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How will the Regional FinTech Ecosystem be Shaped in 2019?

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How will the Regional FinTech Ecosystem be Shaped in 2019?

The next generation payment platform based on Blockchain, MenaPay listed the trends that will form the agenda of financial technologies, particularly in the Middle East and North Africa region in 2019.

The finance world continues to transform into the technology axis in the new year. After 2018, where user-friendly solutions designed for emerging markets have accelerated, the regional financial technologies (FinTech) market is waiting for vibrant 2019. MenaPay General Manager Tolga Odoglu emphasized the 5 FinTech trends from the changes in the legal arrangements to new usage of blockchain technology.

Blockchain for everyone

In order for Blockchain to become widespread, people need to know this technology better. Although the crypto money does not work without the blockchain, the blockchain is not limited to Bitcoin and its derivatives. Teaching the difference between blockchain and cryptocurrency is the 2019 agenda of the ecosystem that does business on the blockchain. However, the consumer does not need to specialize in the pay area to take advantage of the features offered by the blockchain. Just as you don’t need to know the payment technology that uses its infrastructure to use a credit card, you don’t have to be a blockchain expert to use next-generation payment systems like MenaPay.

Payment technologies mention the consumer

The Z Generation, which grows in the age of internet and mobility, makes mobile-friendly solutions indispensable especially in the field of retail and banking. The share of the most widely used payment infrastructures today in the world e-commerce market is expected to fall from 23 percent to 15 percent in two years. The way to expand global market targets is to offer the consumer the preferred payment method. With the FinTech transformation, new payment methods have emerged to more effectively respond to customer needs.

Thanks to the Alibaba Group’s blockchain infrastructure, it can also offer payment solutions for consumer needs in different geographies outside of China and Asia. MenaPay also offers suitable solutions to the consumer without any bank, which constitutes 84 percent of the population in the Middle East and North Africa region. As a result of this belief, the masses who are unable to benefit from existing banking services gain a payment technology based on blockchains and mobile technologies.

We will benefit from artificial intelligence more effectively

Artificial intelligence helps to make faster decisions by analyzing high volume data faster and more effectively than a person. Artificial intelligence in financial technologies, fraud detection, investment consulting, there are many applications. The artificial intelligence, which predicts the financial fluctuations in the market, performs the most accurate operations based on this information.

The legislative arrangements designed to increase the transparency of artificial intelligence are envisaged to be implemented in 2019. We’re gonna start to use artificial intelligence more than ever this year. In this way, FinTech services will become more and more useful.

Legislation will be stretched for FinTech

Despite the rapid development of financial technologies, economic and legal systems are more cautious. In October 2018, the FinHub, which was launched by the US financial authority SEC to create a communication channel between FinTech entrepreneurs and regulatory leaders, is of great importance in this respect. FinHub will also provide consultancy services for blockchain and other FinTech solutions.

In 2019, large-scale companies will launch enterprise blockchain products for real-world usage scenarios. In the last two years, regulators and policymakers have increased their interest in crypto money and blockchain. In 2019, the legal arrangements for financial technologies are expected to become more flexible.

Three key elements for Islamic finance

In the Middle East and North Africa (MENA) region where MenaPay serves, Islamic finance is very important due to belief and cultural values. However, this financial system needs full access to regulatory reforms, standardization, and FinTech.

The Arabian Gulf cities are competing to establish themselves as regional centers for FinTech. In Kuwait, the central bank has announced legal regulations for companies that have tried FinTech’s products and services. In February of this year, FinTech Bay in Bahrain will host about 30 companies working on cryptocurrencies, blockchains, digital payments, and other financial technologies. Abu Dhabi and Dubai are investing to increase the growth of FinTech initiatives.

The number of enterprises in MENA is expected to increase more than twice by 2020. The Global Islamic FinTech Summit will bring together experts, experts, investors, consultants, ecosystem supporters, bankers and regulators in various fields to share their experiences and ideas on developing the entrepreneurial ecosystem in the global Islamic economy.

