customer interaction solutions Contact Centres that Enhance Customer Engagement

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1 customer interaction solutions Contact Centres that Enhance Customer Engagement

2 The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

3 shaping customer interactions A number of closely linked communications and IT trends are shaping the way businesses interact with their customers: Multimedia, multi-channel solutions provide customers with a constantly growing range of alternatives for contacting the organisation, including social media. This presents opportunities for companies to gather and process information that can influence reputation and brand as well as drive sales. At the same time database applications continue to become more sophisticated, giving agents real-time access to detailed information and in-depth analysis of data. This 360 view of the customer information allows companies to take appropriate steps to better serve their customers and opens up new revenue generating opportunities. Many businesses are also connecting their contact centre into their broader Unified Communications environment using tools such as Presence, Collaboration and Conferencing. Directly connecting people and knowledge from across the organisation with contact centre agents in real-time can significantly improve the way complex customer issues and sales opportunities are managed. The extension of advanced contact centre process automation tools into the back-office significantly improves the management of the thousands of general service requests received by businesses every day. Customer service levels can be greatly enhanced by using the applications and business intelligence already at work in the contact centre to ensure customer service related tasks such as claims, faxes and letters are directed to the best skilled resources in the most efficient way based on their value to the business. We also see an expanding range of sophisticated tools for the optimisation of the Contact Centre. These tools introduce greater flexibility, improve operational efficiency, and increase customer and employee satisfaction. Intelligent routing and skills mapping, plus Interactive Voice Response (IVR) applications, ensure that customers reach the right person quickly. Meantime, workforce optimisation and CRM systems, plus voice recording, ensure speedy and accurate resolutions. In each case the cost per CRM action is minimised and the opportunity for revenue generation is optimised. With contact centre agents often working with multiple tools, managing the consistency of data between applications can be a difficult operational and IT challenge. The developing concept of Real Time Information brings together data and applications in a way that ensures just the right information is presented to the agent at the right time, helping to automate interactions and guide agent actions. page 2 customer interaction solutions

4 satisfying your customers expectations Your customers have very clear expectations when they contact you. They want each interaction to be convenient and personalised. They want their request or issue to be resolved the first time around, competently and proactively, and in as short a time as possible. They expect to deal with professional, motivated and well-informed people. convenient Your customers want to be able to communicate with you whenever and however they choose. In today s multimedia and social networking environment, your organisation needs to be prepared to support a wide variety of communication channels, from voice and , to video/web conferencing and Instant Messaging. personalised Callers expect to be directed to the right agent first time, and to be treated consistently each time, regardless of how they choose to contact you. Your agents must know immediately who your customer is, and why they are likely to be contacting your organisation. To do this, agents require access to all relevant customer information. competent To achieve first contact resolution, your agents must have the right skills to deal with the customer s request or enquiry, and have access to the necessary information, tools and systems. proactive Every interaction is an opportunity to offer more value, giving information about relevant additional products and services, and potentially increasing revenue. Recent research suggests that around 80 to 85% of those customers satisfied with the service they receive from their supplier, would still move to another company to save money. Therefore, every customer interaction must be viewed as an opportunity to create and maintain a positive impression, win new business and build new revenues. Investing in the right solutions turns your contact centre from a cost centre to a profit centre. Choosing the right partner to create and support your contact centre is the first step to achieving this objective. page 3 customer interaction solutions

5 Every customer interaction must be viewed as an opportunity to create and maintain a positive impression and build customer loyalty.

6 nextiraone the contact centre experts At NextiraOne we understand the customer interaction needs of businesses and public sector organisations better than most. With more than 2,500 contact centre implementations for our customers, we have one of the largest installed base in Europe. NextiraOne is the No.1 European partner for Alcatel-Lucent Enterprise and Genesys solutions and a leading partner of Cisco Systems. We also work with a range of specialist ecosystem partners to create comprehensive, full featured solutions for our customers. Our IP-based and virtual contact centre solutions are helping to transform businesses and workplaces, and our integration and support services are second to none. NextiraOne provides end-to-end customer interaction solutions, beginning with initial assessment of your business case and network readiness, and working through to integration, implementation, support and maintenance. Our solutions range from voice-oriented IP technology to complex multimedia, multi-channel systems, integrating workstation tools and applications. Sophisticated management tools, including performance and quality monitoring, workforce statistics and analytics, workforce distribution and resource planning, also allow you to use key performance indicators to manage your contact centre environment dynamically, efficiently and cost-effectively. page 5 customer interaction solutions

7 At the heart of every profitable business and successful organisation is the care with which it handles communications with its customers.

8 Real-time information helps agents manage their own performance, and provides insight into trends and patterns for workforce and workload deployment and longer term planning.

