calls with people inside and outside the organisation.
• Integrations: the solution allows you to import contacts from MS Office365 and Google Suite; use MS Teams users as another extension of the switchboard and connection with more than 100 different CRMs.
• Reports and Analytics: To surpass the previous year’s results and improve team performance, Enreach Contact allows you to export call detail records (CDRs) and other relevant data for analysis in end systems. Furthermore, statistics on waiting queues are easily accessible.
• Security: devices come equipped with encryption and authentication measures. The management of connection IPs, blocking calls to certain destinations and activating alarms due to excessive consumption are part of the security measures.

Much more than a Virtual PBX

“Enreach Contact is much more than a Virtual PBX. We call it workspace because it allows employees to do their work with the same performance as in the office, regardless of their location around the world. If teams can communicate internally and externally from the same workspace, they have no limitations. Streamlining workflows, in terms of collaboration or customer service, means saving resources and, above all, time. We cannot imagine a better value proposition,” explains Carlos Jiménez, Commercial Director of Enreach.

La entrada Enreach Contact, A Tool That Will Revolutionise Business Communication se publicó primero en Enreach ES.

Understanding the B2B Customer Experience

The B2B customer experience is the process vendors go through before, during, and after purchasing a product or service from a B2B company. It combines different techniques to anticipate customer needs and customize automated technologies to meet their requirements.

A great B2B customer experience program drives revenue growth, improves your chances of upselling and cross-selling by 20-40%, and increases customer satisfaction.

Top 7 Best Practices For Improving the B2B Customer Experience

1) Develop a Customer-Centric Culture

As part of a customer-centric culture, it is necessary to implement a customer first strategy that takes an in-depth look at the end-to-end customer journey, tracking every touch point.

In this way, it will be possible to find out the possible causes of friction and eliminate them, as well as find areas where added value can be provided. Thus, a higher level of customer satisfaction will be obtained.

2) Approach Each Contact with Empathy

Empathy is an essential component of effective communication. Emotional intelligence is an important factor of the B2B customer experience in an increasingly digital world.

Recognizing customer requirements and connecting with them in every facet of the organization can help build rapport with B2B customers, fostering loyalty and trust, and fostering long-lasting relationships.

3) Offer Relevant and Unique Experiences

The key to converting leads is to make the shopping experience more relevant. Each phase of the purchase process, from communication to the appropriate recommendation, must be completed in a more relevant way.

Targeted and personalized experiences are becoming increasingly important in the race to deliver superior customer service. B2B buyers value offers that are focused on those services and items that are most useful to them rather than presenting them with several irrelevant options.

4) Take Advantage of Automation Tools

Before making a choice, customers examine the advantages and disadvantages of various options. To develop a seamless B2B customer experience, Artificial Intelligence (AI), automation, and Machine Learning (ML) can be used as a competitive advantage.

With these tools, customers’ needs can be more understood and met. On the one hand AI-powered solutions reveal behaviour and customer experience (CX). On the other hand, Machine Learning (ML) algorithms produce personalized offers and recommendations. These techniques can be used to monitor B2B customer satisfaction.

5) Collect Customer Feedback and Act On It

Consumer feedback lets you know how they feel about a company, its products and services. They can also help an organization uncover the root cause of potential customer churn and attrition.

Through surveys, companies can find out whether or not customers are happy with a business and what problems they are having with their buying experiences, obtaining information, and resolving queries.

6) Provide Proactive Support

Instead of waiting for customers to contact a company, it is important to anticipate and contact them through the use of CRM technologies. By doing so, B2B companies can determine when it is appropriate to contact a customer and provide support. Also, by using customer data, you can determine when they might need help.

7) Facilitate Post-Purchase Support

Post-purchase support is one of the keys to developing strong connections. In addition, it involves helping customers figure out how to use your new products more effectively and consistently to meet their needs. Even after a transaction has been made, the CX continues.

