Make your contact centre your epicentre for e-commerce

Many companies realise the opportunity in develop and leverage their e-commerce prospects, but in fact there is an even greater opportunity to make the contact centre the ‘central command’ behind e-commerce and bring this revenue-building stream into the customer experience line of fire.

This is according to Karl Reed, Chief Solutions Officer at Elingo, a leading provider of ICT services and solutions within the multimedia contact centre and enterprise IP telephony space.

“We provide on-line tracking tools that based on artificial intelligence (AI), and machine learning can identify trends, deliver insights, and offer preventative measures linked to various aspects of on line shopping,” Reed says.

As an example, identifying site specific trends identified by artificial intelligence and machine learning that can predict potential cart abandonment, adds Reed.

“Our platform includes communication channels to assist contacting the on-line user to mitigate the cart abandonment resulting in increased revenue potential!”

According to Reed, if Genesys PureCloud is positioned as the contact centre platform, it automatically links to-and makes available the PureCloud (AltoCloud) platform.

“Ecommerce is the portal into the customer experience,” Reed continues. “As an ecommerce tool, AltoCloud products work inside PureCloud.”

So what are the benefits for a company that is looking to leverage cloud, artificial intelligence and machine learning to integrate with the customer experience and drive e-commerce?

There are several says Reeds, including stopping the negative response or preventing no response, being able to ascertain where people are on the website and why they are visiting a specific page.

“With AltoCloud you can see people’s journey and what they are doing, we can see trends and the time they are looking at something specific on your site. If you need agents, at what time do you need agents (it may not be traditional office hours), where are you looking and when do they need help,” says Reed.

The essence of this solution and technology is that it offers the business owner insight into what people do when they shop online, why, how, where and when. This is crucial information for the development and sustainability of an e-commerce offering.

“It’s about understanding traffic in and around your ecommerce portal. It’s about effective workforce management utilising modules strategically and using the bundle’s functionality to monitor and track your e-commerce exploits. One of the value-adds to this technology is its success can be measured and there is an immediate ability to ascertain whether or not it is linking up with your business requirements, whether it is adding value to your e-commerce strategy and how… the proof is in the use,” Reed continues.

Elingo is managing the process behind a Proof of Value for the integration of its platform at a well-known travel agency and thus-far the agency is able to measure the value of each transaction, how many customers abandon their trolleys and what action can be taken.

Elingo invites the market to keep a look out for further exciting developments and engage with the company to see how this technology can make a difference to your business!