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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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    Presentation Transcript
    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

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    in third quarter –

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    CJet voters, don't let a golden

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    County IndependentDear reader,

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    If CJet could just play nice & bump

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    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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