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Susan is an independent digital communications and user experience strategist. She helps companies discover their brand voice and grow their business.
Shubharthi is currently part of the strategic marketing team at Regalix. His expertise mainly lies in the account-based marketing and programmatic advertising space.
Priscilla is a content writer who has worked for Infosys Technologies and other technology startups in India and abroad.
Moulishree is a freelance journalist with over 7 years of experience, she writes research-based analytical stories on technology and business.
Avanish is a Bangalore-based journalist who writes on business with a specific focus on technology companies.
Priyanka has covered every aspect of the IT industry as a tech journalist since its early days. She is now an independent writer, working on subjects like digital marketing, enterprise technology and high-performance computing, among others.
A freelance content writer, S. Sahu was the former editor of TCS's house magazine at Tata Consultancy Services. He developed tech marketing collateral for the company and helped compile and edit books and journal articles on TCS's technology innovations. He also ghostwrites print and online publications.
Prajwala is a Bangalore-based freelance journalist who writes on social issues, stories of human interest, and art and culture, among others.
Rajesh Nanarpuzha is an Assistant Professor of Marketing at IIM Udaipur. Previously, he has worked as a brand manager in Dabur, and as a business consultant in the retail and consumer goods domains at Cognizant and Tata Consultancy Services. Rajesh has an MBA from IIM Indore and a doctorate in marketing from IIM Ahmedabad.
Priyokumar Singh Naorem
He is a passionate UI & UX designer who thrives on creating engaging creative solutions.
A freelance illustrator, artist, graphic novelist and designer. She has designed and illustrated several book covers. Her personal illustrations so far have attempted to seize the fleeting absurdity and mood of places, things and people she encounters in a childlike, intuitive and expressive manner with closure, beauty and innocence – the things that she desires.
She is an artist and an educator who has taught and lectured at The School of the Art Institute of Chicago, Oxford University, the Victoria and Albert Museum among other institutions. Her installations, paintings, thread work and sculptures have been exhibited in Saatchi Gallery - London, C24 Gallery - New York, and Museum of Contemporary Art – Lyon, among other notable galleries and museums from around the world.
A commerce graduate from Delhi University, Parul pursued a masters in fine arts from Nottingham Trent University in the UK. As an artist, she is interested in line as a subject which has led her to follow architectural lines in built environments. She says she is also interested in how we perceive the environment that we inhabit and what happens when a subtle shift is made in things which we have been used to seeing in a certain way. We present six of her artworks here.
Shweta Malhotra is a graphic artist and designer from Mumbai, based in New Delhi.
After working with ad agencies and design studios for close to 8 years, she branched out on her own and currently works independently.s Her overall design aesthetic is minimal, bold and graphic, a response to the maximalist visual language prevalent in India.
Rithika Merchant (b.1986) received her Bachelor’s Degree in Fine Arts from Parsons the New School for Design, New York in 2008. She has exhibited extensively since her graduation. Recent exhibitions include a duo show “Reliquaries: The Remembered Self” at TARQ, Mumbai; “Language of the Birds: Occult and Art” at 80WSE Gallery, New York; and group shows at Summerhall, Edinburgh and Artry Gallery, Kochi. Her work has been included in multiple group shows at Stephen Romano Gallery and The Morbid Anatomy Museum, New York. Born in Mumbai, she now divides her time between Mumbai and Barcelona.
Aniruddh Mehta is an artist based out of Mumbai, India. Trained in graphic design from the London College of Communications, Aniruddh is a self-taught illustrator and currently works as an independent freelance designer. He believes in finding the right balance between art and graphic design. He has worked closely in collaboration with Bhavishyavani Future Soundz, Qilla Records, Taxi Fabric, Adidas, Dell and United Colours of Benetton. He also goes by the moniker, ‘thebigfatminimalist’ and his style ranges from bold minimal forms to more intricate pieces exploring patterns and geometry.
Paramesh is an artist who enjoys working in both the realistic and abstract style of painting. He loves working with water color. Featured in this issue are a set of water color works that he has created exclusively for us on the subject of digital transformation.
Based in Mumbai, Chandrashekhar Thakur is a Senior Art Director and Illustrator at Truebil.com and the Founder of HAPPiNESS For You. He loves working with new styles of art and considers illustration to be his forte. Chandrashekhar has completed his BFA from DY Patil College of Applied Art.
Concept and Direction
Head of marketing at Regalix, Nimish drives research in emerging technologies and customer experience, and takes a keen interest in creative arts.
