IPnett Contact Center Workshop, OSLO 4th December, AVAYA

IPnett Contact Center Workshop, OSLO 4th December, AVAYA
Avaya Contact Center Update December, 2013
Agenda  Key Trends  Customer Experience Management  How to get there  What’s next  Practical Roadmap  Summary Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
Avaya Contact Center Solutions Customer Service Trends © 2011 Avaya Inc. All rights reserved. 3
Trends 2013 / 2014 2013  Rich media / consistent service across channels 2014  Voice of the Customer  Mobile  Knowledge Management/Context  Social Media  Mobile  Personalization  Social Media / Video / Collab.  Proactive Outreach  Cloud  Analytics/Big Data  Analytics/Big Data Nemertes, Forrester, Avaya, BT  Gamification Voicetrust, Avaya, InContact, Vivint, Aptean, Logmein Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4
Customer Experience Management © 2011 Avaya Inc. All rights reserved. 5
Why Customer Experience? BUY MORE from companies that make it easy to do business Millennials will stop doing business with a company after one bad experience WEB CHAT INTERNET SELF-SERVICE TWITTER, FACEBOOK PHONE STORE say they constantly change how they deal with organizations 9 of 10 consumers want support while online % using channel to communicate with organizations Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6
A 2% increase in customer retention has the same effect as decreasing costs by 10% On average, companies churn 50% of their customers every 5 years 68% of customers leave because of the treatment they have received from customer service Many companies lose 20% of more of their customers within the first 12 months of getting them $243 A 5% increase in customer retention can increase profits by 25%125% 62% of Senior Executives have their compensation tied to Loyalty Scores Repeat customers spend 33% more than new customers Companies that prioritize the Customer Experience generate 60% higher profits than their competitors “Our primary focus is on strengthening the customer experience in order to raise customer retention. To us, a 1% increase in retention equates to $700M. Alicia Boler-Davis, VP Global Quality & Customer Experience Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7
The Upside of Getting it Right: Better Experiences Can Drive Revenue Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012” Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8
The Upside of Getting it Right: Better Experiences Drive Better Returns 30% CXi Leaders 22.5% Cumulative total return 20% 10% 0% -10% S&P 500 Index, -1.3 -20% -30% -40% -50% CXi Laggards -46.3% Source: Forrester and Watermark Consulting Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9
The 360 degree Customer Journey Renew Purchase Feel & Compare Products Select Place an Order Disconnect Leaving Promote Promotion Offer Retain & Winback Maintain Chasing Order Breakdown Damage Own Buy Troubleshoot Upgrade Receipt and Setup Mobile/Web Research Research Interesting! Find Out More! Use Receive Learning to Use Product Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Making a Payment Onboard 10
Driving Lifetime Value Enhancing Interactions Enabling the 360 degree Customer Journey CC Mobile Automated Web Chat Renew Purchase Feel & Compare Products Select Place an Order Disconnect Leaving Promote Promotion Offer Retain & Winback Maintain Chasing Order Breakdown Damage Own Buy Troubleshoot Upgrade Receipt and Setup Mobile/Web Research Research Interesting! Find Out More! Use Receive Learning to Use Product Social Media Proactive Outreach Proactive Outreach Video Advanced Wait Treatment Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Security & Biometrics Making a Payment Onboard Enterprise Call Routing Automated Chat Email, Speech Callback Assist 11
Customer Lifetime Value  Customer Lifetime Value is a prediction of the net profit attributed to the entire future relationship of an Enterprise with a customer – Typical Metrics include – Net Promoter Score (NPS) – Willingness to Recommend  Customer Lifetime Value is positively correlated with Customer Experience  Customer Experience is delivered primarily in infrequent interactions between Customers and Enterprises Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12
Customer Lifetime Value Framework Operational KPI Improvements can Drive Successful Top Line Results Income Statement Strategic KPI’s Strategic Objectives Retention Retention Rate Avg. Support Cost Operational KPI’s First Contact Resolution Customer Effort Score Cost per Resolution Channel Mix Wallet Share Revenue Margin per sale Total Yearly Spend Loyalty Advocacy Referral Rate Portfolio % Net Promoter Score Referral Rate Support Overall Support Cost Cost Acquisition Acquisition Cost Average Handle Time Transfer Rate Cost per Campaign Cost per Acquisition Customer Lifetime Value & Customer Profitability Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13
Focussing on the customer Customer Effort Score  Industry Trends - focusing on customer loyalty “How much effort did you personally have to put forth to handle your request?” NPS : Net Promoter Score A great overall relationship level metric; price, product, customer service CSAT : How someone feels about a specific interaction CES : A strong predictor of loyalty *Source: Harvard Business Review, March 2012 NPS and CSAT are not enough Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14
Three Principles at Avaya CXO Level Customer Experience Goals Contact Center Operations Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Transformative New Technology 15
