Date post: | 26-Jan-2015 |
Category: |
Technology |
Upload: | phonologies-india |
View: | 4,431 times |
Download: | 1 times |
Traditional Voice / IVR Channels
Toll-free CallsToll-free Calls– IVR + Hold Time + Live Help = CostsIVR + Hold Time + Live Help = Costs
Smart Device acts “Dumb”Smart Device acts “Dumb”– Customer Experience SuffersCustomer Experience Suffers
Voice/IVR Channel – Very LimitedVoice/IVR Channel – Very Limited– Lost Sales opportunitiesLost Sales opportunities
Contact CenterContact CenterPBX, ACD, IVR, PBX, ACD, IVR, CRMCRM
Human AgentHuman Agent
PSTN
SmartM Care Optimized Channel
Contact CenterContact CenterPBX, ACD, IVR, PBX, ACD, IVR, CRMCRM
Human AgentHuman Agent
WEBWEB
PSTNPSTN
IVR is replaced with Mobile App: IVR is replaced with Mobile App: IVR + Hold Time IVR + Hold Time Telecom Costs EliminatedTelecom Costs Eliminated
User request gets into the existing callback queue User request gets into the existing callback queue via Web query: via Web query: Customer Experience ImprovesCustomer Experience Improves
Relevant User Social Media, Location Data Relevant User Social Media, Location Data delivered to agent: delivered to agent: Increased Sales OpportunitiesIncreased Sales Opportunities
User DataUser Data
Call BackCall Back
Introducing SmartM Care Button
SmartMSmartM
Thank You, Bob!Our Team
Member willcall you within 5
minutes.
• SmartM button / API is embedded onto each screen of the appSmartM button / API is embedded onto each screen of the app• Captures User Contextual Data: Account #,Captures User Contextual Data: Account #, ScreenIDScreenID, , Social Social
ProfileProfile, , LikesLikes, , User typeUser type (promoter, passive), current (promoter, passive), current Location Location -> -> All sent to Contact CenterAll sent to Contact Center
Contact Contact CenterCenter
SmartM Care via Social Media
SmartM SmartM CareCare
Capture and deliver Contextual Information for interactionsCapture and deliver Contextual Information for interactions-> Enables Contact Center to make informed conversations-> Enables Contact Center to make informed conversations-> Improved Customer Experience & Increase Sales opportunities-> Improved Customer Experience & Increase Sales opportunities
• Social Media InformationSocial Media Information• Net PromoterNet Promoter Score Score• Account Account Data, Data, ScreenIDScreenID• Location Location DataData
• Coupons & IncentivesCoupons & Incentives• Product InfoProduct Info• Directions & MapsDirections & Maps• SurveysSurveys
Banks and Financial institutionsBanks and Financial institutions Wireless Carriers & ISPsWireless Carriers & ISPs Retail and eCommerceRetail and eCommerce Travel, Hospitality & entertainmentTravel, Hospitality & entertainment HealthcareHealthcare UtilitiesUtilities
Businesses where:Businesses where: loyal customers are likely to be influencersloyal customers are likely to be influencers call volumes can easily exceed the capabilities of available call volumes can easily exceed the capabilities of available
customer service representativescustomer service representatives conversational transactions are a must to ensure service conversational transactions are a must to ensure service
completion in a timely mannercompletion in a timely manner
SmartM Care Target Market
SmartM Care Setup
Phonologies Phonologies Web CTIWeb CTI**WEBWEB
Customer Customer Smart Phone Smart Phone ApplicationApplication
*Replaceable by Customer*Replaceable by Customer
Phonologies Phonologies SIP ACD & SIP ACD &
DialerDialer**
Contact CenterContact Center- Agent CRM Screen Pop*- Agent CRM Screen Pop*- GoogleTalk SIP Client*- GoogleTalk SIP Client*
SugarCRMSugarCRM**
Call Back via PSTN/SIPCall Back via PSTN/SIP
Customer loyalty Customer loyalty programs & increased real-time programs & increased real-time Up-Up-selling / Cross-selling selling / Cross-selling opportunities = opportunities = RevenuesRevenues
Improved Customer Experience Improved Customer Experience by the growing smart by the growing smart device user basedevice user base
Cost Savings Cost Savings from cut in IVR / hold time + better use of from cut in IVR / hold time + better use of infrastructure (ports) & operational optimization infrastructure (ports) & operational optimization (callbacks)(callbacks)
ZERO risk deploymentZERO risk deployment: Little or no changes to existing : Little or no changes to existing Contact Center Systems and easy Customer Mobile App Contact Center Systems and easy Customer Mobile App integration with SmartM APIintegration with SmartM API
Value Proposition