David Donatelli is Senior Vice President of Global Customer Support at Fuze and is responsible for managing the company’s support resources worldwide. David brings critical technical knowledge and understanding to Fuze's support organization with more than 20 years of experience in customer support organizations, as well as a solid background in software development. His experience in implementing support models and the use of technology to increase efficiencies has enabled Fuze to utilize new tools and automation to enhance the services provided to its customers. David came to Fuze from Magnitude Software, where he was responsible for building the company’s worldwide support organization from the ground up and lead the support integration after its first three acquisitions. Prior to Magnitude Software, he was responsible for support at Kalido (acquired by a private equity firm), RSA Security (acquired by EMC), Connected Corporation (acquired by Iron Mountain) and Intellution (acquired by GE Digital). David holds a Bachelor of Science in Computer Engineering from Wentworth Institute of Technology and PMI certification from Boston University – Corp Education Center.
Interviewed by Shwetha Mahesh
/ / How has the contact center function evolved in your company over the past few years?
Over the past few years, our company has expanded from a single partnership with NICE+inContact to now include Five9 as an additional option. We’ve also expanded our integrations with both partners to include Presence, Directory with click-to-call and dedicated data center routing. By partnering with the two highest-rated contact center as a service (CCaaS) providers, and combined with our homegrown Fuze Contact Center (FCC), we can provide customers with a best-in-breed approach, ensuring they find the right solution.
/ / What challenges do you face while planning your contact center strategy?
Within Fuze, we are able to leverage the reporting capabilities that allow us to see all the activities our agents are on – whether these are inbound calls through FCC or outbound calls, meetings or messages with our customers. This allows us to better understand the holistic workload that our contact center is achieving and combine this with other data about our business plans to make decisions around hiring, staffing throughout the day/week/year and training for our most frequent and difficult questions.
/ / What are the key metrics you track to gauge the performance of your contact center?
For Fuze, on an individual level, we track the percentage of calls answered versus presented and the time they spend in the queue versus paused. At a contact center level, we are tracking the total percentage of calls answered, average wait time, average call time and dropped calls.
/ / What is the scope of cloud customer support in this industry?
As a cloud-based company, all of our customers have migrated their contact centers to the cloud, whether it’s through FCC or one of our partners.
/ / Have you implemented an omnichannel approach in your contact center yet? What are the key areas you need to focus on while implementing an omnichannel approach?
FCC is a voice-only contact center. However, both NICE+inContact and Five9 include omnichannel routing. So, we work with customers to choose the right provider for their specific needs.
Our key areas of focus are around how the customer interacts with the company via the omnichannel functionalities. We ask ourselves these questions: Are they having a smooth experience when transitioning? Are we able to ensure continuity of information and the ideal agent experience to help maintain CSAT scores between interactions? Are we able to do this while also making it easy for customers to reach the company through the channel of their choice?
/ / Has AI been introduced in your contact center? If it has, how has it helped your company?
Through our APIs, Fuze allows access to AI providers, allowing customers to choose the right AI solutions for their businesses.
/ / Which platform does your contact center currently function on? Why did you choose that platform?
Call routing and queuing for FCC is built upon Fuze’s own global voice architecture, which allows us to provide contact center services around the globe. Our partners, NICE+inContact and Five9, utilize their own proprietary platforms.
/ / What are the most effective ways in which your contact center captures customer feedback?
Within Fuze, every single call that goes to our support team is tracked via a case management system. We use an automated survey system that asks customers to tell us if we performed as per their expectations. By sending the survey three days after the case is resolved, we find the feedback that we receive is better at capturing the lasting feelings our customers have when compared to immediate responses. For all negative feedback, our management team reaches back to the customer to understand what we can do better in the future.
/ / What are the trends/technologies that you think will drive the contact center industry in the future? How should businesses gear up for this?
Some trends we are watching that will drive the contact center industry:
Building customer relationships in the healthcare tech sector
Marco Armienta, Director of Customer Experience, Valant
Designing your contact center around your most valued asset – your customer
Anthony Daubenmerkl, Vice President of Global Support & Client Success, Thycotic
Delighting customers or meeting expectations: The role of contact centers
Customer contact centers are now playing increasingly larger roles in B2B environments.
Customer support on a global scale in the financial services industry
Jessica Lovell, Director of Global Customer Support, Morningstar
Why customer satisfaction is serious business
Scott Gilbert, Senior Director of Global Customer Support, Qumu Corporation
Customer service: An untapped gold mine of VoC insights
Brett Frazer, Head of Customer Service, Sun Basket