Methods to Optimize Your Customer Experience

2. Methods to Optimize Your Customer Experience Roxanne Burkey Director, Technical Solutions Marketing Avaya

3. Delight Your Customer! • Total Customer Interaction Enablement • Contact anywhere, anytime, anyway • Rich Customer Experience • Case studies • Performance Management • Optimize customer, agent, management experience • Professional Services • Key Learning / Summary • Additional Information / Resources

4. Today’s Customer Service and Sales Reality Increasing Economic Pressures Changing Patterns ofCustomer Service Increasing Customer Expectations Increasing Competitive Pressures

5. How Will You Keep Pace? Do I appreciate the impact customer experience could have on my organization’s brand? How do I ensure that I constantly improve the customer experience? Will my current technologyenable the growth that I need? Is my customer experience strategy aligned to my processes, people, culture? Can I deliver a sustainable, growing ROIfrom my customer experience investment? Does my current Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?

6. Actionable Insights. Better Engagement. Superior Results. The Avaya Customer Experience Framework Awareness INTERACTION Connected, Intelligent, Persistent Customer Engagement • EXPERIENCE • 1:1 Matching of Customers to Resources using Contextual Awareness DESIGNSeamless, Connected Customer Experience MANAGEMENTStreamlined, Simplified, Business Driven Management PERFORMANCE End to End, Scalable, Real Time Business Intelligence and Insight Persistent Conversation Layer on New Capabilities Connect to Avaya, Third Party and Competitive Solutions Preserve Existing Investments Leverage Common, Open, Connected Platform Right Media, Right Time Enterprise wide Engagement Actionable Insight

7. Customer Interaction Enablement • Blended Customer Interactions • Voice, eMail, SMS, Web Chat, Social Media, etc • Agent Enablement • Tools, business processes, ability, etc. • Proactive Outreach • How and when to reach out • Connecting with backend data systems • Customer history, preferences, status, etc.

8. Connected to a Larger Ecosystem Avaya Customer Experience Framework Integrated OutsourcersSupply Chain Devices Business Applications Business Processes MANAGEMENT DESIGN Your Customers Contact Center Collaboration Framework Collaboration Framework Enterprise Resources Networking Equipment Open Framework to Connect with Avaya, Third Party and Competitive Solutions INTERACTION PERFORMANCE AND ANALYTICS EXPERIENCE MANAGEMENT

9. Provide Exceptional Service at a Lower Cost and Better Margins Proven Business Impact For Your Customers For Your Employees For Your Business • Differentiated brand • Better Net Promoter Score • Lower costs, increased revenue, improved profitability • Flexible architecture while managing business complexity • Anytime, anywhere, any channel • More personalized experience • Reduced waiting and transfers • Improved first contact resolution • Positive, productive work environment • Right information and resources to work effectively • Opportunities to collaborate • Flexibility and empowerment 160% ROI... Lower attrition, increasing productivity Increased sales 20%, improved customer satisfaction 99% of customers report very courteous service Customer Satisfaction Customer Lifetime Value Staff Retention

10. Create Frictionless Service, Make Life Easy, to Differentiate Richer Customer Interactions Technical Support Type of Issue Basic Troubleshooting Description of Problem

11. Why Avaya for Customer Experience Management? • #1 market share globally (36%), leader in Gartner Contact Center Magic Quadrant1 • J.D. Power and Associates “Excellence in customer service and support” fourth consecutive year2 • Global partner ecosystem of industry and application development specialists, backed by Avaya Expertise and Best Practice • 97% of customers experiencing First Contact Resolution 3 • 84% of customers satisfied with service 4 • 3 x improvement in sales 5 • Customer service ratings increase average of 28% with Avaya 6 Positive Impact on Business Results Proven, Reliable Solutions for Today and Tomorrow • Solution to address current requirements and future growth • Proven business transformation methodology • Avaya commitment: “Your Path, Your Pace, Your Choice” • Mission-critical reliability so you can sleep at night

12. Imagine… • Creating a Whole New Customer Experience…For Each Customer, Every Time PERSISTENT CONVERSATION AWARENESS From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience Right Media, Right Time Right Media, Right Time Enterprise-wideEngagement Actionable Insight From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes Enterprise wideEngagement For Your Customer For Your Business Valued Experience That Creates Loyalty and Brand Improved Customer Lifetime Value From Basic Understanding… …to Knowing Preferences, Value, Current Situation... and Acting on It Actionable Insight

13. Performance Management • Agent resource management for a Contact Center • Avaya Workforce Optimization • Real-time reporting for empowered agents • Real-time Speech Analytics to measure customer interactions • Why is this valuable? • Historical metrics and analytics • Integrated metrics for all contact types • Measurement for Agent/Representative efficiency

14. Avaya Aura® Workforce Optimization Components Desktop & Process Analytics Speech Analytics Customer Feedback Performance Management eLearning & Coaching WFM Enterprise Value Quality Monitoring PCI Pause & Resume Encryption Voice & Screen Recording Compliance & Liability Operations Centric Customer Centric Performance Optimisation Contact Center Maturity

