SMEs in particular can score with excellent customer service. In this article we show how cloud supports them.
Whether corporation or SME: Today companies of all sizes have to offer excellent customer service. DFI club shows what cloud technologies can do.
From social media to messenger services to chatbots – Steffen Ebner, CEO B2B at Komsa, and Heinrich Welter, Vice President EMEA Central at Genesys, talk about the extensive possibilities that arise from the cloud. It is not just about quick installation and integration, but also about legal certainty with which system houses can market these solutions to their end customers.
Specialist journalist Sven Hansel from DFI Club moderates the webcast and first of all wants to know from the viewers what kind of cloud applications your company is already using. According to this, one in three (33 percent) has advanced applications such as business applications in the cloud, and a good fourth (27 percent) also have business-critical ones. So far, seven percent have left it with basics such as storage and collaboration.
Without a Cloud, It is difficult in lockdown times
The companies that have not yet migrated to the cloud are increasingly asking the speakers. “They regret that now, because without a cloud it is difficult in lock-down times to let employees work in the home office,” says Welter. By Friday, Genesys plans to develop offers through partners such as Komsa “on how to get into such systems quickly”. Welter emphasizes: “You have to concentrate on your core business.”
Ebner assumes that end customers’ expectations will also change sustain-ably. “The customer will get used to buying online and will then want to get in touch with the company online,” he says.
Komsa includes the solutions from Genesys in the cloud program. “System houses and business dealers can now obtain the Genesys Cloud from Komsa Cloud Services,” says Ebner. The distributor takes on training. “We have a hotline,” emphasizes Ebner. From Genesys’ point of view, Komsa acts as a multiplier in the middle class. “Small and medium-sized companies are now experiencing the problems that the large corporations have been having all along. Customers expect multi-channel. The Amazon effect is there!” Comments Welter.
This is also confirmed by another survey among the webcast participants: A clear majority of 78 percent names the many channels and process automation as the biggest challenges for medium-sized companies, a further 67 percent additionally the increased expectations of service and 33 percent in the high volume of inquiries. “Artificial intelligence can help here,” Welter emphasizes.
To the technical side: the Genesys Cloud offers voice, telephony, omni-channel, self-service automation and the connection of IoT devices. The provider assures end-to-end responsibility. “Not everything has to be in the cloud, I can combine it with on prem components,” explains Welter. The Genesys Cloud can connect to any other system via open interfaces. He concludes: “Many medium-sized companies have excellent products, now they also need excellent service around these products.”
“May someone show me a more secure data center than Amazon’s …”
Ebner adds: “Komsa has all the information about the Genesys cloud and supports marketing.” The distributor usually offers business breakfasts with ten to twelve partners from the system house – an offer that is of course currently paused. “Then it goes on, how can the customer integrate the solution into their existing systems,” reports Ebner. Komsa also answers legal questions, because everything must be DSVGO-compliant. The company has also set up its own billing platform. “We want to offer the customer the whole thing end-to-end,” says Ebner. Komsa works with a law firm specializing in IT law. With good reason: as another survey shows
After all, the viewers themselves get the floor. “What can you offer customers who don’t want to go to the public cloud?” Asked one question. Welter would first ask a counter question here: “Is this a legal requirement or just a gut feeling?” Because: the public cloud is even BaFin-compliant. Welter smiles: “Someone might show me a more secure data center than Amazon’s …” Then he says: “Of course there are also solutions that can be operated in the private cloud!”
- Amram is a technical analyst and partner at DFI Club Research, a high-tech research and advisory firm .He has over 10 years of technical and business experience with leading high-tech companies including Huawei,Nokia,Ericsson on ICT, Semiconductor, Microelectronics Systems and embedded systems.Amram focuses on the business critical points where new technologies drive innovations.