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Avaya Customer Connections. What Business Issues Keep Coming Up?. Connect Social Media with the Contact Center. Inability to integrate multimedia channels. Overcome Client dissatisfaction with using voice channel. Inability to utilize video to connect with consumers. Overview.

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Avaya Customer Connections


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what business issues keep coming up
What Business Issues Keep Coming Up?

Connect

Social Media with the Contact Center

Inability to integrate multimedia channels

Overcome Client dissatisfaction with using voice channel

Inability to utilize video to connect with consumers

overview
Overview

Avaya One Touch Video

Customer Connections Mobile

Avaya Customer Connections Social Media Manager

slide5

Avaya One Touch Video

  • Personal voice, video and collaboration through any device...

Kiosk

Internet-connected PC

Tablet

Mobile Device

slide6

Avaya One Touch Video

  • …and multiple applications

Web Page

Email

Mobile App

avaya one touch video capabilities at a glance
Avaya One Touch Video Capabilities at a Glance

Improve productivity and provide cross-selling or up-selling opportunities

  • Client-friendly features
  • One-on-One Interaction from the Web
  • Customer Context
  • Contact Center Routing

Avaya One Touch Video

AGENT

TEXT CHAT

CUSTOMER

avaya one touch video capabilities
Avaya One Touch Video Capabilities

Client-friendly

  • Connect face-to-face with one click
  • Browser-based application
  • No proprietary software
  • Pre-session testingof user’s microphone and camera
  • Customer audio control display

LINK HAS EMBEDDED AVAYA ONE TOUCH VIDEO URL

slide9

Avaya One Touch Video Capabilities

One-on-One Interaction from the Web

  • One- or two-way voice or video conversation
  • Text chat, share desktop content, still images, videos and other applications
  • Separate content sharing and text chat windows

Click to Talk

Click to Video

CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK

slide10

Avaya One Touch Video Capabilities

Customer Context and Contact Center Routing

  • Recent navigation on your website
  • In-process transactions
  • Previous contacts
  • Self-service attempts
  • Leverage Avaya contact center
  • Handle as a SIP voice and video call
  • Send self-help photos, Flash content or videos

Avaya One Touch Video

APPLICATION SHARING

avaya one touch video across the counter customer service via video
Avaya One Touch Video“Across the Counter” Customer Service via Video
  • Align to meet business objectives
  • Extend service at the branch and the home
  • Video self-help, wait-treatment, 2-way collaboration

Self Service

2-WayConference Video

CustomerInitiatesQuery

  • Agent shares:
  • Video
  • Documents
  • Web Pages
slide12
Avaya One Touch VideoConnecting Consumers via a Thin Client to Enterprise Customer Service Use Case

“Click here to speak with a video customer service agent.”

“I need to know more about options for investment given my new goals.”

Bank Client

Nexus One User

slide13
Avaya One Touch Video Connecting Consumers via a Thin Client to Enterprise Customer Service Use Case

Bill clicks on link. Information about

Bill is sent to the Bank along with the

Click-to-connect.

“I need to know more about options for investment given my new goals.”

Bank Client

Nexus One User

slide14
Avaya One Touch VideoConnecting Consumers via a Thin Client to Enterprise Customer Service Use Case

A new web page loads that invokes Adobe Flash to set up a voice and video call. Bill sees wait treatment until an agent is available. Then, Bill is connected to the Agent Jane.

“I need to know more about options for investment given my new goals.”

Bank Client

Nexus One User

slide15
Avaya One Touch VideoConnecting Consumers via a Thin Client to Enterprise Customer Service Use Case

Jane is able to see Bill, and Bill’s profile that was sent with the click-to-connect request.Jane can share desktop content, videos, and applications with Bill via the video link.

“I need to know more about options for investment given my new goals.”

