Webhelp | March 14, 2022
Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, according to new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within 24 months.
The study finds almost one in two senior CX professionals expect to see a rise in new customer channels supported by technology such as voice assistants and augmented reality services in the next decade. Much of this change has been accelerated in the last couple of years by the COVID-19 pandemic; 90% expect working from home to be a permanent part of CX delivery models in the future, and 78% expect advisors to have the ability to determine where they want to work.
In remote environments, operational challenges have remained, and the research reveals that engaging and motivating employees is seen as the most pressing issue, closely followed by keeping up with the latest contact center technology and deploying it at scale.
“The study has provided fascinating insight on the future direction of customer experience delivery,” commented Alexander Michael, director of consulting at Frost & Sullivan. “As the industry continues to undergo rapid transformation, it’s pleasing to see that brands plan to embed work from home as a permanent part of their model. Those that recognize that this needs to be designed in properly, in a sustainable manner, will see true benefits for their business and their customers.”
A turnkey approach to quality customer journey delivery
Contact center managers expect onshore, nearshore and offshore contact centers to grow in the future – showcasing the need for a tailored approach across different businesses to maximize quality delivery. Companies choosing to improve customer experience may need to adapt the approach, while ensuring the security of customer data, access to talent, the resilience of operation and cost base.
“CX transformation must start with the needs of the customer and strategy of the business,” commented Olivier Duha, CEO and co-founder of Webhelp. “Once agreed, it’s important to think holistically about how an operation is designed to meet those needs. This model should embrace the most suitable delivery format, considering how onshore, nearshore and offshore locations can be combined with working models such as onsite, at-home, or hybrid work. The world we live in today means we can host a customer support location for anywhere in the world and scale it rapidly.”
The research indicates that any customer experience management approach must address operational challenges of the future, around managing employee attrition, integrating disparate channels and systems, managing compliance, and engaging and motivating employees (all areas estimated by one in two to be more challenging in the future).
Respondents that have engaged in transformation projects are seeing benefits, with positive impacts identified on the security of data/customers (77%), customer experience (78%), access to talent (76%), the resilience of operations (77%), and cost base (77%).
“There are huge pressures on customer experience leaders to enable greater scalability to meet rising customer demand,” said Sandrine Asseraf, group managing director, at Webhelp. “While a majority of managers had minimal challenges moving to a work-from-home model, they now need to deploy the right technologies to adapt, scale and flex in response to advisor demands and evolving consumer behavior.”
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
ZoomInfo | April 07, 2022
ZoomInfo (NASDAQ: ZI), a global leader in modern go-to-market software, data, and intelligence, today announced that it has earned the top spot on 25 grids in G2’s Spring 2022 Grid® Reports.
ZoomInfo continued its streak of market leadership, collecting at least 25 No. 1 rankings in each of the last five Grid Reports, including the overall Buyer Intent Data Tools category along with the top spot in every Lead Capture, Lead Intelligence, and Marketing Account Intelligence category.
“Our customers expect best-in-class solutions to funnel their revenue growth and we strive to deliver on that expectation,” said ZoomInfo Founder and CEO Henry Schuck.
“Our customers expect best-in-class solutions to funnel their revenue growth and we strive to deliver on that expectation,” said ZoomInfo Founder and CEO Henry Schuck. “It’s affirming to see that our customers are already benefiting from RevOS, our newly-introduced modern revenue operating system, with the consistently positive reviews they’re sharing.”
For the eighth straight quarter, ZoomInfo was listed as the No. 1 Enterprise solution in all three of the Sales Intelligence, Market Intelligence, and Marketing Account Intelligence sections. Also of note:
ZoomInfo has topped at least 19 different grids for seven consecutive quarters.
ZoomInfo maintained the top spot in both the Overall and Mid-Market grids of Marketing Account Intelligence for the 17th consecutive quarter.
ZoomInfo was named the No. 1 Enterprise solution in six different sections.
37 of ZoomInfo’s 43 rankings were in the top-two on their grid.
Chorus by ZoomInfo appeared on 15 grids and maintained its No. 1 Enterprise positions in both Conversation Intelligence and Sales Coaching.
Engage by ZoomInfo climbed to the No. 1 spot in the Auto Dialer Small Business grid, one of its 15 grid appearances.
The Spring 2022 Grid® Reports are based on G2’s unique algorithm, which calculates customer satisfaction and market presence scores in real-time. Based on user reviews and data aggregated from online sources and social networks, ZoomInfo’s high placement in these categories underscores the ways in which best-in-class data feeds every step of a sales and marketing professional’s workflow, and reveals the need for an automated pathway to go-to-market intelligence.
