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1 Smarter Customer Service 2010 IBM Corporation

2 Smarter Customer Service Realizing Greater Value From Your Customer Service Investment Today s Customer Service Challenges: 1. Enhancing the Customer Experience We need to resolve more customer inquiries on the first contact. Customers expect a consistent, satisfying experience regardless of channel. 2. Reducing Time to Implement We need to stand up a complete contact center solution as quickly as possible. 3. Being More Cost Effective How do we more effectively utilize resources, better manage costs, and achieve greater economies of scale? IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 2

3 Smarter Customer Service Smarter Customer Service Solutions from IBM Address These Challenges Using an IBM Hosted Contact Center Featuring TeleTech, Vail, & RightNow IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 3

4 IBM Hosted Contact Center Featuring RightNow An All-In-One Centralized, Hosted Telephony Architecture Centralized Hosted Telephony Architecture IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 4

5 IBM Hosted Contact Center Featuring RightNow Featuring the RightNow CRM Application Centralized Hosted Telephony Architecture IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 5

6 IBM Hosted Contact Center Featuring RightNow A Completely Integrated, Hosted Solution Centralized Hosted Telephony Architecture IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 6

7 IBM Hosted Contact Center Featuring RightNow Easily Implemented Directly to Your Contact Center Centralized Hosted Telephony Architecture IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 7

8 IBM Hosted Contact Center Featuring RightNow Or Several Contact Centers Centralized Hosted Telephony Architecture IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 8

9 1. Enhancing the Customer Experience Contact Center Voice Still the Primary Contact Channel The phone remains the primary customer interaction channel - over 81% of all interactions are over contact center telephony ContactBabel, The US Contact Center Decision- Maker s Guide, 3 rd edition 2009/2010 IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 9

10 1. Enhancing the Customer Experience Three Customer Experiences That Matter IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 10

11 1. Enhancing the Customer Experience The way people interact is changing rapidly Social Media Utilization / Demographics A recent survey by Nielsen Online showed that social networks are now the most popular online activity, ahead of personal , gaming, and search. Facebook has 600 million active users Twitter has 180 million unique users monthly YouTube has 490 million unique users monthly Increasing numbers of people ages 55 and older are joining social networks, with 27.4 million people age 55 and over engaging in social networking. Over 5 billion mobile devices are being used globally. There are 250 million active users currently accessing Facebook through their mobile devices. They are twice as active on Facebook than non-mobile users. Rich Websites Social Media Virtual Worlds Mobile Platforms IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 11 11

12 1. Enhancing the Customer Experience Today s citizens are smarter! Benefits to integrating Social Media into Customer Service Organizations Integrating Social Media into your customer service organization will allow you to: Connect to the growing number of customers on the social web. Assist customers proactively in the channels they prefer. Grow your RightNow Knowledge Foundation with customer insights. Increase agent efficiency by blending social media into existing contact center processes. Enable agents to handle the most urgent issues first for quick resolution. Engage with your customers to influence conversations about your brand and reputation. Ensure there is a consistent experience across all customer service channels phone, web, , chat, and social. It is easy and cost effective to integrate social media into your customer service organization using RightNow the social monitoring channel is already built into the existing RightNow platform! Customer data leveraged through the RightNow platform can be accessed via a secure government cloud or a direct connection to the source data. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 12

13 1. Enhancing the Customer Experience Customer Experience Problems We Solve Customers receive inconsistent information and service experiences across channels RESULTING IN: Increased repeat callers and decreased customer satisfaction Agents lack complete views of customer interactions RESULTING IN: Customers repeating themselves, enduring longer wait times, and becoming frustrated Agents must access multiple systems to try to find information RESULTING IN: Lower agent productivity, higher AHT, lower FCR, diminished customer experience Smarter Customer Service Solutions from IBM Enable: More effective customer interactions Multiple channels with a more consistent, seamless experience Greater agent productivity IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 13

