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- 1. Avaya Contact Center Overview & Update Outbound Road Map Bill Pennabaker Outbound Sales Leader Avaya
- 2. Overview of Avaya Sessions Gary Barnett President & General Manager Contact Center & Collaboration Bill Pennabaker Outbound Practice Leader Tom Hanson Director of Product Management Contact Center Solutions Nitin Shroff Sr. Product Manager Proactive Outreach Manager Joe Suggs Market Readiness Manager Global Market Introduction Juan Pablo Stamati Video Introduction of Avaya Contact Center Initiatives Overview & Update of Avaya Contact Center Outbound Road Map & Offers Video Introduction: 360 degree automated multichannel experience Proactive Outreach Manager (POM) PC 5.1 Case Studies Outbound Contact Express Automated Customer Experience Global Portfolio Manager Avaya Professional Services Customer Offers AvayaAvaya Professional Services - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
- 3. Investment Strategy Aligns to Market Growth Applications Driven Market Growth Portfolio Growth Strategy New Products Existing Products Elite AACC Proactive Contact Experience Portal IP Office Contact Center Cloud – CCaaS Existing Markets Build / Partner / Buy Execution Plan Automated Chat (Conversive) Outbound Contact Express Enterprise Virtual Stack Elite Multi-channel Experience Manager Proactive Outreach Manager Performance Center New Markets *Source : Gartner, % Shipments/Units 2011 Contact Center Roadmap (Calendar Year) In Market 1H 2013 • AACC • AACC Mid-Market • Elite Multi-Channel • Speech Analytics • Automated Chat (Conversive) • • • • Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Speech Analytics 2H 2013 2014 • Outbound Contact Express • Cloud – CCaaS • MPS 4.1 • WFO 12.0 • Automated Chat 2.0 • Experience Portal 7.0 • ICR 7.0 Elite Multi-channel • POM 3.0 • IPO Contact Center (APAC) • AEM 7.1 Elite-Mid Market Bundle • APC 7.1 Elite Virtual Stack • AEP & ICR 7.0 Proactive Contact 5.1 • POM 3.1 • AACC 6.4 3
- 4. Today’s Consumer 55% have interacted with a company via social media Uses Social Media regularly 39% used their smartphone to comment on Facebook or Twitter about service received 1 in 3 say convenience is more important than price Frequently starts on thelike web-chat offered web would 68% while on company web site Video usage at home has increased by 55% 17% Uses be interested to have their video regularly would 100% questions answered by video-chat say organizations make it easy to switch between different channels Uses multiple channelsorganizations to always want 82% offer multiple channels would like to be able to email the same agent they talk to 58% Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Is empowered say they get better help from other 94% consumers than call center agents 4
- 5. Customer Lifetime Value Margin on Sales or Product Contacts per Order Amount of Purchase Frequency of purchase How much wallet share will we have? Up-sell / Cross-sell How much will she spend? How long will she remain our customer? Customer Effort First Contact Resolution Net Promoter Score Referral Rate Will she influence others? Will she refer others to us? How costly will she be to support? Frequency of Contact How costly is she to acquire as a customer? Mix of self and assisted service Campaign Cost First Contact Resolution Campaign Effectiveness Labor Rate Transfers Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5
- 6. Our Vision The Aware Customer Experience Aware of Relevant Context including History, Resources and Processes One Company Proactive Personalized Anticipate, and Respond Across Channels & Over Time One Customer Connecting Interactions across Channels into a Seamless Experience Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6
- 7. Solution to Get There From Here A Path for Every Customer CUSTOMER CUSTOMER CENTRICITY CENTRICITY MULTI-CHANNEL ADD APPLICATIONS SELFCustomer ExperienceCUSTOMER ROUTING SERVICE AND INTELLIGENT Framework PERFORMANCE MANAGEMENT AND ANALYTICS ACDCENTRIC AACC Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. ELITE / EMC / AIC 3rd PARTY ACD 7
- 8. Interaction EXPERIENCE PERFORMANCE Today Voice self service Next 360° multi-media experience Completion of transaction Simplified implementation On the Horizon Automated and assisted service working together as the ultimate agent Considerations: • Where is your company in implementing the “360 degree” multichannel conversation? • How are web/mobile apps linked to the contact center today? Is this a business model or technology driven challenge? How can Avaya applications accelerate the integration? • Answering repeat questions with automation; new questions with agents; Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8 MANAGEMENT Evolution Path to Experience Management DESIGN INTERACTION
