Amersfoort, 20 November 2015 – brightONE and Thunderhead join forces to offer the Omni channel expertise of brightONE with Thunderhead’s ONE Engagement Hub as an integrated solution to help businesses get closer to their customers, resulting in true customer engagement. Through this partnership every customer of brightONE and Thunderhead is capable of having a personal and relevant dialogue with their customers, in the context of their personal journey with seamless transitions across every channel. This allows them to have the right conversation with each customer, regardless of the chosen channel, in the right context.
Organisations are still working in silos, focusing on developing their online channels, or optimising their call centres. In contrast, customers are not limited by individual channels and switch easily between online and offline, especially when their preferred channel does not provide the answers they are looking for. The ONE Engagement Hub helps businesses listen to customers everywhere in real time and joins up web, mobile, high street and call centre customer experiences and connects them with existing CRM systems. This allows a multi-dimensional view of all customers, enabling businesses to understand each individual customer need, in the moment – providing powerful insight into the customer journey.
This insight allows the right conversation to take place, at the right time, with the right customer. For example, a person that received a contract renewal, looked at the product page online and calls the contact center, is directly recognised on every channel and will be supported along their entire journey. The ONE Engagement Hub not only provides a 360 view of each channel, it also gives suggestions for the best next conversation Personal, relevant, contextual and, for the first time, customer relationships can be effectively managed at scale.
Oedse de Boer, managing director at brightONE: “Our present is characterised by an abundance of information, an increase in the number of contact channels and a customer that is perfectly aware of his freedom of choice. Now, more than ever, the difference is created by the sincere connection the customer experiences with an organisation. The focus of brightONE on Omni channel customer engagement, on CRM and on developing and applying the right customer interaction strategy, is completed and an extremely powerful combination together with the ONE Engagement Hub from Thunderhead. Moreover, this solution can be used by every organisation since the IT impact is small and the time to market very fast. This way of achieving lasting performance in customer contact together with a flexible and future-proof solution, matches exactly with our DNA.”
Pipa Unsworth, VP Alliances at Thunderhead: “brightONE shares our belief that companies who recognise that the customer manages their own journey are better placed to truly engage and build trust with their customers. Combining Thunderhead’s pioneering technology with brightONE’s consulting expertise offers brands a complete solution for improving customer engagement.”
Photo: brightONE and Thunderhead celebrate announcing their partnership. From left to right: Maarten Mulder (Thunderhead), Sharon Braam (brightONE), Fred Van Westerop (Thunderhead) and Göran Van Hese (brightONE).
brightONE has over 20 years experience in improving interactions between customers and organisations. They have one dream: all 17 million residents of the Netherlands always interact with obvious convenience and complete trust with organisations. The expertise of brightONE in customer contact is both in marketing, sales and customer service. brightONE offers a wide range of services: the development of vision and strategy, the implementation and management of customer interaction strategies, proactive chat, social media solutions and Omni channel CRM-platforms. They are respected partners and work side-by-side with Microsoft, LivePerson and with Thunderhead. Together they’ll work everyday to contribute to their big dream.
More information: www.brightone.nl
Thunderhead is an acknowledged pioneer in the area of Customer Engagement. The British software company has grown from its launch in 2004 into a globally recognised leader in the customer engagement market. Thunderhead has its head office in London, offices on three different continents and a customer database of more than 200 brands around the world. Thunderhead makes it possible for companies to develop a good customer journey, on the basis of customer insights obtained, and thereby to build a durable customer relationship, which results in long-term customer loyalty.
More information: www.thunderhead.com
Thunderhead on Twitter @ThunderheadONE