Transcript Avaya Technology Forum Breakout

©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Methods to Optimize Your
Customer Experience
Roxanne Burkey
Director, Technical Solutions Marketing
Avaya
#AvayaATF
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Delight Your Customer!
• Total Customer Interaction Enablement
• Contact anywhere, anytime, anyway
• Rich Customer Experience
• Case studies
• Performance Management
• Optimize customer, agent, management experience
• Professional Services
• Key Learning / Summary
• Additional Information / Resources
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Today’s Customer Service
and Sales Reality
Increasing Economic
Pressures
Changing Patterns of
Customer Service
Increasing Customer
Expectations
Increasing Competitive
Pressures
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
How Will You Keep Pace?
Do I appreciate the impact customer experience
could have on my organization’s brand?
How do I ensure that I constantly improve
the customer experience?
Will my current technology enable the
growth that I need?
Is my customer experience strategy aligned
to my processes, people, culture?
Can I deliver a sustainable, growing ROI
from my customer experience investment?
Does my current Customer Experience Strategy
improve Net Promoter Scores and Customer
Lifetime Value?
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
The Avaya Customer Experience
Framework
Actionable Insights. Better Engagement. Superior Results.
Engagement
EXPERIENCE
Enterprise wide
1:1 Matching of Customers
to Resources using Contextual
Engagement
Awareness
PERFORMANCE
Actionable Insight
End to End, Scalable, Real Time Business Intelligence and Insight
MANAGEMENT
Right
Media, Right
INTERACTION
Time Customer
Connected, Intelligent, Persistent
Streamlined, Simplified, Business
Driven Management
DESIGN
Seamless, Connected Customer
Experience
Awareness
Persistent Conversation
Preserve Existing
Investments
©2013 Avaya Inc. All rights reserved
Leverage Common,
Open, Connected
Platform
Layer on New
Capabilities
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Connect to Avaya,
Third Party and
Competitive Solutions
February 26-28, 2013 | Orlando, FL
Customer Interaction Enablement
• Blended Customer Interactions
• Voice, eMail, SMS, Web Chat, Social Media, etc
• Agent Enablement
• Tools, business processes, ability, etc.
• Proactive Outreach
• How and when to reach out
• Connecting with backend data systems
• Customer history, preferences, status, etc.
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Avaya Customer Experience
Framework Integrated
Connected to a Larger Ecosystem
Outsourcers
Supply Chain
Devices
EXPERIENCE MANAGEMENT
PERFORMANCE AND ANALYTICS
Your
Customers
MANAGEMENT
DESIGN
INTERACTION
Business
Applications
Business
Processes
Contact
Center
Collaboration
Framework
Enterprise
Resources
Networking
Equipment
Open Framework to Connect with Avaya, Third Party and Competitive Solutions
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Proven Business Impact
Provide Exceptional Service at a Lower Cost and Better Margins
For Your Customers
For Your Business
For Your Employees
Anytime, anywhere, any
channel
Differentiated brand
More personalized experience
Lower costs, increased
revenue, improved
profitability
Right information and
resources to work effectively
Flexible architecture while
managing business complexity
Flexibility and empowerment
Reduced waiting and transfers
Improved first contact
resolution
Better Net Promoter Score
Customer Satisfaction
Customer Lifetime Value
99% of customers report very
courteous service
Increased sales 20%, improved
customer satisfaction
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Positive, productive work
environment
Opportunities to collaborate
Staff Retention
160% ROI... Lower attrition,
increasing productivity
February 26-28, 2013 | Orlando, FL
Richer Customer Interactions
Create Frictionless Service, Make Life Easy, to Differentiate
Technical
Support
Type of
Issue
©2013 Avaya Inc. All rights reserved
Basic
Troubleshooting
Description of
Problem
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February 26-28, 2013 | Orlando, FL
Why Avaya for Customer Experience
Management?
Expertise and
Best Practice
Positive Impact on
Business Results
Proven, Reliable
Solutions for Today
and Tomorrow
©2013 Avaya Inc. All rights reserved
• #1 market share globally (36%), leader in Gartner
Contact Center Magic Quadrant1
• J.D. Power and Associates “Excellence in customer
service and support” fourth consecutive year2
• Global partner ecosystem of industry and application
development specialists, backed by Avaya
•
•
•
•
97% of customers experiencing First Contact Resolution 3
84% of customers satisfied with service 4
3 x improvement in sales 5
Customer service ratings increase average of 28% with
Avaya 6
• Solution to address current requirements and future
growth
• Proven business transformation methodology
• Avaya commitment: “Your Path, Your Pace, Your
Choice”
• Mission-critical reliability so you can sleep at night
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February 26-28, 2013 | Orlando, FL
Imagine…
Creating a Whole New Customer Experience…
For Each Customer, Every Time
Right Media,
Right Time
Enterprise
wide
Engagement
Actionable
Insight
From Simple “Reaction”
…to Proactive, Dynamic,
Personalized Experience
From Silo’d Interactions…
…to Connected, Aligned
Resources, Functions,
and Processes
From Basic Understanding…
…to Knowing Preferences,
Value, Current Situation...
and Acting on It
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Performance Management
• Agent resource management for a Contact
Center
• Avaya Workforce Optimization
• Real-time reporting for empowered agents
• Real-time Speech Analytics to measure
customer interactions
• Why is this valuable?