14 1. Enhancing the Customer Experience Summary of Solution Features and Benefits Solution Component Provider Benefits RACC* Vail Hosted Platform Fully Redundant Advanced Network Routing Solution with both ICM Integration and Web Portal to Drive Routing Logic Supports customer s Advanced Toll Free Routing Capabilities DTMF (TouchTone) IVR* Vail Hosted Platform Allows for quick implementation w/ easy integration into future platforms Front-ends and off loads Tier 0 or non-productive calls from local & regional locations Speech Recognition IVR* Central VoIP Infrastructure* Inbound Call Handling* TeleTech / Vail Hosted Platform with Nuance Speech Recognition Engine TeleTech Hosted Platform on a Cisco UCCE backbone with diversity among AT&T & Verizon network carriers TeleTech Hosted Platform on a Cisco UCCE backbone with diversity among AT&T & Verizon network carriers Best in Class technologies applied to an affordable OnDemand model for scalability and reliability Allows for the maximization of self-service channels Best in Class technologies applied to an affordable OnDemand model for scalability and reliability Provides an Enterprise view & routing strategy for Contacts Center to maximize efficiencies in Operations Reduces cost to implement whether consolidating functions or expanding Contact Center activities Uses VoIP network to support the convergence of voice and data traffic on one infrastructure Supports languages and Telecommunication Devices for Deaf / Teletypewriter (TDD/TTY) calls Ability to process 5,500 concurrent inbound calls Outbound Call Handling TeleTech Hosted Platform on a Cisco UCCE backbone with diversity among AT&T & Verizon network carriers Uses VoIP network to support the convergence of voice and data traffic on one infrastructure Supports progressive and predictive dialers Works with OnQ to provide immense flexibility in a plethora of types of campaign changes *Indicates features in the demo IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 14

15 1. Enhancing the Customer Experience Summary of Solution Features and Benefits (Continued) Solution Component Provider Benefits Account Management & Deployment Tools Agent Desktop Workforce Management Service Quality Application* Training Applications Reporting TeleTech hosted platform with KIT methodology (Circuit, Router & Switches, SCCM server, & Active Directory) TeleTech Hosted platform with proprietary InSite components integrated to Custom J2EE Applications TeleTech Hosted platform with Aspect ewfm tools & Real Time Adherence TeleTech Hosted platform with proprietary eyeq360 Audio & Video quality monitoring product TeleTech Hosted platform with Adobe Training web-based training suite Platform provided Call Detail Record (CDR) extracts imported into Cognos solution Eliminates need for integration into existing Contact Center infrastructure or upgrading / adding components Centralizes imaging of all machines for launch and all subsequent updates Centralized applications to be used by all Agents for customer experience consistency & data collection accuracy Can be replaced or integrated with COTS products (Siebel, RightNow, Kana, etc) Centralized applications to be used to manage and schedule across the enterprise workforce Real Time tools can quickly identify and rectify non-adherence to metrics & organizational targets Customizable rules allow to focus on specific groups or randomizing recordings for quality monitoring across the enterprise Customizable scorecards to assess and compile agent results against quality targets Centralized content can be pushed to each location to be accessed for training without impacting Production environment Allows for the simulation of real calls & working with the Contact Center applications and tools True end-to-end integration of not only the Contact Experience, but the Agent Experience and metric performance Extracts can be leveraged in most reporting tools because of flat file structure *Indicates features in the demo IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 15

16 1. Enhancing the Customer Experience Summary of Solution Features and Benefits (Continued) Solution Component Provider Benefits Cloud Monitor s search capability* SmartSense Sentiment Analysis* Feature inherent in the RightNow application Feature inherent in the RightNow application Ability to monitor relevant customer conversations on the social web and determine actionable next steps, to respond or create a service case. Searches encompass multiple channels, can be stored for repeated use, can be tailored based on themes and trends Rates search results according to positive or negative key words to help you to prioritize responses, especially negative feedback or high impact issues Integration with Facebook* Reports Explorer* Custom Report Design Center* Feature inherent in the RightNow application Feature inherent in the RightNow application Feature inherent in the RightNow application Integration with Facebook provides a consistent customer service experience NeedAssistance tab helps customers locate information; Smart Assistant suggests relevant help topics, Ask a Question form allows for private inquiries, Your Support Account tracks inquiry status Repository of 700 out-of-the-box reports SmartSense Trend Report provides view of organization perception in social media; Key Contributors Report provides ability to target engaged customers; Service Analytics measures resolution performance Out-of-the-box reports are configurable to create customized analyses Intuitive drag-and-drop graphical interface, customization abilities to meet unique needs, 360 degree view of the customer from all RightNow modules *Indicates features in the demo IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 16

