Effective Call Center Automation and Agent Support
|
|
|
- Jonah Montgomery
- 8 years ago
- Views:
Transcription
1 Effective Call Center Automation and Agent Support Paul Watson General Manager Relationship Technology Management Multi-Channel Self-Care Solutions Convergys Corporation Copyright 2009 Convergys Corporation 1
2 OVERVIEW Who is Convergys? RTM Mission VUI - Financial Services IVR GUI for Agent Intervention MMUI PDA for self care Future Copyright 2009 Convergys Corporation 2
3 Convergys - Relationship Management Three Service Areas Customer Care Human Resources Billing Worldwide Capabilities A Leading Public Company 75,000 employees 90 customer & employee contact, service and data centers worldwide Over 575 clients in 70+ countries speaking 35 languages Listed on NYSE, S&P 500, Fortune 1000 A Fortune Most Admired Company for seven consecutive years $2.8 billion in revenues Copyright 2009 Convergys Corporation 3
4 Relationship Technology Management Vision Centralize resources, skills and investments to deliver advanced self-service solutions with the best customer experience Multi-Channel Self-Care Analytics Analytics Analytics Automated Self-Care Virtual/Invisible Agents Speech Solution Analytics Web Solution Mobile Device Solution Speech Solutions: Hosted and premisebased solutions Consulting and Professional Services Web & Mobile Device Solutions: In Development Customer Data & Interactions Interaction Hub 360 degree customer view Consistency across channels Store customer history Behavioral Intelligence Next level of self-service Virtual agents Remembering customer preferences Correcting the experience in real-time Analytics Real-Time Decisioning Dynamic Decisioning Solution Rule-based business logic Licensed or Hosted Consulting and Professional Services Copyright 2009 Convergys Corporation 4
5 Customer-Centric Value Drivers Customer Experience Management 70% of customers who switch do because of service quality 5% reduction in defections lead to 85% boost in revenue Remove obstacles and create engaging flows Copyright 2009 Convergys Corporation 5
6 Customer-Centric Value Drivers Multiple Channels and Modes Customers expect care over multiple channels Unified view of customer interactions Secure, consistent and efficient care Channel Preferences and Trends: Copyright 2009 Convergys Corporation 6
7 Customer-Centric Value Drivers Interaction Analytics Behavioral Intelligence Proactive Care Personalized Experience Behavior Perceptions Operations Copyright 2009 Convergys Corporation 7
8 Customer-Centric Value Drivers Collaborative Care Live agent + Automation Agent Efficiency Multiple Knowledge Sources Decision Support Have questions - need answers 65% Need something done order, change address, etc. 25% Need something fixed 15% Have a complaint - not happy 5% Copyright 2009 Convergys Corporation 8
9 VUI Financial Services IVR Self Care Use Case: Receive notice of recent deposit, and transfer an amount which requires SV for account security. valid no [music chord] Welcome to Paragon bank. Please say your account number. [new user?] yes SV Training Hi, <firstname> A deposit of $2338 was made to your checking account yesterday. Branding Voice Search SV Enrollment (prior session) Personalization Dynamic Decisioning What would you like to do? Robust NL Transfer Funds Mixed Initiative UI [Over $ threshold?] valid SV Confirmation Funds Threshold Security Policy Goodbye <firstname> And thanks for banking with Paragon [music chord] Analytics Personalization Branding Copyright 2009 Convergys Corporation 9
![] yes SV Training Hi, <firstname> A deposit of $2338 was made to your checking account yesterday.](/docs-images/45/7045954/images/page_9.jpg "Branding Voice Search SV Enrollment (prior session) Personalization Dynamic Decisioning What would you like to do? Robust NL Transfer Funds Mixed Initiative UI [Over $ threshold?")
