Cloud Customer Service
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Cloud Customer Service
Customer Service and Contact Applications in the cloud
Curated by Pierce Buckley
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Facebook And The Sudden Wake Up About The API Economy | TechCrunch

Facebook And The Sudden Wake Up About The API Economy | TechCrunch | Cloud Customer Service | Scoop.it

A spate of acquisitions and new funding point to a maturing API market. This is also reflected in the ubiquity of APIs across the application landscape. It’s not a new market by any means. The space is filled with companies that have leveraged the API build out that has happened over the past several years. Instead we appear to be at an inflection point.

Pierce Buckley's insight:

The app market that almost always depend on APIs also are further driving innovation. As more enterprise customers are moving to an API model to organise IT and at the same time consume more apps there are a lot of dots to join up. For example, the kind of customer experience offered by a big brand consumer-facing enterprise is very complex. So while it can now be built using APIs and S/I/PaaS apps, it still has to be orchestrated.

 

If you are an IT service companies or a System Integrator: you have to ask yourself whether any other model makes sense: either you are helping enterprises orchestrate APIs and apps or, ... well er, or nothing.

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MicroStrategy To Sell Angel.com Unit To Genesys For $110M - Forbes

MicroStrategy To Sell Angel.com Unit To Genesys For $110M - Forbes | Cloud Customer Service | Scoop.it
MicroStrategy this morning said it has agreed to sell Angel.com, its cloud-based customer experience management unit serving interactive voice response and contact centers, to Genesys Telecommunications for $110 million in cash.
Pierce Buckley's insight:

hmmm ... Genesys is going all SaaS before it's too late.

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Mobile Phone Network Truphone Raises $118M Led By Russian Tycoon Roman Abramovich, At $473M Valuation | TechCrunch

Mobile Phone Network Truphone Raises $118M Led By Russian Tycoon Roman Abramovich, At $473M Valuation | TechCrunch | Cloud Customer Service | Scoop.it

Truphone, a UK-based mobile network that lets its users make free or low-cost calls to other mobile devices, has today announced a large funding injection of £75 million ($118 million) from a group of investors led by Roman Abramovich, the wealthy...


Via VoicecloudJapan
Pierce Buckley's insight:

What amazes me is that the call plan features are not just offered as standard and in an even more flexible way from existing mobile service providers.

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[24]7 Intros the Next Generation of Chat and Announces first Customers | Opus Research

[24]7 Intros the Next Generation of Chat and Announces first Customers | Opus Research | Cloud Customer Service | Scoop.it
Promising step-function improvement in both revenues and customer satisfaction, customer care outsourcer [24]7 has introduced [24]7 Assist, a new Web-based chat platform that leverages the company's long-term investment in Big Data, analytics and...
Pierce Buckley's insight:

This is an interesting approach: Making it easier to use various types of data (e.g. on customer history, immediate context from the web interaction, etc.) to guide the web chat to agent experience.

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The end of landlines as we know them

The end of landlines as we know them | Cloud Customer Service | Scoop.it

AT&T's news yesterday that it wanted to shut down its circuit switched network is a big moment in telecommunications.

 

I and everyone I work with have been using skype for years and use VoIP for conference calls. In fact, most of us software folks have been 80% on-VoIP for years. 

 

BUT, we love to know we can switch to good old PSTN whenever VoIP quality is not good enough. And I can tell you we seldom invite important clients to VoIP-only conference calls - because they are just too unreliable.

 

It looks like AT&T, and soon most telcos, will be pulling the plug on the old public network. So IP telephony better get a lot better fast.

 

Obviously good quality reliable VoIP is available - but not really for your average punter. Who is going to push the telcos and new suppliers in the market to guarantee good quality audio calls for everyone?

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Dope'n'Stack - Cloud Anthem

http://www.dopenstack.com Alright Dope, you ready for this? You know it Stack, the whole world's gonna be watching this one. I just heard from DJ Glance, he'...
Pierce Buckley's insight:

This is fantastic. And it has the added advantage of making me kind of nauseous everytime I hear someone say "cloud" or even worse if I say it myself. This sort of pushes the jargon over the edge - so you have to acknowledge that a lot of the terminology and hype is ridiculous.

 

Oh, and it is very funny.

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Technology Exits in 2012

Technology Exits in 2012 | Cloud Customer Service | Scoop.it
Tech M&A in 2012 involving private companies saw 2277 deals with disclosed valuations of $46.8B. Google and Facebook were the most active acquirers of private tech companies in 2012.
Pierce Buckley's insight:

There are very interesting nuggets of information in this report:

 

VC-fuel is relatively uncommon: 76% of tech companies acquired in 2012 had not raised institutional investment (VC/PE) prior to acquisition.

 

Vast majority of acquisitions are small-ish (on a scale that goes to $1bn+): 80% of the acquisitions are less than $200M and 50% of deals are less than $50M

 

Almost all purchases are strategic: 94% of acquisitions were made by strategic buyers. Financial sponsors comprise a small 6% of deal volume.

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The perfect murder: How Facebook could kill the phone as we know it

The perfect murder: How Facebook could kill the phone as we know it | Cloud Customer Service | Scoop.it
Facebook jumped into an already crowded VoIP market with the update of its Messenger app last week. Robert Gaal, of Karma, says the company’s scale ultimately will allow it to kill off the phone.
Pierce Buckley's insight:

Facebook is not the only company in a position to completely change "the phone" as we know it. Google also has the phone numbers together with other identifiers of 100s of millions of users and a pretty good foothold in the IM space.

 

To some extent, in many companies the practice of calling someone has already changed completely. Even people in companies using the not so sexy Microsoft products office365 and lync hardly regard it as novel that they are calling people using just their email address and without a telephone number or a "phone".

 

But, of course, Facebook is potentially very well positioned to make this the norm for consumers as well.

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The ROI of Customer Experience | Voxgen

The ROI of Customer Experience | Voxgen | Cloud Customer Service | Scoop.it

We knew it must be so - but now there is evidence of a link between good customer experience and the financial performance of companies.

 

In this post, Wally Brill refers to research by Watermark Consulting showing a link between how companies perform on Forrester's customer experience index and their 5 year stock performance.

 

Watermark summarised the results: "For the five-year period from 2007-2011, the customer experience Leader portfolio outperformed the broader stock market, generating cumulative total returns that were 27% better than the S&P 500 Index and 128% better than the customer experience Laggard portfolio."

 

So shout out loud: customer experience impacts the bottom line!!

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