- 9. MANAGEMENT Experience INTERACTION DESIGN Evolution Path to Experience Management EXPERIENCE PERFORMANCE Today Predictive routing to best agent Next On the Horizon Expand into enterprise and other business processes – 2 way communication Sophisticated matching driven by dynamic customer value and business need Considerations • Are Agent, Customer / Prospect and Business Rules your key drivers in routing decisions? How is the priority evolving? • What is the Importance of enterprise level vs. LOB decision making in routing? Are the challenges in evolving to enterprise level routing technology or culture driven? • How are segmentation based routing strategies influencing business results? What do you need from Avaya to advance their use? Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9
- 10. EXPERIENCE PERFORMANCE Today Statistical reporting: Abandon rates Service indicators Next On the Horizon Speech analytics 100% Listening Simple “Google like” query Contact Flow analytics Harness big data Multiple sources Performance, power, accuracy Considerations • What steps are you taking to move beyond “what” is happening to “why”, e.g. Analytics? • Where does “big data” apply to your information management strategy? What do you need from Avaya to support integration into relevant business data beyond the CC? Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10 MANAGEMENT Performance DESIGN Evolution Path to Experience Management INTERACTION
- 11. Evolution to Aware Customer Experience Customer Sees One Company Today Organization Sees One Customer Connecting All Interactions as a Seamless Experience Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11
- 12. Best Practice: Evolution to Experience Management from Elite – Interaction / Experience GROW to Differentiate Customer Experience PROTECT and ENHANCE Existing Investments Scale and simplify? Experience Portal Segmentation Routing? Intelligent Customer Routing & Advocate 360° Customer Experience? Proactive Outreach and Multi-channel Today Next Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Unified Desktop Multi-channel Context Driven Enterprise Work Assignment Multi-source Experience Management Avaya Elite Customers Automate and unify? Virtualized Environment On the Horizon 12
- 13. Best Practice: Evolution to Experience Management from CMS – Performance PROTECT and ENHANCE Existing Investments GROW to Differentiate Customer Experience Avaya Aura Performance Center Upgrade CC Elite and CMS Elite 6.2 + and CMS17 + Avaya Elite CMS Customers Report across Multi-Channels (with EMC only)? Analyze Voice of the Customer? Avaya’s Speech Analytics Obtain Cradle to Grave Insight? Unified, end to end, multi-source, multichannel business intelligence AAPC7.0 w/ Contact Flow Analytics Today Next On the Horizon • AAPC does not replace CMS • AAPC is optional for CMS customers Avaya - Proprietary. Use pursuant to your signedto your signed agreement Avaya - Proprietary. Use pursuant agreement or Avaya policy. or Avaya policy. 13 13
- 14. Best Practices: Evolution to Experience Management from AACC - Interaction & Performance GROW to Differentiate Customer Experience PROTECT and ENHANCE Existing Investments Experience Portal Automate and unify? 360° Customer Experience? Proactive Outreach and Multi-channel Analyze Voice of the Customer Avaya’s Speech Analytics Today Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Next Unified Desktop Multi-channel Context Driven Enterprise Work Assignment Unified, end to end, multisource, multichannel business intelligence Experience Management AACC Customers Virtualized Environment Avaya Aura Performance Center (future releases) Scale and simplify? On the Horizon 14 AAPC does not replace AACC integrated reporting
- 15. Introducing… After months of collaboration between: • Avaya Contact Center & Unified Communications Experts • Industry analysts & experts • Business Partners • Customers The Avaya Customer Experience Management Guide A comprehensive guide with over 40 articles including: • Industry & trends analysis • Use case scenarios • Customer case studies & testimonials Includes: • Inbound, outbound, multichannel & social media • Collections, sales, customer service & Proactive Contact • On premise, CCAAS, and mobile https://avaya.box.com/s/2cg55ffah7sya46j5x60 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15
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- 22. Sample of Articles in The Avaya Customer Experience Guide What is Customer Lifetime Value (CLV) ? Solving The Challenge of Collecting Payments Benchmarking Your Contact Center Why Multichannel Customer Service is important Bringing Social Media Interactions into the Contact Center Maintaining Excellence in Self Service How Social Media & Mobile Technology impact the Customer Experience Self Service Patient Care? (Really!) What Customers Hate About Contact Centers Case Study: Malaysia Airlines, Palm Coast Data, Hoepers (Brazil) Are Your Agents Following Your Scripts? Avaya - Proprietary. Use pursuant toManage Video Communications? How Will You your signed agreement or Avaya policy. 22
