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Similaire à Unified Desktop by Microsoft CCA (20)
Plus de Kobi Magnezi (12)
Unified Desktop by Microsoft CCA
- 1. פותחים שולחן (עבודה)
בעידן הרב ערוצי
Kobi Magnezi
CTO, Financial & Technology
Matrix
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- 2. והָָארץ, הי ְתָ ה ת ֹהּו וָב ֹהּו,
ָ ְ ֶ
וְח ֹשְֶך, עַל-פנֵי תְ הֹום
ְ
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- 4. וַי ֹאמֶ ר, יְהִי אֹור; ויְהִי-
ַ
אֹור
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- 6. וי ַרא אֶת-הָאֹור, כִי-טֹוב; ַ ְ
ויַבְדֵ ל, בֵין הָאֹור ּובֵיןַ
הַחֹשְֶך
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- 8. CCF + Microsoft CRM
CCF integrates Sales and customer
service features:
Order
Invoice
Account
Contact
Contract
Case
KB Manager Products,
Leads
opportunity management
customer history,
automated incident management,
knowledge base
Microsoft CRM also includes reporting
tools for accurate forecasting and
measurement of business activity and
employee performance
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- 10. ?מה השתנה השולחן הזה
Consumers Evolution
Enhanced Number of
business channels
competition increased
Number of Business
systems increased
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- 11. Who’s and Who’s
Unified
Desktop Smart
Portal
Desktop
Performance
Support Beautification
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- 12. Rep
Based
Channels
Unified Direct
Desktop Channels
Technology
Social
Channels
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- 15. What is Unified Desktop
for the agent?
The agent’s
universal remote
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- 16. Unified Desktop Reduce
Average Handling Time
30s 2m 1m 30s
Agent
Customer Unified Agent Agent
takes call
bounce desktop resolves resolves
for broken
out of IVR navigation issue issue
cell phone
Dynamic navigation and
automation Call wrap-up
Consolidated Real-time
information speeds Minimal training recommendations Minimize
call kickoff redundant data
In-context information access
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- 18. Main features
Desktop feature Contact Center Efficiency Customer Experience
Impact
Holistic Customer View Higher success rate in Added value experience
up/cross sell
Multi customer / session Handle more inquiries Better service in less
support waiting time
Simultaneously access to Increase ability to Better Service
Knowledge Base customer inquiries
Tabbed Session Windows Quicker access to customer Less time waiting for
/ business information feedback
Automation Less time spend on data Less time waiting for
entering and application feedback
switching
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- 19. Everyone wins!
Agents
– Saves time logging in and out of apps
– Real time metrics and call status
– Workflows among apps
– Provides contextual information to resolve queries
IT team
– Lower training and maintenance costs
– Quicker deployment of new positions and apps
– Provide better support for different types of agent
Customer
– Consistent service quality across all media channels
– No need to repeat the story over again
– Improved first contact resolution
– Acceptable handle time
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- 22. Demo
Don’t hold your
breath anymore!
Let’s open CCA
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- 25. UI Automation - Improved Customer
Experience
Delight customers with fast and accurate service
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- 28. Demo
Hosting new
application and
developing work
flows
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- 29. Gazing ahead
CCA is ready for the
cloud: UD+S
(derived from S+S)
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- 30. Case study
Integrating
SharePoint based
Knowledge
Management to
enrich the agent-
customer interaction
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