You know you need a customer contact management solution that will meet your needs and deliver a strong return on investment (ROI), but how do you know for sure what solution to pick? Vendors will be quick to tell you that their solution is the best fit for your company, but you also know that each customer contact management solution is a little bit different. They can’t all be the perfect fit, which means you have to do some checking on your own. The good news for you is that technology research firm Gartner has done some of the work. This unbiased firm provides keen insight into some star players in the industry, lending to your knowledge base before you make your selection.
Customer Contact Management Provider: Aegis
Aegis is a global outsourcing services company and part of the Essar Group, a company that drives $15 billion in annual revenue. Aegis recently announced that Gartner has positioned it in the Gartner Magic Quadrant for Customer Management Contact Center solutions in 2010. This report was published in December 2010. To be considered for this positioning, Aegis had to demonstrate worldwide revenue of a minimum of $500 million or a minimum 25,000 contact center BPO full-time equivalent agents. Aegis is one company that has been able to leverage its strength in customer contact management to drive success in the global market, garnering recognition from leading third-party providers.
Customer Contact Management – Why It Works
Aegis has demonstrated its ability to leverage key customer contact management platforms in order to drive customer service success. The company competes in the contact center space, which is a booming industry. Aegis expects this industry to expand in the near term as buyers are shifting their focus from cost containment to revenue generation, as well as service improvements. Forecasts for year-over-year growth show 6.2 percent in 2011 and 6 percent in 2012. As Aegis continues to capture key value-added processes through customer contact management, the company will be able to capitalize on the growing opportunities in this space. Why does customer contact management work? Essentially, customers want to be sold to and they want good service. Customer contact management enables the contact center – or the sales team – to provide both, driving sales revenues and profitability.
Why You Need Customer Contact Management
Whether you are operating a multi-seat contact center like Aegis, or managing a small sales team to meet your revenue goals, you can benefit from customer contact management. These solutions enable you to fully manage your internal activities and efforts toward sales goals. If yours is a call center environment, you can track all interactions with the customer to identify opportunities to up- or cross-sell products or services. If you are a small business with a productive sales team, you can leverage customer contact management to keep track of all customer activities and interactions to more easily close deals and satisfy customer needs.
The industry or size of your organization matters little; what matters is your focus on sales and how this impacts your organization overall. If you want to drive effective productivity within your sales department, you need customer contact management.