Monitoring the Customer Experience in the New Millennium. Ted Lubowsky Vice President and General Manager Comverse Infosys, Inc.

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1 Monitoring the Customer Experience in the New Millennium Ted Lubowsky Vice President and General Manager Comverse Infosys, Inc.

2 Integrating the Customer Experience with Customer Relationship Management and Workflow through Web-based based technology to build the truly customer- driven call center

3 Good Customer Experience is like Good Theatre you feel moved, part of the cast, and want to come back for another performance

4 What is the Customer Experience? The manner in which you deliver your goods and services to your customers The degree in which this delivery is a positive experience The degree to which the positive experience is memorable and reinforced each time they do business

customers The degree in which this delivery is a positive

5 What is the Customer Experience like in your Call Center? How easy was it to reach you? How was their call answered? Could they get the information or answers they sought? Was their request resolved? How long did it take and how many people did they talk to? Was it a pleasurable experience?

Could they get the information or answers they sought?

6 How do you Measure the Customer Experience traditionally? Reduced hold times Resolving problems or meeting customer requests on the first call Reduce the need for second calls Reduce the need for transfers Reduction of complaints Increased revenues Customer Satisfaction Surveys

the first call Reduce the need for second calls Reduce the need for

7 What is Customer Relationship Management (CRM)? People, Processes and Technology focused on the Customer A Data Warehouse of Customer Interactions A system that puts at the hands of your agent all the tools to successfully complete a customer interaction A Management Tool to assist in analyzing Customer Data and provide a roadmap to Customer Retention and Loyalty

Interactions A system that puts at the hands of your agent all the tools to successfully

8 If a Customer falls in the CRM forest and there is no one from your business there to hear him fall, does he still make a noise?

9 Making Voice part of CRM Define the Customer Experience you need to capture Capture the Experience with Voice Recording Make it part of the CRM Database Make it accessible as data to the entire Enterprise Analyze the Customer Experience for strategic value

Make it part of the CRM Database Make it accessible as data to

10 How to make the Customer Experience part of CRM Define the Customer Experience Who do you want to capture? What experiences do you want to be part of the customer database? When and how often do you need to capture or sample? What information do you need to capture?

What experiences do you want to be part of the customer database?

11 What will you need? Intelligent Recording linked through CTI to your ACD, CTI server, IVR and CRM tool A means of storing the data you capture A tool to convert the data to non-proprietary data files to be deposited in the customer database A tool to allow access to the data from any desktop in the enterprise A means to automate the evaluation of the data once you have captured it

storing the data you capture A tool to convert the data to non-proprietary data files to be

12 How will it work? Program the recording system with the Rules of Engagement Capture the Customer Experience and tag it with critical data Record the Experience (Voice, Web, , Fax)

13 Making the Customer Experience part of CRM: OpenStorage and OpenStorage Portal Convert to standard file format Convert to non-proprietary data files Use rules to decide what to store and where Stream data to your CRM data warehouse Allow browser access throughout your enterprise

non-proprietary data files Use rules to decide what to store and

14 Turning Recorded Files into Customer Intelligence: The Customer Experience Suite The The Customer Customer Experience Experience Suite Suite Customer Patterns/ Trend Analysis Customer Request Analysis Customer Patterns/ Trend Analysis Stress Analysis Customer Request Analysis Stress Analysis Exception Analysis Exception Analysis Contact Type QA

Analysis Customer Request Analysis Customer Patterns/ Trend Analysis Stress Analysis

15 Recording and CRM in the New Millennium What will it all mean? Recording the Customer Experience in each contact media Capturing intelligence with each contact Making the voice of the customer the key to CRM Analysis and Reporting Access, Access, Access

Capturing intelligence with each contact Making the voice of

16 The Intelligent Recording and CRM Company 15

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