- 23. Applications to Enable the Customer Journey CC Mobile Automated Web Chat Disconnect Leaving Renew Select Retain & Winback Place an Order Maintain Chasing Order Own Buy Breakdown Damage Troubleshoot Upgrade Receipt and Setup Mobile/Web Research Research Interesting! Find Out More! Use Receive Learning to Use Product Social Media Promote Promotion Offer Purchase Feel & Compare Products Proactive Outreach Proactive Outreach Video Advanced Wait Security & Biometrics Treatment Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Making a Payment Onboard Enterprise Automated Chat Call Routing Email, Speech Callback Assist 23
- 24. Voice the Predominant Channel Percent of Respondents 2010 2012 80% 60% 40% 20% 0% Voice (agent) Fax Voice Email (self) Web SMS Chat Video Social Media IM Source: Webtorials Editorial/Analyst Division Considerations: • Which channel is next? Email, Web, Video, SMS, Text? • When does channel escalation – web to voice, web to video, become real in your business? Are there best practices that you can share? • What are the agent implications of expanding channels and how are you dealing with them? What can Avaya do to support you? Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24
- 25. Avaya’s Outbound Offers Proactive Contact Avaya’s premier dedicated outbound dialer PG230 “Hard Dialer” CTI “Soft Dialer” 15th generation application 3 Types of Blending Ability to deliver 1 way OB notifications, with opt-out Stand Alone Proactive Outreach Integration between Proactive Contact & Voice Portal (Dialer & IVR) Two Best in Class solutions Provides “Proactive Outbound Self Service” Dialer places call, passes live connect to IVR Live agent & Outbound Contact Express A turnkey, bundled solution for midmarket (<250 agents) Uses IP Office Switch (no PG230) Includes: Proactive Contact 5.1 Web based agent Scripting Automated Notifications, plus conditional branch scripting Recording Integrated Bundled Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Proactive Outreach Manager (POM) Avaya’s Next Generation Outbound Proactive Contact & Voice Portal on a common server Live agent & multi- channel from a single platform POM 2.5 (Automated Notifications) available today POM 3 (live agent) in December Analytics Unified 25
- 26. Global Requirements Integration Program (GRIP) The Account team submits enhancement request to GRIP portal Complete List of customers affected Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Clear & Complete description of problem customer needs solved 26 26 26
- 27. Proactive Contact 5.0 Feature List Summary Telephony Blend PG230 IP Card Agent Blend Support for AACC Enhanced Cell Phone Detection Simultaneous Agent and Call Blending Productivity Administrative Automatic Record Selection for Job Linking Enhanced SNMP Support Real-Time Record Selection Support Strengthened Password Support Unit Work List Compatibility with Infinite Lists Simultaneous Campaign Alert Multi-Unit Select for Unit Work List Jobs Enhanced Oracle Database Documentation Virtual Job “Opt-Out” - FTC Compliance - SMTP Support Internet Monitor Enhancements Logical Code Isolation Real-time Scheduling Execution Upgrade Simplification Extend Agent Joblist Functionality Miscellaneous Improvements (see detail) Automatic Recalls for Completed Jobs Automated Agent Monitoring Transition Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Hardware and Software Click file below for detail Miscellaneous Improvements (see detail) 27
- 28. Proactive Contact 5.1 Feature List Summary Multi-Tenancy Enhanced IQ Reporting Events 10 Dialers per Pod Out of Area Code Cell Phone Time Support Longer Calling Zone Handling List Names (G1350) Simplified Supervisor Install Oracle 11g Automated Release Agent to Ready for Answer Machines (GRIP 6004) - Released and Generally Available, Feb 2013 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 28
- 29. GRIPS Being Considered* for Next Release of PC • • • • • • • • • • • • • SIP Support (via gateway) Dual NIC Support Windows 8 change VIRT_PORT_TIMEOUT:60 to be VIRT_PORT_TIMEOUT:10 Managed Recall Output IMON raw data NPA/NXX updates to Dialer AUTORELEASE enhancement for NO ANSWER calls Configurable password lockout attempts change the master.cfg parameter of MAXSCRIPTLINES to 6000 Disabling Agent API log and Agent Error log as default Pass ANI for opt out calls to VDN PAB Greeting on return to outbound • • • • • • • • • Virtualized Server (vmware) CIFS RPM Support for file sharing Add hang-up call events to API Support CTI Dialer on System Platform Eliminate error message for screen change Fix Call Termination Term for IQ Contact Details Report Serviceability: Add option to append to API.trans instead of overwrite Removing Users in Hierarchy Manager Enhanced Voice and Answer Machine Detection, by job * NOTE: GRIPS are currently in evaluation phase. None have yet been approved for inclusion in the next release Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 29
- 30. Avaya Outbound Suite – Release Map CY10 CY11 CY12 POM 2.0 CY13 POM 2.5 POM 3.0 CY14 POM X.X POM X.X Next Gen PC 5.0 PC 5.1 PC X.X Legacy OCE 1.0 OCE 1.x Mid-market POM: Proactive Outreach Manager PC: Proactive Contact OCE: Outbound Contact Express Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 30