The most important obstacles in front of the Islamic financial institutions that embrace FinTech are legal regulations and top management support. therefore, banks should see FinTech as a strategic necessity, not as a cost center.

About MenaPay; MenaPay is the first payment system based on blockchain technology in the Middle East and Africa. MenaPay makes payments through the encrypted blockchain network instead of traditional payment methods. It provides a secure and transparent payment network for every user and every aspect of everyday life.

Launched in November 2017, the MenaPay project aims to provide advanced payment services to 420 million people living in 18 countries in the region. MenaPay will distribute 75% of its total revenue to MenaPay Token owners. This sets a new standard for the crypto-foreign exchange sector that goes far beyond the normal level of incentives available to users and investors.

 

For detailed information;

First and Last Name: Ece Şimşekalp

Tel: 0535 983 40 37

E-mail: ece@menapay.io

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Ease of Interoperability and Other Perks in 2020 with the Wave of Cloud in Healthcare

Chris Holroyd

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Cloud in Healthcare

The age of cloud has taken over all of us and that too quite significantly. After all, gone are the days when the process of decision making was intuitive rather than based on actual facts and records. More than any other, the healthcare industry has been the one to face the wrath of such an inefficiency more than ever.

Think about it in this manner. Today organizations and enterprises no matter which niche of the business they fall into are leveraging the power of big data analytics solutions services for decision making. Hey are diving down into the customer’s data to answer questions like what are the current market trends, which products are the best buys during a particular season, how will the demands rise in the near future, and more. While this is just the tip of the iceberg, there’s more to what meets the eye in the Big data analysis of the ordinary business.

Healthcare and Data: The New Best Friends

However, when you come to the healthcare industry, you hardly find decisions being taken with strong empirical evidence. Medical personnel are still performing intuitive diagnosis and taking decisions based on their gut rather than something that is backed with strong data. Be it deciding the course of the treatment for a patient or analyzing their radiological image, there are more than enough areas in healthcare in day to day life, where decision making might have a few loopholes.

However, when one sees them in light of the data, new findings are observed. For example, this would mean analyzing more than a few thousand radiological images to understand the root cause of a problem. So, when a new radiological X-ray, MRI, or CT scan arrives, it already knows what is there to look for. Based on the thousands of parameters a neural network has self-examined without being explicitly programmed, they analyze and process information in a new case and generalize well.

We don’t say that this has to exist in isolation, but this can exist as a major enabler of technology assisting the doctors in actual decision making for a patient. After all, the ultimate aim of the healthcare system is to provide care services to the patient. 

And regardless of the form they take, the ultimate beneficiaries have to be patients. With technology to the rescue, the process of decision making is taking a significant shift, resulting in a more superior diagnosis in the light of new information. 

Data Sharing Enabling Tremendous Progress

In an exceptional case, for example, Google’s study on identifying breast cancer in women surpassed ordinary human medical staff. The algorithm was only fed chest X rays of around 70,000 women, while at the same time these images were shown to actual doctors along with other patient data such as the history of illness and more. 

In clearly visible effects, the algorithm was able to perform better than the medical staff and surpass human intelligence. While this study was a real eye-opener, imagine how difficult it would have been to process all the information, have multiple teams work on the same, and do more in the absence of cloud.

Therefore, the cloud is one of the biggest examples that is easing interoperability among organizations in the healthcare industry. The point is if the technological deployment has to take place in the healthcare industry to take it to a new level, data has to be made accessible for the right stakeholders.

While taking adequate security measures, people have to make the best use of data, which might require more than one brain. Different disciplines and scientists of multiple backgrounds might need to come together in one place, in spite of large geographical boundaries. In such circumstances, only the cloud can offer the respite that healthcare needs.

Irrespective of the point of origin, data has to be widely shared in the industry without having to be a bottleneck. And there is more than ever potential for cloud to outperform in the healthcare industry. This is direct because the industry is generating data like never before. More and more patients are approaching a medical facility for a wide variety of reasons. It is generating the kind of data that can take research to the new level.  The only bottleneck in the process is a data integration and seamless sharing.