17 2. Reducing Time to Implement Challenges Driving a Rapid, Integrated Customer Service Implementation Customer Challenges: The contact center and web site give me different answers I cannot reach customer service when I am available I have to call too many times to resolve my issue Customer Solutions: IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 17 Business Challenges: It is difficult and high risk to integrate new components into the existing environment We don t have the necessary expertise to implement new solutions We need a comprehensive solution stood up quickly to meet external requirements Business Solutions: Available as a service, reducing capital investment Additional capabilities can be integrated in a phased approach Built for today s requirements, scalable to meet tomorrow s needs Easily captures, tracks, and responds to customer inquiries across channels Allows for seamless escalation from self-service to assisted channels

18 2. Reducing Time to Implement IBM s Multi-Channel Customer Service Solution is pre-built, proven, scalable, and ready for rapid implementation Fully integrated contact center applications reduces labor and risk Enables customer service benefits to be realized more quickly Rightsized for today s requirements, scalable to meet tomorrow s needs Available as a service, reducing capital investment IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 18

19 3. Being More Cost Effective Challenges to Managing Costs Significant resources required to maintain existing environment RESULTING IN: High maintenance costs, higher total cost of ownership, low return on investment Inability to leverage more cost effective service channels (e.g., IVR, web self service) RESULTING IN: Excessive agent labor required to deliver customer service, driving costs higher Cannot scale efficiently to meet changes in demand RESULTING IN: Significant incremental fixed investment required, high cost of integration Smarter Customer Service Solutions from IBM Enable: Ability to better optimize investment in resources based on relative cost/benefit Ability to respond to changes in demand in a more cost effective manner IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 19

20 Why IBM? We Are the Leading CRM Service Provider The Global Business Services CRM practice area is focused on delivering assessments & solutions to improve the experience and communications between an organization and its end users In the Contact Center & CRM applications space, our practice is focused on delivering on results to allow customers achieve significant benefits by reducing costs, increasing satisfaction, and realizing operational efficiencies Specifically, our practice offers solutions in the following areas Vision & Service Transformation CRM Applications Case Management Contact Center / Help Desk Processes & Technologies Contact Center Outsourcing Source: Gartner Research Note: Magic Quadrant for CRM Service Providers, North America; Matthew Goldman, Ed Thompson August 30, 2010 R The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. "This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from IBM." IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 20

21 Team IBM s Core Capabilities & Value IBM CRM Program Management and Transformation (Strategy => Implementation) Multi-channel (voice, , web, social media) Analytics & social media monitoring Contact Center and Social Media Subject Matter Expertise in the Public Sector Large Scale Call Center Operations Sourcing and Management Caliber Training Team to develop and deliver training on applications and processes TeleTech/Vail Secure, Scalable Hosted Telephony Infrastructure within a Cloud Environment Multi-Channel Contact Center Infrastructure Inbound/Outbound Dialer, IVR, Phone, RACC & CTI to support integration with the Agent Desktop and Manage Campaigns Full array of contact center applications to support operations management Service Quality Monitoring, Workforce Management, Training & Reporting IBM Teaming Strategy Introduces: Blend of companies with well-defined roles appropriate to capabilities and proven strengths across the public sector Reduced transition risk with a hosted model in the government cloud that is quickly scalable to support increased agency demand and spikes in peak call volumes and protects sensitive data Proven technology partners that will help you develop a strategy to mitigate risk and support business transformation across the enterprise in the short and long-term RightNow Technologies Cross-Channel Customer Experience Suite to Support a Integrated Agent Desktop Incident Management Knowledge Management Web Chat/ /Phone Social Media Monitoring Seamless escalation from web to contact center providing a 360- degree view of your customer base across channels Secure, Scalable Hosted Agent Desktop within a Cloud Environment IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 21

