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 Using Interactive Notifications to Improve the Customer Experience and Increase Revenue Opportunities

This webinar was originally broadcast on:
Tuesday, June 21, 2011 02:00 PM EDT / 11:00 AM PDT

In the Customer Care 2.0 era, proactive care operations using mobile technologies is essential for differentiating your company, providing a better customer experience at each point of contact, and improving business performance. Unfortunately, many companies lack the proper resources and guidance required to understand and effectively navigate the Care 2.0 landscape.
Forward-thinking organizations are implementing care-focused programs as an integral part of business operations. They have embraced the realism that greater focus on the customer experience is critical for retention, growth, branding, and ultimately - profitability.

By utilizing multi-modal, event-triggered SMS, voice and email notifications, you can proactively communicate with your customers, as well as agents, partners, and other stakeholders at specific points throughout the sales cycle. These automated communication paths drive information flow at the most appropriate times, using the customer’s preferred method of communication, and drive down costs by eliminating older, manual systems.

Dewey Anderson, Product Manager of Notifications Service at EasyLink Services International Corp., and Jon Crisler, Senior Sales Director of Notifications Service at EasyLink, will present an insightful look at how enterprise organizations can improve their customer interactions utilizing a Care 2.0 methodology. They will provide a high level overview of how a cloud-based, interactive notifications strategy utilizes event-triggered SMS, voice and email to create a personalized experience for the consumer.

Attendees will learn:
  • The importance of Cloud communications in today’s adaptive enterprise
  • Drivers for adopting notifications services
    • Increasing customer satisfaction
    • Reducing inbound calls
    • Converting opportunities faster
    • Evaluating, analyzing and improving customer care
    • And more…
  • How leading companies are using proactive, multi-channel campaigns – today
  • How to eliminate the cost of disconnected internal systems
  • How to integrate messaging into your business systems
  • Criteria for selecting an outsourced notifications service provider

Who should attend:
  • CIOs
  • CTOs
  • VPs and Directors, Information Technology and Services
  • VPs and Directors, Customer Service/Customer Care
  • VPs and Directors, Business Process Outsourcing
  • VPs and Directors, Service/Customer Retention
  • VPs and Directors, Telecommunications
  • Other executives responsible for customer and stakeholder communications

Presenters

Dewey Anderson
Product Manager, Notifications Service
EasyLink Services International Corporation

Dewey Anderson has over 30 years experience in the technical management field across a number of industries including banking, publishing, telephony, frequency marketing, and software development.. As the Product Manager of Notifications Service at EasyLink Services, Mr. Anderson oversees the conceptualization, evaluation, and development of notifications from both a marketing and financial standpoint. In addition, Mr. Anderson oversees the implementation and ongoing operations of all notifications services. Prior to joining EasyLink Services, Mr. Anderson was CTO of NetByTel, a speech recognition technology company. Mr. Anderson developed the first commercially available voice portal as well as the RealPages.com website. In 1997, BellSouth recognized Mr. Anderson as its Innovator of the Year. Mr. Anderson has provided consulting to a number of companies within the directory publishing and speech recognition industries, and has been a speaker and subject matter expert on a number of industry panels. Mr. Anderson currently holds seven patents.



Jon Crisler
Senior Sales Director, Notifications Service
EasyLink Services International Corporation

Jon Crisler is the Senior Sales Director of Notifications Service for EasyLink Services. Mr. Crisler leads all aspects of the sales and business development efforts of the Notifications Service platform for the EasyLink sales organization. As Senior Sales Director of Notifications Service, he is responsible for acting as the subject matter expert for sales of the Notifications Service platform including both Voice and SMS. Mr. Crisler works closely with EasyLink’s sales channels to expand the adoption of EasyLink’s Notifications Service. Mr. Crisler brings over three decades of sales, sales management and business development experience with the software, telecommunications and mobility industries to his role. Prior to EasyLink, Mr. Crisler held various sales and management roles at PGi, Air2Web and Sybase365. Mr. Crisler earned his degree in Computer Science from the University of Georgia.


Moderator

Patrick Barnard
Senior Web Editor
TMC

Patrick Barnard is senior web editor for TMCnet. He is former managing editor for Multichannel Merchant magazine, a Penton Media publication focused on all aspects of multichannel marketing. He is also former associate editor for Customer Interaction Solutions magazine, a TMC publication, and also served as assignment editor for TMCnet.

Barnard is also former editor of the Darien Times, a community newspaper serving the town of Darien, CT.


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