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Orange Business Serviceshelping companies build a new customer care experience
Flexible Contact Center announcementThursday, October 18
what is driving customer care today?Vivek Badrinath, CEO, Orange Business Services
a rapidly changing global customer service environmentKeith Dawson, Ovum Principal Analyst, Customer Experience & Interaction
providing the new customer experience globallyBéatrice Felder, Vice President, Customer Contact Solutions, Orange Business Services
introducing Flexible Contact CenterBéatrice Felder, Vice President, Customer Contact Solutions, Orange Business Services
Q&A closing
1
23
agenda
4
5
what is driving customer care today?
4 Flexible Contact Center announcement
companies’ reputations and sales depend on customer satisfaction
92% of consumers form an opinion about a company’s image through their interaction with the contact center
73% of millennial (Gen Y) will leave after one bad
experience, and 85% will tell others about their poor experiences
80% of companies believe they deliver a superior
customer experience; only 8% of their customers agree
source: Benchmark Research, Convergys, Customer Focus Inc.
5 Flexible Contact Center announcement
customer care lies at the heart of Orange Business Services’ strategy
communication
enabledapplications
secured infrastructure
mobile workspace
seamless collaboration
360°customer
relationship
infrastructure management and control
6 Flexible Contact Center announcement
customer care lies at the heart of Orange Business Services’ strategy
communication
enabledapplications
secured infrastructure
mobile workspace
seamless collaboration
360°customer
relationship
infrastructure management and control
more than double
international revenues 2012-
2015 on contact center
business
more than double
international revenues 2012-
2015 on contact center
business
7 Flexible Contact Center announcement
consumers trends are changing: consumers are still using voice but new media are rising
South Americasmartphone penetration: 13% in Brazil (25 M)
North Americasmartphone penetration: 37% in the US (110 million)
Asia-Pacificsmartphone penetration: 5% in China (70 M), 3 % in India (28 M)
Europesmartphone penetration: 36 % in the UK (22 M)
new users expectatio
nsincluding
Gen Y, Gen X, older
- social networking and viral information
- proactive and non-intrusive care, instant gratification
- personalized and multi-channel experience through new medias and devices
- empowerment (self-service)
- social networking and viral information
- proactive and non-intrusive care, instant gratification
- personalized and multi-channel experience through new medias and devices
- empowerment (self-service)
new waves
on the connected
devices market
Sources: Informa Telecoms and Media 2011, Cisco VNI Mobile2012
global mobile data trafic: +78 % CAGR 2011-2016global mobile data trafic: +78 % CAGR 2011-2016
8 Flexible Contact Center announcement
consumers habits vary depending on regional specifics
Half of Germans still consider a visit to a physical location a viable option for customer service.
Americans and Germans use home phone lines primarily when calling customer service, in China, mobile phones have already overtaken home lines.
Brazilians prefer DTMF for automated self-service than speech recognition.
Chinese and Brazilians are far more likely to use social media for customer support than Americans or Germans.
9 Flexible Contact Center announcement
companies are facing a difficult economic and political environment
they need to adapt by:
limiting investments: looking for Opex solution
gaining agility to expand fast with limited risk
differentiating through service
empowering customer care agents
“internationalizing” their business and getting new opportunities
between 2011 and 2016,
cloud-based contact centers
will drive growth by 15%
between 2011 and 2016,
cloud-based contact centers
will drive growth by 15%
Source: OVUM 2011Source: OVUM 2011
10 Flexible Contact Center announcement
at the crossroads of customers’ and companies’ requirements, Orange Business Services launches Flexible Contact Center
take advantage of new customer trends, offering the right channel at the right time
set up international customer care strategy adapting to regional/local differences
expand globally without investments – cloud-based
11 Flexible Contact Center announcement
a rapidly changing global customer service environment – by ovum
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.12
The majority of consumers use at least 3 channels to engage with customer service
25% of consumers use
1 or 2 channels
52% of consumers use
3 or 4 channels
22% of consumers use
5 or more channels
3 channels 4 channels 5 or more channels1 channel 2 channels
N=8,000
74% use at least 3 channels
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.13
The majority of customer service calls will be made from a mobile device, PC or tablet by 2016
INBOUND customer service & tech support calls per year in UK, France, Germany
3 out of every 5 calls will be made from a mobile device, PC or tablet by 2016
2 out of every 5 calls will be made from a smartphone, PC or tablet by 2016
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.14
Advent of social media as a viable customer service channel
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.15
Early Cloud
Adoption
1990s-2000s
Recent Cloud
Adoption
2010s-2020s
High-value apps move to the cloud
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.16
Trends and implications
Increasing use of new and more channels creates greater complexity…
The use of social media is on the rise across marketing, sales and customer service…
Smart device is quickly becoming the critical chokepoint for communication between the customer and the enterprise…
Call volumes are expected to slow beginning in 2016…
Cloud is rising as a deployment mode in the face of uncertain technology options…
