Omni-Channel Contact Centre

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1 Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Management Web Chat Software Social Media Customer Service Call Handling Digital Self-Service Workforce Optimisation

2 2 mplsystems Omni-Channel Contact Centre

3 mplsystems Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni Channel experience. Customers now expect to be able to receive customer service via the channel of their choice and be able to seamlessly transition between channels for one single enquiry. Today s customer journey might start in one channel such as web chat and go through several others channels such as voice and , before being resolved. Whilst many businesses offer different channels for customer service, the level of service provided across these channels is inconsistent due to many of them existing in siloes. mplsystems intelligent contact solution combines 20 years of innovation into a platform which provides advanced management of calls, s, web chat, social or mobile and blend these channels to deliver a seamless experience for customers. Connecting the customer to the best advisor to deal with their tasks, a universal queue effectively prioritises and routes all channels simultaneously, managing response time and ensuring speedy resolution. In addition to inbound requests, the platform can effectively blend outbound campaign tasks and workflow call backs. The core platform provides IVR, call recording, workflow and extensive workforce optimisation features as standard as well as various out bound campaign management and dialling options. All channels are blended alongside CRM and customer service functionality in a configurable customer engagement desktop solution to ensure an efficient personalised cross channel experience. mplsystems intelligentcontact can be delivered as a cloud or premise based solution and will integrate to existing telephony systems. The platform is designed to make integration of channels into the universal queue simple. These channels may be part of the new platform or come from existing telephony, web chat or systems. Due to the unique capabilities of our solution, some of the world s leading organisations including Aviva, Cofely, Fitness First and Iceland have transformed their customer service reducing call handling time by 30%, improving agent performance by 20% and decreasing response rates by 3 days. Omni-Channel Contact Centre Management Web Chat Software Social Media Customer Service Call Handling Digital Self-Service Workforce Optimisation mplsystems Omni-Channel Contact Centre 3

4 Technology overview Omni-Channel Contact Centre Management Unique Omni-Channel solutions which provides blending, queuing and routing for phone, , chat, social and self-service channels with priorities set based on channel type, agent skills, client SLAs and text analytics. Existing telephony and multi-media systems can be incorporated in the multi-media queue. mplsystems intelligent management allows businesses to transform their customer service by enabling them to process enquiries faster, with better quality responses and significantly reduce service costs whilst still delivering a personalised customer experience. Call Handling Digital Self-Service mplsystems award winning intelligentcontact platform incorporates all the ingredients of a traditional call centre ACD, but in addition provides the widest range of non-voice applications in the market and provides this as part of a single Omni-Channel solution. A range of self-service solutions including web portals, mobile apps and automated web chat. Our unique intelligentresponse solution uses advanced Natural Language Processing text analytics to ensure any simple requests are identified and responded to immediately whilst seamlessly escalating more complex requests to live agents for assisted service. 4 mplsystems Omni-Channel Contact Centre

5 Web Chat Software Social Media Customer Service Web chat software provides a quick to integrate, simple to use facility to blend into your contact centre alongside calls, s and social contact. Agents are able to interact with several visitors at the same time in one single user interface, whilst being able to implement template responses and use knowledge base answers to increase the speed and quality of response. A solution for both social monitoring and dealing with social customer service enquiries. The solution identifies, prioritises and routes social media posts to the correctly skilled agent in the contact centre in the same way as calls, s and web chat, ensuring no customer enquiry goes unmissed. Agents use the same application as other channels, therefore minimising training requirements. Workforce Optimisation mplsystems provide a wide range of tools and functions designed to improve contact centre performance and ensure organisations can train and motivate contact centre agents. From simple to access call recordings to advanced reporting and analytics, mplsystems can help you get the most from your contact centre staff. mplsystems Omni-Channel Contact Centre 5

6 Omni-Channel Contact Centre Transform the customer experience with true Omni-Channel customer service. The way we communicate has changed massively over the last 20 years; consumers and business users increasingly make themselves heard through , text, and web, mobile and now social media. Research shows that over 60% of customers change the contact channel being used within a single enquiry, yet most businesses struggle to offer a consistent experience across these channels and switching between channels typically results in repetition of data. mplsystems offers a unique Omni-channel solution providing blending, queuing and routing for phone, , chat, social and self-service channels with priorities set based on channel type, agent skills, client SLAs and text analytics. Existing telephony and multi-media systems can be incorporated in the multi-media queue. Key Benefits + Connect and engage customers across the journey: clients may switch between channels, without having to repeat data + Enable contact centres to offer new channels within the same agent team + Provide a consistent experience across channels and ensure SLAs are always met + Link channels with workflow: providing automated management of follow up s, calls and back office actions 6 mplsystems Omni-Channel Contact Centre

