AMCAT Insight: Crossing the Chasm

‘Crossing the Chasm’ written by Geoffrey A. Moore was a late 1990’s ‘must read’ marketing manual for anyone in the high tech industry. Moore’s thesis is that companies face challenges (the ‘Chasm’) in moving with their customer base from the early adopters (visionary customers) to the mainstream market dominated by a more pragmatic customer base

Successfully navigating the chasm can mean the difference between being a winner or a loser. It comes down to an awareness of who is buying your product, how your customers are changing and your ability to best serve them. Amcat’s customers are most certainly faced with their respective chasms to cross, related to the demands that their customers place on customer service or contact center agents.  The historical metrics used to judge success or failure – efficiency in call handling and cost control are still part of the equation, but as in all business the customer will ultimately be the one who determines the winners and losers. The requirement to handle any form of communication (voice, email, web, fax etc.) and combine it with a real-time database of customer information with the ability to move the combined event throughout the company simultaneously, add to the complexities of how to attract, retain and grow a customer base.

Affordable, flexible and extensible technology from Amcat is changing the landscape of competition. Our clients can now compete and win in the tricky world of customer care by implementing our software solutions in ways that were not even possible five years ago. Our new IP-based products will allow our clients to create a ‘knowledge network’ that includes everyone in their company not just the call center or customer service center agents. This kind of functionality has previously only been available to those few customers capable of spending millions of dollars on an implementation. Amcat delivers a value proposition that makes IP/PBX, VoIP and connectivity to existing CRM tools accessible to a broad range of customers.

Our clients and their customers are enjoying the benefits of improved first call resolution, reduced call handling times, effective access to customer data and the ability to offer personalized and enhanced individual services.

Amcat replaces the legacy limited function systems with flexible, IP based solutions that can bridge the chasm in order for you to grow and prosper.