22 CRM Key Clients & Successes in the Public Sector Client Solution Key Benefits & Successes NTIA Digital Coupon Program Contact Center Technology & Operations to process Digital TV conversion rebate coupons Deployed a bi-lingual contact center to support inbound ordering of rebates for the digital television converter boxes Ramped up 400 FTEs in under 30 days and associated base technology FCC Digital TV Conversion Support US Census Bureau 2010 DRIS Contact Center Technology & Operations for an overflow capacity & citizen support on conversion program Contact Center Technology & Operations to process the 2010 US Decennial Census Overflow Capacity: Awarded contract on 01/16/2010 and on 02/12/2010 operation went live for a 10 day operational period Staffed about 3600 FTEs and 2100 seats over operational peak period Handled 87,681 calls offered to the system with only 47% needing to be transferred to DTV Agents Answered 100% of calls within 20 seconds Conversion Support: Deployed 4,500 resources in 12 delivery centers around the U.S. and supported calls in 115 languages to more than 20 million U.S. households that rely on overthe-air television signals and responded to one million inquiries Provided temporary employment and training to more than 4,000 U.S. residents in many economically challenged communities regarding call handling, technical troubleshooting, and escalations Despite extraordinarily high call volumes on the day of the transition, the average wait time to get to a qualified associate remained under five minutes each day of the program Processed 1.76M inbound calls in just 6 weeks with a peak day of 400K+ in English, Spanish, & 5 Foreign Languages Deployed about 2700 seats in a 6 week period prior to the launch Inbound Operations and another 4000 seats in an 8 week period prior to Outbound Calling Campaign Managed 11 Physical Call Center Locations and 4 Solution Centers across the United States IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 22

23 CRM Key Clients & Successes in the Public Sector (Continued) Client Solution Key Benefits & Successes VisaPoint Information Services Department of Veterans Benefits Affairs US Forest Service Employee Support Center Hurricane Katrina Support Help Desk & Operations to support overseas non-immigrant visa requests and promote U.S. tourism Help Desk & Operations to support veteran inquiries from stolen laptops Help Desk Technology & Operations for a modernized Employee Support Center (ESC) Help Desk & Operations to support Hurricane Katrina Relief Efforts, several hundred thousand Gulf Coast Provided multichannel support: self-help web ( VisaPoint) for information, documents and appointment management; live customer service via multi-lingual associates; premium services for document fulfillment, and support for technical questions and visa laws Managed scheduling and documentation to obtain U.S. visas Provided in country management customer service support ( phone, and in country management) in nine locations Utilizing associates from internal TeleTech projects, external hires, temporary agencies and a trusted subcontractor, mobilized a workforce of over 1,948 associates Within the first three days of service, nearly 1600 associates were recruited, hired, trained and placed into production across seven service delivery centers Supported over 57,000 calls within this program, with over 13,400 calls handled on the peak calling day Deployed new Customer Help Desk to Forest Service users in February 2009 (4-month transition) Exceeded all SLAs and Customer Satisfaction scores to support the 40,000 Forest Service Employees nationwide Expanded to support other Dept of Interior Help Desks Provided internal resources to deploy service delivery center operations, facilities, technology, and specialists to accommodate the surge of incoming calls Within one week, launched six service delivery centers, hiring and training 500 associates to take calls from hurricane victims, a number that would grow to 4,000 at the project s peak A completely dedicated and secure LAN/WAN network infrastructure was installed in each location IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 23