7 Case Study Omni Channel Desktop empowers Fitness First agents to resolve customer queries first time Fitness First started as a single health and fitness club in Bournemouth in It has since grown to become one of the world s largest gym, health and fitness club groups with over 1 million members, more than 380 Fitness First clubs across 16 different countries and 85 clubs in the UK. Fitness First s UK contact centre operation offers an essential first point of contact for customers looking to join up, change their membership details, renew contracts, as well as for general enquiries. In addition to handling inbound calls, Fitness First agents also conduct outbound programmes to support member retention as well as using , mailings and social media campaigns. Fitness First was keen to improve customer contact performance, however the combination of its legacy call delivery system and CRM-based member management system made it hard for agents to gain access to the information they needed. While we held all the necessary information in-house, it was really hard for our agents to get hold of a customer s details during a call, due to the lack of integration between our systems, commented Fitness First s Performance Manager, Emma Stark. This had an inevitable impact on first contact resolution and overall levels of customer satisfaction. Our goal was to implement a more joined up solution that could directly address the issue of first contact resolution cutting repeat calls and freeing our agents to focus on delivering a high quality customer service. After a detailed market assessment, Fitness First engaged mplsystems to help support the delivery of an optimised customer experience for the club s members. Fitness First recognised that its contact centre was an essential first point of contact for customers, so opted for an approach that would bring immediate customer service benefits. Working with mplsystems, Fitness First has now implemented a powerful Omnichannel contact centre and intelligent agent desktop solution capable of delivering a more consistent customer service experience. The results have seen dramatic improvement in first call resolution targets, elimination of repeat calls and a great improvement in agent productivity. mplsystems Omni-Channel Contact Centre 7

8 Management Transform response rates and improve agent productivity. Even though accounts for only 15% of overall inbound call centre transactions, research has shown that over 30% of consumers actually list as their favoured contact channel and its use in customer service is steadily growing. Yet too often response time is slow and agents are used inefficiently due to the reliance on standard desktop solutions rather than management designed for customer service. mplsystems intelligent management allows businesses to transform their customer service by enabling them to respond to enquiries faster, with better quality responses. s are prioritised and routed based on address, topic or content. Improve agent productivity with pre filled response templates, knowledge base answers and spell checks. Our management solutions can also incorporate the intelligentresponse solution which detects high volume, simple text based enquiries such as opening hours or account changes using the latest in advanced Natural Language Processing text analytics to provide automated answers and processing. Whilst being able to identify more complex requests and route these to the most appropriate customer service agents for resolution. Key Benefits + Identify subject of requests using advanced text analytics and route to most skilled available agent + Group together associated s, calls, social media and chat requests and deliver all live interactions to agents simultaneously + Advanced text analytics and automated processing for high volume enquiries 8 mplsystems Omni-Channel Contact Centre

9 Case Study Since deployment we have already significantly shortened the time it takes to handle each customer call or by almost 30% simply by providing our agents with streamlined access to the information and processes needed to support the customer journey. Global Blue, Vice President, Jeremy Taylor Global Blue are the Largest International Supplier of tax free shopping, with Contact Centres based in Bratislava and Singapore. Challenged with huge numbers of customer transactions on multiple channels, across over 30 languages across 40 counties they embarked on a project to transform customer service in their Call centre in Bratislava. The project involved the design and implementation of an innovative Multi-Lingual Call, and chat handling solution along with front to back office process integration for processing of requests, all brought together on a single agent desktop interface. The agent desktop presents all interactions for a single client no matter what the channel. If an is received, the agents screen will be automatically populated with all open and historic s and call details relating to this client. The solution was also designed for multi-lingual support that automated translation to ensure that agents can swiftly and easily deal with contacts. Text analytics is used to identify the subject and language skills required to deals with the , and the is routed automatically to the next available agent with appropriate language skills. Business Benefits + Staff performance up 20% + Customer satisfaction up 20% + Call and handling times reduced by 30% mplsystems Omni-Channel Contact Centre 9

