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Contact Center Solutions

Contact Center Solutions. Seminar in a Box. Creating the perfect customer experience. Demographics and Expectations Have Changed. The Young Generation is Reshaping Communication Usage. 340%. “U.S. Teens text 3,339 times a month”. Increase of mobile data usage among teens. 14%.

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Contact Center Solutions

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  1. Contact Center Solutions Seminar in a Box

  2. Creating the perfect customer experience

  3. Demographics and Expectations Have Changed

  4. The Young Generation is Reshaping Communication Usage 340% “U.S. Teens text 3,339 times a month” Increase of mobile data usage among teens 14% Decrease of voice minutes among teens “This economic recovery will be shaped by the values of tech-loving Generation Y, and to a lesser degree, affluent members of Generation X”

  5. Satisfaction Risks Are Increasing Risks are Increasing of Not Providing Expected Customer Experience 92% 80% 73% of consumers form an opinion about a company’s image through their interaction with the Contact Center of companies believe they deliver a good customer experience of Millennials [Gen X and Y] will leave after one bad experience 20% 85% will tell others about their poor experiences of consumers agree

  6. The VALUE of Any Customer Interaction is Defined by its CONTEXT

  7. Management of end to end experiences for customers, employees, partners, suppliers Orchestrating assisted or automated multimedia contextual collaboration sessions Differentiation based on complete and relevant context in every session Avaya Experience Management Framework

  8. Experience Management Integrating Customer Care into Enterprise Processes Interaction Is Intelligent, Adaptable & Personalized Users Productive Interaction Collaborative Engagement Unified Service CreationAvaya Dialog DesignerAvaya Aura Contact Center Web Services Avaya ACE Communications Applications Intelligent Automation Infrastructure Protected, Leveraged into New Value Agility, Enhanced Customer Service

  9. The Avaya Aura™ Contact Center SuiteDelivering Experience Management End to End Services Performance Management Reporting Analytics WFO Agent Environment MMS SMS Assisted Experience Management XML SMS MMS Email Web Voice Video Chat AutomatedExperienceManagement IVR Web Chat Email Avaya Agile Communication Environment (ACE) or CS1000

  10. Automating Work Assignment with Warm Handoffs to Live Expertise • AutomatedWork Assignment • Interaction data to enhances context • Customer history improves 1:1 match • Faster processing improves match speed • Leverage experts across enterprise • Self correction eliminates errors Match to CC KPI Other Skills Language ANI DNIS Expert Presence Customer Intent Customer History Match to CC KPI Other Skills Language ANI DNIS Other Skills Language ANI DNIS ANI DNIS Skills Routing Business Advocate ACD Work Assignment

  11. SIP Message Selection Pitch #2 Pitch #1 Menu Options Welcome Message Revenue in Queue Message Ad #1 Ad #2 Serving Customers Better While in Queue Call answered when agent available Joe The Consumer Agent Joy Expected Wait Time25 seconds! “We see that you are checking on your new car loan. Did you know ABA Insurance offers a new vehicle discount of 20% for existing policy holders? Could we speak with you on this offer?“ “As a valued customer, your local Quick Change oil service is offering a 50% discount. Interested? Say “text me” and we’ll send you the promotion code good until May 30th!“

  12. Proactive Outbound Communications ProactiveOutreach • From Reactive to Proactive Care • Exceed customer expectations • Increase customer loyalty and stickiness • Economic pressures • End Customer Benefits • Personalized service • No unnecessary interactions • Ease of doing business • Organizational Benefits • Higher customer retention • Cost reduction through preemptive service • Up-sell & cross-sell opportunities

  13. Leverage existing voice applications Existing Dialler Operation Lower inbound volume Complementing an Agent-Based Outbound Operation • Current dialer sweet spot is outbound calls handled by agents • Now use the dialer also to drive outbound self service • Leverage applications that already exist in the inbound self-service setup • This increases usage rate of existing self service applications, like payment systems • Lower the inbound agent-answered volume by pre-empting these calls with self-service outbound Self-Service Drive outbound self-service Agent Outbound Inbound