With the latest cloud-based solutions, all the data integration and interoperability issues are put to the rest. The cloud platform performs separate spaces for organizations to carry out a variety of processes. For example, there is a traditional space for legacy transactional processing data that has formed the core of relational databases in the healthcare system until now.

While on the other hand, for organizations wanting to perform big data analytics services and store customer’s data that might include the medical history, medical records from the past, details of the current diagnosis, etc have a separate ensures. This ensures that one task stays independent of another while also integrating seamlessly whenever required. 

This is directly helping organizations replace the need for on-premise infrastructure for data storage. Such a system didn’t just occupy a lot of physical space, but had high maintenance and involved a lot of costs. While this hurt healthcare organizations directly, it was also a bottleneck for them to start deploying rapid agile methodologies over their data. 

However, with cloud solutions at the place, all this is out to the rest. Organizations can finally focus on what’s essential and optimize their costs only for the space they need. Finally, we have something in the place where healthcare organizations and scientists in the medical domain can finally concentrate on the end goals rather than being occupied in maintaining the big data platform.

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Microsoft Dynamics CRM vs. Salesforce

Chris Holroyd

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Microsoft Dynamics CRM vs. Salesforce

You might wonder what CRM solution is the best nowadays? Or which CRM solution will best fit your business? In terms of market share, Salesforce is the undisputed leader in the world. However, it does not necessarily mean that this CRM platform is the best solution for your business. In the ongoing CRM battle, Microsoft Dynamics CRM appears to be a credible competitor to Salesforce. The thing is that both Microsoft Dynamics and Salesforce products have developed extensive customer relationship management capabilities and offer broad functionalities for small and big businesses. On the rivalry path, it is hard to evaluate the opportunities and differentiate the benefits of each CRM solution. So what solution to choose? We’ve prepared a brief summary of both CRM systems to help you decide. 

What Is Microsoft Dynamics?

To some people, Microsoft Dynamics 365 can be somewhat a confusing term since it includes both ERP and CRM systems. Microsoft Dynamics 365 CRM is one of the Microsoft Dynamics 365 products. Among others, there are also Microsoft Dynamics 365 Business Central and Microsoft Dynamics 365 for Finance and Operations (both ERP systems). So now we’re going to dive deeper into Microsoft Dynamics 365 CRM. 

According to Gartner Magic Quadrant, this CRM system is gaining momentum and has become very attractive to businesses, being placed in the “leaders” box. Microsoft Dynamics 365 CRM is made up of 5 different apps covering sales, marketing, customer service, and retail. 

What is Salesforce?

Originally, Salesforce was founded as a SaaS CRM company, but now is an extensive enterprise platform-as-a-service (PaaS). It was initially created as a cloud-based solution with a single view of customers; therefore, it is an extremely customer-centric and intuitive platform offering comprehensive online training for all working with it.    

The core functionality of Salesforce is that its architecture is capable of scaling and upgrading automatically. 150,000+ companies worldwide utilize the Salesforce CRM system for enhancing their sales and marketing efforts. 

Microsoft Dynamics and Salesforce: Comparison

Even if Microsoft Dynamics and Salesforce offer almost similar core functionality, there are some criteria that differentiate them. So let’s compare two market giants in the CRM arena by the following criteria.

Ease of Use

Both systems have a similar web-based user interface where they can manage contacts and accounts, forecast sales, etc. Compared to Microsoft Dynamics, Salesforce is an exclusively cloud-based tool where navigation is performed by clicking on links on the side of the web page. In terms of functional design, Microsoft Dynamics has a search bar, making it easier for users to navigate. Furthermore, Microsoft Dynamics offers cloud, on-premise, or hybrid solutions.

Integrations and Add-Ons

In terms of elasticity and customization, Salesforce offers many more opportunities in the AppExchange, where 2, 600 apps are geared to optimize processes and build custom solutions. However, Microsoft Dynamics doesn’t lag behind as it benefits from integration with other Microsoft products, which plays a significant role in positive experiences for users who are used to dealing with Outlook, Office, etc. Furthermore, Microsoft Dynamics can be connected to Microsoft Power BI and PowerApps. 