- 31. FCC Telemarketing Rules (TCPA) Thou shall not harass Thy consumer! On February 15, 2012, the FCC adopted rules to strengthen consumer protections against unwanted telemarketing “Robocalls” to wire-line and wireless phones The latest of the regulations became effective in January 2013, and the last will be effective on Oct. 16th 2013. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31
- 32. FCC Information The FCC Definition of “Robocalls” is listed below, and can be found directly at the following link: http://www.fcc.gov/guides/robocalls “…..unsolicited prerecorded telemarketing calls to landline home telephones, and all autodialed or prerecorded calls to wireless numbers, emergency numbers, and patient rooms at health care facilities. These calls are known as “Robocalls.” For further information directly from the FCC, contact Karen Johnson at 202-418-7706 or karen.johnson@fcc.gov, or visit the web site at www.fcc.gov. Press contact: Janice Wise (202-418-8165; janice.wise@fcc.gov). Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 32 32
- 33. FCC REGULATIONS 1. Requires telemarketers to obtain prior express written consent from them, including by electronic means such as a website form, before placing a robocall to a consumer; 2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer; 3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling; and, 4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
- 34. Avaya’s Response FCC REGULATIONS 1. Requires telemarketers to obtain prior express written consent from them, including by electronic means such as a website form, before placing a robocall to a consumer; 2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer; Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya Response The first and second rule changes are directly related to business practices that must be implemented by the telemarketing organization, and do not relate to the technical capabilities of “RoboCall” equipment. 34
- 35. Avaya’s Response FCC REGULATIONS FCC REGULATIONS Avaya Response 3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling; Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya has made the appropriate changes to supported versions of Proactive Contact so that our customers can meet the third rule change. These changes provide the called party the ability to automatically (without ever speaking with a live agent) opt-out to the company’s DNC list when they receive any automated telemarketing message 35
- 36. Avaya’s Response FCC REGULATIONS FCC REGULATIONS 4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign. Avaya Response Using Proactive Contact’s patented Cruise Control algorithm, customers can choose a specific abandon rate percentage, i.e. 3%, and the system will automatically manage to that setting. Service Level Objective Effects of Cruise Control 110 100 Desired Service Level 90 Manual Adjustments 80 70 Avaya Cruise Control 60 50 8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM Time of Day Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 36
- 37. Effective in October 2013 Effective October 16, 2013, the FCC’s amended TCPA regulations prohibit the use of an ATDS to make telemarketing or advertising calls to cell phones without the call recipient’s “prior express unambiguous written consent.” The consumer’s provision of his/her telephone number will no longer constitute sufficient consent for a business to use an ATDS to call his/her cell phone for solicitation purposes. An ATDS, Automatic Telephone Dialing System, is “equipment which has the capacity: (A) to store or produce telephone numbers to be called, using a random or sequential number generator; and (B) “to dial such numbers.” This regulation is subject to interpretation by businesses and their legal departments. If a company should determine that cell phone numbers may not be called using predictive dialing, Avaya Proactive Contact can be customized in configurations that limit or prohibit either predictive dialing only, or all automated dialing functions. These include Preview (Managed) Dialing and TEST mode. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 37
- 38. Summary Avaya continues to invest R& D dollars in multiple outbound applications This is being done with the objective of helping our customers obtain a holistic, 360 degree view of their customers, converging onto a single IB/OB platform The integrated applications platform of the future is Proactive Outreach Manager (POM) Help us decide what goes into our next releases Take advantage of custom offers and custom development capabilities of Avaya Professional Services We can consult with you on how Avaya’s outbound applications can function in today’s regulatory environment Pick up a copy of the Avaya Customer Experience Management Guide! Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 38