Maintaining a long-term relationship with customers is essential to offer reliable after-sales support services. Post-purchase service includes meeting changing customer demands as a business expands. It also implies offering help for the resolution of queries and continuous updates on the product.

La entrada 7 Best Practices To Improve the B2B Customer Experience se publicó primero en Enreach ES.

Insurers recognize the growing demand for digital services. In fact, according to KPMG, around 85% have strengthened their move towards digitization, while 80% have improved their efforts to offer a seamless user experience (UX). These two concepts are intrinsically intertwined as the right mix of digital channels can increase customer satisfaction.

What Are the Advantages of Digital Transformation in Insurance Companies?

Digital transformation supported by innovative software tools can stimulate the development of specific insurance organizations and positively affect the entire industry. This transformation involves leveraging digital technologies to revamp existing operations, work cultures, and customer experiences (CX).

These are the main advantages of digital transformation in the insurance sector:

• Obtaining key business insights through predictive analytics to make faster, real-time business decisions.
• Better management of resources, reduced costs and minimized deadlines in work processes.
• Improved claims processing and more proficient underwriting.
• Fewer complaints, along with a better customer experience and relationship.

What Aspects Must Be Taken Into Account in the Field of Modern Digital Insurance or Digital Insurance 2.0?

1) Focus on the Customer

The customer-centric approach denotes the alignment of the organization’s offerings with the current and future demands of consumers, with the goal of maximizing their financial value. Such a strategy stems from an understanding of customers, their preferences, their likelihood of retaining brand loyalty, and opportunities for future evolution of relationships.

2) Personalized Service Offers

Personalization is a must for today’s insurance companies. It is important that agents offer consumers those products and services that suit their needs. Solutions based on Artificial Intelligence (AI) help collect and analyze user information in order to meet this objective.

3) Operational Efficiency

Operational efficiency is a general approach that helps address several challenges facing the insurance industry today: rising expenses, altered consumer expectations, and increased competition, among others. To optimize their efficiency, insurers adopt programs aimed at improving flexibility and agility and simplifying operations, thus elevating the user experience and saving costs.

The corresponding methods mainly include:

• Standardization of business processes and correction of legacy systems.
• Implementation of intelligent automation.

4) Open Connected Platforms

To effectively take advantage of digital channels, the insurance ecosystem must open up to external players. With the availability of standardized insurance APIs, companies can be equipped with the right tools that enable superior interoperability with external ecosystems, including banking, healthcare, and the Internet of Things (IoT), among others.

The open insurance paradigm allows insurers to offer their new digital services with greater flexibility, scalability, and speed to meet ever-changing customer demands.

5) An Omnichannel Model

An omnichannel approach implies that the sales and marketing processes are carried out through multiple channels. The latter includes the website of an insurer, the user’s smartphone, physical stores, social applications, messaging, etc. The goal of an omnichannel model is to consolidate communication across channels to provide a seamless transition from one to the other and create a seamless and consistent overall customer journey.

The changing needs of customers have shaped the digital transformation that includes a portfolio of services and a variety of products customized and adapted to meet them. Add-ons and bespoke insurance solutions mean that the old one-size-fits-all model is now obsolete.

In conclusion, in order to properly implement innovation and growth plans in the new era of Digital Insurance 2.0, insurers must focus on the following aspects:

• Communicate with consumers when they are motivated.
• Strengthen conventional channels with digital capabilities.
• Integrate new digital contact points that are more beneficial for both the client and the insurer.

La entrada How To Improve Customer Engagement with Insurance Companies se publicó primero en Enreach ES.

This agreement represents a further step in Enreach‘s collaboration with Microsoft, in which the converged solutions company was included as one of the first participants in Operator Connect, the Microsoft program that seeks to provide switched telephone network connectivity (RTC) through Teams.

