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Envelope-to: info@autozone.com.sa
Delivery-date: Wed, 28 Apr 2021 14:04:11 +0200
Date: Wed, 28 Apr 2021 07:03:31 -0500 (CDT)
From: Vocalcom News <customersuccess@vocalcom.com>
Reply-To: customersuccess@vocalcom.com
To: info@autozone.com.sa
Message-ID: <577188354.153979641.1619611411712@lonmktmail-batch1d.marketo.org>
Subject: Customer Relations News : omnichannel ebook, Retail and phygital
 experience, ENGIE Solutions customer story, optimizing an IVR
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Omnichannel=20
Contact Center Solutions
- Ebook=C2=A0: Omnichannel customer service :=C2=A05 reasons to make the tr=
ansformation
=09- Blog=C2=A0: Retail : The role of customer service in a phygital era
=09- Case study=C2=A0: [ENGIE Solutions]=C2=A0Providing the best service qu=
ality for critical tasks
=09- Blog : 3 essential tips for optimizing an IVR
Omnichannel customer service :
5 reasons to make the transformation
Due to customer journey digitalization, the communication methods between c=
onsumers and brands is multiplying more than ever. Telephone, chat, social =
media, instant messaging=E2=80=A6customers want to be able to reach out to =
your company when they want and on their preferred channels.

In this e-book, discover the 5 key reasons why you should transform your cu=
stomer service to offer a truly omnichannel experience.
Retail : The role of customer service in a phygital era
The year 2020 was marked by a strange context and an explosion in online sa=
les representing 13.4% of retail to date and resulting in 112 billion euros=
 spent (annual report issued by the Federation of e-commerce =E2=80=93 Feva=
d).

The retail industry needed to reorganize in order to adapt : home delivery,=
 click & collect in store, drive-thru, and contactless payment are now comm=
on practices, like so many examples which show the rise in hybrid distribut=
ion or phygital commerce.
[ENGIE Solutions]
Providing the best service quality for critical tasks
ENGIE Solutions=E2=80=99 Business Industries Unit employs 22,000 people thr=
oughout France. Its Retail and Logistics division services, specialized in =
refrigeration and cooling solutions for the fresh product, agribusiness, an=
d health industries, are available 24/7.
3 essential tips for optimizing an IVR
As companies try to stand out for their customer experience quality, an IVR=
 (interactive voice response) plays a vital role and must be considered whe=
n mapping the customer journey. And just what is the function of an IVR ? E=
ssentially, it should be used to identify a customer and his needs in order=
 to connect him as quickly as possible to the most qualified available agen=
t. Since it serves as the cornerstone of an efficient routing strategy, an =
IVR should be constantly updated to reflect current events and minimize cus=
tomer effort.
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ou to receive marketing communications regarding Vocalcom products and serv=
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M7g8h0jLNstLV9ZzQzQ-NOiZcIEnFJ5q8ZUzWgLTRHab06q0CPS--oeDZGcGjchoqUTz9pg7PHf=
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ze:10px;text-align:center; color:#3C3C3C"> If you have trouble reading this=
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sp;</td>
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<a><img border=3D"0" style=3D"display: block; border:0; padding: 0; margin:=
0; width:560px" src=3D"https://rcs.vocalcom.com/images/emails/Newsletters/h=
eader_en.jpg"></a>
</div> </td>=20
</tr>=20
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<td style=3D"height:20px;font-size:20px;line-height:20px">&nbsp;</td>=20
</tr>=20
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<td colspan=3D"4" style=3D"font-family:'Open Sans', Arial, Helvetica, sans-=
