Customer experience technology

Why customer experience technology starts with connectivity

While customer satisfaction is the foundation of business success, the task of creating exceptional experiences for customers grows harder each year. New technologies and channels give customers more ways to connect with your business – and add more complexity to your customer experience (CX) efforts. Customers expect to interact with your business on any device and channel they choose, and they want every experience to be fast, convenient and personalized for them.

The right customer experience technology can help you meet these exacting demands while minimizing effort for your CX and IT teams. While there’s no shortage of CX solutions, these technologies all share one critical requirement: a high-performing network infrastructure that delivers fast speeds, high-capacity, low latency and superior security.

That’s where Spectrum Enterprise can help. We offer a suite of customer experience technologies along with fully managed, integrated network solutions that ensure outstanding customer interactions while minimizing burden and complexity for IT teams.
 

How network performance affects customer experiences

Customer experiences today rely heavily on access to cloud resources, edge applications and streaming services. A robust and highly scalable network has a significant impact on the quality of these customer interactions. To support customer experience technology and deliver exceptional experiences, your network must provide:

• Maximum speed and capacity. Every millisecond counts when you’re competing for customers. Your network provider must offer ultrafast connections and sufficient capacity to ensure bandwidth-hungry applications can operate at optimal levels.
• Easy scalability. When you can scale easily to meet rapidly growing customer demands or sharp spikes in traffic, you’ll be better able to consistently deliver excellent customer experiences.
• Superior security. Customers won’t patronize a business they can’t trust with their information. That means you need network security controls that can constantly evolve to stay ahead of attackers and prevent breaches where customer data is exposed.
• Increased diversity. A cost-effective network lets you compete for customers more effectively. That means you can no longer rely exclusively on costly legacy connections like MPLS. When you can also connect through secure Ethernet, mobile access and broadband, you can reduce costs by choosing the best and most cost-effective connection for every type of traffic.
• Constant availability. Nothing damages the customer experience like downtime. A high-performing network lets you maximize uptime to avoid significant financial losses and mitigate damage to your reputation and customer relationships.
• Reliable stability. Your network must reliably provide outstanding experiences every time a customer connects. Latency, lag, jitter and other adverse conditions significantly degrade customer trust in your brand.
   

span class="h5">Customer experience technology from Spectrum Enterprise

At Spectrum Enterprise, we offer a suite of customer experience technologies along with business network modernization solutions to maximize the value of every customer interaction.

Our customer experience technologies include:

• Dedicated Fiber Internet Access. With our dedicated fiber network, you can enjoy fast and symmetrical internet service up to 100 Gbps for outstanding customer experience. Stringent service level agreements (SLAs) provide 100 percent uptime guarantee.¹
• Unified Communications. Our Unified Communications solutions combine phone, video and messaging capabilities, allowing your customers to contact you any way they choose – including instant messaging, web callback, web chat, email, social media, desktop sharing, voice and video calling. Choose Unified Communication with WebEx or Unified Communication with RingCentral to create cohesive user experiences across locations and devices.
• Managed SD-WAN. Expand your network at your own pace while reducing cost and complexity with our secure, fully managed SD-WAN solution. Rely on expert help for design, installation, management and support. Choose the right type of connectivity for each location across your network for greater efficiency and cost-effectiveness while delivering the reliability and availability your customers expect.
• Managed Cloud Security. Keep your users and data safe with managed security solutions for the cloud. Our offerings apply Zero Trust and multi-factor authentication to protect your business devices, users and locations from a broad range of risks and to enhance the customer experience.
   

Managing your network for better experiences

We offer two network solutions that support customer experience technology, simplify network management and accelerate network performance.

• Managed Network Edge is a secure, turnkey, all-in-one solution that makes it easy to maintain and grow your network. Combining modular capabilities for security, routing, SD-WAN, WiFi, secure remote access services and more, Managed Network Edge offers a seamless experience with comprehensive support, simplified billing and faster resolutions from a single provider.
• Enterprise Network Edge is a fully managed or co-managed option for enterprises with demanding network requirements that need advanced security and the flexibility to support hybrid networks and multi-cloud strategies. Enterprise Network Edge offers throughput speeds up to 100 Gbps while providing services such as routing, SD-WAN, remote access, switching and WiFi, all provisioned in a virtual environment. With this Spectrum Enterprise solution, you can simplify IT operations and deliver an elevated digital experience at scale for customers.
   

Why work with Spectrum Enterprise?

At Spectrum Enterprise, we provide scalable, fiber technology and business growth solutions for America’s largest businesses. From smart factory and smart manufacturing applications to network services for financial institutions, we support a wide range of application with our wholly owned fiber network, allowing us to offer connectivity and networking solutions with remarkable dependability and reliability. Our portfolio also includes HDTV solutions, voice and collaboration technology, edge computing security solutions and managed services that provide IT teams with invaluable expertise and hands-on help.

With Spectrum Enterprise, you can count on:

• Flexible technology. Our scalable solutions adapt easily to let you exploit new opportunities and meet quickly evolving business requirements.
• Greater reliability and reach. With over 245,000+ route-miles and 317000+ fiber-lit buildings nationwide, our private fiber network offers service-level agreements (SLAs) with 100 percent uptime guarantee.²
• A trusted partner. Our dedicated teams bring a tireless work ethic, unmatched commitment and hands-on local support to every customer engagement.
   

FAQs

What is customer experience technology?

Customer experience technology is the solutions and tools that enable superior digital interactions and help build stronger relationships between businesses and their customers. From CRM systems and analytics software to knowledge management platforms and AI-powered chatbots, customer experience technology seamlessly delivers more personalized experiences at every touch point on the customer journey.
 

What does customer experience technology do?

Customer experience technology helps CX teams perform a broad range of tasks – including collecting data, gathering feedback, measuring customer satisfaction, automating communication, predicting customer behavior, identifying optimal channels, personalizing messages and mapping the customer journey.

¹100% uptime SLA guarantee applies only to Dedicated Fiber Internet, Secure Dedicated Fiber Internet, Ethernet Services, Cloud Connect and Enterprise Trunking.