10 Web Chat Software Improve the customer experience with real-time communication Research predicts that by 2020 web chat will account for almost 40% of all traffic in to the contact centre, overtaking traditional telephone channels. For the generation who are now accomplished at instant messaging, web chat represents the most convenient form of customer service. For the online consumer, chat provides immediate assistance and proactive chat can have a huge impact on the chance of converting a sales opportunity. mplsystems web chat software provides a quick to integrate, simple to use facility to blend into the contact centre alongside calls, s and social contact. Agents are able to live chat with several visitors at the same time in one single user interface, whilst being able to implement template responses and use knowledge base answers to increase the speed and quality of response. Priority queuing and skills based routing is also provided, along with web page push to customer. mplsystems also provide chat solutions as an integral part of mobile customer service apps, providing clients with instant answers to customer service questions via their mobile devices. Our web chat solutions can also incorporate the intelligentresponse solution which detects high volume, simple text based enquiries such as opening hours or account changes using the latest in advanced Natural Language Processing text analytics to provide automated answers and processing. Whilst identifying more complex web chat requests and routing these to the most appropriate Customer service agents for resolution. Key Benefits + Multiple web chat sessions to increase agent productivity + Chat solutions for mobile customer service apps + Template responses and knowledge base answers to improve agent productivity + Seamlessly escalate web chat to another channel for more complex enquiries + Advanced text analytics and automated processing for high volume enquiries 10 mplsystems Omni-Channel Contact Centre

11 Case Study GamCare is a leading provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. Providing crisis counselling and signposting to relevant partner organisations, they helped 2700 clients in 2012 and are seeing this number rising rapidly. We work with people who are often very distressed; our web chat facility offers immediate yet anonymous access to support and encourages clients. Our agents on average spend twice as long on a chat session than they do on a call. Blending web chat and telephone across our agents has also given them more variety during their shift which positively impacts on the entire contact centre s performance. Andy Cottrell, Chief Operating Officer, GamCare The charity recognised the need to find a solution which would allow more efficient agent utilisation and, critically, ensure that no client contact was missed. They had also noticed a trend amongst the year old users of their services where over 50% of their contact was through web chat, which was obviously becoming an increasingly important channel for providing support. GamCare chose to work with mplsystems on the solution which would allow calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels. The solution would also provide a simple agent desktop to manage the multichannel contact in one place and enable agents to work from home. Since the Omni-channel implementation Gamcare are able to handle 34% more contact with the same number of staff as web chat enabled agents to reach out to over 20% more clients within first year of deployment. mplsystems Omni-Channel Contact Centre 11

12 Social Media Customer Service Provide a consistent level of customer service across all channels Social media is having a major impact on the customer service industry and has transformed how and where customers are looking for help and advice. However expectations of social customer service are high and organisations are still struggling to keep up. Customers expect real-time answers and an instant resolution of their issues via a personalised response. Failure to meet this can result in their frustrations being broadcast across social media. So how does an organisation monitor what is being said about them and respond to the huge volume of social customer service requests that can be created once this channel is opened up? mplsystems offer a solution for both social monitoring and dealing with direct social customer service enquiries via Twitter or Facebook. The solution identifies, prioritises and routes social media posts to the correctly skilled agent in the contact centre in the same way as calls, s and web chat, ensuring no customer enquiry goes unmissed. Customer enquiries can be prioritised by type of enquiry and customer rather than by channel. The mplsystems solution can provide integral CRM capability or integrate with your existing CRM solution to provide full customer details and allow agents to create and track social cases. By managing social media on the same agent desktop as other channels organisations benefit from for more efficient staffing and reduced training times. Key Benefits + Real-time monitoring of social media posts across Facebook, Twitter, LinkedIn, alternative community and blog sites + Filters and queues messages and identifies any priority posts to be delivered to agents + Posts are presented to agents as part of complete Omni-channel CRM agent view, providing full customer details and details of communication on alternative channels + Agent can create new contacts or service tickets and automated workflow processes monitors this interaction to ensure it is effectively resolved 12 mplsystems Omni-Channel Contact Centre