24 Appendix IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 24

25 Scenario #1-- Telephony Functionality Demo Slides IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 25

26 Scenario #1 Description Inbound Telephony User cannot find his last annual Social Security Statement, and would like to know his estimated Social Security payments for various retirement ages. User calls in the SSA 800 number and enters SS#, chooses Retirement Benefits and then opts to speak to an agent. Information about the caller populates to the Agent Desktop and guides the agent through the call. Agent selects Record on Demand and call is recorded by EyeQ360 Agent accesses SSA application through RightNow (Integration Platform) and provides a detailed answer to user regarding benefits at various retirement ages User then asks agent about benefits for his spouse. Agent searches for answer in KnowledgeBase and provides standard information to user via script and Transfer back to IVR for Customer Satisfaction Survey Call is viewed for Service Quality Assurance using EyeQ360 IVR Routing is modified to show RACC capabilities Capabilities show on the demo: Collection of information on the IVR (SS#) Ability to store and collect secure data via Government Cloud Passing of information to depict CTI capabilities Integration of Agent Statistics viewable from RightNow Application SQA Recording Capabilities Backend database integration Ability to search knowledgebase RACC GUI for easy IVR routing modification IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 26

27 Scenario 1: Telephony Functionality Caller has contacted SSA, provided their SS# in the IVR and has opted out to speak to an agent. Agent has received the call reads through the script provided, selects the Record on Demand button, then views their agent statistics Record on Demand Functionality Cisco CTI Bar Call control capabilities (TT & RightNow Integration) Collection of information from the IVR passed to the agent IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 27

28 Scenario 1: Telephony Functionality Agent reviews their statistics and then continues on with the call. They hit NEXT to continue the call following scripts provided. Individual ACD Statistics are available to the Agent IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 28

29 Scenario 1: Telephony Functionality Agents is provided with more scripts to guide the call through the appropriate workflow process Agent selects no and continues Based on the type of request the workflow will continue to guide the agent. Agent selects Retirement Benefits and continues IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 29

30 Scenario 1: Telephony Functionality Agent has now reached the incident workspace to help the caller. Information collected has been defaulted into the incident workspace. Note that call controls are still part of the incident workspace Contact information, Subject information has been automatically populated Tabs to provide additional details IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 30

31 Scenario 1: Telephony Functionality Agent selects the Benefit data to provide information regarding monthly payments at various retirement age and then hits Continue Information that can either be stored in RightNow s secure government cloud or pulled from SSA database IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 31

32 Scenario 1: Telephony Functionality Agents gets to the closing script and caller states they have another question which guides the agent back to the incident workspace IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 32

33 Scenario 1: Telephony Functionality Customer asks about spouse benefits. Agent clicks on Smart Knowledge, which pulls up the window for the agent to search on Knowledge Content Agents types spouse benefits which pulls up dynamic content IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 33

34 Scenario 1: Telephony Functionality Agent can click the content to provide information to the caller OR the agent can send the information directly to the caller s IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 34

35 Scenario 1: Telephony Functionality Agent wraps up the call and contact history is saved for this incident and the caller IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 35

36 Scenario 1: Telephony Functionality Because Record on Demand was selected in the CTI bar when the call started, the call (audio and video) can be reviewed using the SQA tool, EyeQ360. Calls that are recorded are viewable in the Record Manager Record manager is selected in order to access the recordings IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 36

37 Scenario 1: Telephony Functionality Multiple search criteria, including Project, Campaign, and Date are entered in order to easily find the recording IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 37

38 Scenario 1: Telephony Functionality The recordings that meet the entered search criteria are now viewable and can be selected to review and get more detailed information The details button is selected to access more information on this specific recording IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 38

39 Scenario 1: Telephony Functionality Details for this call are viewable and the recording can be watched on this screen or in a full screen mode using Windows Media Player IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 39

40 Scenario #2 -- RACC Demo Slides IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 40

41 Scenario 2: RACC The current path for Inbound SSA calls needs to be modified in order to bypass the IVR and route directly to an individual phone. Inbound TFN Section of Vail RACC is accessed using Web Browser Current inbound number is selected in order to modify details regarding routing IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 41

42 Scenario 2: RACC Decision is made to re-route all calls to the SSA IVR to a new phone number. In this case, calls will be routed via the Customer Cell option Current setting is indicated by green check mark. Currently routing to SSA IVR IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 42

43 Scenario 2: RACC Before routing to the Customer Cell group, the phone number attached to that group needs to be modified. This will be done in the Destinations Browse Click on Submit to show all preset routing destinations Click on the Customer Cell group to modify the current details IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 43

