Customer Care Experience

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Care Experience"

Transcription

1 Customer Care Experience Christian Raahave Product Sales Specialist Michael Ahrensburg Consulting System Engineer

2 They are talking about you!

3 Three Waves of Contact Center Innovation Multiple channels but little crosschannel consistency Consistent experience across all channels Wave 2: Multichannel Today Wave 3: Omnichannel SMS Web Mobile Wave 1: Voice Channel Online Customer Care Center Branch Chat Social Media Customer Contact Center Kiosk Brick and Mortar Voice Borderless Customer Care

4 Human behavior Catch me Know me Make it easy 4 me Connect me Surprise me Make me feel

5 Outcomes of Customer Collaboration should be! Revenue Increase/Protection Connect Cost Control/Reduction FCR Brand Value/Recognition CES NPS Optimize Engage

6 Business Outcomes in The Contact Center Word-of Mouth NPS Customer Effort Score Customer Lifetime Value (CLV) First Contact Resolution

7 Goal: Loyal Customers Effectiveness Loyalty and LOB Quadrant Customer Effort NPS First Contact Resolution Efficiency Service Level CSAT Efficiency and Operations Quadrant Low High Relevancy to Business Outcome

8 The ultimate question

9 Total Customer Experience Moments of Truth Connect with customers across multiple channels Engage with consistency and context Optimize interactions with a single platform and reporting Social Web/ App Contact Ctr Data Analytics Store Community Research Engage Convince Decide Buy Support Tweets Friends and Family Customer Engagement Exchange Interactive App with Chat and Voice Immersive Kiosk Mobile Video Remote Expert Web, Social, Video, and Self-Service

10 In space no one can hear you scream

11 Drivers of disloyalty 57% Must switch from web self-serve to voice 56% Consumers have to re-explain issue THE EXCEPTIONAL SERVICE CHALLENGE Transferred during support session 59 % 50% Cumbersome Authentication Must contact repeatedly to resolve issue 62%

12 Characteristics on Customer Loyalty More Loyal Total Potential Impact: 1x.14x Effort: First Contact Resolution Neutral.86x Moments of Wow: Teaching the customer something new 1 Wow & Delight Effort: More than One Contact to Resolve (2.52x) 2 Customer Effort 3 Agent Experience & Style Rep Experience: Generic Service (.52x) Effort: Repeating Information (.46x) Effort: Perceived Additional Effort to Resolve Effort: Transfers More Disloyal (.46x) (.20x) Total Potential Impact: (3.93x) N= customers Source: CEB, 2013

13 How to avoid transfers and repeated calls Agent Screen Recording (AQM) Additional Metadata call resolved to agent and custom via API Customized evaluation forms Visualization, including tagging

14 Data & Analytics - Unlock the Value Data Monetization Optimized Operations Customer Engagement Organizational Effectiveness Threat Minimization Source: Cisco Consulting Services primary research, 2013 $7.3T of the $19T IoE Opportunity over the Next 10 Years will be Realized Through Data & Analytics

15 Engage with Consistency and Context

16 Disclaimer The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice. Consult your local Cisco business contact for information on the products or services available in your area. You can find additional information via Cisco s World Wide Web server at Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.

17 Cisco Finesse Web 2.0 Browser Based Desktop Agent State Controls Supervisor Reports Customizable Gadgets

18 Cisco Finesse Integrated Web-Chat and Gadget Chat and State Control Web-Chat Reply Pane

19 Context Service Business Challenges Businesses have little knowledge of their previous interactions with consumers across multiple channels Consumer frustration Wasted agent time Existing solutions are pricey, complex, or proprietary

20 Context Service Cloud-based storage of customer interaction data Chat Social Media Deliver Omnichannel Seamlessly Enables a complete view of the customer journey Phone IVR Customer Journey SMS Retail Better-informed agents provide a superior experience Mobile IoE Web Out-of-the-box Cisco platform integration Cisco Customer Collaboration Platforms Partner Applications Open web interfaces enable partner applications

21 Context Service Data Handling Chat Phone IVR Agent Social Media SMS Phone Customer Request Pod Pod POD Tag Tag Pod Pod POD Web Mobile IoE Retail Cisco Customer Collaboration Platforms Partner Applications

22 Context Service System of Engagement Context Service is the System of Engagement Fulfillment Business applications continue to function as the System of Record A Request can map to one or more business applications to represent customer s view One business process may consider issue as resolved but it may not be customer s view Omnichannel Business Process Request Marketing CRM Systems of record may communicate with each other via an Enterprise Service Bus without Context Service 25

23 Context Service Out of the box feature of CCE and CCX solutions New gadget in Finesse hosted from cloud Shows all Requests and PODs by Customer Org can customize fields layout via the new cloud management interface Sample Screen Actual version may differ 26

