Daily CX updates for the Oracle EMEA CX partner community

Teamcx (NL) helps companies optimize online customer contact

Richard Lefebvre
CX Partners programs Director

We are pleased to welcome a new Oracle Service Cloud partner in the Benelux region: Teamcx which arrives with a great deal of experience in this area. Read their press release below:

Amsterdam, 13 October 2016 – Teamcx has been up and running since 1 October 2016. Teamcx is the result of a re-launch of the Customer Interaction Group, which was declared bankrupt in August. Teamcx focuses on optimizing customer service provision, specifically in the area of online customer contact. The contact centre software activities of Customer Interaction Group have been transferred to Axians, with whom the company has an existing partnership. This guarantees the service provided to existing customers of Customer Interaction Group.

Teamcx will focus on innovative applications for messaging solutions such as Facebook Messenger and WhatsApp. This includes the delivery and integration of messaging solutions in the corporate CRM environment, as well as creating smart links so that customer communication is captured
through each channel in the CRM environment and integrated seamlessly. Teamcx does this initially on the basis of Oracle Service Cloud, a solution with which the team has built up extensive expertise in previous years.

Hanjo Huizing, founder of teamcx: “Developments in customer contact are undergoing rapid change: customer contact is fast-becoming an ‘online’ trend. The boundaries between private and business communication are fading. The integration of digital channels such as e-mail, messaging apps, chat, SMS and social media in the CRM application are a must for organizations that want to tailor their customer contact to respond to changing customer behavior.”

Messaging apps such as Facebook Messenger, Telegram, WhatsApp, WeChat and Line offer increasingly richer functionality. This has made them the platform for delivering the best customer experience; the CRM environment of the organization is the engine that drives it all. Huizing gives an example: “In the future it won’t be necessary to log on to a carrier site or a personal page as an e-commerce customer, and orders can be tracked via the customer's preferred channel. In a wellorganized multichannel environment all interactions can be linked to the customer details, which will allow a message to be resent to the customer from the CRM environment using an automated WhatsApp bot, for example. This reduces the risk of communication errors and repeat traffic and saves time for the organization and the customer alike. You can see that integration is the next step in self-service, but it also creates new solutions for proactive customer contact.”

Hanjo Huizing has joined teamcx as an investor. He brings his network, helps the team to be successful and ensures that the business develops further. Huizing: “One positive aspect is that all of the existing customers have stayed with teamcx, which was a key condition for the re-launch. Teamcx bears all the hallmarks of a start-up: a small young team of three developers, who are creating the next generation of customer contact solutions. Teamcx is based in the city centre of Amsterdam, an inspiring environment where many other tech start-ups and digital agencies can be found.”

Further information is available from Hanjo Huizing, teamcx, by calling +31 (6) 14012200 or
visiting www.teamcx.nl

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