One more distinctive criterion of Microsoft Dynamics is its upgraded capability to build personalized relationships via integration with Linkedin Sales Navigator. 

As for integrating the CRM systems with an ERP system, there can be some inconvenient factors that need to be considered and estimated beforehand. For example, if you want to integrate Microsoft Dynamics 365 CRM with one of the Microsoft Dynamics ERP systems (for example Microsoft Dynamics 365 for Finance and Operations or Microsoft Dynamics AX), keep in mind that this data integration process is not seamless because there is no clear data model yet. Nevertheless, there are robust cloud-based data integration solutions such as Rapidionline offering very flexible and seamless integrations between Microsoft Dynamics ERP and CRM

Artificial Intelligence 

AI tools that are available in both CRM systems make them unique and set them apart from other CRM applications. Sales and Service modules of Microsoft Dynamic 365 are integrated with artificial intelligence algorithms to provide natural language and make sales forecasts. Salesforce has Einstein, an AI-powered assistant that delivers smarter insights on customer journeys, suggests improvements, and offers a personalized experience to each customer by anticipating their actions and behaviors. 

How to Decide Which Solution Will Be the Best?

Being an industry-leading and scalable platform, both Microsoft Dynamics 365 CRM and Salesforce deserve to be the CRM system in your business. Each system has the ability to build custom solutions, having additional features and applications that can be integrated to get the required result. Some might prefer the look and feel and user experience in Microsoft Dynamics while others will be seduced by the  in-depth education and proven ready-made solutions offered bySalesforce.

Generally, there is no precise answer to this question. Because both are valid and valuable solutions. To choose, you need to evaluate your current systems, goals, and how much you are ready to invest. Even if your company uses other related Microsoft products, it does not mean that you have to stick to Microsoft for your CRM solution.  There are many advanced data integration solutions that provide you with out-of-the-box features that can integrate your ERP with either Microsoft Dynamics 365 CRM or Salesforce. With this in mind, you can be free to choose your CRM solution solely based on its capabilities and how they fit your business.  

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3 Ways to Make You Website Technically Adept To Bring In More Traffic

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Get More Traffic

When a business does not prosper well, it would have to take on debt on top of debt make things sail smoothly. However, chances are that business can take a turn for the worse and it might have to take on debt consolidation loans for bad credit from direct lender to get some reprieve from the financial burden of multiple loans.

Yes, I know, I have made a morbid introduction. Nonetheless, it is the absolute reality.

So today, I took it upon myself to ensure that your business does not have to face financial difficulties, especially given the current market. With social distancing becoming a way of life, an online business is expected to do a lot better than a physical store.

And for a business to go online, it needs to have a website that is beyond average and entering the realms of great.

Here are three ways you can do that.

Don’t Go Overboard With the Content

The foremost thing to understand about building a website is that here s a high likelihood that the people, who are going to visit it, may not read everything on it.

It may seem a little abrasive and inconsiderate, since you are going to out in a lot of effort in making it, and the least the user could do was give it a thorough read.

Now, I’ll ask you one thing, when was the last time you visited a website and read everything on it? I am sure you cannot think of an instance.

So, when you develop your website’s content do not go into the depths of research to write a 2,000 word page. It is not going to benefit anyone. You would lose your precious time in doing the research and the user would become bored looking at such a humongous word count, regardless of how brilliantly it could have been written.

Therefore, avoid going overboard with the content and make sure you do tell the user about your intentions and purpose.

Keep Things Simple

Since we have discussed the fact an excessive word count is worth absolutely nothing, let us now discuss the simplicity of your website.

When I said that you need to keep things simple, I mean two things by this.

  • Vocabulary

The first rule of simplicity for a website entails the vocabulary and the language you use. A website is noting without its content and you might have written the best webpage in the market, but if the user is not able to understand what you have written; will there be any point in being the best?