serif; font-size:18px;font-weight:bold; color:#24b7c3">Overview</td>=20
</tr>=20
<tr>=20
<td colspan=3D"4" style=3D"height:5px;font-size:5px;line-height:5px">&nbsp;=
</td>=20
</tr>=20
<tr>=20
<td style=3D"width:3px;font-size:3px;background:#24b7c3">&nbsp;</td>=20
<td style=3D"width:10px;background:#e9f8f9">&nbsp;</td>=20
<td>=20
<table width=3D"537" cellpadding=3D"0" cellspacing=3D"0" align=3D"center" s=
tyle=3D"background: #e9f8f9">=20
<tbody>=20
<tr>=20
<td style=3D"height:5px;font-size:5px;line-height:5px;">&nbsp;</td>=20
</tr>=20
<tr>=20
<td>=20
<div class=3D"mktoText" id=3D"SommaireText85d9bb64-9ee1-4f7c-9d3e-6f902b365=
d44">=20
<ul class=3D"glist" style=3D"margin: 0; margin-left: 20px; padding: 0; font=
-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px; line-h=
eight: 22px; padding-inline-start: 0; margin-block-start: 0; margin-block-e=
nd: 0;" align=3D"left" type=3D"disc">=20
<li><strong>Ebook</strong>&nbsp;: Omnichannel customer service :&nbsp;5 rea=
sons to make the transformation</li>=20
<li><strong>Blog</strong>&nbsp;: Retail : The role of customer service in a=
 phygital era</li>=20
<li><strong>Case study</strong>&nbsp;: [ENGIE Solutions]&nbsp;Providing the=
 best service quality for critical tasks</li>=20
<li><strong>Blog</strong> : 3 essential tips for optimizing an IVR</li>=20
</ul>=20
</div> </td>=20
</tr>=20
<tr>=20
<td style=3D"height:5px;font-size:5px;line-height:5px;">&nbsp;</td>=20
</tr>=20
</tbody>=20
</table> </td>=20
<td style=3D"width:10px;background:#e9f8f9">&nbsp;</td>=20
</tr>=20
<tr>=20
<td colspan=3D"4" style=3D"height:20px;line-height:20px;font-size:20px">&nb=
sp;</td>=20
</tr>=20
</tbody>=20
</table> </td>=20
</tr>
<tr id=3D"ActuColorBtn" class=3D"mktoModule">=20
<td>=20
<table width=3D"560" cellpadding=3D"0" cellspacing=3D"0" align=3D"center" s=
tyle=3D"background: #fbe1d7">=20
<tbody>=20
<tr>=20
<td colspan=3D"3" style=3D"font-family:'Open Sans', Arial, Helvetica, sans-=
serif; font-size:14px;line-height:20px;height:20px;font-weight:bold; color:=
#FFFFFF; background:#ed6a39; text-align:center">Ebook</td>=20
</tr>=20
<tr>=20
<td colspan=3D"3"> <a href=3D
"http://go.vocalcom.com/MzQzLVFPSi0wNzMAAAF8t1WU-iZCGImCpmjuVUq0LYEnpSdlkMO=
efA6Kt786tRWRQ6JJoZ73ZRLelUisTzFXUkBqwjI=3D"
><img width=3D"560" style=3D"display: block; border:0; padding: 0; margin:0=
; width:560px" alt=3D"Vocalcom - Blog" border=3D"0" src=3D"https://www.voca=
lcom.com/wp-content/uploads/2021/03/Ebook-EN.jpg?nowebp"></a> </td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"height:20px;line-height:20px;font-size:20px">&nb=
sp;</td>=20
</tr>=20
<tr>=20
<td style=3D"width:20px">&nbsp;</td>=20
<td>=20
<div class=3D"mktoText" id=3D"ColorArticleBtnSubTitle" style=3D"font-family=
:'Open Sans', Arial, Helvetica, sans-serif; font-size:18px;line-height:24px=
;font-weight:bold; color:#000000;text-align:center">=20
<div>
 Omnichannel customer service :=20
<br>5 reasons to make the transformation=20
</div>=20
</div>=20
<div class=3D"mktoText" id=3D"ColorArticleBtnTitle" style=3D"font-family:'O=
pen Sans', Arial, Helvetica, sans-serif; font-size:18px;line-height:24px;fo=
nt-weight:bold;color:#ed6a39;text-align:center"></div> </td>=20
<td style=3D"width:20px">&nbsp;</td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"height:10px;line-height:10px;font-size:10px">&nb=
sp;</td>=20
</tr>=20
<tr>=20
<td></td>=20
<td>=20
<div class=3D"mktoText" id=3D"ColorArticleBtnText" style=3D"font-family:'Op=
en Sans', Arial, Helvetica, sans-serif; font-size:14px;line-height:22px;">=
=20
<p>Due to customer journey digitalization, the communication methods betwee=
n consumers and brands is multiplying more than ever. Telephone, chat, soci=
al media, instant messaging=E2=80=A6customers want to be able to reach out =
to your company when they want and on their preferred channels.</p>=20
