Unified Desktop by Microsoft CCA

‫פותחים שולחן (עבודה)‬
‫בעידן הרב ערוצי‬

‫‪Kobi Magnezi‬‬
‫‪CTO, Financial & Technology‬‬
‫‪Matrix‬‬

‫©כל הזכויות שמורות‬

‫והָָארץ, הי ְתָ ה ת ֹהּו וָב ֹהּו,‬
‫ָ‬ ‫ְ ֶ‬
‫וְח ֹשְֶך, עַל-פנֵי תְ הֹום‬
‫ְ‬


‫וַי ֹאמֶ ר, יְהִי אֹור; ויְהִי-‬
‫ַ‬
‫אֹור‬


‫וי ַרא אֶת-הָאֹור, כִי-טֹוב;‬ ‫ַ ְ‬
‫ויַבְדֵ ל, בֵין הָאֹור ּובֵין‬‫ַ‬
‫הַחֹשְֶך‬


CCF + Microsoft CRM
CCF integrates Sales and customer
service features:
Order
Invoice
Account
Contact
Contract
Case
KB Manager Products,
Leads
opportunity management
customer history,
automated incident management,
knowledge base
Microsoft CRM also includes reporting
tools for accurate forecasting and
measurement of business activity and
employee performance


‫הגיע הזמן לשים את‬
‫הדברים על השולחן...‬


?‫מה השתנה השולחן הזה‬

Consumers Evolution

Enhanced Number of
business channels
competition increased

Number of Business
systems increased


Who’s and Who’s

Unified
Desktop Smart
Portal
Desktop

Performance
Support Beautification


Rep
Based
Channels

Unified Direct
Desktop Channels
Technology

Social
Channels


Fragmented technology
and high training costs can
negatively impact your
bottom line


Unified Desktop:
Connecting the dots


What is Unified Desktop
for the agent?

The agent’s
universal remote


Unified Desktop Reduce
Average Handling Time
30s 2m 1m 30s

Agent
Customer Unified Agent Agent
takes call
bounce desktop resolves resolves
for broken
out of IVR navigation issue issue
cell phone

Dynamic navigation and
automation Call wrap-up
Consolidated Real-time
information speeds Minimal training recommendations Minimize
call kickoff redundant data
In-context information access


‫!‪Features‬‬


Main features
Desktop feature Contact Center Efficiency Customer Experience
Impact
Holistic Customer View Higher success rate in Added value experience
up/cross sell
Multi customer / session Handle more inquiries Better service in less
support waiting time
Simultaneously access to Increase ability to Better Service
Knowledge Base customer inquiries
Tabbed Session Windows Quicker access to customer Less time waiting for
/ business information feedback
Automation Less time spend on data Less time waiting for
entering and application feedback
switching


Everyone wins!
Agents
– Saves time logging in and out of apps
– Real time metrics and call status
– Workflows among apps
– Provides contextual information to resolve queries
IT team
– Lower training and maintenance costs
– Quicker deployment of new positions and apps
– Provide better support for different types of agent
Customer
– Consistent service quality across all media channels
– No need to repeat the story over again
– Improved first contact resolution
– Acceptable handle time


‫על שלושה דברים השולחן עומד...‬
‫מבט מקרוב ‪CCA‬‬


‫‪Quick History‬‬


Demo

Don’t hold your
breath anymore!
Let’s open CCA


Integrated Agent Desktop

Enable user-interface integration


Session Management

Handle multiple customer sessions across multiple channels

interactions


UI Automation - Improved Customer
Experience
Delight customers with fast and accurate service


Auditing & Reporting

Audit and report on customer care activities


Centralized Management

Centrally manage and configure applications


Demo

Hosting new
application and
developing work
flows


Gazing ahead

CCA is ready for the
cloud: UD+S
(derived from S+S)


Case study

Integrating
SharePoint based
Knowledge
Management to
enrich the agent-
customer interaction


Unified Desktop by Microsoft CCA

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