BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow
BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice President BT Contact BT Advise Contact Alberto Luengo Head of Advise Contact BT Contact sales tools Kate Ross Head of BT Contact Marketing Why BT Contact Andrew Small Vice President BT Contact Q&A
We always start with our customers customer % using channel to communicate with organisations 77% phone 64% store 59% internet self-service 23% web chat 20% twitter and facebook 54% Phoned call centre last month (56% 2010) 59% Prefer phone to web FAQs (58% 2010) 10 billion minutes per year on our Inbound network In a month BT Cloud Contact delivers over 6 million voice calls and 500,000 messages and chats from consumers in over 170 countries with agents located in 40 countries. Over the last year, we have added 35 new clients to our cloud contact platforms. Last month we had 19,000 agents all over the world live on the platform. BT Contact. Relationships that grow 3
Autonomous Customer 2013 Twitter, Facebook driving social media service Growth in social media to interact with organisations: 39% of smartphone users do it while on the move 39% used their smartphone to comment on Facebook or Twitter about customer service just received only 19% Find it easier to contact organisations via Facebook 23% trust content on organisations websites BT Contact. Relationships that grow 4
Autonomous Customer 2013 Video: clearly and surely Video conferencing is 100% up on 2010 as video culture grows Which of the following would you use video content for? To see a product being used 46% 57% To get instructions 43% 52% To get more information 38% 45% To view adverts 33% 32% To see other consumers reviews 24% 30% To resolve a problem 28% 25% YouTube instead of Google to search new products 17% 24% Use Pinit weekly 9% 20% BT Contact. Relationships that grow 5
Autonomous Customer 2013 Fragvergence accelerates Organisations must support wider channel choice for consumers 82% Would like it if organisations always offered different channels to meet my needs Fragvergence research (BT/Avaya 2008) Consumers will use more channels to communicate with organisations, leaving the challenge of providing an integrated experience BT Contact. Relationships that grow 6
Autonomous Customer 2013 the Omni-channel delusion Consumers say organisations still struggle to link channels, 10 years on 1:2 say they constantly change the only 17% say organisations make it easy to way they deal with organisations switch between different channels 91% Organisations should make phone number clearer on all channels 97% out of stock products in store should be ordered for home delivery 94% Want to E-mail same agent spoke to 74% Want to choose where to return products to/from % using channel to communicate with organisations 77% phone 64% store 59% internet self-service 23% web chat 20% twitter and facebook 2:3 Find it difficult to switch from one means of communication to another without having to start the whole process again BT Contact. Relationships that grow 7
Autonomous Customer 2013 complex online self-service 9 in 10 consumers want support while online 45% prefer to deal with organisations over the internet than the phone (43% in 2010) 43% prefer using e- mail/website even when dealing with complex queries (up from 37% in 2010) Providing support to customers when things go wrong, will grow: 68% 89% would like web chat offered while I'm on the internet want my questions answered by a real person on phone/web chat while online shopping When you have problems with internet self-service which help would you prefer? Phone 64% 68% Email 54% 49% Call me button 28% 23% Web chat 23% 32% Video chat 19% 19% Website FAQs 14% 16% Online Virtual Agent 12% 14% BT Contact. Relationships that grow 8
Autonomous Customer 2013 the networked expert Agents in contact centres need help to deal with today s consumer Consumers often or sometimes struggle with agents 58% Have got better help from other consumers than agents 79% Agents have struggled to answer my queries 70% Often I know more about the problem than the agent 2:3 Have a better call if agent has same interests as me 85% Put me on hold as they don t know what to say 2:3 Agents haven t known what s on their website 71% If I don t get the answer, I call another agent 86% Happy to be transferred to someone trained to answer complicated questions 94% Want to e-mail same agent as spoken to BT Contact. Relationships that grow 9
BT Contact Inbound Contact Harness the reach, intelligence and reliability of our global voice network Optimise Contact Improve your operation by managing all your contact centre intelligence Auto Contact Provide a good experience by giving customers the option to self serve Cloud Contact Deliver contact centres anywhere in the world on a flexible basis Onsite Contact Powering your contact centre to serve customers more personally, productively and profitably Advise Contact Professional services expertise making it easier for you to deliver outstanding customer service
Inbound Contact Drive efficiencies and increase customer satisfaction with Inbound Contact Inbound Contact what s new? New tariffs in 8 new countries Drive efficiencies and increase customer satisfaction with the launch of Inbound Contact additional nodes Major upgrade in online experience Simpler and quicker control of your inbound numbers with enhancements to our web-based management tool. Inbound Contact benefits Save costs Attract customers in new geographies with lower call tariffs. Savings on average of 30% Create a local presence Offer local access numbers to end customers, making it easier and cheaper for them to get in touch Greater control from the portal Block unwanted traffic into your contact centre preventing nuisance calls from reaching agents.