10 GUI for IVR Invisible Agent Transaction supports a Invisible agent that intervenes on demand new visual paradigm for Agent display call history, solutions Call Flow analytics Higher containment High Customer satisfaction Future Future Copyright 2009 Convergys Corporation 10
11 Invisible Agent Demo Copyright 2009 Convergys Corporation 11
12 Multichannel / Multimodal self care device Consistent multimodal services and presentation Voice and/or Web search Human Factors Testing Conversational Interface Flexible, open dialog Voice Search ( show my account allocations ) Speaker Verification for account security Identity is verified from voice Invisible Agent with Dialog Monitoring Agent assists both speech and web interactions Platform-Neutral Application Standards based architecture Analytics for behavior intelligence Copyright 2009 Convergys Corporation 12
13 Multimodal Self Care Demo Copyright 2009 Convergys Corporation 13
14 Multi-channel, Intelligent, Proactive, Personalized Service For assistance 24 hours a day, 7 days a week, call BANK CARE Phone (IVR & Agent) Dynamic Decisioning Solution Branch/ATM Customer Segmentation Business Rules & Policies Internet Centralized Segment-Driven Business Rules Provide a Multi-channel experience that enhances CSAT & Loyalty Copyright 2009 Convergys Corporation 14
15 Questions, Comments, Insights???? Copyright 2009 Convergys Corporation 15
How Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys
How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000
Call Center Multimodal Voice Search
Call Center Multimodal Voice Search Matt Yuschik, Ph.D. Human Factors Specialist, Human Computer Interactions Relationship Technology Management Session A3 Voice User Interface in Voice Search Voice Search
Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys
Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities
Voice Authentication On-Demand: Your Voice as Your Key
Voice Authentication On-Demand: Your Voice as Your Key Paul Watson, Vice President Relationship Technology Management Voice Search Conference March 2-4, 2009 Convergys Corporation A Global Leader in Relationship
Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC
Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market
Business Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
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
Improving Customer Experience with IVR
Improving Customer Experience with IVR June 2014 Sponsored By: Table of Contents Introduction... 1 Visual IVR... 2 Voice Biometrics... 3 IVR Analytics... 3 Simplified IVR Development Environments... 5
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
customer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
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...
Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability
Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain
interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps
interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps This PDF contains embedded interactive features. Make sure to download and save the file to your computer to
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
THE PATH TOWARDS AN EXCEPTIONAL CUSTOMER EXPERIENCE
THE PATH TOWARDS AN EXCEPTIONAL CUSTOMER EXPERIENCE CREATE DEEPER AND MORE VALUABLE CUSTOMER RELATIONSHIPS TO IMPROVE SALES Vaia Tziagka Customer Intelligence Domain Expert SAS Greece, Cyprus, Bulgaria
LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA
LISTENING, UNDERSTANDING AND ENGAGING CUSTOMERS ON SOCIAL MEDIA GLOBAL SCENARIO FOR MOST ORGANIZATIONS, SOCIAL MEDIA STILL REPRESENTS A CHALLENGE TO BE ADDRESSED. Customer requests and personal data directed
Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies
Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer
Hosted Contact Center Solutions
Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact
About us. advanced crosschannel Software Solutions designed to provide. interaction with your. clients, improve. customer satisfaction.
Hi! We are About us We develop advanced crosschannel Software Solutions designed to provide the most effective interaction with your clients, improve customer satisfaction and reduce management costs H-care
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,
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:
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,
Title. The Customer Experience Imperative
Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your
customer care solutions
customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business
2014-2015 Outbound Solutions Product and Market Report
ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).