  14. SIP SIP Proactive Outreach Voice Portal Orchestrating Outbound and Inbound Automated Customer Interactions Applications Live Agent (as needed) Event Notification Payment Reminder Customer Customer Customer Customer AutomatedExperienceManagement Product Promotion Customer Customer Customer Customer Outbound Subscription Renewals Customer Customer Customer ProductSupport E Mail Corporate Directory Ordering and Payments Text Automation of multi-channel inbound & outbound interactions delivered through a common platform to reduce inbound call volumes Inbound Voice Voice E Mail Text

  15. Video in theContact Center

  16. Automating Social Media Interactions Scan and process events from social media using existing Avaya Contact Center infrastructure Enterprise Contact Center Inbound Contact Managed Agents & Experts Work Assignment Avaya Social Media Gateway SocialNetworks StandardMedia Web

  17. IntegratingtheMobileCustomerExperience Basic Troubleshooting Description of Problem Technical Support Type of Issue

  18. Orchestrating an Exceptional Experience Automated Service (Proactive Outbound) Mobile Mashups(iPhone / Android) Multi-modal(text message, email, web chat) Video Kiosk and Video Self Service Automated Experience Management Social Media Integration Call Back Assist Enterprise Call Routing Advanced Wait Treatment Speech Enabled Unified Automation Platform for Deployment of an Array of Services Revenue in Queue“Ad Space” Self-Service

  19. Our Differentiation Strategy Are You Limited by Scale? Are You Having Trouble Getting a 360° View of Your Customers? Competitors Avaya Collaboration Sessions Model (Anchor Media) Isolated Interactions

  20. Experience ManagementCollaboration Sessions Model (Anchor Media) End Customer Customer Specific Data Reporting Insights Self-Service End Customer Interaction Session stays anchored at a fixed point Live and interactive SIP conversations orchestrated throughout contact interaction Session Context ? Collaboration Sessions Intelligent Customer Routing based on contextual data from the enterprise with external data queries Expert Assist Relevant Context delivered to Agent during live customer interaction Analytics and Call Recording feeds customer specific data to SIP string and activates call recording Host Data Exchange Agent Assist Recording

  21. Avaya Aura Performance Center Center : a place where some particular activity is concentrated Performance : a process or manner of functioning or operating Avaya Aura Performance Center : A new class of Contact Center Performance Management solution that provides a comprehensive insight into Contact Center operations, service delivery and customer satisfaction – all in one place, for all users. Note: “Performance Center” is an internal Avaya project name and may not reflect the final naming of the product

  22. Performance CenterApplication Stack Action Module Closed Loop Add optional module for closed-loop, adaptive contact center functionality Analytics Module Analytics Add optional module for performance analytics functionality Advanced Reporting Module Advanced Reporting Use CMS as a data source for advanced capabilities Embedded Reporting provides feature-rich unified reporting Add optional module for advanced reporting functionality CMS Reporting Module (“IQ”) AACC Embedded Reporting Standard Reporting For CC Elite, choose CMS, or IQ, or both side-by-side CC Elite handles voice, AACC handles Multichannel CC Data Sources CC Elite CC Elite Avaya Aura CC Avaya Aura CC

  23. Workforce Optimization: A Journey S4 Focus on Quality defined internally; Skill Routing; Quality Monitoring Scorecards Workforce Management Focus upon productivity; Basic technology stack ACD Call recording Silent monitoring Many Spreadsheets S3 Focus on Enterprise Customer Centricity; Root cause analysis Business process analysis Extension of WFO into Back Office S2 Focus on Customer Service as a competitive advantage; eLearning Speech Analytics Customer Feedback S1 Contact Center Maturity

  24. Introducing Avaya Aura WFO • A comprehensive, feature-rich WFO suite • Contact Recording • Quality Monitoring • Workforce Management • eLearning • Tightly integrated into Avaya Contact Center • Launched in July 2010

  25. Connect & Open the Enterprise Application Integration Puttting all together to get a perfect customer experience Bring FullContext to Every Session Orchestrate the Experience Immerse theAgent in the Experience Manage,Learn, Apply

  26. Q & A ? ? ? ? ?

  27. THANK YOU!

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