No. 1 Placements (25)
Lead Capture: Enterprise
Lead Capture: Mid-Market
Lead Capture: Small Business
Lead Intelligence: Enterprise
Lead Intelligence: Mid-Market
Lead Intelligence: Small Business
Marketing Account Intelligence
Marketing Account Intelligence: Enterprise
Marketing Account Intelligence: Mid-Market
Marketing Account Intelligence: Small Business
Market Intelligence: Enterprise
Market Intelligence: Mid-Market
Email Verification: Mid-Market
Email Verification: Small Business
Lead Mining: Mid-Market
Lead Mining: Small Business
Buyer Intent Data Tools
Buyer Intent Data Tools: Mid-Market
Account Data Management: Enterprise
Sales Intelligence: Enterprise
No. 2 Placements (13)
AI Sales Assistant
AI Sales Assistant: Enterprise
AI Sales Assistant: Mid-Market
AI Sales Assistant: Small Business
Account Data Management
Account Data Management: Mid-Market
Account Data Management: Small Business
Sales Intelligence: Mid-Market
Sales Intelligence: Small Business
Visitor Identification: Mid-Market
Market Intelligence: Small Business
Other Placements (5)
Recruiting Automation: Enterprise
Recruiting Automation: Mid-Market
Recruiting Automation: Small Business
Visitor Identification: Small Business
ZoomInfo (NASDAQ: ZI) is a leader in modern go-to-market software, data, and intelligence for more than 25,000 companies worldwide. ZoomInfo’s revenue operating system, RevOS, empowers business-to-business sales, marketing, operations, and recruiting professionals to hit their number by pairing best-in-class technology with unrivaled data coverage, accuracy, and depth of company and contact information. With integrations embedded into workflows and technology stacks, including the leading CRM, Sales Engagement, Marketing Automation, and Talent Management applications, ZoomInfo drives more predictable, accelerated, and sustainable growth for its customers. ZoomInfo emphasizes GDPR and CCPA compliance. In addition to creating the industry’s first proactive notice program, the company is a registered data broker with the states of California and Vermont. Read about ZoomInfo’s commitment to compliance, privacy, and security. For more information about ZoomInfo’s leading go-to-market software, data, and intelligence, and how they help sales, marketing, operations, and recruiting professionals, please visit www.zoominfo.com.
Ocean.io | January 17, 2022
Copenhagen-based Ocean.io, a martech startup that leverages AI to help enterprises find the right business targets, today announced it has raised $7 million from Peak Investments and existing investors. The company plans to use the capital to build strong thought leadership and expand its presence in existing and new markets.
Today, almost all organizations – 92% as per Salesforce’s estimates – looking to sell products/services to other enterprises leverage account-based marketing (ABM) to grow their business. The technique revolves around marketing and sales teams coming together to target best-fit accounts and turn them into customers. However, the problem is, most of these efforts are human-led and based on inefficient processes, which can lead to the identification of irrelevant prospects and businesses failing to capitalize on their ABM strategy.
Ocean.io’s AI-driven offering
To solve this challenge, Michael Heiberg started Ocean.io in 2017. The company makes ABM intelligent and more accurate by leveraging artificial intelligence and data collected from over 300 million web pages, company registries, and public databases.
“Ocean.io’s machine learning algorithm uses a customer’s actual commercial performance data from their CRM to identify ideal customer profiles, and then searches for matching companies (in terms of work) in Ocean’s database,” Heiberg told Venturebeat. “The company populates this database using machine learning and natural language processing. It crawls hundreds of millions of web pages and synthesizes that data into a single, normalized dataset of the entire market.”
An enterprise just has to integrate Ocean.io’s solution with its CRM. Once that’s done, it can start using the platform to get an entire list of ideal companies across the globe – customers who are most likely to buy – and the relevant people who work there.
In order to discover the right set of people, Ocean.io says the marketers will have to create a target persona by defining the seniority and department of individuals they want to connect with. This way, when a search is conducted, the platform will provide complete contact information – number, email, LinkedIn profile – of the most suitable person who could actually convert the prospect in question into a sale. The CRM integration would also allow users to export their target accounts and contacts to create highly-tailored marketing campaigns.
Ocean.io claims its offering has been adopted by hundreds of enterprises across 30+ countries, including major players such as Sony, UserTesting, Brandwatch, and JGL. The companies have also reported significant benefits of Ocean.io, starting with a 22% reduction in cost-per-MQL (marketing qualified lead) to time savings of up to 34% and up to 900% growth in prospects.