Auto Contact Improve the customer experience and reduce costs with self service solutions Auto Contact what s new? Auto Contact in the US Extending our cloud based self service solutions to customers in the US and LATAM in addition to our existing capabilities in Europe and APAC Improved application development New online tool allowing customers to build or change self service applications across multiple channels quickly and simply. No need for specialist development. Auto Contact benefits Reduce costs Cost savings of up to 90% Utility based pricing model, pay for what you use Up to 65% reduction in development costs Provide more sophisticated applications driving costs saving through increased use of self-service Ease of management Develop, manage and deploy a single global self service application. *The Autonomous Customer whitepaper (APAC) 2012
Onsite Contact Powerful contact centre platforms from the leading technology providers Onsite Contact what s new? Proposition for the mid-size Avaya Aura Contact Centre, Cisco Unified Contact Centre Express, Cisco Unified Contact Centre Enterprise Packaged and Genesys One providing enterprise class features at a mid-market price for up to 1000 agents Managing Social media Avaya Social Media Manager and Cisco SocialMiner automatically process social media interactions Enabling video agents Cisco Unified Contact Centre Express V9 simplifies communications and strengthens customer relationships with a face to face customer experience. Onsite Contact benefits Simplify and reduce costs Simple design, pricing, ordering and deployment to single site or distributed contact centres, reducing complexity and operating costs Listen, monitor and respond Strengthen existing relationships, capitalise on new opportunities and reduce missed ones Transform customer service Make best use of your people and give customers face to face service without the wait by using video.
Cloud Contact Improved customer experience and greater resilience at less cost Cloud Contact what s new? Making agents better informed with new improved agent desktops One desktop is the BT desktop included with Cloud Contact. This version will be automatically available to existing customers with the latest update. This includes new connectors making it easier to integrate other desktop applications Finesse provides a thin client multimedia desktop allowing agents to customise their environment without an expensive technology overhaul More effectively managing social media Cisco SocialMiner efficiently and automatically processes social media interactions, delivering relevant actionable posts. Cloud Contact benefits Improve the customer experience Better informed agents Increase agility and reduce costs Scale and flex capacity when you need it and pay as you go Less hassle Agents can access every system from a single application Increase responsiveness Scan and monitor social media networks and present posts to advisors as a live feed.
Optimise Contact Insight to improve customer service and reduce costs Optimise Contact what s new? Optimise Contact New cloud service allowing contact recording, workforce management, quality monitoring, speech and text analytics available flexibly and on demand From 30 per user per month. Optimise Contact benefits Reduce costs Access a leading WFO solution from 30 per month Reduce implementation time Experience quicker rollout, lower upgrade costs and less technical risk Flexible, global capability Adopt a pay as you grow model, which offers flexibility and scalability.
Advise Contact Making it easy to optimise contact centre service and improve the customer experience BT Advise Contact what s new What s new? Refreshed professional services offer to reflect the growing need for more efficient contact centres, increase in new channels and growth in new models such as hosted and cloud-based solutions. The BT Advise Horizons approach ensures contact centres are linked to business goals. BT Advise Contact benefits Reduce issue resolution time Sorting complex enquiries quickly and efficiently and improving first contact resolution ratio Strengthen customer and staff satisfaction Growing stronger, more profitable relationships with customers. And reducing customer and employee dissatisfaction at the same time Reduce costs Increasing productivity and reducing costs by offering contact centre solutions including a range of managed services tailored to business needs.
Sales tools for BT Contact Physical Showcase refresh BT Contact Internal win wall Visual removed as client names/logos not approved for external use BT Contact Whitepapers BT Contact App for Apple/Android New Virtual Showcase
Making it work for our customers We are continually striving to improve the experience our customers have at every touch point. With extensive experience in offering multinational companies IT applications and services, BT has illustrated that they are in the position to help us do this throughout the world. Simon Harper, Vice President, Global Customer Experience Onsite Contact was chosen by a not for profit Health Insurer in Western Australia to transform its legacy technology. The deal will provide the latest Avaya contact centre solution to maximise their ability to seize opportunities and manage risks. BT completed the implementation of a Cloud Contact Cisco solution for a leading retailer. The first 2000 seats were up and running within 3 months providing a flexible solution that scaled to meet the UK Christmas shopping peak in November. This well known airline chose Cloud Contact Cisco across 4 sites, with 400 agents, in order to provide multimedia capability and global virtualisation across all current and future contact centre sites as well as remote and homeworkers. The solution can scale to meet growth, seasonal peaks and unexpected events whilst improving the customer experience and providing the flexibility to roll-out rapidly to new markets. BT Advise Contact worked with us to devise a strategy to consolidate our contact centres into a single cloud-based solution. The ability to integrate modular functionality such as ACD and multichannel CRM as part of the service was a key attribute. The flexibility to instantly adapt to our growth needs was another critical factor. Vynet Bravo, Director of Contact Centre Operations
We make it work using our latest consumer research and technology insight to keep you ahead for the future, integrating new media channels without increasing complexity to help you simultaneously improve the customer experience and reduce your costs for you, with a choice of delivery, market leading vendors and commercial options end to end by connecting customers all over the world to networked experts wherever they are, reliably, and at the lowest cost. BT Contact. Relationships that grow 19