Keep the technical language and vocabulary to a minimum because not many people are aware of those technical terms, and your business is to cater for the needs of this lot.

  • User Interface

A user interface is the platform where the user will be able to connect and interact with a technical device, mainly computers and smart phones.

So, it is basically the meeting point of a potential customer and your business, being your website. If your website has an utterly complicated user interface maneuvering through which requires a high degree of technical ability, you have done something wrong.

Every aspect of your website should be easy to access, so easy that even a 6-year-old can go through it.

Capitalise the SEO

Now, that the design and the content is out of the way, we need establish a road map for a higher visibility of your website.

And the primary to get the most hits on your website is through a search engine because that is where people will search for the products and services you provide.

Search Engine Optimisation is a concept that helps websites in growing their client base by landing on the coveted first page of Google results.

The paramount way to do this is to strategically place the most searched phrases into your website content, so that when someone types it, Google would pick up your website through its algorithm and land you on the top of the results list.

For instance,

You are an online loan provider, and through your SEO research you have got to know that “loans for bad credit no guarantor on benefits” is a popular keyword that many a borrowers are searching for. So, if you are providing a loan like that, you would change up the terms to match with the SEO findings. Consequently, people who are in need of loans for bad credit with no guarantor catering for people with benefits will land on your website.

This way they will satiate their need for finance and you will satiate your need for an income; a win-win situation for both.

All in all, your website is meant to bring in customers, so when you are developing it, make sure you keep in mind the customer’s perspective along with your own. When you do that, your website would become a paradigm in the technicalities’ aspect.

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Technology

Top Hat Laser Beams

Chris Holroyd

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The radiance profile emitted by lasers can be described, in almost all cases, with a type of mathematical formulation referred to as Gaussian profile. This radiance profile is characterised by a peak of maximum radiance at the centre and smooth fall-out with tails that in theory never reach the zero value.  Consequently, a Gaussian irradiance profile has no clear-defined boundaries and non-zero irradiance areas can still be found far from the centre.

There are many laser applications in which the smoothness and absence of clear boundaries on the beam are more of a hindrance.    In these cases, it would be more desirable to have a homogenous distribution of the light power and with clear beam delimitations.  A Top Hat laser beam fits this description. 

An ideal Top Hat Laser beam is characterised by a level of constant irradiance bounded by sharp edges. A cross sectional view of the beam gives an indication of the origin of the name as it resembles the old gentleman’s hat. In practice, the edges will not be completely straight lines as there will be some transfer area from the plateau to the ground zero level.

Top Hat Laser beam generation

The most common method to obtain a Top Hat laser is to use a diffractive optical element.  The diffractive optical element, DOE, modulates the phase of the input beam. Then, as a result of diffraction propagation, the beam irradiance profile is changed in a predefined manner. 

This method is the preferred option when the input beam is a Gaussian TEM 00 mode with high coherence and low M2 value.  This will be the case for almost all of the applications that require a Top Hat laser beam.  Still,  there are some other applications in which the input beam is multi-mode Gaussian beam. In this case, the alternative is to use a flat top homogeniser diffuser.

Applications of Top Hat laser beam

Top Hat laser beams are being harnessed in many industry sectors where a laser beam needs to be focused into a fixed size area and shape.  Processing of materials with lasers, for instance, is a clear example in which the energy of a laser needs to be well localised and uniform across the treated area.   The plateau of uniform irradiance can be either circular, rectangular or any other desired shape. The important aspect is that the irradiance falls sharply after crossing the edges. In this way most of the light power can be used, and no processing of undesired areas at the edges occurs.

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The Best Social Login Plugins for WordPress

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In the online world, our personality is controlled by a username and password. We make an exceptional identity for various online stages we have a record in. The more records we have the more troublesome it can get the opportunity to recollect this data each time we need it In this manner what we need is a safe yet simple approach to sign in to our records. Since the vast majority of us have a record in at any rate one web based life now, the most ideal path is to interface your records with internet based life. This will be a lot simpler social login plugins to the clients. 

