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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

Contact Center Solutions

Seminar in a Box


Contact center solutions

Creating the perfect customer experience


Demographics and expectations have changed

Demographics and Expectations Have Changed


The young generation is reshaping communication usage

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”


Satisfaction risks are increasing

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


The value of any customer interaction is defined by its context

The VALUE of Any Customer Interaction is Defined by its CONTEXT


Avaya experience management framework

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


Experience management integrating customer care into enterprise processes

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


The avaya aura contact center suite delivering experience management

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


Automating work assignment with warm handoffs to live expertise

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


Serving customers better while in queue

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!“


Proactive outbound communications

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


Complementing an agent based outbound operation

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


Orchestrating outbound and inbound automated customer interactions

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


Video in the contact center

Video in theContact Center


Automating social media interactions

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


Integrating the mobile customer experience

IntegratingtheMobileCustomerExperience

Basic Troubleshooting

Description of

Problem

Technical Support

Type of Issue


Orchestrating an exceptional experience

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


Our differentiation strategy

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


Experience management collaboration sessions model anchor media

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


Avaya aura performance center

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


Performance center application stack

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


Workforce optimization a journey

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


Introducing avaya aura wfo

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


Puttting all together to get a perfect customer experience

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


Contact center solutions

Q & A

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?

?

?

?


Contact center solutions

THANK YOU!


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