Beyond this, demo booking rates have also grown twofold, with customer win rates surging by 25%, Heiberg said.
While Ocean.io’s solution can help enterprises drive sales and business growth, it is not the only one working in this segment. Over the last few years, multiple players have cropped in the AI-driven sales acceleration space, including giants such as Zoominfo and startups such as Clearbit, Cognism, and Apollo.io.
However, Heiberg claims Ocean.io is the only data platform that informs which accounts are your best performers and then finds all the matching accounts across the global market automatically.
“Our competition makes you start with a blank sheet, and then return only what you ask for. Ocean.io also uses machine learning and natural language processing to identify similar companies, instead of generic industry codes. The result is exponentially more accurate industry categorization, making for zero-waste sales and marketing target lists. The traditional industry codes that our competition relies on to determine what a company actually does are too broad to be useful in the age of account-based marketing and ever-increasing expectations for personalization,” the CEO said.
With the fresh set of funds, Ocean.io will scale its go-to-market model and focus on growing its footprint in Europe and the U.S. The company saw its revenue grow by seven times in 2021 and expects to clock similar results this year. The current revenue run rate stands at $6 million.
“Our investors have seen the traction we are gaining, including a doubling of client numbers every two months. Every existing investor was involved in the latest funding round, showing the confidence in our capabilities and impact. This investment will help us to grow faster and help our customers as they grow exponentially within their markets,” Heiberg added.
According to estimates from Markets and Markets, the global sales intelligence market is expected to grow 11.4% to $3.4 billion by 2024.
ZoomInfo | May 24, 2022
ZoomInfo a global leader in go-to-market intelligence solutions announced that it has been recognized by TrustRadius with the 2022 Top Rated Award for Sales Intelligence Software, Market Intelligence Software, and Intent Data.
More than 1,200 verified TrustRadius users have recognized ZoomInfo as a leader in the Sales Intelligence Software category.
“Our customers continue to trust ZoomInfo because they see firsthand the positive impact it has on their business, The launch of our modern operating system RevOS this year has enabled us to deepen our relationships with customers and help their business grow quickly.”
ZoomInfo President and Chief Operating Officer Chris Hays
Verified users shared how much value they receive from using ZoomInfo:
“ZoomInfo is a must for my office, I use it daily! It allows me to source and cross-reference our existing contact list of companies and their staff along with organizations to whom we are seeking to connect. It streamlines the research process and saves me time in my hectic day!” – Stephen McDermott, Executive Sales Director at Global Heroes
“ZoomInfo is absolutely amazing! I have used a lot of lead generation search engines and ZoomInfo is far above the rest. They are very user-friendly, have tons of access to correct information, and are a great company to work with. Everyone at ZoomInfo is very knowledgeable and friendly. I am a huge fan of ZoomInfo!” – Nelson Colon, Training Sales Manager at BICSI
In addition, ZoomInfo’s leading conversation intelligence solution, Chorus, has earned four Top Rated Awards for Sales Enablement, Sales Coaching, Call Recording, and Conversation Intelligence. ZoomInfo Chat has also earned the Top Rated Award for Intelligent Virtual Assistant.
Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of distinguished business-to-business technology products. Based entirely on verified customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. TrustRadius uses a criteria, methodology, and scoring to determine Top Rated winners.
ZoomInfo is a leader in modern go-to-market software, data, and intelligence for more than 25,000 companies worldwide. ZoomInfo’s revenue operating system, RevOS, empowers business-to-business sales, marketing, operations, and recruiting professionals to hit their number by pairing best-in-class technology with unrivaled data coverage, accuracy, and depth of company and contact information. With integrations embedded into workflows and technology stacks, including the leading CRM, Sales Engagement, Marketing Automation, and Talent Management applications, ZoomInfo drives more predictable, accelerated, and sustainable growth for its customers. ZoomInfo emphasizes GDPR and CCPA compliance. In addition to creating the industry’s first proactive notice program, the company is a registered data broker with the states of California and Vermont. Read about ZoomInfo’s commitment to compliance, privacy, and security. For more information about ZoomInfo’s leading go-to-market software, data, and intelligence, and how they help sales, marketing, operations, and recruiting professionals.
TrustRadius helps technology buyers make better decisions and helps vendors tell their unique story, improve conversion, engage high-intent buyers, and gain customer insights. Each month over 1 million B2B technology buyers, over 50% from large enterprises, use verified reviews and ratings on TrustRadius.com to make informed purchasing decisions. Headquartered in Austin, TX, TrustRadius was founded by successful entrepreneurs and is backed by Mayfield Fund, LiveOak Venture Partners, and Next Coast Ventures.