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,
PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION
PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t
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
Jacada Omnichannel Solutions for Healthcare
Jacada Omnichannel Solutions for Healthcare Clay Davis August 12 th 2015 AGENDA Customer Effort Why it Matters Omnichannel Overview Use Cases & Demonstration Case Study Healthcare CSAT Healthcare lags
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
The Secret to a Lasting Relationship or How Proactive Customer Contact Improves Customer Satisfaction
The Secret to a Lasting Relationship or How Proactive Customer Contact Improves Customer Satisfaction Mathew Erickson Sr. Product Manager Interactive Intelligence Featuring Contributions Copyright 2011-2012
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
[ know me ] A Strategic Approach to Customer Engagement Optimization
![[ know me ] A Strategic Approach to Customer Engagement Optimization](/thumbs/23/1993994.jpg "[ 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
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
e-crm: Latest Paradigm in the world of CRM
e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile
Using Knowledge as a Key Differentiator in the Voice Solution May 2011
Using Knowledge as a Key Differentiator in the Voice Solution May 2011 Karen Torf, Product Manager, Voice Jason Hersh, Senior Solution Consultant RightNow Technologies, Inc. End to End Contact Center Easily
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
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
Your guide to creating a customer experience program that works
Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer
customer care solutions
customer care solutions from Nuance white paper :: Consumer Preferences for Outbound Notifications Outbound calling using predictive dialing technology is nothing new to contact centers. The use of outbound
Achieving Customer Engagement through Better Integration of Communication Channels
Achieving Customer Engagement through Better Integration of Communication Channels Session 374 Introductions Jennifer Wilson Solutions Marketing Manager, Interactive Intelligence Greg Castleman Sr. Vice
Analytics With Hadoop. SAS and Cloudera Starter Services: Visual Analytics and Visual Statistics
Analytics With Hadoop SAS and Cloudera Starter Services: Visual Analytics and Visual Statistics Everything You Need to Get Started on Your First Hadoop Project SAS and Cloudera have identified the essential
CHECKLIST: IS YOUR CRM EVOLVED?
CHECKLIST: IS YOUR CRM EVOLVED? Consumer expectations are rising. They expect each interaction with your organization whether via marketing, sales, service or operations to be seamless, straightforward
Contact Center Workforce Management Market Report Reprint
Contact Center Workforce Management Market Report Reprint 2012 Reprinted for: Table of Contents 1. WFM Market Activity Analysis... 1 1.2 Market Share Analysis... 3 2. Workforce Management Vendor Satisfaction
Avaya Contact Center Control Manager (ACCCM)
Avaya Contact Center Control Manager (ACCCM) In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to
Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
The Evolving Role of Process Automation and the Customer Service Experience
The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
10 Steps To Getting Started With. Marketing Automation
So the buzz about marketing automation and what the future holds for marketing in general finally got to you. Now you are ready to start using marketing automation and are not really sure where to start.
CRM as a Service. For Customers in the Cloud
CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with
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
Multichannel Customer Care
Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social
Development of an Organization Wide Digital Strategy
Development of an Organization Wide Digital Strategy Jeff McPherson Chief Digital Officer SilverTech, Inc. Walter Stefy Process Owner Customer Experience Pepco Holdings, Inc. DEVELOPMENT OF AN ORGANIZATION
Seven ways to boost customer loyalty and profitability through an empowered contact center
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as
Life and annuity SoLutionS ReaCH for new HeiGHtS in PeRfoRManCe and flexibility
Life and Annuity Solutions REACH FOR NEW HEIGHTS IN PERFORMANCE AND FLEXIBILITY INCREASE YOUR agility in the market SET A WINNING STRATEGY WITH CSC S LIFE AND ANNUITY SOLUTIONS CSC has helped Life & Annuity
Getting the most from your IVR
White Paper Getting the most from your IVR A three-step best practices guide to ensuring the highest ROI from voice self-service systems in tough economic times APRIL 2009 1310 Villa Street Mountain View,
Customer Experience Management (CEM) Technology: What, Why, and How Does It Work
Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers
Contact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
TSYS Managed Services. Improve customer service, reduce costs and strengthen customer relationships through. Leverage best-in-class customer service
Solutions Overview Contact Center and Servicing Solutions Cost-effective, customized strategies Leverage best-in-class customer service Global, multi-lingual service models Improve customer service, reduce
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
TEXT ANALYTICS INTEGRATION
TEXT ANALYTICS INTEGRATION A TELECOMMUNICATIONS BEST PRACTICES CASE STUDY VISION COMMON ANALYTICAL ENVIRONMENT Structured Unstructured Analytical Mining Text Discovery Text Categorization Text Sentiment
How To Transform Customer Service With Business Analytics
IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is
IBM Unica and Cincom Synchrony : A Smarter Partnership
DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements
Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.