44 Scenario 2: RACC The desired new phone number will be entered in the Customer Cell destination in order to update routing destination Select Edit in order to modify the details of this destination Updated test box with new phone number and then save the update IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 44

45 Scenario 2: RACC Upon return to the Inbound TFN Section of Vail RACC, routing to the Customer Cell group is set to Active. The routing for the SSA phone number is now set to go directly to the customer cell phone Select Activate to set the Routing to the Customer Cell group Current setting is indicated by green check mark. Currently routing to Customer Cell Group IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 45

46 Scenario #3 Social Media Demo Slides 3a: RightNow Cloud Monitor Search Tool 3b: RightNow Integration with Facebook 3c: RightNow out-of-the-box analytics IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 46

47 Scenario 3a: RightNow Cloud Monitor Search Tool Listening to the Voice of the Customer Cloud Monitor s search capability allows you to monitor relevant customer conversations on the social web and then determine actionable next steps, whether to simply respond or create a service case. Searches encompass multiple channels from the same application and using the same key words. Search terms are stored for repeated use. Future searches can be tailored based on customer themes and trends. Scheduling automatically executes the searches at the specified time and day, saving time and money for your organization and ensuring searches are performed on a regular basis to receive high quality results. RightNow s patented SmartSense sentiment analysis rates search results according to positive or negative key words to help you to prioritize responses, especially negative feedback or high impact issues IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 47

48 Scenario 3a: RightNow Cloud Monitor Search Tool Agent logs into Right Now and performs a search of Social Media channels using the Cloud Monitor feature to view ongoing conversations on Twitter regarding their agency. Agent sets the channel to Twitter and selects the Recurrence to make this a regularly scheduled search. Searches can be performed on a number of Social Media channels including the agency s Facebook fanpage, Twitter, YouTube, etc. Agent sets the Recurrence to make this a regularly scheduled search. One or more keywords can be provided to narrow the results. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 48

49 Scenario 3a: RightNow Cloud Monitor Search Tool Agent sets the search to occur at 9 AM every Monday through Wednesday, with no end date. Searches can be performed on the 15-minute mark of any hour. Days of the week or month can be selected. Once the scheduling has been selected, Agent selects OK. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 49

50 Scenario 3a: RightNow Cloud Monitor Search Tool Agent prioritizes the results by sorting on the SmartSense indicator, which rates posts based on their content from positive (blue) to negative (red). Agent right clicks on a particular result to create an incident. A link to the original post, the Smart Sense indicator, date, poster, and text of the post are all viewable. Smart Sense assigns a rating from positive to negative based on the text of the post. Agent right clicks on a search result and selects Create Incident (also available in the tool bar across the top). IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 50

51 Scenario 3a: RightNow Cloud Monitor Search Tool Agent is able to route the incident to the correct resource for the appropriate resolution and include a personal note about the incident. Agent types a private note to the resource assigned to the incident. There is an option to respond directly to the posting on Twitter. The incident can be assigned to one of a number of configurable identifying attributes including the Status and Owner, and the Product, Category, Disposition, and Queue for handling. A complete history of the incident is available, including the link to the original posting and any updates made within RightNow. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 51

52 Scenario 3a: RightNow Cloud Monitor Search Tool Agent is able to respond directly to the Tweet natively from within the RightNow application. The response will show up in Twitter from the appropriate handle name as a reply to the original Tweet. Agent adds a Response via Twitter that appears as a tweet back at the customer. The Agent s Response appears on Twitter from the Agency s handle name. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 52

53 Scenario 3b: RightNow CX Integration with Facebook Interact with your customers where they already are Integration of RightNow CX with your new or existing Facebook fan page enables you to provide a consistent customer service experience. With over 600 million users world-wide, your customers are already on Facebook. The Need Assistance tab is easily integrated into your Facebook fan page to help customers locate information about your organization and its programs. Smart Assistant uses customer interaction data to suggest relevant help topics from your knowledge base, promoting self service and providing an experience consistent with other channels such as your agency website. Customers can submit private inquiries via the Ask a Question form. These inquiries are automatically created as incidents in the RightNow platform. Customers can view the history and track the status of their inquiries on the Your Support Account tab. Your customers can navigate to the Need Assistance Customer Service tab to find the information they need! IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 53

