Gartner: top five customer services technologies
In a recent report made by Gartner, the company highlighted the importance of investments in customer services technology in order for companies to deliver on their customer experience goals.
“Organisations’ customer experience priorities have changed, not only from year to year, but also in response to the COVID-19 pandemic,” commented Drew Kraus, vice president in Gartner’s Customer Service & Support practice.
“As a result, this year’s Hype Cycle encourages service and support leaders to approach the broad range of service and support technologies as an integrated ecosystem of functionality, rather than as a set of separate, compartmentalised systems. In doing so, they can better analyse investments that will provide consistent, effortless, intelligent and holistic customer service experience.”
Customer engagement hubs (CEH)
Customer engagement hubs (CEH) enable proactive and reactive communication, as well as personalised and contextual customer engagement. CEHs enable this via an architectural framework that ties multiple systems together, using humans, artificial agents and sensors across the multiple interaction channels.
Customer service analytics
Customer service analytics combine interaction analytics, customer journeys and next best action analytics, to provide real time and historical insights.
Garnter reports that this technology has the potential to uncover a diverse range of insights which can be harnessed to improve the performance of advisors and the operation.
Voice of the customer (VoC) solutions
Voice of the customer (VoC) solutions combine multiple siloed technology for direct and indirect customer feedback capture, storage and analysis. The technology can provide greater insights, improve accuracy and help companies to make confident decisions.
The holistic approach of integrating data from multiple sources, provides an overall insight for companies to manage brand perceptions and understand customer experience.
Chatbots - technology that uses apps, messaging platforms, social networks or chat solutions for customer engagement. The technology can range in sophistication and has played an important role for many organisations responding to the impact of COVID-19.
Virtual customer assistants (VCAs)
Virtual customer assistants (VCAs), this technology acts on behalf of companies to engage, deliver information or act on behalf of customers. Garnter reports that by harnessing this technology companies can scale up their number of engagements that they can handle - especially in contact centres.
Check Point: Securing the future of enterprise IT
Cybersecurity solutions provider Check Point was founded in 1993 with a mission to secure ‘everything,’ and that includes the cloud. Conscious that nothing remains static in the digital world, the company prides itself on an ability to integrate new technology with its solutions. Across almost three decades in operation, Check Point, with its team of over 3,500 experts, has become adept at protecting networks, endpoints, mobile, IoT, and cloud.
“The pandemic has been somewhat of an accelerator in the evolution of cyber risk,” explains Erez Yarkoni, Global VP for Cloud Business. “We had remote workers and cloud adoption a long time beforehand, but now the volume and surface area is far greater.” Formerly a CIO for several big-name telcos before joining Check Point in 2019, Yarkoni considers the cloud to be “part of [his] heritage” and one of modern IT’s most valuable tools.
Check Point has three important ‘product families’, Quantum, CloudGuard, and Harmony, with each one providing another layer of holistic IT protection:
- Quantum: secures enterprise networks from sophisticated cyber attacks
- CloudGuard: acts as a scalable and unified cloud-native security platform for the protection of any cloud
- Harmony: protects remote users and devices from cyber threats that might compromise organisational data
However, more than just providing security, Yarkoni emphasises the need for software to be proactive and minimise the possibility of threats in the first instance. This is something Check Point assuredly delivers, “the industry recognises that preventing, not just detecting, is crucial. Check Point has one platform that gives customers the end-to-end cover they need; they don't have to go anywhere else. That level of threat prevention capability is core to our DNA and across all three product lines.”
In many ways, Check Point’s solutions’ capabilities have actually converged to meet the exact working requirements of contemporary enterprise IT. As more companies embark on their own digital transformation journeys in the wake of COVID-19, the inevitability of unforeseen threats increases, which also makes forming security-based partnerships essential. Healthcare of Ontario Pension Plan (HOOPP) sought out Check Point for this very reason when it was in the process of selecting Microsoft Azure as its cloud provider. “Let's be clear: Azure is a secure cloud, but when you operate in a cloud you need several layers of security and governance to prevent mistakes from becoming risks,” Yarkoni clarifies.
The partnership is a distinctly three-way split, with each bringing its own core expertise and competencies. More than that, Check Point, HOOPP and Microsoft are all invested in deepening their understanding of each other at an engineering and developmental level. “Both of our organisations (Check Point and Microsoft) are customer-obsessed: we look at the problem from the eyes of the customer and ask, ‘Are we creating value?’” That kind of focus is proving to be invaluable in the digital era, when the challenges and threats of tomorrow remain unpredictable. In this climate, only the best protected will survive and Check Point is standing by, ready to help.
“HOOPP is an amazing organisation,” concludes Yarkoni. “For us to be successful with a customer and be selected as a partner is actually a badge of honor. It says, ‘We passed a very intense and in-depth inspection by very smart people,’ and for me that’s the best thing about working with organisations like HOOPP.”