Salmat Customer Engagement Solutions

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1 Salmat Customer Engagement Solutions

2 The leader in multi-channel communication solutions 5.2 billion direct mail million Lasoo visits 1 billion million voice & automated interactions 168 million SMS 6.6 billion multichannel interactions a year

3 Customer experience the changing world

4 Multi-Channel Customer Interactions On Line Speech Mobile Social Chat Phone Customer Insight Responsive Channels Multi-Channel Customer Interactions Customer Proactive Channels Interaction Analytics Text Speech Social Phone

5 Everyday, Salmat helps organisations REDUCE COST OPTIMISE EFFICIENCY DELIVER PERFORMANCE ACCESS RESOURCES HARNESS INNOVATION 5

6 Work smarter, not harder MULTI-FACETED EXPERTISE ACCESS RESOURCES FOCUS ON WHAT YOU DO BEST LEVERAGE BEST IN CLASS TECHNOLOGY Smart consultants reveal insights into best practise, backed up by a professional services team to make it happen Skilled agents, workforce management specialists and outbound campaign managers optimise your operation Leverage our skills, economies of scale for exceptional customer experience and efficiency Unified multi-channel communication applications in the cloud featuring leading voice biometrics and automation solutions

7 How Do I? MEET CUSTOMER EXPECTATIONS WITHOUT COSTING THE EARTH? GET INSIGHTS INTO FUTURE DIRECTION? OPTIMISE MY IN HOUSE CONTACT CENTRES? ENCOURAGE CUSTOMER LOYALTY? RAPIDLY INCREASE MY CUSTOMER BASE? Reduce customer effort Eliminate recurrence of issues Single view of customer interactions Dynamic knowledge management Tap into our consultants expertise Our clients demand the best so we focus on continual improvement Salmat consultants reveal genuine opportunities for improvement Our professional services team can manage your day to day operational needs Valuable conversations at the right time, in the right place, driving customer loyalty and increased lifetime value The right people The right incentives The right sales culture The right tools Equals a great sales pedigree 7

8 Salmat Consulting Assisting clients build sustainable advantage through the creation of deeper customer relationships CUSTOMER EXPERIENCE FOCUS AREAS CONTACT CENTRE OPTIMISATION & TRANSFORMATION FUTURE INSIGHTS Customer Effort Failure Demand Access Strategy People Process Technology Trends Best Practise Technology Enablers 8

9 Contact Centre Solutions Helping organisations effectively engage with their customers, whilst reducing cost OUTSOURCED CONTACT CENTRE SOLUTIONS CONTACT CENTRE TECHNOLOGY SOLUTIONS Right Shore Options Australia New Zealand Philippines Customer Acquisition Customer Engagement & Lifecycle Collections, Back Office Help Desk Salmat Active Rapid ramp up Ideal to cover unexpected traffic peaks Avoids traditional barriers to entry Salmat Reach Unified multi-channel communication applications in the cloud Class leading technology Pay-as-you-go model 360 degree multi-channel customer view 9

10 Your place or ours? Workforce Management Optimisation Data Management Help Desk Salmat Active Customer Engagement OPTIMISE YOUR OPERATIONS OUTSOURCE TO SALMAT Digital Delivery Scalable Overflow Services Dialler Operation Customer Lifecycle Management Quality Assurance Customer Acquisition 10

11 Salmat Reach Virtual Contact Centre

12 Salmat Customer Engagement Solutions 5,000 EMPLOYEES in 3 countries 10 OPERATION SITES in Australia, New Zealand and the Philippines 20 YEARS EXPERIENCE delivering customer contact solutions 175+ CLIENTS across US & Asia Pacific region BEST OF BREED TECHNOLOGY Salmat Reach powered by Avaya, KANA & featuring Salmat Virtual Agent

13 Best Shore Strategic Sourcing Locations

14 Salmat Active RAPID RAMP UP SUITABLE FOR SHORT TERM CAMPAIGNS BLENDED OPTIONS IDEAL FOR UNEXPECTED EVENTS Short term planned campaigns or burst capacity Receptionist style services Product recalls, media response, unexpected events 14

15 Salmat Virtual Agent Your hardest working agent will optimise the caller experience whilst simultaneously reducing cost ROUTING IDENTIFICATION AUTOMATION Avoids misdirects to save agent handling time Promotes a positive start to a conversation by giving agents the heads up Enables intelligent call routing to reduce training time Enables callers to establish their identity quickly and effectively Uses the distinctive sounds and physical characteristics of their voice Improved customer experience, at a reduced cost Promotes self service Payments, surveys, store location available all hours Able to flex to handle peaks in traffic Removes repetitive tasks from live agents to improve engagement 15

16 Learning and Development People reaching their full potential through learning and capability programs elearning Technology-based learning systems to deliver educational, engaging and effective solutions PEOPLE CAPABILITY SERVICES Registered Training Organisation Learning & Development Organisational Development Human Resources Expertise LEARNING MANAGEMENT SYSTEMS Skills Optimiser Host online courses Keep track of your people s capabilities Mobile Learning Desktop Learning Community of Practice 16

17 Direct Sales Solutions High performance faceto-face acquisition solutions LEAD DETECTOR DOOR TO DOOR, RETAIL & EVENTS Revolutionary door-to-door non intrusive approach Deep customer insights Low cost lead generation Survey-based campaigns High performance Compliant, quality sales outcomes Superior ethical standards Longest reach of any national direct sales organisation Industry experts at converting cold prospects into customers At shopping centres, airports and public events, specialists in high traffic engagement and sales 17

18 Salmat is a leader in the provision of integrated multi-channel customer engagement solutions for Australia and New Zealand s most trusted brands. Salmat helps organisations generate revenue, decrease cost and improve the customer experience to ensure growth and competitive sustainability. > Contact Centre Solutions > Business Process Outsourcing > Cloud Contact Centre Technology > Speech Recognition and Voice Biometrics > Consulting and Professional Services > Direct Sales Solutions > Learning and Development Solutions 18

19 Questions? 19

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