24 Context Service

25 Context Service Example Use Cases Customer Interaction History Route to last agent or preferred agent Route to same agent on channel shift Route based on customer sentiment from previous call Track IVR path Trending issues based on popular tags Agent search on similar issues by tag Build outbound campaigns based on tags

26 Context Service Summary Easy Channel agnostic Consumer journeys Secure

27 Total Customer Experience Connect Engage Optimize Interact with clients across channels Personalized and effective Greater Loyalty, value, and repeat spending Effortless Experience Increase Productivity Tools and flexibility to Empower people Deliver Consistent outcomes Single Platform reducing complexity, for simpler integration and lower TCO Simplified admin, configuration, management, services, and reporting

28

Driving Growth and Success with Omnichannel. Darko Zlatic PSS/CSE EMEAR Customer Collaboration

Driving Growth and Success with Omnichannel. Darko Zlatic PSS/CSE EMEAR Customer Collaboration Driving Growth and Success with Omnichannel Darko Zlatic PSS/CSE EMEAR Customer Collaboration What changes we see happening? 1. Prosumer? 2015 4 2. New Business Outcomes Net Promoter Score (NPS) 6 Customer

More information

Cisco Omnichannel Contact Center. The Digital Shift of Customer Service

Cisco Omnichannel Contact Center. The Digital Shift of Customer Service Cisco Omnichannel Contact Center The Digital Shift of Customer Service Cisco Omnichannel Contact Center Ahmed Zaghmouri Strategic Product Sales Specialist Customer Collaboration Customer Service has Gone

More information

Get back to a personalized customer experience.

Get back to a personalized customer experience. How-To Guide Get back to a personalized How-To Guide: Bringing Customer Satisfaction to the Forefront How is service changing? Think of service in three waves: Wave one is how service was in the past,

More information

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes

SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

IMPROVE CUSTOMER EXPERIENCE AND TRUST.

IMPROVE CUSTOMER EXPERIENCE AND TRUST. The right technologies help IMPROVE CUSTOMER EXPERIENCE AND TRUST. 58% of customers say switching banks or insurers isn t difficult. BASED ON RESEARCH FROM Helping the financial industry SOLVE THE CUSTOMER

More information

Customer Experience By Design The Game Changer

Customer Experience By Design The Game Changer Customer Experience By Design The Game Changer Manila Kuala Lumpur Singapore Jakarta 1 Key Challenges Over the last 10 years, customer s trust in big business has declined rapidly. Customer have become

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Solution White Paper. b+s Fusion for Finesse. March 2016 Todd Samalin, Sales Engineer

Solution White Paper. b+s Fusion for Finesse. March 2016 Todd Samalin, Sales Engineer Solution White Paper b+s Fusion for Finesse March 2016 Todd Samalin, Sales Engineer Inhalt Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 b+s Fusion CRM... 4 b+s

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Solution White Paper b+s Fusion for Finesse

Solution White Paper b+s Fusion for Finesse Solution White Paper b+s Fusion for Finesse December 2015 Todd Samalin, Sales Engineer Index Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 Bucher + Suter s Fusion

More information

Transforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist

Transforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist Transforming Communication Experience With Unified Collaboration Architecture Approach Ahmed Zaghmouri Product Sales Specialist Customer 2.0 Yesterday s solutions aren t enough. Customers want to be taken

More information

The Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting

The Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting The Omni-Channel Customer Experience Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting Contact Center Trends Sourcing options increasing cloudiness New capabilities

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Autonomous Customer 2015.

Autonomous Customer 2015. Autonomous Customer 2015. Leading on interaction and insight. Graham Fagan BSc, MSc, CMC, CITP, FICS. Head of Customer Experience and Multi-Channel BT Global Strategy Team Graham.Fagan@bt.com @graham_fagan

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

b+s Connects CCE Edition

b+s Connects CCE Edition b+s Connects CCE Edition A Business Whitepaper by Bucher + Suter May, 2014 Todd Samalin, Sales Engineer Contents General Introduction... 2 What is b+s Connects?... 2 b+s Connects Introduction... 2 Editions...

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE

How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer

More information

Solution White Paper CRM Connectors

Solution White Paper CRM Connectors Solution White Paper CRM Connectors March, 2016 Todd Samalin, Sales Engineer Index Introduction... 3 Why integrate?... 3 Unified multichannel contact center... 4 Screen pops... 5 Advanced CRM Functionality...

More information

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer

Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer Solution White Paper CRM Connectors April, 2015 Todd Samalin Sales Engineer Index Introduction... 3 Why integrate?... 5 Unified multichannel contact center... 6 Screen pops... 7 Advanced CRM Functionality...