54 Scenario 3b: RightNow Integration with Facebook A customer, already a fan of the National Government Agency fan page, logs into Facebook and notices the latest NGA post on the newsfeed about the top ten baby names for Customer clicks on the link, reads the article and notices the plug for additional Medicare aid IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 54

55 Scenario 3b: RightNow Integration with Facebook The customer navigates to the NGA Facebook fan page, in hopes of finding more information on this additional Medicare funding. The Need Assistance feature allows customers to find the right answer! The customer types in a question for more information, but is unable to find a relevant response. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 55

56 Scenario 3b: RightNow Integration with Facebook Fortunately, due to the RightNow Technology Facebook Integration, the customer is able to Ask a Question directly to NGA via Facebook! 7 The customer navigates to the Ask a Question tab to submit a private question directly to NGA. After filling out the AAQ form, the customer clicks Submit and receives a notification on Facebook that their question has been submitted to NGA. The customer also receives an notification. 8 IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 56

57 Scenario 3b: RightNow Integration with Facebook Meanwhile, at the NGA customer service center, a social media agent receives the question submitted by the customer via Facebook. From the Incidents view, the agent is able to see all the latest incidents, including the one just submitted via Facebook. The Incident View allows the agent to manage the incident in multiple ways. 9 The agent s response will be sent to the customer via the The agent clicks on the latest incident referencing the 4K additional Medicare Funding to open the incident and determine the next step in responding to the customer s inquiry. same as associated with the customer s Facebook account. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 57 The right panel provides a view of the communication regarding the incident, both internal NGA and external to the customer.

58 Scenario 3b: RightNow Integration with Facebook The agent utilizes RightNow capabilities of SmartAssistant and Search KnowledgeBase to find a suitable response to the customer s inquiry. If the agent were unable to find a relevant response, a request to add content to the Knowledge base would be submitted and this task would be completed through the Answers portion of the RNT platform. 9 The agent s searches return relevant The agent s searches do information regarding the customer s not return relevant inquiry on the $4K additional information regarding the prescription drug benefits. customer s inquiry on the The agent inserts the response via $4K additional prescription the Add as Text option into the drug benefits. Message Thread window. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 58

59 Scenario 3b: RightNow Integration with Facebook The agent responds to the customer s inquiry via . The customer receives another with the response from NGA and can also view the response on the Your Support Account tab within Facebook. The customer is now able to navigate to the proper portion of the NGA site to submit an application for the additional $4,000 Medicare Prescription benefits! The agent inserts the relevant answer into the message thread and replies to the customer via the associated with his/her Facebook account. The answer will appear without the HTML script for the customer. The customer is able to view the NGA response in both hi/her personal and the Your Support Account tab tab within the Need Assistance Customer Support tab. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 59

60 Scenario 3c: RightNow out-of-the-box analytics Insight into real-time data yields service success RightNow Analytics can improve the customer experience, increase customer loyalty and drive more revenue. The RightNow Reports Explorer contains over 700 out-of-the-box reports, which can help your organization make smarter, faster and more impactful decisions by providing actionable analytical insights. The SmartSense Trend Report will help your agency understand trends and influence how you re perceived in social media discussions. The Key Contributors Report will identify key customers commenting on your products and services and provide the ability to interact with them in a targeted way. The Service Analytics measure service incident resolution performance & effectiveness. This helps to ensure your organization meets SLA goals and identifies areas for improvement, if needed. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 60

61 Scenario 3c: RightNow custom analytics Configurable reports add value to your organization All RightNow out-of-the-box reports are configurable in the Custom Report Design center to easily create customized analyses targeted to your organization s unique needs and processes. Intuitive drag-and-drop graphical interface eases report design and configuration. Customization abilities include content, layout, filters, and style to mold the reports to fit your unique business needs Data across all RightNow modules is stored in the CX operational database, providing a 360 degree view of the customer. Therefore, combined reports from all modules provide complete insight. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 61 The Custom Report Design center allows customers to easily configure and design reports

