Customer Experience Management A Multi-Channel Solution

Transcription

1 Customer Experience Management A Multi-Channel Solution we connect. we deliver. Pranav Patel VP, Product Engineering

2 Automated Communication Solutions that Strengthen Customer Engagement A pioneer in multi-channel communications, delivering more than 4 Billion Texts, voice alerts, and notifications to the commercial, utility and healthcare space The world s largest provider of conferencing and collaboration solutions, facilitating 159 Million Conference calls annually 64 Billion Voice minutes annually Provider of the nation s 911 infrastructure, facilitating Leader in contact center modernization and consumer engagement with 290 Million 911 call per year 2

3 West s Suite of Technology-Enabled Communication Solutions Unified Communications & Conferencing Services Audio/Web conferencing and collaboration Audio/video webcasting services Virtual event & digital media hosting Hosted IP-PBX & enterprise call management, IP trunking and managed MPLS network services Interactive Services Connected Customer Experience IVR & Self-Service Proactive Communications & Mobility Cloud Contact Center Professional Services Safety Services Network services, Telephony systems and services, solutions for enterprise VoIP and UC Telecom Services Primarily serves telecommunication carriers via: Toll free origination Termination services Telephone number service Specialized Agent Services Healthcare & wellness advocacy services Business-to-business services Cost containment services 3

4 Customer Experience Management (CXM) Channel Agnostic & Context-Aware Interactions 4

5 Multi-Channel Consistency - Top CX Priority in 2015 for Gartner Clients Source: Gartner. Survey Analysis: The State of Customer Experience Innovation,

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7 What does all this mean? Customers want to connect with a company with their choice of communication channel Voice Recent History Agent It is expected that the company knows the customer Customer Past History It is expected that the customer experience is consistent across all channels of communication Social Consumer Identity Video We are in an era of Consumer Driven Care Web 7

8 Building CXM Ecosystem A scalable, loosely coupled ecosystem of platforms, applications, services and devices 8

9 Meaningful Engagement Intelligent Conversational IVR Predictive Intent, Improved NL handling SMS (Text Messaging) NL Better CX through recognition of customer intent SMS Assistant 2-way conversation with live agent via text messaging Multi-modal IVR Interact in real-time across voice, web & SMS simultaneously Rich content & mobile experience without downloading an app 9

10 Text Messaging Without Rules SMS Natural Language Benefits & Features Customers use their own natural texting language including abbreviations, slang or "SMS speak Reporting to monitor confidence levels and overall customer intent Normalization libraries and analytics offers subsecond classification decisions on intent and sentiment Feedback from human verification of the decisions made from the classification engine to increase accuracy Increase the usability of text messaging by allowing people to use natural language without the limitations of syntax, format or structure 10

11 Missed Opportunity to Engage Real Examples To report an outage, text OUT and then your account number. Example: OUT Real utility customers who did not know they were dealing with an automated system I would like to report a power outage at 6992 N. 78th street Tampa FL Lightning struck the transformer power is out for entire neighbourhood. No power 4400 cobia Tampa Our transformer was hit I seen it happen We didn t recognize your response. Please try again or call ( ). Text HELP for help or STOP to cancel. Power Is out at 1017 w peninsular But see power on other neighboring homes...not sleeping an outage on maps...do use Oxygen... can u respond Thanks for the update, this is great! Electricity is out in neighborhood. 11

12 Engage Using SMS Natural Language Automated Response Engaging with Natural Language 12

13 Central Identity MultiModal IVR Complex Event Processing Natural Language Business Rules Engine CXM Ecosystem Business Analytics CXM Portal Notifications Preference Management Networking Queuing & Routing 13

14 we connect. we deliver. Thank You