- 39. thank you Avaya Rocks! Thank You Bill Pennabaker billpen@avaya.com +1.425.201.9407 Please Dial Responsibly
Notas do Editor
- Important to highlight the title in this deck - Delivering Tomorrow’s Experience Today. This tag line is based on our ability to deliver:Deliver proven, reliable solutions for today to address current requirementsDeveloping reliable solutions to meet changes in customer requirements and growth in the futureProvenbusiness transformation methodology to help customers get from where they are today to where they want to be in the futureNew StrategyEvolutionary/not disruptive
- Proactive Contact BundleRack mountable PG230 switch based system which includes all hardware components. Configurations are geared toward high volume predictive dialing applications and include the Avaya PG230 switch for connecting to outbound lines and provide dedicated digital switchingProactive Contact with PG230Identical to Proactive Contact Bundle but customers can purchase all non-PG230RM hardware Proactive Contact with CTIA "soft-dialer" using the same robust dialing software as the Proactive Contact Bundle. The key difference is the use of Communication Manager infrastructure to dial and perform call classification. Configurations are geared toward lower volume predictive and preview dialing applications
- The key findings show:1. Twitter and Facebook are driving social media service– 55% have interacted with a company using socialmedia2. Organisations must support wider channel choicefor consumers– 38% use web chat to communication withorganisations – fastest growing channel– 68% would like web-chat offered whilst on the internet3. Video adoption is increasing fast– Video usage at home has increased by 100% in last3 years– 55% would be interested to have their questionsanswered by video-chat4. The omni-channel failure – organisations struggle tolink channels– Only 17% say organisations make it easy to switchbetween different channels5. Customer demand is becoming more complicated…and the need for Networked experts is increasing– 3 in 4 regularly ask to speak to a manager whenphoning an agent– 58% say they get better help from other consumersthan call centre agents■ Make better use of video in the contact centre.■■ Incorporate social media into the contact centre.■■ Make it simple to use devices to access organisations.■■ Find ways of equipping agents with more information,more expertise or perhaps putting the call through tosomewhere else in the organisation.■■ Make it easy to do business.
- Avaya’s unique approach centers on two core principles: Awareness: the Application of All Relevant Context which includes Information, Resources, and Processes, for a Specific Customer, at Any Time Persistent Conversation: Connecting All Interactions with a Customer together as a Seamless Experience.AWARENESSA key enabler of Awareness is Context, which could include information such as: Customer Attributes: for example, Customer Lifetime Value, Open Case/Ticket, Recent Purchase, Propensity to Buy, Propensity to Churn, Retention Offer, Business KPIs, At risk Shopping Cart Contents, Service Contract, Gender, Age Group, Demographic, Communication Device, Income, Last Agent Talked to, Repeat Caller, Customer preferences Resource Attributes (agent, expert, self service, etc): for example, Expertise, Occupancy, Cost, Presence, On-shore, Near-shore, Far-shore, Outsourcing Contract, Quality Scores, Interruptible Work, Business KPIs, Gender, Age Group, First Call Resolution Rate, Shift times, # of current contacts, Multiplicity rules Context Attributes: for example, Time of Day, Day of Week, Exchange Rates, Dow Index, Inventory, Sales Goals, Inflation Rate, Interest Rates, Market Direction, Marketing Campaigns, Customer Sat Scores, Export Targets, Product Announcements, Contact Center Status, Holidays, Crisis ManagementContext could be: Personal (e.g. contact details, last order placed, etc.) and Public (e.g. home town / local information like weather, traffic, etc.), Historical (e.g. account information, yearly spend with the company, etc.) and Real-time (e.g. menu option selected from IVR menu in current transaction, GPS information from smart phone, etc.) Internal to the organisation (e.g. account details in the CRM system) or External (e.g. exchange rates, share price, etc.)Context used during an Interaction could be:Information already stored prior to the interaction. For example, information stored in the CRM and ERP systems like account details, contact details, recent orders, customer value, services purchased, previous contact history, billing information, outstanding balances, etc.Information collected during the course of an interaction. For example, information about the caller, his intent, the treatment that is provided to him, etc. It could be collected by various elements in the interaction path, for instance IVR, Agent Desktop, Recording system, etc. Examples of this data include caller name, caller product, caller segment, propensity to leave, IVR tree path, call reason (as described by an agent), agent