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Cisco Finesse The Next Generation Agent Experience

Cisco Finesse The Next Generation Agent Experience Cisco Finesse The Next Generation Agent Experience Michael Ahrensburg Consulting Systems Engineer Axcess: Collaboration bændstof til vækst, 26 th and 27 th of August 2015 Agenda Finesse Overview Existing

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

b+s Connects CCX Edition

b+s Connects CCX Edition b+s Connects CCX Edition A Business Whitepaper by Bucher + Suter April, 2014 Todd Samalin, Sales Engineer Contents Introduction...2 What is b+s Connects?...2 b+s Connects for Salesforce...3 Architecture...4

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

LCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform

LCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform LCM for Cisco CCE and HCS Three-tiered contact life cycle management to amplify your Cisco platform A LIST AND CAMPAIGN MANAGEMENT SOLUTION TIGHTLY INTEGRATED TO THE CISCO CCE and HCS DIALER Influence

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Customer Effort and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement

Customer Effort and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement /richardsnow.ventanaresearch.com @rjsnowvr in/richardjsnow 1 Customer Expectations Channel of their choice

More information

WebRTC in ecommerce. Brent Kelly President & Principal Analyst Kelcor

WebRTC in ecommerce. Brent Kelly President & Principal Analyst Kelcor WebRTC in ecommerce Brent Kelly President & Principal Analyst Kelcor Speakers Sam Waicberg Senior Vice President, Strategic Accounts Vidyo Bruce Marler VP Technical Sales CaféX Speakers Sam Waicberg Senior

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

6 Elements of an Omnichannel Management Strategy

6 Elements of an Omnichannel Management Strategy 6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s

More information

Business Cloud Services Contact Center

Business Cloud Services Contact Center Business Cloud Services Contact Center Contact Center in the Cloud Customer Engagement Starts in the Cloud UNIVERGE BLUE Contact Center enables you to efficiently handle all customer communication channels

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

Five key trends are reshaping customer- experience management:

Five key trends are reshaping customer- experience management: Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption

More information

Simplify Customer Service with 360-Degree View of the Customer

Simplify Customer Service with 360-Degree View of the Customer Simplify Customer Service with 360-Degree View of the Customer Simplify Customer Service with 360-Degree View of the Customer Table of Contents Getting to Know You 3 Seeing the Full Picture 3 Mapping a

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

Everyone can change the web. Anytime. Anywhere.

Everyone can change the web. Anytime. Anywhere. Everyone can change the web. Anytime. Anywhere. Create a compelling, dimensional web experience and engage your customers. Experience is everything. 1 2 3 Experience Is Everything Why customers leave your

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL CUSTOMER SERVICE OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers

More information

Contact Center Technology Trends: Part 1

Contact Center Technology Trends: Part 1 Contact Center Technology Trends: Part 1 Cloud Computing Security Social Media Gamification Artificial Intelligence Information Brief July 2014 www.datamark.net Introduction The annual Call Center Week

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Omni-Channel Customer Service Demands the Intelligent Contact Center

Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer

More information

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

Reaching Customers Across Multiple Channels

Reaching Customers Across Multiple Channels Leading Provider of Cloud-Based Customer Experience Solutions Relies on Integrated, Modular WSO2 Middleware to Speed the Delivery of Services that Enhance User Engagement Businesses recognize that brand

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

Contact Center on Demand

Contact Center on Demand Contact Center on Demand Benefits Contact Center on Demand is a comprehensive, next-generation virtual contact center that allows you to: Manage end-to-end customer support and outreach services Interact

More information

CRM Integration for Cisco Contact Center

CRM Integration for Cisco Contact Center i Solution White Paper CRM Integration for Cisco Contact Center 1 December 2015 Todd Samalin, Sales Engineer Index Introduction... 3 CRM Integration Options... 3 b+s Fusion vs. b+s Connects... 4 b+s Connects...

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Transforming the Store Experience with Cisco Retail Solutions

Transforming the Store Experience with Cisco Retail Solutions Transforming the Store Experience with Cisco Retail Solutions A key goal for today s retailer is to become a true omnichannel business. Crossing the boundaries of digital and physical retail environments,

More information

How Omnichannel is Delivering on the Promise of Multichannel

How Omnichannel is Delivering on the Promise of Multichannel How Omnichannel is Delivering on the Promise of Multichannel Sheila McGee-Smith Principal Analyst McGee-Smith Analytics Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc. Contents

More information

RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL

RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL WWW.WIPRO.COM RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL Gaurav Sai Mittal Table of Contents 03 Introduction 04 Creating an Omni-Channel Experience Functional Building Blocks 05

