Shaping Your Strategic Roles In A Multichannel Environment for Knowledge Enhancement & Solutions Conference 2015

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1 Shaping Your Strategic Roles In A Multichannel Environment for Knowledge Enhancement & Solutions Conference th Mar 2015

2 VADS: Leading Integrated Managed Service Provider in Malaysia Established in 1991 from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) VADS today is a wholly-owned subsidiary of TM Serving more than medium to large businesses VADS Revenue 2013 (RM) mil Employees 7,800+ CORE BUSINESS

3 ICT BPO Integrated Managed BPO, ICT and Connectivity Services Customer Experience Management Revenue Generation Business Analytics & Insights Contact Centre Facilities Revenue Protection Business Excellence Consultancy & Training Powered by Enterprise Private Network High Speed Broadband Internet Services Fixed Line Services

4 The Human Landscape in the Space of Customer Engagement.

5

6

7 Today s Call Centers At A Glance Sources: Research by Global Call Center Project, Contact Babel, Forrester, Avaya, National Association of Call Centers, Saddletree **

8 Mono-Channel Multi-Channel Omni-Channel Call Centres, Emergence of IVR and Automation Multi-media Customer Interactions Telephone, IVR, Web, , Chat, SMS Integrated Channels, Social Media, Video, Avatars Source:

9 What customers want

10 Consumers want social customer care Source: 2014 VADS Survey Business by The Process International Sdn. Bhd. ( W) Customer ALL Management RIGHTS RESERVED Institute (ICMI) and Five9, 2014 **

11 Customer s Great Expectation Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse 2013 **

12 The Preferred Channel Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse

13 Voice is to stay for a good many more years. Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse

14 Develops Expectation to Customer Engagement Channels.

15 15 Source:

16 16 Source:

17 17 Source:

18 What the trend tells us.

19 Customers behavior s is shifting This trend reflects a fundamental shift from predominantly company-customer interactions to customercustomer interactions that influence company-customer relationships. It therefore becomes imperative for companies to have a sound Social Media customer engagement and comprehensive Data Mining and Analytics strategy.

20 What all this means to contact centers.

21 VADS Offerings

22 WFM IVR & ACD Chat & Social CRM QMS Predictive Dialer BI Tools Knowledgebase Phone Social Media SMS Fax Mail Streamlining the customer experience across multiple touchpoints Customer Service Sales & Marketing Social Media Management Revenue Assurance Technical Support Full Outsource Partial Outsource In-source Client applications (integrations)

23 Managing your social media engagements structurally Business Insights Sentiment Analysis Trend Analysis Campaign Analysis Influencer Summary Word Cloud Summary Managing Enquiries Customer Care Products & Services Complaints & Escalations Voice of Customers Operational Processes SLA KPIs Sales & Marketing Cross & Upsell Opportunities Immediate Response Capture & Register Interest Content Management Consolidated Publishing Campaign Management Message Consistency Wide Customer Reach Social Media Professionals VADS Social Media Hub

24 and here comes Converged Contact Center! Voice, up sell and cross to data entry Voice, inbound and outbound Social media and IoT Converged contact center Consultancy to Advisory Analytics to Big Data Knowledge development to Knowledge Management

25 What s your strategies? Come, let s have a chat

26 Thank you

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