Date post: | 13-Sep-2014 |
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Avaya Contact Center Update
December, 2013
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Agenda
Key Trends
Customer Experience Management
How to get there
What’s next
Practical Roadmap
Summary
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Avaya Contact Center Solutions
Customer Service Trends
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Trends 2013 / 2014
2013
Rich media / consistent
service across channels
Mobile
Social Media
Personalization
Proactive Outreach
Analytics/Big Data
2014
Voice of the Customer
Knowledge
Management/Context
Mobile
Social Media / Video / Collab.
Cloud
Analytics/Big Data
GamificationNemertes, Forrester, Avaya, BT
Voicetrust, Avaya, InContact, Vivint, Aptean, Logmein
© 2011 Avaya Inc. All rights reserved. 5
Customer Experience Management
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Why Customer Experience?
9 of 10 consumers want support while online
BUY MORE from companies that make it
easy to do business
Millennials will stop doing business with a
company after one bad experience
say they constantly change how they deal
with organizations
% using channel to communicate with organizations
WEB CHATINTERNET
SELF-SERVICE
PHONE
TWITTER, FACEBOOK
STORE
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$243Companies that prioritize
the Customer Experience generate
60% higher profits than their competitors
A 5% increase in customer retention
can increase profits by 25%-
125%
Repeat customers spend 33% more than
new customers
62% of Senior Executives have their compensation tied to
Loyalty Scores
On average, companies churn
50% of their customers every 5
years
68% of customers leave because of the treatment they have
received from customer service
Many companies lose 20% of more of
their customers within the first 12 months of getting
them
A 2% increase in customer retention has the same effect as decreasing costs by 10%
“Our primary focus is on strengthening the customer experience in order to raise customer retention. To us, a 1% increase in retention equates to $700M.
Alicia Boler-Davis,VP Global Quality & Customer Experience
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The Upside of Getting it Right: Better Experiences Can Drive Revenue
Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012”
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CXi Leaders 22.5%
S&P 500 Index,-1.3
CXi Laggards-46.3%
-50%
-40%
-30%
-20%
-10%
0%
10%
20%
30%
Cu
mu
lati
ve
to
tal
retu
rn
The Upside of Getting it Right: Better Experiences Drive Better Returns
Source: Forrester and Watermark Consulting
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Buy OwnSelect
Purchase
ResearchReceive
Onboard
Use
Maintain
Promote
Renew
Interesting! Find Out More!
Place anOrder
Receipt and Setup
ChasingOrder
Learning to Use Product
Making aPayment
TroubleshootUpgrade
DisconnectLeaving
Retain & Winback
Promotion Offer
Feel & CompareProducts
Mobile/Web Research
The 360 degree Customer Journey
BreakdownDamage
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Buy OwnSelect
Purchase
ResearchReceive
Onboard
Use
Maintain
Promote
Renew
Interesting! Find Out More!
Place anOrder
Receipt and Setup
ChasingOrder
Learning to Use Product
Making aPayment
TroubleshootUpgrade
DisconnectLeaving
Retain & Winback
Promotion Offer
Feel & CompareProducts
Mobile/Web Research
Driving Lifetime Value Enhancing Interactions
Enabling the 360 degree Customer Journey
Advanced Wait Treatment
Advanced Wait Treatment
Callback Assist
Callback Assist
Enterprise Call RoutingEnterprise
Call RoutingAutomated Chat Email, Speech
Automated Chat Email, Speech
CC MobileCC Mobile
VideoVideoSocial MediaSocial Media Security & BiometricsSecurity & Biometrics
BreakdownDamage
ProactiveOutreachProactiveOutreach
Automated Web ChatAutomated Web Chat
ProactiveOutreachProactiveOutreach
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Customer Lifetime Value
Customer Lifetime Value is a prediction of the net profit attributed to the entire future relationship of an Enterprise with a customer
– Typical Metrics include– Net Promoter Score (NPS)
– Willingness to Recommend
Customer Lifetime Value is positively correlated with Customer Experience
Customer Experience is delivered primarily in infrequent interactions between Customers and Enterprises
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Customer Lifetime Value FrameworkOperational KPI Improvements can Drive Successful Top Line Results
Income Statement
Customer Lifetime Value & Customer Profitability
Revenue
Cost
Retention
Loyalty
Advocacy
Acquisition
Support
Retention Rate
Avg. Support Cost
Margin per sale
Wallet Share
Referral Rate
First Contact Resolution
Customer Effort Score
Cost per Resolution
Channel Mix
Total Yearly Spend
Portfolio %
Net Promoter Score
Referral Rate
Overall Support Cost
Acquisition Cost
Average Handle Time
Transfer Rate
Cost per Campaign
Cost per Acquisition
Strategic ObjectivesStrategic KPI’s
Operational KPI’s
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“How much effort did you personally have to put forth to handle your
request?”
