Date post: | 23-Dec-2015 |
Category: |
Documents |
Upload: | felicia-phelps |
View: | 217 times |
Download: | 0 times |
What’s NExT in Customer Care?
Santhana Krishnasamy RD-ILAB-SSF
September 20th, 2005
Agenda
What is NExT in Customer Care? Verizon Customer Self Service Microsoft Customer Care Framework New Channel: Instant Messaging Our CEO Vision Key Takeaways for FT
What is NExT in Customer Care?
IT Architecture should be SOA based
Rules based Self-service
New contact channel: Instant Messaging & Presence
Case Study: Verizon Customer Self Service
Verizon CSS Channels
Inbound
Phone
•Installed uniform set of IVR and CTI platforms to collect information for proper routing•Paid close attention to user experience•Converged approach to speech automation (SIP, VoiceXML) leverages existing application and web servers
Internet
•Create a disciplined approach to combined sales and service website•Consultative approach, information-rich selling•Always be Selling, Always be Asking•Rich Media Everywhere
Enterprise
•Segmented approach to Enterprise self-service•‘Enterprise Direct’ portal for Large Enterprise customers•$15 million investment in IT•Separate Call Centers support Enterprise segments
Architecture
SOA delivery framework prevent reinventing applications and transactions, reduce complexity
Complex products and offers can be managed because they are rules-based
These rules cut across platforms, and are separate from presentation
Product/Pricingmanagement
Activation & FulfillmentManagement
Other Engines Distribution Management
Common Verizon Web ServicesOn Enteprise Web Services Grid
Internal CMS systems - nationwide
External CMS SystemsWebsite, voice portal
External Web ServicesWholesale, partners, B2B
Retail Customers Enterprise Customers Wholesale
Web services Backbone – IT WorkbenchManagement, Integration, Security
Sales/Service Ordermanagement
Billing & PaymentManagement
Trouble Management
Product/Pricingmanagement
Activation & FulfillmentManagement
Other Engines Distribution Management
Common Verizon Web ServicesOn Enteprise Web Services Grid
Internal CMS systems - nationwide
External CMS SystemsWebsite, voice portal
External Web ServicesWholesale, partners, B2B
Retail Customers Enterprise Customers Wholesale
Web services Backbone – IT WorkbenchManagement, Integration, Security
Sales/Service Ordermanagement
Billing & PaymentManagement
Trouble Management
CMS: Customer Management SystemSource: Verizon
Lessons Learned: Aspiration & Reality Self-service is fresh opportunity to create bundled offers
Electronic binding of invoices into one bill (Verizon product is “OneBill”) easily accomplished online by user herself
Product complexity increases support cost
Increasingly complex products and bundles can occasionally create feature conflicts
Deployment issues for new services must be handled efficiently
Customer dissatisfaction & revenue implication will be avoided by providing alternatives when service request can’t be fulfilled as requested – don’t say ‘no,’ cross-sell
From Persona-based development to Persona-based selling
Make complex products easily understood by showing persona how other users benefit
Microsoft CCF
Customer Care Framework
SOA based .NET framework which supports multi-channel delivery of customer service functions including self-service. Greatly leverages the “presence” functionality
What is Next for Microsoft?