evaluation, etc. Information stored following the interaction. For example, information such as contact history, updated personal information, customer satisfaction score, customer feedback, payment information, etc.PERSISTENT CONVERSATION A conversation is any interaction between the customer and organization, regardless of: the media channel used in the interaction whether the interaction was initiated by the organization or the customer whether the interaction was automated or agent assisted A Persistent Conversation is one where all interactions with a customer are connected together for the purpose of trying to: understand the customer and their specific requirements better serve the customer better and continuously improve their experience with the organization A key enabler of Persistent Conversations is Awareness Details on how Persistent Conversations can add value to a customer experience can be highlighted in the following example:A customer has been in contact with an organization multiple times recently regarding a problem they’ve experienced with their billing. If the organization is able to tie together the previous conversations when taking the customer call, they can circumvent a lot of frustration by:Upgrading the relative priority of the call to prevent the customer from unnecessary queuingTrying to route the call to the same agent that dealt with the issue the last time or immediately escalating the conversation to a specialist/ supervisorEnsuring the details of the previous conversations and the actions taken to date are made available to agent so that the customer does not have to cover old ground.Benefits of a Persistent Conversation are:Reduce the overall frustration levels that customers can experience when organizations fail to use information shared with them during previous interactions. Improve proactiveness when dealing with customers by predicting and tailoring services based on previous interactionsImproving agent effectiveness and understanding when dealing with specific customer issues. AWARENESS AND PERSISTENT CONVERSATION TOGETHERAwareness and Persistent Conversation collectively enable the organization to:Predict, Anticipate and Respond to Each Customer’s Individual RequirementsEnsure a Holistic, Personalized , Enduring Customer Experience
- You have a great opportunity for your customersElite 6.2 doubled BHCC, and now adding virtualization to support mid-market and cloud. AACC 6.3:Early, Bugs, SimpleWhether they have Elite, AACC or competitive ACD’sAvaya’s CE Framework Strategy creates opportunity to sell new applicationsUltimately both paths lead to Experience ManagementStay tuned as we expand our mid-market offers with more applications and simplified bundlesApplications likeMulti-Channel for the 60% who change channel regularlyNatural language self-service via voice, web or chatGracefully escalating into enterprise wide experience managementNew Performance Management and Analytics ApplicationsSpeech, Call Flow, Self-Service Agent Interaction AnalyticsBringing forward the “SOUL” of our traditional reporting applicationsAgent Desktop integrations into CRM apps and multi-channelsUltimately both paths lead to Experience Management
- Today voice self service voice, hope it goes through – one way – inbound or outbound – yet no clear connection with the customer on transaction confirmation or proactive push for ongoing communication.Tomorrow 360 degree experience – Experience portal based self service with integrated Proactive Outbound Management or AACC / EMC plus integrated Proactive Outbound Management – Transaction completion message, Status updates, Next step requests via voice, email, text, or smsHow – integrated inbound/outbound multimedia with Proactive Outbound Management integration with Experience Portal, AACC, EMCEasy to create campaign management applications for our Self Service / Proactive Outbound sales teams via Orchestration DesignerDifference – simplified implementation – software based – POM an application on Experience Portal vs. a separate hardware based dialer applicationFuture/Next – Seamless migration of an customers web / mobile based experience to their contact center agent experienceFaster time to find the information they are looking for via the web with the automated interaction with Conversive automated chat – yet with the innate ability for the automated chat to determine when live agent interaction via chat – or even voice will get the customer the information they need – or the information you wan them to have in a faster timeframeFirst “soft transfer” to our existing multichannel solutions – longer term fully integrated mobile / web and contact center integration leveraging Avaya Automated Chat and the Context Store capability within Experience ManagementDifference – Integrated Use cases:Co-pay Medical, 2) Airline 3) Banking Transaction 4) Retail Online Early adoptors – the outsourcers, e.g. Sutherland Group
