Using Knowledge as a Key Differentiator in the Voice Solution May 2011

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1 Using Knowledge as a Key Differentiator in the Voice Solution May 2011 Karen Torf, Product Manager, Voice Jason Hersh, Senior Solution Consultant RightNow Technologies, Inc.

2 End to End Contact Center Easily capture, track, and respond to customer inquiries across channels - Phone, web, , chat, social media, mobile End to End Case (Incident) Management Complete, central view of customer information across service, marketing, and sales Unification of disparate enterprise data Seamless escalation from self-service to assisted channels

3 ContactBabel, The US Contact Center Decision-Maker s Guide, 3 rd edition 2009/2010 Opportunity: Voice is the Critical Channel The phone remains the primary customer interaction channel over 83% of all interactions with contact centers Your Voice Channel Experience IS setting your Brand Experience with your customers

4 Why people Hate IVRs? What is the worst experience you had calling into an IVR system? Are they always easy to understand? You never have to repeat information, right? They know how you prefer to interact with the system? And the number 1 reason customers hate most IVR systems? You can t find a live human (or alien) being to talk to about your problem no matter how many times you press 0.

5 Could people start liking IVRs? Sounds like a science fiction story right? But how would you feel.. If the IVR recognized that you had an open incident and therefore routed you directly to the right agent to assist? What if the IVR knew you ordered a product and asked you if you were calling about status instead of making you go through all the menus to get status? What if the menu was dynamically altered to only choices relevant to you? What if it was so easy, you would rather NOT have to wait and talk to an agent? Knowledge is the Key

6 The Voice Experience Opportunity YESTERDAY S TECHNOLOGY Traditional Voice Automation (IVR) Focus & Characteristics: For service-related calls Point solutions - separate, siloed For automation and call deflection Touch-tone based 95+% on premise No personalization Results: Frustrated customers Poor reputation Low customer satisfaction Low usage Poor business results RIGHTNOW SOLUTION Voice-Enabled Customer Experience Focus & Characteristics: Voice a key part of an integrated, multichannel customer interaction strategy Identifying the caller, understanding their intent, getting them to the best resource Viewing automation as a route point, not the primary KPI Cloud delivery model Results: Meaningful personalization for each caller Strengthens customer relationships Balances service quality with ROI Increased customer satisfaction Improved business results

7 Voice-Enabled Customer Experience Fully integrated within multi-channel CX environment Single knowledge foundation provides visibility into all customer interactions

8 Branding your Voice Experience How do you deliver a unified, personalized and branded customer experience? Using knowledge behind the Voice channel -Intelligently Identifying who is calling -Dynamically Segmenting based on the knowledge of customer -Effectively Routing to the most appropriate agent queue or selfservice application that provides the best experience

9 End to End Example - APPLICATIONS IMPLEMENTED: One Number Routing Voice Knowledge Management RESULTS: 70% Voice automation Monthly savings $240,000 ROI < 90 days Check out the Demo Video on RightNow.com

10 Best Practices Using Knowledge Use the Knowledge you have about the customer to tailor the IVR experience to match the customers needs Let the knowledge you have about your customers the roots for interactions. Use contact information (knowledge) to identify caller Integrate with product registration and/or Order Management System to know what this contact recently purchased Dynamically predicted the reason calling Automated troubleshooting capabilities (Knowledge) Used contact record information to predict shipping address

11 Why is this Important? Increased Customer Satisfaction Increase self-service rates Turn your call center from a customer avoidance tool to a strategic customer engagement tool Reduce Agent handle times by providing knowledge of the customer with the call Deliver operational efficiencies while communicating policy consistently across your organization (through a single knowledge foundation)

12 Putting It All Together: Voice Contact Management Description: Automatically identify, capture, and display contact information on calls routed to agent Key Capabilities: Prioritize and route calls based on caller value Alert existing contacts of information pertinent to their account Create new and update existing contact records Standard integration to TargusInfo for reverse phone number lookups Based on your phone number, I see you have an open incident, let me transfer you to a specialist VEM Why it Matters: Personalize the caller experience by automatically providing relevant information No need for customer to repeat their contact information to agent Reduces call handle time Contact Center Skill 1 Contact Center Skill 2

13 Questions? RightNow Technologies, Inc.

14 Give us your feedback! How did we do on this Expert Seminar? Please take this brief survey:

15 RightNow Developer Conference 2011 June 6-8 Registration Now Open! Join us at Big Sky Resort in Big Sky, MT, June 6-8, 2011 for the 3rd annual RightNow Developer Conference. This conference brings together partners, developers, and technologists to share and celebrate insights and innovations for exceptional experiences. With opportunities to receive in-depth technical training, the RightNow Developer Conference provides an unique opportunity to get the most out of extending, integrating, and customizing RightNow solutions. rightnow.com/rdc

16 Europe Summit 2011 Celtic Manor 31 October 2 November Registration Open

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