15. Reduce Agent Turnover with Improved Job Satisfaction Customer Case Study: IT Navigator “We have been able to make productive changes within our own CRM system and develop more efficient internal processes because we are able to recognize tools that our agents may be lacking.” — Arik Shtilman, Vice President of Marketing and Business Development, IT Navigator Business Challenge Solution Impact = = = • Ability to Document and Meet Tight SLAs • Monitor quality and continuously improve • Optimize workforce scheduling • Workforce Optimization Including: • Call recording and quality monitoring • Workforce forecasting and scheduling • 30% reduction in new agent training time • 20% savings in workforce time by effective agent scheduling • $100,000 annual savings in penalties

16. Avaya Speech Analytics Can Help Your Business $ Improve operational efficiency Identify new revenue opportunities Address regulatory or policy compliance

17. Delivering End-to-End Analytics Self-Service Experience + InteractionContent(the speech) Routing Flow Effectiveness Customer – Agent Interactions Agent Behavior Customer Experience Grave Cradle Gain greater insight and improve user experience end-to-end by combining analysis across all these activities

18. Financial Services Provider Improve Quality ControlRegulatory Compliance Analytics Insights ROI Key Business Issues • Agent adherence • Complaint handling skills are poor • Customer churn rates reduced from 20% to 15% • Cost of discovery reduced • Combined ROI: $548K • Complaints re: PPI escalate to regulatory body • Customer churn high

19. Avaya Aura® Performance Center Architecture Built on Best-In-Class Infrastructure Avaya Performance Foundation • Business Intelligence Engine • Data Warehouse • Historical Data Import • Real-Time Data Input • Extract Transform Load (ETL) Avaya Performance Analytics • Speech Analytics • Contact Flow Analytics • First Call Resolution • Agent Interaction Analytics Avaya Performance Reporting • Unified Historical Reporting • Unified Real-Time Reporting • Report Designer NDA / CONFIDENTIAL ONLY

20. Contact Analyzer

21. Avaya Aura® Performance Center Evolution CMS Complement Unified Reporting Evolution • Unification • Cross portfolio Avaya contact center solutions • Full Multi-tenancy • Broader 3rd party integration • External feeds via web-services and ODBC/JDBC • Integration • Cradle-to-Grave • Dynamic Routing • Self-Service • Assisted Service • Experience Management • Consolidation • Enterprise-wide CMS Historical • High Availability • Multi-Host • Analytics • Speech • Contact Flow Enterprise-Wide CMS Real-Time Agent Interaction First Call Resolution Unified Reporting and Analytics Platform Voice | Dynamic Routing | Self Service | Web | Mobile | Social | Video | WFO APC 7.0 7.1 Future

22. AAPC Source Adoption APC WFO RT Real-TimeDashboards AIC Real-TimeNotifications POM Real-Time EventProcessing PC EDW Analytics AACC OBIEE Historical AAEP Enterprise ELITE AAEM CMS IQ Data Import CMS ECH Historical Feed DataSources ServiceBus DataGrid ReportingPlatform Reports

23. Avaya Aura® Performance CenterEnd State Vision • Report user view • Access all reporting and analytics from one place, for all report users • A consistent user experience, tailored to the needs of each user • Adaptive Contact Center • Alerts & notifications to agents, supervisors, managers, & key stakeholders • Performance KPIs for resource selection and work assignment Performance Center User Workspace Performance Management Applications Performance Center Platform Source Applications

24. Customer Case Study: Thompson CAT Improved reporting both real time and historical “Avaya IQ has opened up a whole new dimension of improvement for us... with powerful tools to identify problem areas, deploy measures for improvement, and track our progress.” — JJ Lay, Six Sigma manager Thompson CAT Business Challenge Solution Impact = = = • Disparate phone sytems • Wasted time for agents and their customers • Improve customer service • Improve company image • Avaya Call Center • Avaya IQ • Immediately identified problem areas, make steps toward improvement • Improved Agent productivity and performance • Enhanced customer experience

25. Ensuring Value Delivery & SuccessAvaya Professional Services • Program and project management • On-site pre-implementationand implementation support • Product training/knowledge transfer • Remote support • Application development • General customer support An end-to-end approach, with supportin all key areas, including:

26. Key Learnings/Summary • Delighting your Customer is possible with integrated Avaya Contact Center Solutions • Enabling Customer contact anytime, anywhere, and anyway they wish • Insuring your representatives are trained in more that just voice interactions. • Be prepared to measure performance, analyze current interactions and adapt to changes required by customers and your business

27. Our Promise Delivering Tomorrow’s Experience Today Innovative, Market-Leading Ideas Proven and Reliable Solutions Business Results-Driven Focus Your Path, Your Pace, Your Choice

29. Resources • “Managing” a winning strategy link: http://www.avaya.com/usa/resources/type--videos/page--5/ • Compelling Contact Center & SIP story: http://www.avaya.com/usa/resources/type--videos/ • Midsized Contact Center Link: http://www.avaya.com/usa/solution/offer/customer-experience-management-for-midsize-contact-center • VUPS video customer spotlight: • http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_vups.flv

30. Definitions • Business Issue(s) -What customers need to address and resolve to achieve their business objectives which is increased levels of profitability • Problem - The difficulties that prevent them from being able to satisfactorily deal with or resolve their business issues • Solution- The capabilities that any vendor needs to provide to enable the customer to properly address their business issues (key differentiators that are tied to problems) • Value - The only thing that matters is the customer's perception of the value of being able to resolve their business issues and it is always a combination of tangible and intangible components. • Power (the target buyers) - Understanding of and access to who can say yes or no to the decision. • Plan - the actions / steps required to solve the Business Issue