Customer Success Story
Polycom
Polycom, the leading global provider of voice, video, and content sharing solutions for more than 400,000 businesses, utilizes a live chat feature on multiple websites for digital customer engagement and lead generation. Polycom’s previous live chat platform came with a variable cost that increased as more customers and agents engaged, and failed to offer the scalability necessary to meet the fluctuating needs of this global enterprise.
“The tool worked for chat, but it did not offer the functionality we needed to truly engage with prospects and customers in a way that gave us insight into the buyer’s journey,” says Niki Hall, Vice President of Corporate Marketing at Polycom. “As a company that lives and breathes human collaboration, we needed a tool that reflects our desire to meet people where they are and engage with them intuitively and effectively, while driving lead generation and sales conversion. Chat is a huge lead generator for us, but we needed a tool that does more than just chat.”
Polycom turned to Altocloud for innovative digital engagement solutions, subscribing to Customer Journey Analytics, which connects the dots to discover, analyze, and understand customer behavior patterns in real time; Digital Messaging, which allows agents to handle all messaging on the platforms of the customer’s choice; and Real-Time Communications, for live voice, video, and screen sharing interactions. The solution was wrapped in an Enterprise package with full contact center and marketing automation integration.
“We are excited to partner with an industry leader to help them streamline their digital customer engagement strategy, drive leads, and craft a more personalized digital experience for their customers,” says Miles Kane, Altocloud’s Vice President of Sales. “Today, more than ever, the way we interact with customers, and build trust with them, has a major impact on leads and sales conversions.”
“Altocloud delivers more than chat. Their suite of digital engagement services comes at a reasonable, fixed cost and they offer deep customer journey analytics that let us see, understand, and engage digital users in real time,” Hall says. “Now we can provide key customer journey information to our agents while the customer is visiting our websites. That data empowers our agents to work smarter, more effectively, and ultimately leads to higher customer satisfaction.”
In the first four months after implementing Altocloud solutions, Polycom realized a 72% savings in cost per chat, and a 62% savings in cost per lead.
“In addition to savings, it’s about improved functionality and making it easier for us to connect with our customers,” said Andrea Kolstad, Senior Director of Web Marketing and Operations at Polycom. “From an operational standpoint, Altocloud had us up and running in 10 languages within two weeks—it was extremely easy to implement.” Along with chat, Polycom can now conduct surveys and push content that deepens engagement. Agents report that Altocloud’s tight Salesforce integration makes Polycom team’s lives easier by streamlining leads and automatically entering transcripts into Salesforce. “We couldn’t be happier with Altocloud’s solutions and service. Their team is awesome to work with; their senior leaders are involved in our weekly calls and they are continually open to discussing feature enhancements and tweaking things to fit our needs. It’s truly been a positive experience that is helping us achieve our digital engagement goals,” says Kolstad.
© 2016 Polycom, Inc. All rights reserved. All Polycom® names and marks associated with Polycom products are trademarks or service marks of Polycom, Inc. and are registered or common law marks in the United States and other countries. All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any form or by any means, for any purpose other than the recipient’s personal use, without the express written permission of Polycom.