The overall volume of transactions across channels will increase
Social media introduces a slew of new customer data (relationships, networks, interactions, “likes”, recommends)
Smart device capabilities are under-utilized. Smart, connected interactions will become a hot area for activity moving forward
Call length and call complexity will increase as CSR becomes last resort
Service organizations will look for solutions that are easy, scalable and technologically flexible
17 Flexible Contact Center announcement
Orange Business Services:providing the new customer experience globally
18 Flexible Contact Center announcement
interactions are changing: multichannel is a reality, voice is still highly critical
expectations of end users contact how and when they want
to consistent experience across
channels
trends and figuresnew challenge for
companies
to offer the right contact to the
right customer at the right time
at the best cost by:
staffing and managing new channels appropriately
increasing customer satisfaction of lower cost channels
taking into account the rise of social media
creating human relationship with new solution
to offer the right contact to the
right customer at the right time
at the best cost by:
staffing and managing new channels appropriately
increasing customer satisfaction of lower cost channels
taking into account the rise of social media
creating human relationship with new solution
source: Yankee Group, 2011, McKinsey
19 Flexible Contact Center announcement
as an integrator and operator, we support companies to provide the best experience to their customers internationally
+
Con
sult
ing
Serv
ices 1
2
3
NetworkNetwork
Cloud Contact SolutionsCloud Contact Solutions
Tailor made Contact CenterTailor made Contact Center
call collection in 220 countries, routing and delivery call collection in 220 countries, routing and delivery
Managed Contact Center Premium - MCCPdesign, build & runmore than 90,000 positions, on-premises or hosted
Managed Contact Center Premium - MCCPdesign, build & runmore than 90,000 positions, on-premises or hosted
Network Interactive Voice Response
(Self service)
Network Interactive Voice Response
(Self service)
Flexible Contact Center: our new solution
Flexible Contact Center: our new solution
20 Flexible Contact Center announcement
as an integrator and operator, we support companies to provide the best experience to their customers internationally
+
Con
sult
ing
Serv
ices 1
2
3
NetworkNetwork
Cloud Contact SolutionsCloud Contact Solutions
Tailor made Contact CenterTailor made Contact Center
Flexible Contact Center: our new solution
Flexible Contact Center: our new solution
21 Flexible Contact Center announcement
presentation title
our global network and services are recognized as market-leading
Global Network Service ProvidersCommunications Outsourcing and Professional Services
China Enterprise Networking & Communications Award (CENA) - 2012China Cloud Computing Award (CCCA) - 2012Cisco Award for the Best European Partner for Contact Centers 2011Genesys awards for the Best Partner France – 2010 and 2011
recent industry recognition
22 Flexible Contact Center announcement
customer win story: 360Buy
23 Flexible Contact Center announcement
360Buy: supporting the expansion of the largest online retailer in China, with managed contact center
51 million registered users and 8,000 suppliers in China
more than 400,000 orders per day3
60
Bu
y3
60
Bu
y
challe
ng
es
challe
ng
es
ou
r an
swer
ou
r an
swer
resu
lts
resu
lts
- manage the bottleneck caused by increasing volume of calls
- customer’s requirement for multimedia channels
- reduce wait time and increase the first call resolution ratequick results and long-term benefits
- 1,000 agents put into the production system in just one month
- successful processing of 150,000 calls in one day on 360buy’s anniversary date
- improved call waiting time, reduced abandon rate
improved first call resolution rate
the country’s largest B2C software-based e-commerce call center
- 5,000 position multimedia contact center solution (voice, multimedia channel and text-to-speech )
- potentially the largest software-based contact center in the world: designed to support more than 20,000 agents
24 Flexible Contact Center announcement
introducing Flexible Contact Centerthe cloud-based experience for customer contact
25 Flexible Contact Center announcement
a few words about Flexible Contact Center
overview cloud-based multichannel contact center solution
hosted and operated by Orange Business Services
provides agents’ tools in a flexible workspace
1
2 benefits quick rollout, new positions easily deployed
pay as you grow
no hardware on site
easy-to-deploy new capabilities
25
26 Flexible Contact Center announcement
key differentiators: a flexible workspace designed by Orange and an easy CRM integration
27 Flexible Contact Center announcement
key differentiators: a flexible workspace designed by Orange and an easy CRM integration
2. enter the url and parameters
3. click on OK and it’s done!
only 3 clicks and the CRM application is integrated!
easy CRM application
1. drag and drop My CRM widget
28 Flexible Contact Center announcement
Flexible Contact Center demo
29 Flexible Contact Center announcement
take away messages
customer
care
it is critical,
and dynamic
customer
care
it is critical,
and dynamic
comprehensive
portfolio and
international
footprint Orange is
well positioned to help
companies implement
successful contact
center strategy
comprehensive
portfolio and
international
footprint Orange is
well positioned to help
companies implement
successful contact
center strategy
Flexible Contact Center
with this solution
companies take
advantage of both
cloud computing and
rising customer trends
Flexible Contact Center
with this solution
companies take
advantage of both
cloud computing and
rising customer trends
30 Flexible Contact Center announcement
thank you