- Today – most customers using skills based routing – some customers are using business advocate routing on service level agreement, best agent or least occupied agent match – these customer companies taking on the challenge of incorporating business rules context into the decision making process and seeing the benefits.Forward looking companies looking to expand the routing of calls – or other media – in a more integrated way. Pulling in email and web based chat; Expanding to social media; Again this drives business process and organizational change as well as technology leverage – Social Media often managed by marketing, web / mobile based applications managed by other groups within the enterprise ITTherefore adoption of channel integration will differ by both the business need and ability for these groups to see the business value in the contact center as a main focal point for customer interaction and experience managementDifference Avaya approach – making applications – email, social media, web, even video available – yet leveraging the same core routing decision tools to make decisionsUse caseExample: Multi channel email handling – often done by back office workers today – not well integrated to CC experieince – not as measurable - value driven through combining – using spare back office and/or agent time – they are already trained on back office systems – examples from WestJet, Penske as well2) Expanding the set of parameters across the agent, the LOB and the customer that the customer can choose to combine to make decisions on3) Developing high capacity and speed in decision making via the data grid technologies4) Most critical – enabling these new capabilities and decision making technologies to work in conjuction with the way the customer doe business today – so they can be introduced where they will add differentiated business value – and in a way the customer can manage riskDifference – 1 to 1 agent matching, leveraging back office processes adding priority, lifetime value – customer, agent, business need Managing customer lifetime value – not only as a “one and done”, but as it is impacted by the most recent customer experience and/or decision; Focusing on business value improvement, e.g. Net Promoter Score as a key measureAirline, updated every time you fly you have different experiences – satisfaction ratings driven through surveys – they need to be able to differentiate their response to you based on your most recent survey response; Installed BaseElite: Upgrade to 6.2 & Elite Multichannel, AACC: Upgrade to 6.3 add channelsAIC: Upgrade to v7.3, add channelsStart on Experience Mgmt path with ICR - replace Genesys and Cisco ICMGreenfieldElite for voice centric and mid to largeAACC for Multichannel centric & Mid-MktSell ApplicationsAdvanced MultichannelAnalyticsExperience PortalNatural Language
- Today Lots of data – and even information is available in the contact center today, e.g. operational reporting via CMS, WFO including Avaya Call recording. Although customers have a lot of information, they are not making optimal use of it.Customers are now looking for ways to leverage these many information sources to provide actionable insight.Example – in talking to a customer recently, their CEO was asking about abandon rates - what he was really asking about is how many customers are leaving the customer service experience – and what he really wanted to know was WHY they were leavingNext– we need to bring data up a level to ensure customers can get to this next level of understanding … “the WHY” things are happening so they can enact the right new processes and/or change existing processes to ensure they can get a better business result. Examples of this better level of understanding can be delivered through two new Avaya offers: Speech and Contact Flow AnalyticsSpeech Analytics: “Search” vs. “Listen“ to 100% of calls – find the 10% that give you the information you are looking for and Listen to 100% of thoseContact Flow Analytics: Visually see the most used and least used paths in the contact center flows – which choices customers are making, where they are leavingContact Flow Analytics: Understanding how contacts / calls flow through the contact center – which paths customers are most likely to take and which ones they don’t; Where they abandon in the call flow; Where they press “0” maybe because they are confused; Understand what choices customers are making and what they don’t like, where you are keeping them, where you are losing them Differentiation in Avaya Speech Analytics – simple query “google like” with drill through, so a business person vs. a technical IT analyst can research directly, e.g. the person that understands the business best is now able to do the queries and gain the actionable business insight.On the Horizon – Continue to improve the speed at which you can get to that information – performance and power accuracy leveraging same data grid technology we will leverage for real time and historical reporting (performance center/data grid).Increaseddata sources you can pull from – add from call reporting to other sources.