13 Case Study We initially couldn t believe that a retail solution as comprehensive as intelligentcontact was really available for Sensilab, not only providing full campaign management but also providing our agents with exactly the right level of information they need to engage customers and upsell effectively across call, s and social media. This kind of functionality simply isn t offered by off-the-shelf solutions Transforming retail customer engagement for Sensilab. SENSILAB is a leading pharmacy and healthcare provider that helps customers achieve healthy living through developing healthcare products as well as providing healthcare services including diagnosis and counselling. As a result of rapid growth across a number of markets, Sensilab needed a customer contact solution that could handle both the breadth of the products they provide as well as the complexity and needs of their growing customer base. The mplsystems solution provides a single view of all multi channel communication including voice, social, and chat, to enable agents to view all previous customer communications on one user interface without having to log in to different systems during a single transaction. In addition the desktop supports multiple business processes by integrating back office systems including payment and supply chain applications. Optimising the visual presentation of the sales desktop around Sensilab s unique processes has had a massive impact on the performance of agents. Not only are agents now able to deal with 40% more sales requests per day, they can effectively upsell alternative products, as a result of the system prompting the agents with relevant items based on customer preferences and previous purchasing history. Since the implementation cross sell and upsell rates have seen an average increase of 55%. mplsystems Omni-Channel Contact Centre 13

14 Call Handling Delivering exceptional inbound and outbound phoned based customer service Whilst new channels are constantly being added to the customer service environment, telephone remains the primary channel for customer enquiries, so whilst businesses look to implement and support new channels, they must also remain focused on voice and how this can be continually improved as part of an Omni-channel customer service environment. Managing voice and non-voice channel as part of a single Omni-Channel solution makes it easier for businesses to manage reporting and staffing across channels. mplsystems award winning intelligentcontact platform incorporates all the ingredients of a traditional call centre ACD whilst providing a universal queue, skills based routing, IVR, call recording and agent coaching and monitoring. The solution is available on premise or as a SaaS deployment. Key Benefits + Premise or cloud base queuing and routing ensures callers are connected to the right advisor at the right time + Balancing inbound calls alongside outbound call backs and campaign calls to ensure maximum utilisation of staff + Flexible IVR capability with simple editor tool to easily set up and modify flow and prompts + Reporting, analytical tools, dashboards and wallboards + Integration with existing telephony platforms and CRM systems + Coaching and monitoring tools and simple access to call recordings 14 mplsystems Omni-Channel Contact Centre

15 Case Study Together Housing Group is a leading provider of quality homes in the North of England, managing an impressive portfolio of 37,000 homes and employing over 1,250 staff. Following the coming together of the five housing associations in April 2011, the customer service centres were all relying on different telephony platforms with some centres having up to 15 different phone numbers for customer service enquiries. As a result, Together Housing were struggling to deliver a consistent level of customer service across the group and therefore started looking for ways to knit these disparate systems together to provide a one call for all customer service offering. mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system. The system allows the possibility of the five regional contact centres to work as one virtual team with calls being intelligently routed from one call centre to another, enabling them to effectively share resource and significantly improve productivity. The customer service team are now able to resolve customer enquiries regardless of the housing group involved, whilst maintaining the local identity of each association. The agent desktop identifies the customer as soon as the call is connected and presents their data on a single user interface, allowing the agent to deal with the call more efficiently. Each of the partners was operating on separate telephony systems, which was clearly not suitable if we were to realise the benefits of a group structure. IntelligentContact has allowed us to achieve this, whilst ensuring we maintain the local identity of each of the individual association s, which is an important part of our Board s priorities and customer service delivery. Stephen Batley, Group Head of Customer Services mplsystems Omni-Channel Contact Centre 15

16 Digital Self-Service Reducing agent workload and contact centre costs with selfservice. Customers are increasingly demanding control via self-service, in fact by 2018 Gartner Predict that 2/3 of customer service interactions will be self-service, a massive shift from today where the majority of requests involve human interaction. Businesses who fail to offer simple online or mobile app customer service will lose customers to competitors who are already offering these solutions. Customers using website or mobile devices can get instant answers to questions by Ask Us or knowledge base solutions using mplsystems leading intelligentresponse solution. Advanced Natural Language Processing text analytics will ensure any simple requests are responded to immediately whilst seamlessly escalating more complex requests to live agents for assisted service. Agents are equipped to provide immediate and personalised response via their desktop which will be populated with all customer history and related interactions whatever the channel. The intelligentresponse automation engine can not only answer questions but also fully process simple requests such as account changes, password resets, stock information or issuing forms. From a customer perspective not only do they receive an immediate response but also clarification questions can be asked to ensure the human touch is retained within the customer experience. Meanwhile from a business perspective the contact centre is relieved of high volumes of simple, repetitive requests and agents can focus on customers and resolving more complex requests. What really sets intelligentresponse apart from previous text automation is that it can be set up and configured to respond to and process several types of text interactions in a matter of hours. The system offers a simple editor which enables staff in the contact entre to configure and modify the way in which interactions are responded to and the workflow actions that are initiated. Key Benefits + Simple Ask a question options for websites and mobile devices using advanced text analytics to respond to and process requests + Knowledge Base and self-service web portal solutions for online service + Automated web chat and response processing + Extensive suite of mobile customer service app templates designed for simple integration into current contact centre processes + Seamless transfer to agent assisted service for complex requests 16 mplsystems Omni-Channel Contact Centre

