Solidus ecare 2014: Trends, Use Cases & Product News BRUM : April 2014

Transcription

1 Solidus ecare 2014: Trends, Use Cases & Product News BRUM : April Aastra Deutschland GmbH 1

2 Agenda Addressing market trends with Solidus ecare Solidus ecare in Brief / social media integration Attendant Agent Exemplary use cases of CEBP and Self Service Roadmap 2014 Aastra Deutschland GmbH 2

3 Contact Center Trends Mobility Profit centers; and App leveraging support opportunities to up sell Open Media & Video Social Media Integration SaaS, Public & Private clouds 360 View of the customer experience LE Contact Center Market Trends & Opportunities Self Service and Monitoring 2014 Aastra Deutschland GmbH 3

4 Self Service is What is made off the tools and technology How tools and technology are integrated in the customer processes Requires an integration effort and knowledge about the processes before integration work starts Enabling self service means process integration. An effort to purchase as professional service from the integrator Self Service Definition by Current Analysis : describes the non-assisted component, meaning the elements of the contact center where there is no agent intervention such as IVR, knowledgebase, self-service portals, etc Aastra Deutschland GmbH 4

5 It is Not About the Technology! Improve Profitability Reduce costs Improved Business Processes Enterprise UCC Mobility Customer Care Improve performance Enhance Customer Experience Business Process Integration Protect Investments Align with the Enterprises goals It is About the Business Needs! 2014 Aastra Deutschland GmbH 5

6 Customer Experience Center (CEC) The next and advanced step of Self Service Proactive not reactive Reactive Pro-Active proposals = inform and ask the customer to contact = inform and offer choices of re-solution Customer gains a very positive experience Positive service testimonials Brand ambassador Solidus ecare Open Media Connect as enabler 2014 Aastra Deutschland GmbH 6

7 Agenda Addressing market trends with Solidus ecare Solidus ecare in Brief / Social Media integration Attendant Agent Exemplary use cases of CEBP and Self Service Roadmap 2014 Aastra Deutschland GmbH 7

8 Solidus ecare 8.2 (2013): BluStar Agent New agent application New development technology Modern GUI New GUI Single window Multiple Tabs Custom Browser Tabs Two modes: CTI call control SIP softphone Outbound and self service improvements Open Media Connect 2014 Aastra Deutschland GmbH 8

9 Aastra Open Media Connect A new media can be routed to agents: Work items A work item is any abstract task to distribute to agents Files Information Documents, Social media Logistics Alarms Any external application can submit new work items Via a new Web Services interface in Solidus These work items can be routed to contact center agents Using the usual skills-based routing engine > New purpose for a Service Group: Open Media Media blending is supported if configured to do so 2014 Aastra Deutschland GmbH 9

10 Social Media in the Contact Center Two flavors of social media in the contact center: Converse with your customers using social media > Answer directed questions Monitor what is being said on social media > About your company, your products, your services Social media plug-in Or by integrating with third-party social media hubs 2014 Aastra Deutschland GmbH 10

11 Before you start integrating Social Media Social media changes paradigms in the communication Communication between Agents and customers is > No longer private > Archived in public Be aware of escalation potential Think of an escalation model Think of communication experts or specifically qualified employees to answer social media rather than Agents 2014 Aastra Deutschland GmbH 11

12 Solidus ecare Social Media Plug-in Facebook and Twitter can be plugged directly to Solidus ecare Features offered: Permanently monitors messages posted on your company s Facebook and Twitter accounts Routes each post to a skilled agent The agent can view the post and reply to it Preferred agent routing for: o Additional comments or replies o Posts/comments from same customer Statistics 2014 Aastra Deutschland GmbH 12

13 Social Media Hubs Solidus ecare can integrate with third-party social media hubs The hub is the gateway to the social media world: Participates to conversations on any social media platform > Facebook, Twitter, YouTube, Google+, blogs,... Monitors what your target audience thinks of you > Your company, your products, your services > On the same wide variety of social media platforms... Social Media Hub Solidus ecare Solidus ecare is the routing engine: Routes each message or alert to the most appropriate agent Blends them with traditional contact center media Offers real-time and differed statistics about agents activities 2014 Aastra Deutschland GmbH 13

14 Solidus ecare Social Media Hub interface Social media hub provides Facebook and Twitter connectivity It integrates Solidus ecare Open Media A screen pops up to the agent allowing to search in FAQ, reply from a template etc. No direct connection Social Media hub as abstraction layer 2014 Aastra Deutschland GmbH 14

15 Solidus ecare Attendant Agent The integration is done entirely on the server side ACS AP - Solidus ecare (router) Solidus ecare Open Media API Clients coexist No compromise in any client Full functionality in each client BluStar Agent InAttend (SIP-based) > Softphone-based Statistics generated in Solidus ecare 2014 Aastra Deutschland GmbH 15