There are huge amounts of modules accessible to help your WordPress site to empower social login. Here is a rundown of a couple of the best social login modules alongside the portrayal of their highlights. 

1. Social Login for WordPress 

Social Login for WordPress module lets you effectively utilize social login on your site or online store. Utilizing this module you could empower sign in through Google+, Facebook, and LinkedIn. What makes this module well known is its simple and easy to use arrangement choices. 

The most striking element of this module is that it offers alternatives to empower social login on your WooCommerce sign in page, WooCommerce enrollment page, and on WooCommerce checkout page with just barely a single tick. You are in finished authority over which of these pages ought to have social login alternative in it alongside the typical username-secret word mix sign in. Empowering and incapacitating these settings are simpler also. 

2. Nextend Social Login and Register 

Nextend Social login and register module permit login by means of web-based social networking like facebook, google, and twitter. This module lets your clients to effortlessly connect their record with their web based life profiles (Facebook, Twitter, Google). You have the alternative to characterize custom divert URL after enlistment utilizing any of the social records. 

One of the cool highlights of this module is that you get the opportunity to show Facebook, Twitter, Google profile picture as Avatar. Login gadgets and short codes make it simple for you to manage the module settings. On the off chance that you wish to make your login page somewhat alluring for your guests, you can make them utilize this module since it gives adjustable structures to coordinate your site. 

3. WordPress Social Share, Social Login, and Social Comments 

What makes this module unique in relation to other social login modules is that with this module you can coordinate with your site social sharing and remarking alternative. Utilizing this module you can empower social login in your site through ten diverse informal organizations Facebook, Google, LinkedIn, Twitter, Instagram, Xing, Steam, Twitch, and Live 

4. WordPress Social Login (Facebook, Google, Twitter) 

This WordPress social login module empowers social login, social sharing, and social remarks together utilizing famous social stages like Google, Facebook, Twitter, LinkedIn, Windows Live, Instagram, Amazon, and Salesforce, and so forth. 

There is no set up required for default social login applications in the event that you are utilizing this module on your site. This module lets you set up your own social login application with APP ID and APP Secret for Facebook, Google, and Twitter. 

You could empower social login symbols on the WooCommerce Checkout, Login, Registration pages, and so forth. The symbols are completely adaptable, you could modify the shape, topic, space, size and even content of social login symbols and get a sea of these symbols. 

Choice to match up social profile picture with WordPress and connecting social record to WordPress record and profile finishing. 

5. WordPress Social Login 

WordPress Social Login permits your site per users and clients to enroll on utilizing their current social records IDs, wiping out the need to round out enlistment shapes and recollect usernames and passwords. Alongside that it additionally permits you to import clients contact list from Google Gmail, Facebook, Windows Live and LinkedIn. 

Since this module gives you total power over clients access to your site there are sure guidelines and limitations you have to set up. This module accompanies a basic however adaptable and completely adjustable validation gadget, which makes customization and incorporation much progressively simpler. 

Contingent on the crowd you’re focusing on, you can look over a wide assortment of suppliers and administrations including informal communities, microblogging stages, proficient systems, media, photograph sharing, software engineers and gamers systems. 

6. Social Login Lite For WooCommerce 

On the off chance that you are searching for a free module with just basic highlights to make things straightforward for your site, at that point this is the module you ought to go for. 

Utilizing this module your clients could sign in by means of Facebook and Twitter. You could decide to transfer a symbol of your inclination, for Facebook and additionally Google+. You could likewise include social login mark your login page, register page, and checkout page. Notwithstanding it, You will likewise gain admittance to a report on the quantity of associations that you have through Facebook and Google+ unmistakably. 

Conclusion

Utilizing social login on your WordPress sites will climb the quantity of guests to your site. This component fills in as a simple answer for client’s login stresses as it is a protected, secure, and simple approach to enter your site. This article will direct you in picking the privilege module for your store. If are you searching best WooCommerce print invoice and delivery note plugins, your search is end here. You can visit our web page and best plugins list 2020.

