Pitney Bowes recently announced the launch of its Single Customer View software that allows enterprises to gain a more comprehensive look at their customer data in real time.
The Bowes company, a developer of customer information management software, acknowledged in its announcement that businesses can have a difficult time gathering relevant information across channels. For their connection to end users and other businesses, Bowes’ clients may engage in voice calls, text messages, interactions through mobile apps, and social media, but they may only see data in their customer relationship management software, for instance, as it relates to those individual pockets, so data remains in silos and is only helpful in select cases of future interaction.
Single Customer View collects data by making use of the Spectrum Technology Platform, a Bowes design which also powers its customer analytics and data management software. Spectrum is the engine that works behind the scenes to work with large stores of information – big data – and match similar data to one another. In the case of customer information, it can understand how a person moved from one customer support channel to another but continued to speak about the same issue. It can also handle address and name changes of any individual or business by looking at other information that would tie them to a new printed identity.
Jack Bullock, the senior vice president of software solutions at Pitney Bowes, spoke about the need to define specific elements of a customer’s identity when dealing with name and address changes. He noted that the quality of input data can change from one situation to the next and that data management software with experience, such as Single Customer View, can manage disparate quality and still return favorable results.
Other parts of the Bullock’s company have also seen action as of late. It released the EngageOne Video software this past September and, with it, gave clients the ability to easily create interactive documents and presentations for interactions with customers. This type of interaction, where customer service agents create documents such as interactive tutorials or billing statements can end up within the store of big data alongside all other names, addresses, preferred channels, and text or recordings from past interactions.
The only way Bowes clients can accurately grab that spread-out information is through intelligent searches of data stores. That is what this new software brings to the table. Its accuracy can help clients increase customer satisfaction and decrease risk within all their customer-facing activities, and it is available now to perform exactly that task.
Edited by
Maurice Nagle