<p><strong>In this e-book, discover the 5 key reasons why you should transf=
orm your customer service to offer a truly omnichannel experience.</strong>=
</p>=20
</div> </td>=20
<td></td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"height:10px;line-height:10px;font-size:10px">&nb=
sp;</td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"text-align: center;">=20
<div>=20
=20
<a href=3D
"http://go.vocalcom.com/MzQzLVFPSi0wNzMAAAF8t1WU-iZCGImCpmjuVUq0LYEnpSdlkMO=
efA6Kt786tRWRQ6JJoZ73ZRLelUisTzFXUkBqwjI=3D" target=3D"_blank" style=3D"bac=
kground-color:#ed6a39;border-radius:40px;color:#FFFFFF;display:inline-block=
;font-family:'Open Sans', Arial, Helvetica, sans-serif;font-size:13px;font-=
weight:bold;line-height:40px;text-align:center;text-decoration:none;width:2=
50px;-webkit-text-size-adjust:none;"
>Download the ebook</a>=20
=20
</div></td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"height:10px;line-height:10px;font-size:10px">&nb=
sp;</td>=20
</tr>=20
</tbody>=20
</table>=20
<table width=3D"560" cellpadding=3D"0" cellspacing=3D"0" align=3D"center" s=
tyle=3D"background: #FFFFFF">=20
<tbody>=20
<tr>=20
<td style=3D"height:20px;line-height:20px;font-size:20px">&nbsp;</td>=20
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</table> </td>=20
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<tr id=3D"ActuWhiteBtn" class=3D"mktoModule">=20
<td>=20
<table width=3D"560" cellpadding=3D"0" cellspacing=3D"0" align=3D"center" s=
tyle=3D"background: #FFFFFF">=20
<tbody>=20
<tr>=20
<td style=3D"font-family:'Open Sans', Arial, Helvetica, sans-serif; font-si=
ze:14px;line-height:20px;height:20px;font-weight:bold; color:#FFFFFF; backg=
round:#24b7c3; text-align:center">Blog</td>=20
</tr>=20
<tr>=20
<td> <a href=3D
"http://go.vocalcom.com/MzQzLVFPSi0wNzMAAAF8t1WU-uu4KzSm3CR3hTGxBiA8x4pQgTV=
4AgWEf_EMwTTx0Rmx_YlnncZUuVJW3Rh3XC2n-Pw=3D"
><img width=3D"560" style=3D"display: block; border:0; padding: 0; margin:0=
; width:560px" alt=3D"Vocalcom - Blog" border=3D"0" src=3D"https://www.voca=
lcom.com/wp-content/uploads/2021/04/Retail-scaled.jpeg?nowebp"></a> </td>=
=20
</tr>=20
<tr>=20
<td style=3D"height:20px;line-height:20px;font-size:20px">&nbsp;</td>=20
</tr>=20
<tr>=20
<td>=20
<div class=3D"mktoText" id=3D"WhiteArticleBtnSubTitle" style=3D"font-family=
:'Open Sans', Arial, Helvetica, sans-serif; font-size:18px;line-height:24px=
;font-weight:bold; color:#000000;text-align:center"></div>=20
<div class=3D"mktoText" id=3D"WhiteArticleBtnTitle" style=3D"font-family:'O=
pen Sans', Arial, Helvetica, sans-serif; font-size:18px;line-height:24px;fo=
nt-weight:bold;color:#24b7c3;text-align:center">=20
<div>
 Retail : The role of customer service in a phygital era=20
</div>=20
</div> </td>=20
</tr>=20
<tr>=20
<td style=3D"height:10px;line-height:10px;font-size:10px">&nbsp;</td>=20
</tr>=20
<tr>=20
<td>=20
<div class=3D"mktoText" id=3D"WhiteArticleBtnText" style=3D"font-family:'Op=
en Sans', Arial, Helvetica, sans-serif; font-size:14px;line-height:22px;">=
=20
<p>The year 2020 was marked by a strange context and an explosion in online=
 sales representing 13.4% of retail to date and resulting in 112 billion eu=
ros spent (annual report issued by the Federation of e-commerce =E2=80=93 F=
evad).</p>=20
<p>The retail industry needed to reorganize in order to adapt : home delive=
ry, click &amp; collect in store, drive-thru, and contactless payment are n=
ow common practices, like so many examples which show the rise in hybrid di=
stribution or phygital commerce.</p>=20
</div> </td>=20
</tr>=20
<tr>=20
<td style=3D"height:10px;line-height:10px;font-size:10px">&nbsp;</td>=20
</tr>=20
<tr>=20
<td style=3D"text-align: center;">=20
<div>=20
=20
<a href=3D
"http://go.vocalcom.com/MzQzLVFPSi0wNzMAAAF8t1WU-uu4KzSm3CR3hTGxBiA8x4pQgTV=
4AgWEf_EMwTTx0Rmx_YlnncZUuVJW3Rh3XC2n-Pw=3D" target=3D"_blank" style=3D"bac=
