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Vision and StrategyContact Centre
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3Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
UnifiedCommunications
Small &Medium Enterprise
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4Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Contact Center
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5Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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6Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Question: Please rank the top three reasons that wouldcause you to move your business away from one companyto another company?
0% 5% 10% 15% 20% 25%
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7Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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8Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Interaction Change
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9Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. APAC CC Consumer Index 2011: Survey commissioned by Avaya
Question (Agree/Disagree): I prefer to use other methods ofcontact (web chat, web self-service, Text etc..) rather thancontact a customer service centre over the phone
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10Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. APAC CC Consumer Index 2011: Survey commissioned by Avaya
Question: Which method have you used MOST OFTEN to contact the customer service centers in the past 3 months?
Question: Which methods would you PREFER to use to interact with customer service centers?
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11Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Satisfaction Risks
Source: Benchmark Research, Convergsys, Customer Focus Inc.
Perception vs Reality
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12Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Satisfaction RisksQuestion: Ideally, what should a companys customerservice center offer you in order to rate your experienceas truly excellent?
My query isresolvedquickly
I am able to interactwith a CSR quickly
The CSR isKnowledgeable
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13Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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14Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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15Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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16Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
End to End Services
AssistedExperience
Management
Avaya Agile Communication Environment (ACE)
or CS1000
AutomatedExperience
Management
WorkforceOptimization
Performance Management: Reporting, Analytics
Chat Email
MMS
MMS
SMS
SMSVideo
XML
WebVoice
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17Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Self Service
Information
Compliance Primary Agent
Next Agent
Performance
COMPRO
MIS
COMPRO
MIS
COMPRO
MIS
COMPRO
MIS
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18Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Self Service
Information
Compliance
Primary Agent Next Agent
Performance
Experts
Social Media
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19Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Reaching Out
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20Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Would you be happy to receive each of thefollowing types of contact from a company?A text (sent to your mobile phone) toupdate you on essential information (e.g.booking confirmation, change to flighttimes, status of an order etc..)
67% 55% 67% 85%
Australia Japan New Zealand Singapore
67% 31% 67% 62%
Australia Japan New Zealand Singapore
A recorded message or real person callingyou to update you on essential information(e.g. booking confirmation, change to flighttimes, status of an order etc..)
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21Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Would you be happy to receive each of thefollowing types of contact from a company?A text (sent to your mobile phone) toupdate you with new product offerings,special deals and promotions
30% 37% 25% 63%
Australia Japan New Zealand Singapore
20% 22% 15% 33%
Australia Japan New Zealand Singapore
A recorded message or real person callingyou to update you with new productofferings, special deals and promotions
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22Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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23Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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24Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
ANI
DNIS
SkillsLanguage
Match toCC KPI
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25Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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26Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer Lifetime ValueOpen Case/TicketRecent PurchasePropensity to BuyRetention Offer
ValueBusiness KPIsAt RiskShopping CartService ContractGenderAge GroupDemographicCommunication DeviceIncomeLast AgentPreferences
ExpertiseOccupancyCostCustomer Sat ScoreFCR Rate
PresenceOn/Far/Near-ShoreQualityInterruptible WorkBusiness KPIsAverage Handling TimeGender
Age GroupShift TimesCurrent ContactsMultiplicity RulesExpertise/Knowledge
Time of DayDay of WeekOutsourcing ContractExchange RateDow Index
InventorySales GoalsInflation RateInterest RatesMarket DirectionMarketing CampaignsCustomer Sat Scores
Export TargetsProduct AnnouncementsContact Center StatusHolidaysCrisis Management
Note: Content is illustrative
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27Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Best Matched
Agent for Work Request
1. Start
Work Seeking an Available Agent2. Collect the agent attributesand properties required by
this work requestEnglish
Gold Customer
Start
4. Filter agents onrequired
attributes
5. Select match rule forfinding best-matched
agent
Main Rule
Agents with
required attributesAgents with
required attributes
Available Agents
3. Request
a match
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28Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Best MatchedWork Request for Agent
1. Agent becomes
available
Available Agent Seeking Work
Unmatched Work
Start
3. Filter work
requests onagents attributes
4. Select match rule for finding
best-matched work request
Main Rule
Work request with
required properties
2. Requesta match
Agent with assigned
attributes and properties
Filtered work requests
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29Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Contact Routing to Work Assignment
ACD
SkillsRouting
AvayaBusinessAdvocate
Avaya
WorkAssignment
ANI
DNIS
Individual Skills
Expected Wait Time
Predicted Matching
Least Occupied Agent
Reserve Agents
Multi-Channel
Customer IntentCustom Attributes
Match to CC KPI
Single PoolsEnterprise-wide
Incremental StepsNot Enough Anymore25 years of industry experience :forecasting, scheduling, andself-service best practices,
benchmarks
A New Paradigm
1:1 Matching
without QueuingRich Context
Business Agility
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30Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
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31Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Social Media
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32Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. APAC CC Consumer Index 2011: Survey commissioned by Avaya
Question: Would you be happy to receive contact from acompany based on comments or tweets you have made aboutthat company, its products or services, on a social networking
site ?
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33Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Would you be happy to receive each of thefollowing types of contact from a company?
Information sent to you via a socialnetworking site about new productinformation.
18% 19% 25% 47%
Australia Japan New Zealand Singapore
19% 20% 25% 46%
Australia Japan New Zealand Singapore
Contact from a company via a socialnetworking site about new products and /or services
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34Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
AvayaSocialMedia
Manager
StandardMedia
SocialNetworks
Web
ContactRouting
ManagedAgents &Experts
Enterprise Contact CenterInboundContact
Gateway manages inbound messages and agentresponses
Toolkit and automated services identify, classify,
and request routing for actionable items.
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35Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Avaya Approach: Scan Broadly, Then Use Text
Processing To Select Relevant And Actionable Items
35
I supported CJs Charity Walk Weekhttp://www.charity.org #CJ
CJet airlines swings to $161M loss in thirdquarter bizjournals.comhttp://bit.ly/2OUCRV
If CJet could just play nice & bump me to alater flight this would just uncomplicate things.
Out of 70,000 relevant items,1,400 actionable items remain
30,000 SPAM items &irrelevant items removed
100,000 Total Items
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36Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Contact Centre ofthe Future
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37Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.Base: Global n=5299, Silent Generation n= 513, Baby Boomers n=962, Gen X n=1851, Gen Y n=1973
SilentGeneration
Baby Boomers
Gen X
Gen Y
Question: If the following types of interaction were
offered to you as a way to communicate with acompany in the future, how likely would you be to usethem?
ByGeneration
ByGeneration
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38Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer App
Select Issue
Basic Troubleshooting
Describe ProblemRequest Callback
Session in Queue
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39Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer App
Select Issue
Basic Troubleshooting
Describe ProblemRequest Callback
Session in Queue
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40Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer App
Select Issue
Basic Troubleshooting
Describe ProblemRequest Callback
Session in Queue
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41Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer App
Select Issue
Basic Troubleshooting
Describe ProblemRequest Callback
Session in Queue
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42Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Customer App
Select Issue
Basic Troubleshooting
Describe ProblemRequest Callback
Session in Queue
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43Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Client
User
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44Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Client
User
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45Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Client
User
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46Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Client
User
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47Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Demographicsare transformingservice delivery
ExperienceManagement isthe Next GenDifferentiator
Our Vision isFocused and ourPortfolio is Ready
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