 

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Technology

Using Call Center Analytics to Improve Customer Satisfaction and Revenue

Chris Holroyd

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Call Center

Call centers act as another important touchpoint where consumers interact with the company. Traditionally the customers come in contact are served over the phone after they are directed through IVR to the right executive. Now, customers are also being served through other platforms and ways such as SMS, in-app chat, or Facebook messenger. This complete operation produces crucial data about customers. Leaders can analyze this data and bring out insights to improve Customer Satisfaction and enhance employee performance and efficiency and overall revenue. This enables the company to understand the customer and make futuristic strategies to improve company performance. Using Debt Collection Analytics, call centers can also improve Debt Collection, predict collection and enhance complete portfolio performance. 

Root Cause Analytics 

Many times, a customer makes a call for small issues and reasons, usually call centers to try to deflect such calls to a low-cost channel rather than understanding the root cause for such calls. Using Root cause analysis, leaders can identify the issues and strategize to reduce such kind of calls and improve customer experience. It can also lead to the identification of issues lying outside the center and can be rectified by the company such as choosing the right marketing channel, improving the self-service, raising alerts, and enhancing bill layout. 

Intelligent Self-service 

With frequent and small issues coming each day, both customers and companies need self-service tools such as FAQs, help assistants, and more. But most of these tools end up being useless as either they do not answer a specific question or give too many possible answers, both of which don’t solve the consumer’s issue and leave them unsatisfied. The modern-day call center analytics tools can use machine learning and text and speech analytics to generate a specific answer to these frequent yet important queries. These systems learn and improve with time and give more and more accurate solutions. Companies can use these self-learning tools to reduce the number of calls and improve productivity. 

Empower call center representatives 

The call-center associates work in a high-stress environment with low salaries and usually thought of as cost by companies. However, these are the people representing the companies at a crucial touchpoint and hence much be thought of as an integral part of the organization, who can become customer’s trusted partners and help earn their loyalty. Positive interactions and success during these conversations by these associates can cement the customer’s relationship with the organization. 

These critical situations cannot just be solved with technology, it also needs emotional intelligence. Call center employees can use technology, data, and this intelligence to help the customer and create a bond. Use data and identify such employees and groom others to improve performance and satisfaction. 

Customer segmentation and right channel allocation 

With more and more calls coming to the call centers, the interactions have to be segmented and distributed to the right channels to improve productivity and efficiency. Call centers can use analytics to make decisions regarding routing the calls by analyzing important metrics such as customer profile, customer preference, customer behavior, the complexity of the interaction, and more. The queries with high complexity should be given to the representatives and others can be distributed to low-cost services such as chat or self-service. 

Improve customer interactions with predictive analytics 

Most of the call centers experience calls initiated by the customers due to some issues. Call centers can use predictive analytics to identify the potential issues before they arise and rectify them before the customer tries to reach support. This proactive approach can lead to a significant reduction in call volumes, improved efficiency, and can exceed customer expectations, strengthening the bond between the company and consumer. 

Call center analytics can identify the correlation between multiple problems and help management make data-driven decisions. For example, if a customer facing Problem A who also tends to have Problem B, as suggested by analytics can be satisfied with just one call. When the customer makes the first call to rectify Problem A, the representatives can proactively ask and suggest solutions regarding Problem Y in the same call. This reduces repeat calls, customer satisfaction and improve self-service tools. 

Follow customer journey across channels and making better predictions 

With so many channels serving multiple customers, the data can become siloed and create an inconsistent and unsatisfactory customer experience. Companies can use a scalable analytics solution to convert this multichannel experience to an omnichannel one. Leaders can use cloud-based analytics solutions to analyze real-time data from all the channels and can create live customer profiles and understand their journey better and offer better solutions. 

Call centers can use predictive analytics to predict various KPIs and help in finding answers to questions like what marketing channels will be better and more. It will take into account the historic and real-time data to make the right forecasts and help in making futuristic strategies. 

With more and more call centers adopting the analytics tools, the industry is set for a paradigm shift. This digital transformation will enable better customer experience, increased productivity, and enhanced revenue. 

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