Next-Gen Contact Center Technology Trends. Sheila McGee-Smith McGee-Smith Analytics

Transcription

1 Next-Gen Contact Center Technology Trends Sheila McGee-Smith McGee-Smith Analytics

2 Channel management: 2014 What channels are managed by the contact centre? n 811 Telephone Internet IVR (touchtone) self-service SMS (text messaging) Social media - Facebook, Twitter, etc Web chat Smartphone application services Speech self-service Now Available within next 12 months Planned for 24 months Copyright Dimension Data 2

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5 First-Contact Resolution Success Rate by Channel % 65% % 41% SELF SERVICE (WEBSITE) CALL ON PHONE ONLINE CHAT 5

6 Contact Center 2015 Cloud Choices Cloud Hybrid Customer Journey Context Mobile Video Internet of Things 6

7 Contact Center Application Providers emphasizing multiple deployment options 7

8 ShoreTel CEO The common platform will provide an improved user interface and a range of new features while operating in three consumption models cloud, premises and hybrid Hybrid the Big Story for UC/CC firms 8

9 Case Study: Global CX Solution in 20 Days CUSTOMER: Global Business Process Outsourcer Awarded a major US public agency contract Needs a solution within a month Needs scale and feature flexibility SOLUTION: Virtual Contact Center (VCC) 4,300 agents IP Toll Free service Speech solution Database integration for intelligent routing 20 days from contract through implementation Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9

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12 Avaya Aura Engagement Development Platform 12

13 Corvisa Product Suite Business Phone System Contact Center Suite Connectivity Services Summit Platform Full development platform to customize Corvisa products or to build voice/sms apps and features Fully hosted, scaled and supported by Corvisa Integrated Solutions Future Vendors

14 Avaya Agent for Chrome Customer Engagement Solution OnAvaya Powered by Google Cloud Platform

15 Contact Center 2015 Cloud Choices Cloud Hybrid Customer Journey Context Mobile Video Internet of Things 15

16 Altocloud Predictive Communications Journey Patterns Identify Important Behaviors Visitor Profiles Action Maps Persona Rules Machine Learning Categorize & Segment Business Outcomes Real-time Communications Voice, Video, Chat, Personalized Content 16

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18 AppDynamics Example Proactive Invites Based on Customer Profile and Journey + = Mobile phone (ios) Non-business domain Social ID known 6 th visit to site Arrived from Twitter link. Research, Pricing, Trial do nothing? Likely Trial: Don t interrupt Anonymous Business domain Not yet a customer 15th visit to site + = Thorough research needs push to action? Hot Prospect : Offer chat or Trial URL 18

19 Cisco Context Service Works with all platforms UCCE, UCCX, HCS, PCCE Altocloud demo ed at EC15 their integration Claimed it was done n about a week with RESTful APIs and standard documentation Nodes can be put into a routing script Look for context and make routing decisions based on it 1 st customer shipment scheduled for June 15 19

20 FACTS Mobile & web are the new face of customer engagement. Over 90% of users would replace customer channels with a mobile app By 2015, at least 60% of Internet users will opt for mobile customer service as their first option Desk.com live video & co-browse Esurance video claims appraisal Amex video chat in tablet app Nationwide Now remote mortgage advisor CaféX Communications Confidential 2015 All Rights Reserved. 20

21 Case Study: Financial Card Services Enable 45K platinum members with contextual video chat with CC agents Card member initiates voice or video call from app 30% reduction in interaction time Higher CSAT - 4 pts increase in NPS Higher conversion rate + upsell Stronger client-advisor relationships Agents get more human, personal experience Call is routed based on caller status/profile, product to agent/concierge CaféX Fusion + Cisco UCCE Contact Center (CVP, ICM, EX-60, Finesse) Account info, online activity screen popped to agent / concierge with video call CaféX Communications Confidential 2015 All Rights Reserved. 21

22 Case Study: Insurance Provider Client starts in web/mobile app In-app video chat with agent Co-browse, remote app control File share & annotate Video Enhanced Quote New Client Onboarding Claims Acceleration Virtual Agent Remote Adjuster CaféX Communications Confidential 2015 All Rights Reserved. 22

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26 Why Context Store? Bridge the Chasm between Web, Mobile, Enterprise For Your Customer Improve Customer Experience Seamless, consistent experience Personalized Faster resolution For Your Business Greater Efficiencies Better actionable insight and decision making Improved resource utilization Better enterprise wide engagement 26

27 Potential Applications Contact Routing Contact Transfer Customer Satisfaction Survey All relevant context inserted into the contact Context can be used for routing and agent screen pops Context utilized for better queue selection Provides resources immediate insight into contact to date All relevant updates inserted into the contact Context can be retrieved from the Context Store to facilitate the handover during transfer Provides agent with immediate insight into contact to date Eliminates unnecessary repeats for customer Context in Context Store updated with all relevant information about agent s service, during both call and survey Provides 360 insight into experience 27

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29 Customer Journey Management

30 30 Agent Foresight

31 Agent Foresight

32 Customer Engagement Analytics Call Volume Optimization Customer Journey Optimization IVR Optimization Real Time Web Engage 3rd party application Shared Applications Analyst Workspace Managerial Dashboards Data Exploration Tools Scenario Builder Cross Channel Player NICE Applications Framework Batch Export Real Time Interface Cross Channel Logic Categorization Contact Reasoning Customer Journey Decisions Engine C-SQL CEA Data Store SQL CEA BI Database Analytics Text Analytics Behavioral Analytics Predictive Analytics Enrichment Agent Entity Customer Identity Data Enrichment Real-Time Connectivity Machine Learning Data Management Batch Connectivity Interactions and Transactions NICE Engage Chat Feedback Phone IVR Web Mobile Social Retail Agent Notes Billing Users Data Other

33 How do Customer Journey solutions this fit into existing implementations? Customer Journey as a marketing message is maturing Customer Journey as a delivered software solution is in its infancy Most CJ solutions today are overlays Least so are Cisco and Avaya, but the former are partner solutions and Avaya s immature All solutions today require a significant amount of pro services to deploy (and concomitant time and cost) The best way to think about a CJ deployment initially is as a business outcome-driven exercise, for a (set of) specific journeys

34 Contact Center 2015 Cloud Choices Cloud Hybrid Customer Journey Context Mobile Video Internet of Things 34

35 Customer Experience and The Internet of Things Internet of Things Interconnection of uniquely identifiable embedded computing devices within the existing internet infrastructure These things have Identities and virtual personalities Operating in smart spaces using intelligence interfaces Connect and communicate within social, environmental and user contexts Applications of IoT include: Dynamic control of industry and daily life Improve resources utilization Act as technology integrators etc.

36 36 Internet of Things

37 Thank You!