Last month Voxbone participated in the ICMI Customer Contact Expo in London. We had the opportunity to interact with a wide range of companies attending the event to explore the latest in Telecom, Internet and cloud communications technologies. Great opportunity to meet new industry contacts and catch-up with many of our customers and alliance partners in London at the historic Olympia Hall.
I spoke at the event on the subject of “Globalizing Customer Service.” Customers looking to reach a company today pick from a myriad of communications options including web, social media, text, phone and email across their mobile devices, PCs, tablets and phones. Managing these features and expectations across geographies, time-zones, languages and cultures can be a challenge. My presentation provided an overview of solutions using SMS, SIP trunking and WebRTC in the customer service context.
This theme was also shared in other presentations. For example cloud contact center solutions provider and Voxbone customer 8×8 presented the next day with one of their clients WebDM UK’s EasyRoommate service. Karine Teixera, Head of Customer Service for EasyRoomate shared her experiences delivering customer care to 10 million monthly web visitors across 25 countries in eight languages. One of the key advantages she reported among the tools 8×8 put at her disposal was the ability to obtain telephone numbers in multiple countries that ring at her contact centers around the world. Thanks to EasyRoommate for sharing this great example of using global customer service to support a Web based business.