17 Case Study Aviva is the world s sixth largest insurance company providing customers with insurance, savings and investment products. They are the UK s largest insurer and one of Europe s leading providers of life and general insurance. As an established partner of Aviva, mplsystems works with Aviva and their partners on the design and deployment of individually branded customer experience portals to manage the entire customer journey. These solutions bring together digital self-service with handling and the call centre. The initial project for Aviva s own New Parent life insurance product saw the launch of a public web portal that provides access for new parents to free cover. The second phase of the project was to re-brand the portal to enable Aviva partners, including Family Investments and The Post Office, to offer the same product via their own web sites. New Parent Free Life Cover was an initiative that we wanted to launch to market quickly but with complete confidence in our ability to cope with potential demand, given that there are nearly 800k births in the UK each year. mplsystems were able to meet our key requirements software development and data hosting and showed great flexibility and responsiveness when working with Aviva. Paul Dalgliesh, Head of Protection, Proposition, Aviva Drawing on their customer experience expertise gained in the contact centre solutions environment, mplsystems has created an intuitive, easy-to-use screen which belies the complexity of the processes happening in the background. The data management applications driving each portal securely capture customer data, integrate with Aviva s back office systems to create new policies, provide policy documentation, deliver management information and capture any additional marketing information provided by the customer as they interact with the portal. mplsystems Omni-Channel Contact Centre 17

18 Workforce Optimisation With the increase in alternative channels with the contact centre such as web chat, mobile and social, getting the most from your workforce has never been more important or indeed complex. Empowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce optimisation tools mplsystems provide a wide range of tools and functions designed to improve contact centre performance and ensure organisations can train and motivate contact centre agents. From simple to access call recordings to advanced reporting and analytics, mplsystems can help you get the most from your contact centre staff. It s not only call performance, quality management tools and reporting are available across multiple channels including , web chat and social media. mplsystems also provide a suite of dashboards and wall boards which provide key information to supervisors, they can also be embedded in agent screens allowing each member of the contact centre to monitor their own performance. mplsystems partner with several leading workforce management providers to offer an integrated solutions to ensure optimal management of staff scheduling. Key Benefits + Call recording and quality management (QM) + Coaching and call evaluation + Knowledge management + Agent feedback facility + Customer satisfaction surveys and performance management (PM) + Reporting, analytics and dashboards + Workforce management: integration to 3rd party 18 mplsystems Omni-Channel Contact Centre

19 Case Study Studio Moderna is the leading Omni-channel and e-commerce retailer in Central & Eastern Europe (CEE), Russia and Turkey. Following rapid growth, the organisation began to search for a next generation contact centre solution to future-proof its existing operations. Flexibility was a key requirement, with Studio Moderna requiring any solution to offer the agility needed to enable the retailer to grow in line with a business that targets some 400 million consumers across 21 countries with 24 contact centres and over 4,000 agents. The quality of service provided is at the heart of Studio Moderna s success with the centres constantly improving cross and upsell opportunities. As the contact centre operation expands and new communication channels, such as web chat, and social media become commonplace the company sought a solution that could integrate ecommerce effectively into its contact centres and through to Studio Moderna s back office operations. mplsystems was chosen as the supplier, not just because it could bring the latest innovations in social media, and e-commerce contact handling, but also because its system could be configured to Studio Moderna s exact requirements, giving them the freedom to carry out their own operational modifications. A further reason behind Studio Moderna s decision to choose mplsystems is intelligentcontact s powerful, real-time reporting capability that allows call centre managers and supervisors to quickly view and optimise call centre activity. Previously, we had always developed our systems in-house, giving us the convenience of not being reliant on an external supplier. However, working with an agile provider such as mplsystems gives us the same re-assurance and control as an in house development. Engaging mplsystems also offers us access to further best practice expertise such as critical agent desktop capabilities along with market leading contact functionality straight out of the box. mplsystems Omni-Channel Contact Centre 19

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