- Application of All Relevant Information, Resources, and Processes, for a Specific Customer, at Any TimePredict, Anticipate and Respond to Each Customer’s Individual RequirementsEnsure a Holistic, Personalized , Enduring Customer ExperienceMay want to bring up use of both private and public data about customers (i.e. home town information like weather, traffic, sports scores, home value)Abstract Context DataThe Key/Value pair structure allows applications to decide what information to store for each callMultiple Key/Value pairs can be stored for each callInformation can be added or deleted at any timeInteraction ContextContext collected during the course of an interaction. Context includes information about the caller, his intent, the treatment that is provided to him, etc. Interaction Context is collected by various elements in the interaction path, for instance IVR, Agent Desktop, Recording system, etc. Examples of this data include caller name, caller product, caller segment, propensity to leave, IVR tree path, call reason (as described by an agent), agent evaluation, etc. Primarily customers want to have the ability of providing rich interaction handling by keeping an unified context for the duration of the interaction (solving the old I-already-told-you-what-I-want issue)Optionally they also want to be able to use context collected during the interaction for detailed reporting and analysis both in real time and laterIC - Interaction Controller (***THIS IS NOT AIC*** ;-)Any system that has control of the interaction at any given moment. For Workflows 1.0 the standard Interaction Controller will be AAEP/ICR. An Interaction Controller knows when an interaction started, paused waiting for a resource on another Interaction Controller, was cancelled/abandoned and when it was delivered to another Interaction Controller. It also typically collects Interaction Context from the caller as well as consulting legacy systems that might have information about him (such as CRM, Billing, etc.). The typical interaction in the CC Portfolio for Avaya is a voice call. Other interaction types are mail, IM, social network messages, etc.RM - Resource ManagerAny system that has knowledge on resources that can handle an interaction. This status includes characteristics, availability, location, etc. Resource Managers are also Interaction Controllers in the sense that they have the control of the interaction while the caller is interacting with a certain resources. Examples of Resource Managers are CM - Communication Manager and AACC – Avaya Aura Contact Center. Other potential Resource Managers are IM systems, Service Order management systems, etc.On a Workflows Solution environment, the Resource Manager is the master
- Tie it back to assisted/automated service journeyCustomer Experience Management (CEM) is the discipline of managing and treating customer relationships as assets, with the goal of moving satisfied customers to loyal customers, and loyal customers to advocates of your brand. In doing so, CEM looks to improve customer lifetime value (CLV) by optimizing each interaction and conversation, creating an engaged customer relationship which drives repeat purchases, retained customers, customer referrals, price premiums and reduced support costs. Organizations invest in improving the customer experience to drive customer lifetime value (CLV)CLV is a function of 4 important elements;Yearly spend Initial cost of acquisitionYearly cost of retentionYearly cost of supportRetention rate/average length of customer relationshipFor the organization focused on improving CLV, it’s about improving the 4 revenue/cost levers above, AND extending the average length of the customer relationship/improving retention. So, how does an organization link what it does every day, every interaction it has with a customer to the 4 CLV levers? Through strategic, operational & technical KPI’s. We have created a CLV framework that links strategic, operational and technical KPI’s together, and illustrates their relationship and impact on the 4 CLV levers, which in turn impact CLV itself. Additionally, we have linked our solutions to each of the operational KPI’s, so that we can help the customer draw a line to how our solution is used daily, and what that means in terms of improving the customer experience, and the indicators that support Revenue & Cost, rolling up to CLV.CEM is about optimizing the interactions, conversations and engagement that occurs throughout the customer journey between and organization and its customers, suppliers and partners, and the cumulative affect optimized interactions have on driving top line growth and bottom-line improvement. Customer service is an enterprise business process that occurs in the “OWN” phase of the customer journey and is delivered in large part by the Contact Center. >2/3 of the customer journey is spent in the “own” cycle of the journey, where a customer has received the product or service, utilize it, maintain it, and renew and ultimately refer. These phases of the journey and the interactions that occur here are absolutely critical in the customer’s overall perception of the brand, and their willingness to repurchase, refer and remain retained. Increasing CLV and the measures that reflect top line growth and bottom line improvement are driven in fact by many operational metrics and measures that are used to measure and manage interactions on a daily basis. The cumulative effect of these interactions and the measures that support them roll up to impact top line growth as illustrated via CLV. Optimizing these daily interactions are a key ingredient in growing CLV. ----------------------Customers have needs and what they do to satisfy those needs is their Journey. Successful organizations recognize this and aim to identify where in this Journey the organization can influence the outcome in their favor. 2/3 of the Customer Journey is spent in the “OWN” phase of the relationship. The “OWN” phase includes all of the needs a customer has after they have acquired the product or service, and now begin the process of receiving it, using it, sustaining it, renewing it and referring it to other potential customers. The “OWN” phase plays a critical role in nurturing customers. The Contact Center plays a critical role in this nurturing process which if successful, ultimately leads to a customer who will remain retained, refer, and repurchase. From a financial perspective, the organizational goal relative to the customer journey is to move customers through the journey as effectively and efficiently as possible. This is measured in different ways. At a high level, organizations invest in CE to improve CLV and customer profitability. What can the organization do today to improve it’s financials, and through this, increase CLV and customer profitability over time? We have created a value framework that allows organizations who play a key role in both the acquisition and own phase of the customer journey to quantify the impact they have on CLV, and link every day operational metrics to top and bottom line financials results. 2 key questions I want to leave you with as we step through this….Where should an organization focus its CE investments, and how do you prioritize them? How do link incremental improvements and operational metrics to CLV?MOVE TO NEXT SLIDE…………….