9 Workforce Optimisation Agent Workspace Multimedia Routing Intelligent multimedia routing Creating the right customer experience from first contact Intelligent interfaces allow you to integrate customer self-service with customer data and business processes to differentiate your services and provide the customer with a highly personalised experience. Our solutions recognise the identity of a caller and his or her likely issue, gather relevant information and route the caller to the right resource. At the same time our systems identify new products and service offers that are relevant to the particular caller. Customer integration management allows you to maximise agent productivity and achieve greater first contact resolution by integrating real-time customer contacts, including voice, webchat, SMS, fax and , with offline task processing. agent workspace/desktop integration Productive environments for quality customer interactions Whether your contact centre is primarily a reactive operation for handling inbound communications such as orders and enquiries, or is also proactive in generating calls and communicating with your customers, it is at its most effective when it is fully integrated within the business and its processes. A wide range of intelligent tools and applications can be integrated into the contact centre platform, including traditional CRM systems, sales databases and integrated directories for capturing and handling customer details, along with voice recording for compliance, fraud prevention and training. workforce optimisation Managing system performance and productivity Real-time performance management information and analytics provide an accurate insight into the whole customer service operation. This allows contact centre Managers to deal with issues as they arise, and before they adversely impact customer service and potential revenues. Real-time information helps agents manage their own performance, and provides insight into trends and patterns for workforce and workload deployment and longer term planning. The use of voice recognition and speech analytics, including phonetic indexing, speech-to-text transcription and emotion detection, helps to identify problem calls. This includes tracking key words and use of language that triggers supervisor intervention. These capabilities help to improve customer satisfaction through early intervention in a problem call, and lead to better average handle times and first call resolution. effective resources and skills management Overstaffing and understaffing have serious implications in terms of cost and customer satisfaction. Workforce Management tools allow supervisors to forecast staffing levels and skills required, so that agent shifts and schedules can be managed effectively. This helps managers to make informed scheduling decisions based on staff, skills, tasks and shift preferences, enabling improved productivity, reduced costs and enhanced customer service. Workload Management tools dynamically manage and distribute tasks to the right resources, with the right skills, prioritising by highest value, irrespective of the location of the resource or the media type. page 8 customer interaction solutions

10 nextiraone services creating and supporting your contact centre environment From core network to front-end contact centre applications NextiraOne assesses your business needs, tests your existing systems and designs a resilient, secure and efficient contact centre that meets your unique needs. We will ensure that it is as environmentally responsible as possible. We can design and build the entire communications platform. Our offer extends from the provision of the core network architecture and data centre to local and wide area networking (LAN/WAN), wireless systems, data networks, security, cabling and power requirements. With our expertise in the design and implementation of data centre and virtualisation systems we can create an end-to-end contact centre and provide an efficient disaster recovery plan. peace of mind with around the clock support Our services include on-going assurance for your systems, with support, maintenance and Managed Services packages to suit your individual requirements. Our proactive control services deliver business continuity for this front-line, mission-critical area of your company s operations. Using our Network Operating Centre we quickly identify issues before they become a problem, and take early steps to remedy incidents. Whether your contact centre is a 9 to 5 business operation, or one that maintains critical 24/7/365 emergency services, NextiraOne provides the support you need to ensure security, reliability and 100% availability. page 9 customer interaction solutions

11 change management supporting your team s transition Ultimately end users are central to the successful adoption of innovative technologies and applications, and their willingness to adopt new practices is of paramount importance. NextiraOne helps you to coach your teams, providing dedicated change management consultants to ease the process of change. We also help with your business analysis and RoI justifications around the proposed changes. our business focus focusing on your business NextiraOne s extended service portfolio allows its customers to choose either a standalone contact centre solution, or an integrated solution combining data centre facilities and unified communications. Our solutions create productive, profitable contact centres combining the latest innovative technologies to realise effective customer self service and multi-channel collaboration, with the aim of maximising first contact resolution rates. This creates a motivating environment for staff, providing them with the tools and intelligence to serve customers efficiently and meet targets such as revenue generation or satisfaction rates. In turn the result is improved job satisfaction and greater levels of customer service. We help customers create really powerful competencies by implementing intelligent management tools that monitor and model staffing requirements, productivity and performance rates. We provide tailored, secure, resilient solutions, matched to your business processes, that help you to: Increase revenue generation through effective up-selling and cross-selling Increase profitability through cost savings and workforce optimisation Provide quality of service and efficiency through first contact resolution Ensure differentiation from competition by providing multi-channel communications Improve customer loyalty and retention by exceeding your customer s expectations Create greater staff satisfaction, motivation and productivity page 10 customer interaction solutions

12 nextiraone europe s leading expert in communications services NextiraOne is a European multinational company that designs, installs, maintains and supports business solutions and communications services for over 60,000 private and public sector customers. Using our expertise in leading-edge communications, including data centres, contact centres, unified communications, secure network infrastructures and managed services, we help our customers to transform their organisations. In so doing we make the complex simple. Headquartered in Paris, NextiraOne has a direct sales and service presence in 16 countries with more than 4,300 employees across Europe, including 2,500 qualified service experts, and an annual revenue totalling around one billion euros in With over 2,500 contact centre implementations across Europe for over 500,000 agents, NextiraOne has an unequalled track record in designing, delivering, installing and integrating innovative, effective customer interaction solutions. For more examples in your country and to find out how NextiraOne can help you to manage and optimise your customer interaction with innovative Contact Centre solutions, visit or contact your local NextiraOne sales representative. * Copyright NextiraOne. All rights reserved. No part of this document may be reproduced or utilised in any form or by any means, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the authors. The information and advice given in this document have been provided in good faith. However, the authors and contributors can accept no responsibility for any loss, injury or inconvenience sustained as a result of information or advice contained in this paper. As the industry is constantly changing, readers are advised to make their own investigations and not rely on the contents of this document to be totally accurate.