| Date post: | 14-Jan-2017 |
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Business |
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Brand Embassy partners up with Avayato deliver truly omnichannel experiencein customer service
Vit Horky, Co-founder & CEO +1-415-936-7979, [email protected] 6, 2016www.brandembassy.com, Brand Embassy Inc.
Digital enterprise driving SHIFTin Interactions FROM VOICE to digital
10 years ago there was no web chat, smart phone apps, social media, and very little email. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year’s time.
Telephone
IVR touchtone
IVR speech
Web Chat
Social Media (Facebook/Twitter)
Smartphone App
SMS Text/Instant Messaging
Video Chat
Internet Website (peer-to-peer systems)
2015
2013
2006
*Copyright © 2015 Dimension Data
Voice shift toDigital Interactions
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
Voice / IVR
Results
Aim to drive Customer to Agent with
Appropriate Skillset
Customer Proactively encouraged to Self
Serve in busy periods
May arrive at least skilled agent in Busy Periods to meet SLA
VOICE BASED ROUTING
Routing Based on CLI,DNIS, CED (“Customer Entered Digits”) and Business Rules
Service Level (SLA)
CRM Lookup
IVR (Automated)
Skills Based Routing to Agent
The Traditional Approach
Routing Decision
MULTICHANNEL BASED ROUTING
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
Results
No Single View of Agent Status
No “Channel Hopping”
Complex/Multiple Sets of Business & Routing Rules
Potentially Drive Multiple Simultaneous Contacts to
Agent
Potential Agent Overload
SLA Mismatch
Routing Independent of Contact Channel
Service Level (SLA)
CRM Lookup
IVR (Automated)
Routing Decision
Service Level (SLA)
CRM Lookup
Routing Decision
Time of Day
Service Level (SLA)
CRM Lookup
Routing Decision
Time of Day
Service Level (SLA)
CRM Lookup
Routing Decision
Time of Day
Service Level (SLA)
CRM Lookup
Routing Decision
Time of Day
Service Level (SLA)
CRM Lookup
Routing Decision
Time of Day
Blended D
elivery to Agent P
oolAGENTMATCH
Web / Web RTC
Voice / IVR
Mobile / SMS
Social
Video
Results
Higher customer satisfaction
More efficient employees
Acceleratedresponse
Omni Channel Experience
OMNICHANNEL IS MULTICHANNEL DONE RIGHT!
Contextually Aware Omni Channel Contact TreatmentChat
Truly omnichannel experience in customer service
&
Enterprise clients across 30+ countries with 200%+ YOY Revenue growth
The Top Rated Social Customer Service Platform (according to TrustRadius, 9/2016, compared to Oracle, Salesforce, Sprinklr, Lithium and others)
Recognized by: Backed by global VCs and angel investors:
Terrence Valeski, Brand Embassy Board Member, former T-Mobile Vice Chairman
Our Story * 2011
Our Story * 2012
Our Story * 2012-2014
Our Story * 2014-2015
Our Story * 2014-2015
Our Story * 2016
Our Story * FUTURE
Matchmaking Pro-active sales / care Bots and automation
Video chat and augmented realityInternet of ThingsSelf-diagnostics
1. Unify all your digital channels
Use blended agents for digital care in off peak time for and reduce your costs
2. Make the perfect match
Client sends request
Request gets ticketed in Brand Embassy
Intelligent routing automatically picks the best agent to help the customer
Agent checks customer profile
Customer receives fast, personalized service
Language
Source of originPostinfluence
Relationshiprouting
Topic
3. Make genuine human connections
Internal notes
Influencer status
Profile picture
Contact history
Custom fields
Sentiment
4. Prove the ROI of digital customer service
Case Study: T-Mobile Resolves 69% More Customer Requests on Social Media Than By Telephone
T-Mobile increased 69% in resolution efficiency from phone to social care
0% social customer service agent attrition over 4 years
Connected channels:
69%
200% increase in customer engagement with no additional resources
200%
Download at: http://www.brandembassy.com/resources
Vit Horky, Co-founder & CEO +1-415-936-7979, [email protected]
Brand Embassy Inc. 620 Folsom Street
San Francisco, CA 94107United States
