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Avaya Customer Connections

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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  1. Avaya Customer Connections

  2. 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
  3. Overview Avaya One Touch Video Customer Connections Mobile Avaya Customer Connections Social Media Manager

  4. Avaya One Touch Video

  5. Avaya One Touch Video Personal voice, video and collaboration through any device... Kiosk Internet-connected PC Tablet Mobile Device
  6. Avaya One Touch Video …and multiple applications Web Page Email Mobile App
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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

  17. Avaya Customer ConnectionsMobile

  18. 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
  19. 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
  20. 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
  21. 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
  22. 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

  23. Avaya Customer Connections Social Media Manager

  24. 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
  25. 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
  26. 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
  27. 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!
  28. 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 1 2 3 4 5 6 7 8 9 10
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