data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center
customer care solutions
Your BANK Account balance: $2,345 Next payment due: 1/30/09 customer care solutions from Nuance Is it Time to Transform Your Contact Center? Migrate your Legacy IVR to Drive Your Bottom Line executive
THE 5-STEP GUIDE TO SUCCESSFUL CUSTOMER JOURNEY MANAGEMENT
THE -STEP GUIDE TO SUCCESSFUL CUSTOMER JOURNEY MANAGEMENT www.nice.com TABLE OF CONTENTS INTRODUCTION... THE TIME IS NOW... THE -STEP GUIDE TO SUCCESSFUL CUSTOMER JOURNEY MANAGEMENT... STEP -...6 STEP
Chapter 5: Customer Relationship Management. Introduction
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
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
Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service
Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service By Nancy Jamison Jamison Consulting January 2010 Jamison Consulting Page 1 1. Beyond Customer Satisfaction The contact
Using Analytics to Improve Your Interactions with Customers
Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across
The Inside Stories Behind Today s Most Successful Customer-Centric Companies
W E B C A S T S E R I E S The Inside Stories Behind Today s Most Successful Customer-Centric Companies July 24, 2014 2 pm to 3 pm EDT Featured Speakers Bob Thompson Founder & President Rob McCabe VP, Global
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.
Your customer engagement transformation starts here
Your customer engagement transformation starts here Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Exstream and HP TeamSite
NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty
Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate
Investing in Success Pega Solutions for Financial Service Institutions
Investing in Success Pega Solutions for Financial Service Institutions Join many of the industry s largest and most influential financial services institutions including HSBC, JP Morgan Chase, Lloyds Banking
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights
Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015 Torquex Customer Engagement Analytics Torquex Customer Engagement
Maintaining a Competitive Edge with Interaction Analysis
Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction
Use Your Contact Center to Build a Better Customer Experience
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
Consumers want conversational virtual assistants.
Consumers want conversational virtual assistants. Research Now study reveals insights into virtual assistants usage and preferences. 1 Table of contents 1 Survey says... / p2 2 Speak easy: how conversational
Multi Channel Feedback
Multi Channel Feedback Listening to the Voice of the Customer Presenter: Derek Brown VP EMEA Enterprise Feedback Date: 8 th November 2012 1 Why is Customer Experience Important? There is only one boss.
5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal
5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver
SUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
[ know me ] A Strategic Approach to Customer Engagement Optimisation
![[ know me ] A Strategic Approach to Customer Engagement Optimisation](/thumbs/39/19801344.jpg "[ know me ] A Strategic Approach to Customer Engagement Optimisation")
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
Nokia Siemens Networks Device Management Solution Executive summary
NOKIA SIEMENS NETWORKS DEVICE MANAGEMENT SOLUTION Nokia Siemens Networks Device Management Solution Executive summary 2/6 NOKIA SIEMENS NETWORKS DEVICE MANAGEMENT SOLUTION 1. Introduction In today s markets,
Using Email Data to Find New Customers. Andrew Howe, Sales Director UKI, Teradata Interactive February 26 th, 2015
Using Email Data to Find New Customers Andrew Howe, Sales Director UKI, Teradata Interactive February 26 th, 2015 About Teradata Interactive Vision To enable our customers to collect and use data to improve
Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.
Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the
Driving Effective Channel Incentive Programs
perspective Driving Effective Channel Incentive Programs - Mothi Raj Abstract Sales channel management is a critical part of businesses across industries. Those with robust sales channel management programs
CONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
NICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
Engage your customers
Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging
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
WHITE PAPER. SPEECH ANALYTICS for Predicting Customer Churn. Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.
WHITE PAPER SPEECH ANALYTICS for Predicting Customer Churn Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems... 3 Solution...
Partnership for Value
Partnership for Value Alcatel-Lucent Contact Center solutions and Microsoft Dynamics CRM Alcatel-Lucent Microsoft SISTAS Alcatel-Lucent Enterprise Forum 2008 Agenda 1. CRM in Contact Centers 2. Alcatel-Lucent
Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high