16 Agenda Addressing market trends with Solidus ecare Soidus ecare in Brief Attendant Agent Exemplary use cases of CEBP and Self Service Roadmap 2014 Aastra Deutschland GmbH 16

17 The classic CRM Interface: Carlsberg Brewery SAP CRM Interface for the order desk Main interface but offers no routing One GUI to the Agent Only CRM GUI IVR and Agent selection is done prior to the call presented to the agent Agent ready/ not ready indication in the Windows notification area Telephony functions hold, transfer, consult via SAP Phone buttons The Agent shall not loose focus 2014 Aastra Deutschland GmbH 17

18 Other examples of CRM Integration: 2014 Aastra Deutschland GmbH 18

19 Solidus ecare self service for ticket sales IVR as central entry point for members and customer related voice services The IVR offers an automated Ticket Ordering system Use the same steps as the online ticket ordering for increased convenience 2014 Aastra Deutschland GmbH 19

20 Self Services for ticket ordering 2014 Aastra Deutschland GmbH 20

21 Taxi Co: Self Service Integration with mobile app Similar concept applies for taxi dispatch Location is either stored in the database (home address) transmitted by the app (geolocation) or from a middleware (fleet management) A lot of this can be done automatically even without involvement of agents The routing and reporting mechanism does not necessarily need an Agent as Target 2014 Aastra Deutschland GmbH 21

22 Airline: Increased revenue from support Travel agencies call airline to check seat availability or for special arrangements Travel agencies rated according to revenue they generate Agencies are charged for service on a per-call basis, both incoming and outgoing calls Number and duration of incoming / outgoing calls reported Callers identity provided to the agent (Travel Agency Name and unique Identifier). The unique Travel Agency Identifier (IATA number) provided to the agent in a convenient way Agents are multi-skilled, i.e. able to answer business and leisure calls. Business service level not decreased by a high number of leisure calls Reporting of outgoing calls required Use of regular charge metering prohibited by workers council Outgoing calls only logged when destination is a travel agency 2014 Aastra Deutschland GmbH 22

23 Healthcare: Self Service for resource optimization 10,000 patients, 700,000 calls / year 5 locations Reduce inpatient and outpatient missed appointments Improve appointment booking efficiency Virtual solution combining all locations ACD and IVR route patients to the right department Automatic call back when no free agent available 20% of missed appointments dramatically reduced by SMS reminder of forthcoming appointments Once the SMS is received patients can confirm or postpone the appointment Efficiency increase Better workforce management 2014 Aastra Deutschland GmbH 23

24 CEBP: Entrance and Exit of an employee Replace manual circulation or routing slips Process : registration of master data for a new hire is started by HR and triggers an automatic standard process based on job profile and personal data > a) IT Task: create user account and address, privileges > b) create badge and access authorization > c) mobile phone and phone number assignment > d) Supervisor confirms his availability on the first working day or assigns a delegate > e) On the first working day the new employee receives the user name and initial password per sms form sheets or to do lists could be displayed in BSA and agent is busy while performing these taks Continuous process monitoring and escalation options Automatic re-assignment of tasks to delegate if a defined process time is exceeded 2014 Aastra Deutschland GmbH 24

25 Roadmap Overview Aastra 2013

26 Release 8.3 GA in May 2014 Mobile Agent Mobile Supervisor Facebook and Twitter plug-in Switch independence 06/04/ Aastra Deutschland GmbH 26

27 Mobile Agent Web application for Phone Agents Log on to Solidus ecare View own status (ready, not ready, etc.) Change own status (ready, not ready + reason) View service groups real-time information Designed for smartphones and tablets supports most mobile OS and browsers Accessible from the Internet 06/04/ Aastra Deutschland GmbH 27

28 Mobile Supervisor Web application for supervisors View service groups real-time information Coloring based on goal and alarm thresholds Smartphone's and tablets supports most mobile OS and browsers Accessible from the Internet 06/04/ Aastra Deutschland GmbH 28

29 Platform Agnostic Solidus ecare Solidus ecare and Attendant Agent can be integrated on any Call manager platform using SIP trunk integration (Platform Agnostic) Call Managers especially supported in Attendant Agent and Solidus ecare 8.3 MX-ONE Aastra 400 Lync Cisco > using SIP Trunk to enable full Attendant functionality in Lync Voice environments and mixed Comm. Server and Lync installations. > SIP Trunk interface is Lync certified 2014 Aastra Deutschland GmbH 29

30 Thank you 2014 Aastra Deutschland GmbH 30