Ambitious plan to become a major player in Contact Center/CRM market Extend the Windows OS functions to the agent desktop
Initial strategy - partnership with Contact Center vendors like Cosmocom, Interactive Intelligence & Mitel
Push selling Windows based infrastructure into contact centers
VoIP, IM/Presence, CTI & BizTalk will become key to their success
Technology•CCF is based on the Microsoft .NET Framework and Windows Server System •Combined capabilities by Visual Studio .NET, BizTalk Server 2004, SQL Server 2000, and Host Integration Server 2004 •CCF smart client uses the Agent Desktop, the CTI API, the Real Time Communication (RTC) module, and the Application Integration Framework (AIF)•Self Services Framework uses BizTalk Server 2004, Speech server & Content Management Server 2002
New Contact Center Channels
Contact Center - Channels
•Alternate channel grow & handle almost 1/3 of incoming queries
•IVR is mostly widely used for self-service
•Contact center Service Providers are investing in other channels (Online Self-Service, Email & Web Chat = 10%)
Channel Software Investment in next 12 monthsAlternative Channel Growth
Source: Yankee report on “CRM Strategies” Feb 2005
Cost: Service Channeling
•Cost increase when customer want more personal interaction
•Best cost benefit both the customer & enterprises will gain is through multi-channel session (text, voice, video…)
Source: Conversagent Whitepaper on Automated Service Agent
IM the New Channel
Add Air France Contact Center Agent on your Messenger Buddylist
Air France
Customer Care Agent
Customer Self-Service
IM Chat with Live Agent
Voice Chat with Live Agent
Video chat with Live Agent
Share My Desktop
Find Agent Availability
Share My Presence Info
Block My Presence
View My Profile
Air France
Self-Service Buddy: Hello I am an automated buddy. How can I help you today?
ksanthan1: What time is flight AF 320 reaching Paris?
What time is flight AF 320 reaching Paris?
Customer Self-Service
IM Chat with Live Agent
Voice Chat with Live Agent
Video chat with Live Agent
Share My Desktop
Use Tabs to include customer support process information on Messenger client
Architecture with IM Channel
RTC-MSN Gateway
RTC-AIM Gateway
RTC-WM Gateway
RTC-YM Gateway
Public IM Domain
RTC Proxy
Enterprise RTC Domain Consumers
RTC Server
Call Center Application
Live Agent 1
Live Agent 2
Supervisor 1
Remote Agent 3
•Customer profile
•Call Queuing
•Skill Based Routing
•Customer Self Service
•Business Process management
•Agent Server
•Integration with CC application
•Agent Presence
•Communication channels (IM, voice, video)
Call Center Agent
Why IM?There are 320 million public IM users worldwide using
Messenger clients for IM, Presence, voice/video conference
Ability for the customer to contact the CC Agent using different channel from Messenger client IMBots (Customer Self Service), IM chat, voice/video, remote
desktop management Smooth escalation from self-service -> chat -> voice
Contact Center ACD can coexist with Enterprise RTC platform’s Presence server
Customer leverages presence information of Contact Center Agents (without compromising privacy)
Why IM?Moving towards all IP based platform (SIP)
IP Contact Center RTC platforms based on SIP/SIMPLE
Add on additional process oriented information on Messenger client Location, map of nearest service center, store timing & shipping
details
Our CEO’s Vision
Self Service
SOA
Key Takeaway for FT France Telecom can help its bottom line by helping its customers
help themselves
The bottom line savings can be dramatic, if achieved through a combination of three things:
Promulgation of a core set of transactions and messages across all platforms connected via SOA
Extensive web portal for both selling and servicing across all product lines
Customer care driven by business requirements
Customers will respond by resolving 25-35% of touches on their own
IM channel enables FT to be always ‘present’ Balance with disruption to special number services
Thanks!
Working towards a green future…
VZ.com VZW.com FT.com OR.co.uk/fr MLTV.com Woo.com Flash Yes Yes Yes No No No Download manuals
Yes Yes Yes ? Yes ?
Live Chat Yes Yes ? No No No Interactive Comparisons
No Yes ? No ? ?
Online Account Maintenance
Yes Yes Yes Yes ? Yes
Personae in Demos
Yes ? Yes (L) ? ? No
Community Yes (L) No ? No No Yes On-pack CD w/Flash Tutorial
No Yes NA ? ? NA
Legend: VZ.com = verizon.com, VZW.com = verizonwireless.com, FT.com = francetelecom.com, OR.co.uk.fr = orange sites for France and UK, MLTV.com = malignetv.com, Woo.com = wanadoo.com
Where we place an (L) next to a Yes entry it means “Limited”
• The bad news is that mobile – most dispersed service -- needs most work • The good news is that platforms can be addressed to multiple stakeholders
in a coordinated fashion (ex: Live Chat, Flash demos)• The other good news is “espace client” is transversal already