Promote The User Experience (UX) As One Of The Objectives

With Operator Connect for Microsoft Teams, Teams users can take advantage of Enreach’s telephony services from within the app. Thus, the collaboration tool becomes a complete business telephony system from which you can receive and make both internal and external calls to mobile or landlines. With this solution, Enreach fulfills its goal of making its extensive experience and product portfolio available to the more than 270 million users of Teams.

“Our main premise is to offer a unique user experience, and this involves adding the best communications solutions on the market to cutting-edge tools such as Teams. Being pioneers in being part of programs such as Operator Connect means that we have an innovative service that perfectly responds to the needs of the most demanding customers,” explains Alfred Nesweda, CEO of Enreach Spain.

Similarly, Martin Classen, Product Manager at Enreach, adds: “The launch of Operator Connect for Microsoft Teams is part of Enreach’s ongoing strategy to work with best-in-class technology partners like Microsoft. The main objective is that partners and customers benefit to the maximum from the convergence of different communications, collaboration and productivity tools in perfectly integrated solutions. We also believe that Enreach’s voice solutions are a great fit with Microsoft’s productivity portfolio, powering our customers’ experience with Microsoft Teams. Something our European customers look for when using our solutions. Therefore, we at Enreach are very pleased to strengthen our relationship with Microsoft and serve our customers according to their needs.” 

For his part, Taimoor Husain, Chief Strategy Officer of Modern Workplace and GTM for Telecom Enterprises at Microsoft, says: “Microsoft decided to create the Operator Connect program to evolve direct routing and enable carriers to offer a seamless calling experience with higher quality equipment. There are many deployment options for Direct Routing, but we identified a need for operators to use it as a service to customers. With Enreach’s extensive knowledge and experience in the field of delivering voice services over its own fixed and mobile networks, they are the perfect complement to providing Operator Connect for Microsoft Teams.”

Alliance With AudioCodes

Enreach has chosen AudioCodes as its official partner in the Microsoft Operator Connect Accelerator to provide its customers with a complete Microsoft Teams phone system connectivity solution that meets and exceeds Microsoft SLA standards and quality metrics.

“AudioCodes is delighted to partner with Enreach. As an Operator Connect Authorized Partner for Microsoft Teams Accelerator, AudioCodes enables Enreach to offer its customers Direct Routing and Operator Connect services as an integral part of its Microsoft Teams offering, all backed by AudioCodes’ guarantee of quality, flexibility and affordability;” concludes Andy Elliot, vice president of global marketing for AudioCodes.

About Enreach

Enreach is the market leader for IP telephony and Unified Communications as a Service (UCaaS) in Europe, according to the annual Frost Radar report. The group defends a style of open collaboration that makes contact between companies and teams magical. Putting the right technology within reach of every type of business, no matter the size, is what entrepreneurs; wholesale partners and service providers do every day.

The group offers a complete portfolio of collaborative technologies and telecommunications services (Unified Communications, Collaboration Services, Cloud Hosted Telephony Integration Services, Installation Services, Virtual PBX, SIP Trunk Services…). It offers products, services and solutions in communication, collaboration and connectivity, integrating them into business systems of all shapes and sizes to meet your contact needs. Plus, it makes it easy to integrate business technology, connectivity, and productivity for organizations as they grow. Companies in different industries have requirements to keep in touch with their employees and customers. Its products and services optimize these touch points, enabling people to reach new levels of productivity.

About AudioCodes

AudioCodes is a leading provider of advanced communications software, productivity products and solutions for the digital workplace. AudioCodes enables enterprises and service providers to build and operate all-IP voice networks for unified communications, contact centers, and hosted business services. AudioCodes offers a wide range of innovative products, solutions and services that are used by large multinational companies and leading tier one operators around the world.

For more information, visit: http://www.audiocodes.com, as an approved partner of Operator Connect for Microsoft Teams Accelerator.

La entrada Enreach Obtains The Certificate To Include Its Solutions In Microsoft Teams Operator Connect In Collaboration With AudioCodes se publicó primero en Enreach ES.