Focussing on the customerCustomer Effort Score
NPS : Net Promoter ScoreA great overall relationship level metric; price, product, customer service
CSAT : How someone feels about a specific interaction
CES : A strong predictor of loyalty
NPS and CSAT are not enough
Industry Trends - focusing on customer loyalty
*Source: Harvard Business Review, March 2012
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Three Principles at Avaya
CXO Level Customer
Experience Goals
Contact Center Operations
Transformative New Technology
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One Company
One Customer
ProactiveAnticipate, and Respond
PersonalizedAcross Channels &Over Time
Our VisionThe Aware Customer Experience
Aware of Relevant Context including History, Resources and Processes
Connecting Interactions across Channels into a Seamless Experience
© 2011 Avaya Inc. All rights reserved. 17
Next Steps
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Recording
ClientEMAIL
WEB
Automated
Business Applications
Social Media
AACC
Multi-channel, unified-view with rich context
IM
Agents
ExpertExpert
ExpertScanned Docs / FAX
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Customer Experience ManagementCustomer Service “On the Go”
Technical Support
Type of Issue
Basic Troubleshooting
Description of Problem
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Contact Center
Actionable Social Media
Customer
Business Contact
Business Partner
432 Actionable Mentions
Keyword Driven
LanguageSentiment
ManagedAgents
Contact CenterBlended
Agent Routing
AACC, CC7.x, AIC
Reporting Metrics / KPIs tracking / SLAs
Public Cloud
sales
support
marketing
CC Ready?•Governance•Agent readiness•SLAs
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Click to TalkClick to Video
CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK
AGENT
CUSTOMER
TEXT CHAT
APPLICATION SHARING
Web and Video
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Throughout Every Customer Interaction…Avaya Self Service Plays a Role - Beginning to End
• Segment customers• Intelligently match work to resources• Personalize wait treatments
• Collect customer feedback
• Process payment• Proactively notify
• Automate transaction• Automate web chat• Process payment
• Proactively notify• Offer call back • Collect information • Authenticate customer
Self Service…
…In Front
…During…At the
End
Exceptional, Targeted, Personalized, Accessible Customer Experience Every Time
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Inbound
Outbound
Avaya Vision Simplify Customer Experience Orchestration
Outbound Notifications
Payment Reminder
Product Promotion
SubscriptionRenewals
ProductSupport
Corporate Directory
Ordering and Payments
Apps
Self S
ervice
Contact CentreCustomers
Orchestrate phone, email, SMS text outbound and phone and video
inbound interactions – all from one platform
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Efficient Workforce ManagementC
all
Volu
me
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Detailed process reporting allows for the identification of critical process variances, missed steps and non-compliance
Process Discovery
What we think is happening:
What is actually happening:
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Avaya Speech and Call Flow Analytics
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Full Voice of the Customer Dashboard
A Single View with
Comprehensive Voice of the Customer &
Relevant Operational Metrics
Tailored to the each users role, scope, and needs
Dashboards were previewed in r11- But r12 gives full use with many new views inc:
– Quality Monitoring
– Speech Analytics trend results
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What is it?
Avaya Customer Feedback
EFM
IVR
Web
Mobile
Panels
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© 2011 Avaya Inc. All rights reserved. 37
A glance to the future
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Evolution Path to Experience ManagementInteraction
Today Next On the Horizon
Web & voice self service 360° multi-media experienceCompletion of transactionSimplified implementation
Automated and assisted service working together as the ultimate agent
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Evolution Path to Experience ManagementExperience
Today Next On the Horizon
Predictive routing to best agent
Expand into enterprise and other business processes –2 way communication
Sophisticated matching driven by dynamic customer value and business need
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Evolution Path to Experience ManagementPerformance
Today Next On the Horizon
Statistical reporting:Abandon rates Service indicators
Speech analytics100% ListeningSimple “Google like” query Contact Flow analytics
Harness big dataMultiple sourcesPerformance, power, accuracy
© 2011 Avaya Inc. All rights reserved. 41
Putting it into the Practice
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Avaya Aura Contact Center Roadmap
© 2011 Avaya Inc. All rights reserved. 43
Summary
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Our Commitment
Solution path forevery customer
Experience management vision by leveraging existing investments AND easily adding new applications along the way
Simplification
Packaging for mid market and enterprise -product and professional services
Customer choices
Deployment models: virtualized data centers, CAPEX/OPEX choices
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Avaya Collaborative Cloud™ PortfolioScalable and Extensible for UC and CC
Next Gen Public Cloud
Avaya OperationsServices
AvayaCollaboration Pods
Hosted Cloud EnablementPublic Cloud
Managed Private Cloud
Private CloudBuild Out
CAPEXPerpetualLicense
On-Premises
OPEXSubscription
LicenseCloud
Build Manage Enable Deliver
AvayaOn-Premise
UC/CC/VideoProducts &
Services
AvayaUC/CC/Videoas-a Service
Priva
teP
ublic
Hyb
rid
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Ten Reasons to Consider Avaya
Avaya has a Complete Solution
Strategic Communications Consulting
World Class Products
Trusted and Tested Benchmarks
Fast Integration with Popular Monitoring Software
Leading Partnerships
Thought Leaders who know Social Media
We know Contact Centers
Trusted Brand Name
J.D. Power and Associates Recognized
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