Bank Client

Nexus One User

customer connections avaya one touch video
Customer Connections – Avaya One Touch Video
  • Extend customer reach to viral channels on their endpoint of choice
  • Multimodal customer/agent push interaction on call
  • Customized or default processing of customer profile + service request
avaya customer connections mobile1
Avaya Customer Connections Mobile
  • Increase agent efficiency and first call resolution using rich context

Customer App

Select Issue

  • Leverage existing investments self service applications

Basic Troubleshooting

Describe Problem

  • Enhance customer experience by eliminating hold times and allowing self service through mobile device

Request Callback

Call in Queue

avaya customer connections mobile2
Avaya Customer Connections Mobile
  • Increase agent efficiency and first call resolution using rich context

Customer App

Select Issue

  • Leverage existing investments self service applications

Basic Troubleshooting

Describe Problem

  • Enhance customer experience by eliminating hold times and allowing self service through mobile device

Request Callback

Call in Queue

avaya customer connections mobile3
Avaya Customer Connections Mobile
  • Increase agent efficiency and first call resolution using rich context

Customer App

Select Issue

  • Leverage existing investments self service applications

Basic Troubleshooting

Describe Problem

  • Enhance customer experience by eliminating hold times and allowing self service through mobile device

Request Callback

Call in Queue

avaya customer connections mobile4
Avaya Customer Connections Mobile
  • Increase agent efficiency and first call resolution using rich context

Customer App

Select Issue

  • Leverage existing investments self service applications

Basic Troubleshooting

Describe Problem

  • Enhance customer experience by eliminating hold times and allowing self service through mobile device

Request Callback

Call in Queue

avaya customer connections mobile5
Avaya Customer Connections Mobile
  • Increase agent efficiency and first call resolution using rich context

Customer App

Select Issue

  • Leverage existing investments self service applications

Basic Troubleshooting

Describe Problem

  • Enhance customer experience by eliminating hold times and allowing self service through mobile device

Request Callback

Call in Queue

avaya customer connections social media manager1
Avaya Customer ConnectionsSocial Media Manager

30% identified as SPAM or irrelevant; 70% identified as relevant

Of that 70%, 2% require attention and are routed to agent

Thousands of items are retrieved based on search results

I supported CJ’s Charity Walk Week

http://www.charity.org

#CJ

CJet airlines swings to $161M loss

in third quarter –

Bizjournals.comhttp://bit.ly/2OUCRV

CJet voters, don't let a golden

Opportunity pass us byCJet

County IndependentDear reader,

are you one who.. http://bit.ly/3qWX2

If CJet could just play nice & bump

me to a later flight this would just

uncomplicate things.

No joy on 2 CJet flights. Back

through security again to mothership

  • Out of 70,000 relevant items,1,400 actionable items remain
  • 30,000 SPAM items &irrelevant items removed
  • 100,000 Total Items
social media processing automating social media
Social Media Processing Automating Social Media

Scan and process events from social media using existing Avaya Contact Center infrastructure

Contact Center

Inbound Contact

Avaya Social Media Manager

SocialNetworks

StandardMedia

Managed Agents & Experts

Contact Routing

Web

Reporting & Analytics

social media manager
Social Media Manager
  • Gather Potential Interactions from Channels
  • Analyze Interactions using Analysis Engines
  • Efficiently and Automatically Process Social Media
  • Personalized , context-based processing of customer service request
  • Integrate with Avaya contact center systems
connect with customers in new ways
Connect with Customers in New Ways

Customers

Install the Social Media application and connect with agents by simply clicking a link in their profiles

Agents

Easily respond to customer inquiries, enabled with invaluable information and context from user profile

Peter, did you know that adding an HDMI cable to your new Adora HDTV can greatly improve your HDTV picture quality? Click here in the next 60 minutesto receive 30% off our already low-priced HDMI cables!

ten reasons to consider avaya
Ten Reasons to Consider Avaya

Avaya has a Complete Solution

Strategic Communications Consulting

World Class Products

Trusted and Tested Benchmarks

Fast Integration with Popular Monitoring Software

Leading Partnerships

Thought Leaders who know Social Media

We know Contact Centers

Trusted Brand Name

J.D. Power and Associates Recognized

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