More information

EUDATA WCS. Leap to Next Generation Customer Care

EUDATA WCS. Leap to Next Generation Customer Care EUDATA WCS Leap to Next Generation Customer Care What We Do We Develop products that enhance WEB customer care performance We are Experts in integrating these products into complex customer platforms We

More information

COSTUMER SERVICE MANAGEMENT COSTUMER SERVICE SCRIPTS SUPERVISION IVR, CHAT, EMAIL, VOICE, SMS COMPLAINT MANAGEMENT CAMPAIGNS MULTICHANNEL CRM

COSTUMER SERVICE MANAGEMENT COSTUMER SERVICE SCRIPTS SUPERVISION IVR, CHAT, EMAIL, VOICE, SMS COMPLAINT MANAGEMENT CAMPAIGNS MULTICHANNEL CRM ebankit 2014 The Contact Center Solution makes it possible for the Bank to have a totally integrated solution with its banking core/back ends and support applications such as CRM, Complaint Management,

More information

Contact Centers: Provide the Best Customer Experience for Business Success

Contact Centers: Provide the Best Customer Experience for Business Success White Paper Contact Centers: Provide the Best Customer Experience for Business Success What You Will Learn As contact centers enter their fifth decade of existence, emerging technological, business, and

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Customer Interaction Solutions

Customer Interaction Solutions Customer Interaction Solutions Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?

More information

The Next Generation of Retail Customer Interaction

The Next Generation of Retail Customer Interaction RETAIL The Next Generation of Retail Customer Interaction Strategies and Technologies for Meeting the Evolving Needs of Retail Customers The Next Generation of Retail Customer Interaction Strategies and

More information

Deliver superior customer experiences across all channels

Deliver superior customer experiences across all channels Deliver superior customer experiences across all channels Create an army of advocates who sing your praises It s a fact. Customer advocates are your greatest assets. They spend more, stay with you longer

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Customer Service First. Delivering a Consistently, Improved Service

Customer Service First. Delivering a Consistently, Improved Service Customer Service First Delivering a Consistently, Improved Service Amazing service means every interaction matters 67% of consumers use web self service to find answers to their questions Happier agents

More information

Call Centre Helper Skype and the Contact Centre

Call Centre Helper Skype and the Contact Centre Call Centre Helper Skype and the Contact Centre 20 th March 2014 @ 1.00pm UK time Guillaume Calot, Strategic Business director EMEA, Genesys Great CX Requires Managing All Touch points & Channels Customer

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed The Agile Company In 2001 in the Wasatch mountains of Utah Agile manifesto was signed Manifesto for Agile Software Development Individuals and interactions over processes and tools Working software over

More information

Enhancing Retail Banking Customer Experience

Enhancing Retail Banking Customer Experience Universal Banking Solution System Integration Consulting Business Process Outsourcing Experience can be defined as an event or activity which leaves a lasting impression. From a customer s perspective,

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

Odigo. Optimizing customer service through the cloud. Ready2Series

Odigo. Optimizing customer service through the cloud. Ready2Series Ready2Series Odigo Optimizing customer service through the cloud A unique cloud solution which transforms customer experience, reduces costs, and improves organizational efficiency. Give your customers

More information

Adobe Experience Manager: Commerce

Adobe Experience Manager: Commerce Adobe Experience Manager: Commerce Datasheet Adobe Experience Manager: Commerce Benefits of e-commerce capabilities Agile merchandising and marketing Rapid and flexible customization of the shopping experience

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

CRM Evolved Allianz Arena München

CRM Evolved Allianz Arena München CRM Evolved Allianz Arena München #CRMEvolved CRM Evolved Applications Engineered for Evolution Don Schuerman CTO and VP, Product Marketing Delivering On Customer Experience Used To Be Easy In-Person Visit

More information

Welcome to Services Discovery Channel. Host: Jean Wong, Head of Service Marketing, Asia Pacific, Japan and Greater China

Welcome to Services Discovery Channel. Host: Jean Wong, Head of Service Marketing, Asia Pacific, Japan and Greater China Welcome to Services Discovery Channel Host: Jean Wong, Head of Service Marketing, Asia Pacific, Japan and Greater China Connecting Analytics to Insight Are You Ready? Keynote Speakers: Mike Riegel, VP,

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

Essential Steps to Creating Great Customer Experiences

Essential Steps to Creating Great Customer Experiences Essential Steps to Creating Great Customer Experiences Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

New Features in Contact Center Express and Enterprise 9.0

New Features in Contact Center Express and Enterprise 9.0 New Features in Contact Center Express and Enterprise 9.0 Compiled by and Additional notes by Marty Griffin Unified Contact Center Instructor Contact Center Express: 9.0 Updates External Web Chat Web chat

More information