kground-color:#24b7c3;border-radius:40px;color:#FFFFFF;display:inline-block=
;font-family:'Open Sans', Arial, Helvetica, sans-serif;font-size:13px;font-=
weight:bold;line-height:40px;text-align:center;text-decoration:none;width:2=
50px;-webkit-text-size-adjust:none;"
>Read the article</a>=20
=20
</div></td>=20
</tr>=20
<tr>=20
<td style=3D"height:20px;line-height:20px;font-size:20px">&nbsp;</td>=20
</tr>=20
</tbody>=20
</table> </td>=20
</tr>
<tr id=3D"ActuColorBtn7b4fa8cd-4208-47e1-9660-e97f92b2be12" class=3D"mktoMo=
dule">=20
<td>=20
<table width=3D"560" cellpadding=3D"0" cellspacing=3D"0" align=3D"center" s=
tyle=3D"background: #fbe1d7">=20
<tbody>=20
<tr>=20
<td colspan=3D"3" style=3D"font-family:'Open Sans', Arial, Helvetica, sans-=
serif; font-size:14px;line-height:20px;height:20px;font-weight:bold; color:=
#FFFFFF; background:#ed6a39; text-align:center">Case study</td>=20
</tr>=20
<tr>=20
<td colspan=3D"3"> <a href=3D
"http://go.vocalcom.com/MzQzLVFPSi0wNzMAAAF8t1WU-gapETxhUyifUYb_qZM8mZEGDdJ=
Irem6frWHC0A8H_p6Zx5QsKFMJQSskQFHFSRMOfE=3D"
><img width=3D"560" style=3D"display: block; border:0; padding: 0; margin:0=
; width:560px" alt=3D"Vocalcom - Blog" border=3D"0" src=3D"https://www.voca=
lcom.com/wp-content/uploads/2020/11/engie-solutions-case-study.jpg?nowebp">=
</a> </td>=20
</tr>=20
<tr>=20
<td colspan=3D"3" style=3D"height:20px;line-height:20px;font-size:20px">&nb=
sp;</td>=20
</tr>=20
<tr>=20
<td style=3D"width:20px">&nbsp;</td>=20
<td>=20
<div class=3D"mktoText" id=3D"ColorArticleBtnSubTitle7b4fa8cd-4208-47e1-966=
0-e97f92b2be12" style=3D"font-family:'Open Sans', Arial, Helvetica, sans-se=
rif; font-size:18px;line-height:24px;font-weight:bold; color:#000000;text-a=
lign:center">=20
<div>
 [ENGIE Solutions]=20
</div>=20
</div>=20
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</div>=20
</div> </td>=20
<td style=3D"width:20px">&nbsp;</td>=20
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sp;</td>=20
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7f92b2be12" style=3D"font-family:'Open Sans', Arial, Helvetica, sans-serif;=
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<p>ENGIE Solutions=E2=80=99 Business Industries Unit employs 22,000 people =
throughout France. Its Retail and Logistics division services, specialized =
in refrigeration and cooling solutions for the fresh product, agribusiness,=
 and health industries, are available 24/7.</p>=20
</div> </td>=20
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dule">=20
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ze:14px;line-height:20px;height:20px;font-weight:bold; color:#FFFFFF; backg=
round:#24b7c3; text-align:center">Blog</td>=20
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lcom.com/wp-content/uploads/2020/12/svi.jpg?nowebp"></a> </td>=20
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<tr>=20
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<p>As companies try to stand out for their customer experience quality, an =
IVR (interactive voice response) plays a vital role and must be considered =
when mapping the customer journey. And just what is the function of an IVR =
? Essentially, it should be used to identify a customer and his needs in or=
der to connect him as quickly as possible to the most qualified available a=
gent. Since it serves as the cornerstone of an efficient routing strategy, =
an IVR should be constantly updated to reflect current events and minimize =
customer effort.</p>=20
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<td style=3D"height:10px;line-height:10px;font-size:10px">&nbsp;</td>=20
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</a></td>=20
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<td style=3D"width:26px" align=3D"center"><a href=3D
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