62 Solution Architecture Slides IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 62

63 1. Enhancing the Customer Experience IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 63

64 2. Reducing Time to Implement Centralized, Virtual Government Cloud Technology Infrastructure Scales on Demand While Protecting Sensitive Information HIPAA, SAS70, SOX, and PCI compliant Function Style Impact Technology Centralized IP-Based Voice and Data Reporting Centralized, converged IP platform Centralized, data warehouse, reporting Standardized, scalable, reliable, flexible Enterprise view all interactions Business Continuity Centralized, virtual environment Multiple sites operating as single center, best practices Centralized Migrated to 100% IP-based architecture Centralized governance of sales, pricing, technology, human capital, operations, finance, and risk management Standardized Operating software applications Automated and virtualized hiring and training Virtualized One common global delivery model with assets and employees that can seamlessly serve TeleTech Confidential and Proprietary. IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 64

65 The Solution Architecture Telephony Enabled Inbound and Outbound Capabilities Inbound Call Handling Uses VoIP network to support the convergence of voice and data traffic on one infrastructure High availability speech enabled IVR session to Initiated Protocol (SIP)/VoIP, calls providing functionality for both speech recognition and responses using the touch tone keys of their telephone and Dual Tone Multi-Frequency (DTMF) Fully Redundant Advanced Network Routing Solution with both ICM Integration and Web Portal to Drive Routing Logic that supports the customer s Advanced Toll Free Routing Capabilities Supports multiple language and TDD/TTY calls Ability to process 5,500 concurrent inbound calls Outbound Dialer Campaigns Progressive Dialing mode to place calls and connect them to agents. With Progressive Dialing, the system only initiates calls when an agent is available Predictive Dialing mode is advantageous, where it takes multiple calls to the queue at any given time. With Predictive Dialing, the system will pace the agent talk time, after-call work time and call volume goals Keeps your dialer dialing! Result Campaign changes List changes Late list arrival Exception handling List recycling Staffing changes Policy changes Benefits IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 65 TeleTech Confidential and Proprietary.

66 The Solution Architecture Agent Productivity Applications Enable Efficient Use of Resources to Deliver Effective Service Service Quality Monitoring EyeQ360 captures both voice and screen recordings directly from the agent computer without additional devices or CTI components connected to the ACD. EyeQ360 provides data for all monitored calls, Call Monitoring Data by call center and monitoring session accessible through a standard Web browser and media player on the client workstation. Workforce Management ewfm is used to reduce the complexities of staffing in a multi-skill, multi-media and multi-site call center environment by allowing operations to forecast and balance call volumes with the appropriate level of staffing support Account Management OnePort is a TeleTech developed application, which can directly manage accounts for five applications and provides Help Desk tickets for the five applications which require manual inputs from TeleTech Powerful Analytics Real-Time Analytics is a robust, automated root cause and trend analysis solution that accesses data from a wide range of sources across a company s enterprise to identify trends and root causes to virtually any business process IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 66 TeleTech Confidential and Proprietary.

67 The Solution Architecture Case Management Provides the ability to collect, display, store assign to a queue, and otherwise modify any customer data within a transaction Knowledge Management A thin client application hosted on a web server in a TeleTech Data Center Agents access Knowledge Management via web browser, configured and extended to fit client information Incident Management Record and annotate incident (outage) and problem management information Once an incident is closed, the Service Desk will open a Problem Management Ticket and assign it to the resolution team Asset Management Month to date performance on key metrics that drive client results Day-to-day performance tracking Incentive calculator and base pay tracking eyeq360 TM (Quality Assurance) Timekeeping ewfm Flexible, Integrated COTS and Customer CRM Applications Fully Supported by 24/7/365 Help Desk IBM Smarter Customer Service 2010 IBM Corporation, IBM Confidential 67 Supervisor Experience Gives supervisors effective tools to manage performance metrics that drive client results Automates supervisor administrative tasks: Coaching Corrective Actions Discussion Logs Recognition TeleTech Confidential and Proprietary.

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