In today's rapidly changing landscape, supporting an omnichannel customer journey has become increasingly complex. As a result, corporate leaders are compelled to transform their operations and embrace new technologies to ensure business resiliency. To deliver an exceptional and consistent experience, businesses must now adopt innovative approaches to CX that include leveraging the power of generative AI to create differentiated, digital, and human interactions.
Reinventing the customer experience is a journey best taken with an expert guide — one that has helped thousands of organizations deploy personalized, intuitive cloud-based solutions that exceed customer and employee expectations. Our global team of engineers and technicians design consistent, scalable service solutions and customer journey analytics that go beyond traditional approaches and harness the power of generative Al alongside innovative applications that revolutionize customer interactions. With our expertise in this transformative customer experience consulting field, we create intelligent and personalized experiences that not only meet but exceed your customers' expectations.
With the January 17, 2025 deadline looming, the Digital Operational Resilience Act (DORA) demands urgent action from financial institutions and ICT service providers in the European Union. Facing the increasing sophistication of cyber threats, it is critical to enhance resilience, ensuring robust defense and recovery mechanisms safeguard service integrity and client data security.
Watch an insightful webinar from Hammer and Black Box, designed to help you prepare for the DORA Act. Learn from experts as we delve into testing the operational resilience of your ICT systems and building robust testing frameworks.
Is your Customer Experience Management platform providing you with a competitive advantage? Do you need to refresh the way you look at data and technology in support of the customer experience journey? Take a trip with us on your CX Journey as you boost your current system, make the move to cloud CX, or add enhancements that increase your relevance.
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Technology can transform every facet of your customer experience service journey. A committed partner with a dedicated focus on your brand and culture can optimize it and accelerate your journey to service excellence.
Giving you the right technology to realize the best customer and employee outcomes is based on the recommendations of our engineers with a deep knowledge of the capabilities of multiple premise and cloud contact center platforms.
Sometimes you just need a chat bot or a data integration to a legacy database. Black Box has developers and engineering resources ready to assist on the smallest project, especially when “out-of-the-box” isn’t right for your brand.
To keep customers engaged and loyal to your brand in the ever-expanding digital world, your customer service agents must deliver a holistic experience that stands out consistently across every contact point from start to finish via omnichannel communications. Why is omnichannel superior to its predecessors?
As Customer Experience (CX) becomes the last sustainable competitive advantage, call centers need to be more responsive and effective. See how need to choose the right CX approach for your organization: on-premise, cloud, and hybrid and the advantages and disadvantages of each in this white paper.
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Customer experience is key to exceeding your customers' expectations. Brands have to be accurate, dependable, and provide the service they guaranteed. The opportunity lies in the ability to deliver what you promised and surprise your customer with extra care and support.
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Discover how AI is revolutionizing contact centers, enhancing customer support, boosting efficiency, and optimizing performance.
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Whether your CCaaS migration is taking you from a pure-premises deployment, hybrid, or from one cloud provider to another, you need to know the right steps and best practices to achieve your objectives. To learn more, watch this informative webinar featuring our own Dale Brooker – Black Box Senior Manager, Global Service.
The first step in any redefining customer experience journey is to find the right guide. With Black Box as your navigator, we’ll help you find the right path and the right technology partner to create and deliver an omni-channel user experience.
To improve the customer, end-user, and agent experience, Fonterra consolidated four disparate, premise contact centers into one cloud platform. Omni-channel engagement reduced inbound calls by 29% and overflow calls by 21.8%.
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Miami-Dade Aviation Department needed to modernize its mission-critical service desk, which handles approximately 50,000 calls each year. In the midst of pandemic lockdowns, Black Box accelerated the implementation a cloud-based solution without interrupting airline/airport operations and services while enabling safe, secure remote work.
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Read Case StudyThe CX Experience
Download FlyerCX Webinar: Learn from the CX Experts
View On-Demand WebinarBlack Box’s global team of solutions architects can help you find the CX that resonates with your customers and energizes your brand. Whether we’re working with you to design agent desktops that handle all inbound channels, assuring digital channels are consistent and easy to use or implementing the right amount of outbound channels and brand awareness that aligns with your core values, Black Box is ready to support and help you grow on your CX journey.
