![Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
Recomendados
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (8)
Destaque
Destaque (13)
Semelhante a Providing a Unique Customer Experience via a Multi-Channel Contact Center
Semelhante a Providing a Unique Customer Experience via a Multi-Channel Contact Center (20)
Último
Último (20)
Providing a Unique Customer Experience via a Multi-Channel Contact Center
- 1. Providing a Unique Customer Experience via a Multi-Channel Contact Center
- 3. Effective customer support reaches customers anywhere over any device
- 6. Customer expectations continue to evolve Last 5 years Current Next 5 years
- 19. Thank you Elizabeth Herrell 617-613-6000 [email_address] www.forrester.com
- 20. Contact Center Innovations Drive Better Customer Experience
- 22. Paradigm Shift: Towards Proactive Communications Reactive Communications Proactive Communications “ Interactive multichannel communications provide several benefits… to build strong customer relationships while also reducing costs.” Source: “Proactive Outbound Notification Saves Money”, Forrester Research, January 2009
- 25. Consumer Communications Preferences Vary: A Multi-channel Strategy is Required
- 26. Paradigm Shift: Towards Mobile Communications 50 100 150 Text Messages (billions per month) ‘ 00 100 200 300 Telephones (millions) ‘ 01 ‘ 02 ‘ 03 ‘ 04 ‘ 05 ‘ 06 ‘ 07 ‘ 08 ‘ 09 Source: CTIA and FCC Landline Numbers Mobile Numbers Text Messages
- 32. Contact Center Innovations Drive Better Customer Experience
- 35. Retail Example: Agent Support Dialog Engine Customer Agent Text Portal A printed marketing piece says , “Sign up for our Loyalty program! Text LOYALTY to 77053” LOYALTY ALERT ORDER Welcome to Loyalty Rewards Plus. To check your balance at any time reply BALANCE. To sign up for new product alerts reply ALERT New product is available next Friday. 20% off for early orders. For more info reply MORE. To order now reply ORDER. To opt out reply STOP. Thanks for ordering New Product. To complete your order we need …”
- 39. Summary
Notas do Editor
- Nothing here to support TriZetto value. See email on cost.
- This presentation provides an overview of several paradigm shifts that have placed the Proactive Customer Communications market in the spotlight. With this view as a backdrop, we will provide company background on SoundBite, our product and solution offerings, and the value we bring our clients.
- Historically, many organizations have been reactive in their approach to customer communications. They wait for problems to arise before they contact a customer – or even worse, they wait for the customer to contact them. This approach has led to huge, costly call centers and inevitably to troubled customer relationships. Today, leading organizations are driving a fundamental shift towards proactive customer communications - specifically finding ways to initiate communications with their valued customers on an ongoing basis. As the quote from Forrester Research shows – organizations that have taken the initiative to establish and implement proactive customer communications strategies have found the reward of deeper customer relationships and the added benefit of lower customer support costs.
- SoundBite is a leader in the proactive customer communications market. We provide a Software as a Service offering that enables our clients to design, execute, measure and optimize proactive customer communications. We deliver solutions to our 200+ clients, of which approximately 50 are Fortune 500 B2C (business to consumer companies), that enable them to communicate across their customers lifecycle – from marketing to customer care to payments, collections and risk management. These solutions drive the more than 2 billion voice, text and email messages our platform sends annually. Finally, SoundBite is publicly traded on the NASDAQ and our most recent publicly reported year we had ~ $40M in annual revenue. We have a solid balance sheet…a lot of staying power.
- SoundBite market leading proactive customer communications offering has attracted more than 200 clients, including approximately 50 Fortune 500 companies. Our client list includes: 7 of the top 10 global issuing banks ( Nilson report #933: “Top Credit Card Portfolios Worldwide”) 7 of the top 10 US telecom and media companies 5 of the top 20 US retailers , per Fortune 500. 12 of the top 20 US utility providers (utility size by “End points”) ~ 90 collections agencies and/or debt buyers (n=88 in 2009)
- A second major paradigm shift affecting customer communications is the consumers’ growing preference for mobile communications. In 2004 the quantity of mobile phones in the United States surpassed the quantity of landlines. Since that time landlines have continued to decline and mobile accounts have grown. Today there are almost twice as many mobile phones in America as there are landlines. For the vast majority of consumers, the probability of reaching them via a voice call on their mobile phone is much higher than reaching them on their landline. Over the past few years, text messaging has burst onto the scene as the preferred communication of a large and growing number of consumers. Today more than 50,000 text messages are sent on the US every second. The message here is simple, to have the best chance to break through to today’s consumer is via the mobile voice and text messaging channel.
- T oday’s consumers are bombarded with a variety of business and personal communications, especially across the email and direct mail channels. This presents huge challenges to organizations who must “break through the noise” to communicate with their customers to achieve a desired result. As leaders in the proactive communications market, we have seen that the secret to success is simple. Communications must be proactive and … Relevant – the communication must involve a topic in which the consumer is interested Personal – the communication must include information specific to the consumer, whether it be a name, information about their account etc. Timely – the communication must be delivered at the appropriate time Engaging – the communication must invite interactivity and create a platform for an ongoing dialog. And for communications to be relevant, personal, timely and engaging – they must be delivered on the consumers’ preferred communication channel in the given circumstance. And the most astute organizations understand that these preferences for a given consumer will evolve over time – and they will be different from situation to situation – for example how I want to be communicated with for a marketing offer vs. a reminder of an overdue payment vs. a notification of a potentially fraudulent event on my credit card will be different. Net-net, doing proactive customer communications successfully is hard – and this is where SoundBite can help your organization excel.
- In a recent customer campaign, SoundBite delivered service reminders and asked customers what channel they preferred to be communicated with in the future. Results varied proving that organizations must adopt a Multi-Channel strategy to improve customer satisfaction and loyalty.
- Multi-channel rules engine to automate conversations Automated dialogs initiated from inbound or outbound messages Follows set of pre-defined responses Personalizes interactions using client and customer data Automates conversation with keyword search, DTMF or speech recognition
- SoundBite’s Contact Center Text Messaging Solution empowers organizations to communicate with consumers using text messaging and further expands the multi-channel experience in the Contact Center.
- SoundBite Company Confidential
- Key message: Balance Contact Center Efficiency with Great Customer Experiences We understand that your customers have come to expect superior customer service with every interaction. Providing your customers with fast and efficient service is a key driver of customer satisfaction and is critical to delivering a positive customer experience. SoundBite CTI Connect bridges an organization’s contact center infrastructure to the SoundBite Engage™ Platform enabling a high-quality customer service experience while reducing operational costs. SoundBite CTI Connect Solutions SoundBite provides multiple options to best fit the technology needs and environment of the contact center including pre-route, post-route, and VoiceXML integrations. In addition to the web-based CTI Connect API, SoundBite offers a variety of ready-built software plug-ins and professional services to speed the integration between SoundBite and leading telephony and IVR systems such as Avaya, Cisco ICM, and Genesys. Reduce customer hold time and disconnects Eliminate customer call backs with first-call resolution Prepare agents with key caller information at call arrival Reduce customer frustration