Our Vision The Aware Customer Experience Aware of Relevant Context including History, Resources and Processes One Company Proactive Personalized Anticipate, and Respond Across Channels & Over Time One Customer Connecting Interactions across Channels into a Seamless Experience Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16
Next Steps © 2011 Avaya Inc. All rights reserved. 17
Multi-channel, unified-view with rich context Automated Recording WEB AACC Agents Client EMAIL IM Expert Expert Expert Scanned Docs / FAX Business Applications Social Media Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19
Customer Experience Management Customer Service “On the Go” Technical Support Type of Issue Basic Troubleshooting Description of Problem Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20
Actionable Social Media Contact Center Business Contact Keyword Driven Language Sentiment 432 Actionable Mentions Customer Managed Agents sales Business Partner support Public Cloud Contact Center Blended Agent Routing AACC, CC7.x, AIC marketing CC Ready? •Governance •Agent readiness •SLAs Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Reporting Metrics / KPIs tracking / SLAs 22
Web and Video Click to Talk Click to Video CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK AGENT TEXT CHAT CUSTOMER Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. APPLICATION SHARING 24
Throughout Every Customer Interaction… Avaya Self Service Plays a Role - Beginning to End • • • • Proactively notify Offer call back Collect information Authenticate customer …In Front • Segment customers • Intelligently match work to resources • Personalize wait treatments Self Service… • Collect customer feedback • Process payment • Proactively notify …At the End …During • Automate transaction • Automate web chat • Process payment Exceptional, Targeted, Personalized, Accessible Avaya - Proprietary. Use pursuant to your signed agreement or AvayaExperience Every Time Customer policy. 26
Avaya Vision Simplify Customer Experience Orchestration Outbound Apps Outbound Notifications Payment Reminder Subscription Renewals Product Support Corporate Directory Customers Self Service Product Promotion Contact Centre Ordering and Payments Inbound Orchestrate phone, email, SMS text outbound and phone and video Avaya - Proprietary. Use pursuant to yourinbound or Avaya policy. signed agreement interactions – all from one platform 27
Call Volume Efficient Workforce Management Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31
Process Discovery  Detailed process reporting allows for the identification of critical process variances, missed steps and non-compliance What we think is happening: What is actually happening: Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 32
Avaya Speech and Call Flow Analytics Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
Full Voice of the Customer Dashboard A Single View with  Comprehensive Voice of the Customer &  Relevant Operational Metrics Tailored to the each users role, scope, and needs  Dashboards were previewed in r11- But r12 gives full use with many new views inc: – Quality Monitoring – Speech Analytics trend results Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 34
What is it? IVR Avaya Customer Feedback Mobile EFM Web Email Panels Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 35
A glance to the future © 2011 Avaya Inc. All rights reserved. 37
Evolution Path to Experience Management Interaction Today Web & voice self service Next 360° multi-media experience Completion of transaction Simplified implementation Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. On the Horizon Automated and assisted service working together as the ultimate agent 38
Evolution Path to Experience Management Experience Today Predictive routing to best agent Next On the Horizon Expand into enterprise and other business processes – 2 way communication Sophisticated matching driven by dynamic customer value and business need Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 39
Evolution Path to Experience Management Performance Today Statistical reporting: Abandon rates Service indicators Next On the Horizon Speech analytics 100% Listening Simple “Google like” query Contact Flow analytics Harness big data Multiple sources Performance, power, accuracy Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 40
Putting it into the Practice © 2011 Avaya Inc. All rights reserved. 41
Avaya Aura Contact Center Roadmap Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 42
Summary © 2011 Avaya Inc. All rights reserved. 43
Our Commitment Solution path for every customer Experience management vision by leveraging existing investments AND easily adding new applications along the way Simplification Packaging for mid market and enterprise product and professional services Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Customer choices Deployment models: virtualized data centers, CAPEX/OPEX choices 44
Avaya Collaborative Cloud™ Portfolio Avaya UC/CC/Video as-a Service Private Hybrid OPEX Subscription License Cloud Public Scalable and Extensible for UC and CC Avaya Operations Services Next Gen Public Cloud Hosted Cloud Enablement Public Cloud Avaya Collaboration Pods CAPEX Perpetual License On-Premises Avaya On-Premise UC/CC/Video Products & Services Managed Private Cloud Private Cloud Build Out Build Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Manage Enable Deliver 45
Ten Reasons to Consider Avaya 1 2 3 4 5 6 7 8 9 10 Avaya has a Complete Solution Strategic Communications Consulting World Class Products Trusted and Tested Benchmarks Fast Integration with Popular Monitoring Software Leading Partnerships Thought Leaders who know Social Media We know Contact Centers Trusted Brand Name J.D. Power and Associates Recognized Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 46

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