• Historical metrics and analytics
• Integrated metrics for all contact types
• Measurement for Agent/Representative efficiency
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Avaya Aura® Workforce
Optimization Components
Desktop &
Process
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Performance
Management
eLearning
& Coaching
WFM
Quality
Monitoring
PCI Pause &
Resume
Encryption
Voice &
Screen
Recording
Compliance & Liability
Operations Centric
Customer Centric
Performance Optimisation
Contact Center Maturity
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Customer Case Study: IT Navigator
Reduce Agent Turnover with Improved Job Satisfaction
“We have been able to make productive changes within our own CRM system and develop
more efficient internal processes because we are able to recognize tools that our agents
may be lacking.”
— Arik Shtilman, Vice President of Marketing and Business Development,
IT Navigator
Business Challenge
•Ability to Document
and Meet Tight SLAs
• Monitor quality
and continuously
=
improve
• Optimize
workforce
scheduling
©2013 Avaya Inc. All rights reserved
Solution
•Workforce
Optimization
Including:
• Call recording and
=
quality monitoring
• Workforce
forecasting and
scheduling
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Impact
• 30% reduction in new
agent training time
• 20% savings in
workforce time by
=
effective agent
scheduling
• $100,000 annual
savings in penalties
February 26-28, 2013 | Orlando, FL
Avaya Speech Analytics Can Help
Your Business
Improve
operational
efficiency
©2013 Avaya Inc. All rights reserved
Identify new
revenue
opportunities
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Address
regulatory or
policy
compliance
February 26-28, 2013 | Orlando, FL
Delivering End-to-End Analytics
Self-Service
Experience
Cradle
Customer – Agent
Interactions
Agent Behavior
Routing Flow
Effectiveness
Customer Experience
+ Interaction
Content
(the speech)
Grave
Gain greater insight and improve user experience end-toend by combining analysis across all these activities
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February 26-28, 2013 | Orlando, FL
Improve Quality Control
Regulatory Compliance
Financial Services Provider
Key Business Issues
• Complaints re: PPI
escalate to regulatory
body
Analytics Insights
• Agent adherence
• Complaint handling
skills are poor
•Customer churn high
ROI
• Customer churn rates
reduced from 20% to
15%
• Cost of discovery
reduced
•Combined ROI: $548K
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance
Center Architecture
Built on Best-In-Class Infrastructure
Avaya Performance Foundation
•
•
•
•
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Business Intelligence Engine
Data Warehouse
Historical Data Import
Real-Time Data Input
Extract Transform Load (ETL)
Avaya Performance Analytics
•
•
•
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Speech Analytics
Contact Flow Analytics
First Call Resolution
Agent Interaction Analytics
Avaya Performance Reporting
•
•
•
Unified Historical Reporting
Unified Real-Time Reporting
Report Designer
NDA / CONFIDENTIAL ONLY
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Contact Analyzer
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance Center
Evolution
CMS Complement
Unified Reporting Evolution
Unification
Integration
Consolidation
• Enterprise-wide CMS Historical
• High Availability
• Multi-Host
Analytics
• Speech
• Cradle-to-Grave
•Dynamic Routing
•Self-Service
•Assisted Service
• Experience Management
•
•
•
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Cross portfolio Avaya contact center solutions
Full Multi-tenancy
Broader 3rd party integration
External feeds via web-services and
ODBC/JDBC
Enterprise-Wide CMS Real-Time
• Contact Flow
First Call Resolution
Agent Interaction
Unified Reporting and Analytics Platform
Voice | Dynamic Routing | Self Service | Web | Mobile | Social | Video | WFO
APC 7.0
©2013 Avaya Inc. All rights reserved
7.1
Future
February 26-28, 2013 | Orlando, FL
AAPC Source Adoption
Real-Time
Dashboards
WFO
RT
AIC
Real-Time
Notifications
POM
AACC
EDW
AAEP
OBIEE
Real-Time
Event
Processing
PC
Analytics
Historical
Enterprise
ELITE
AAEM
CMS
IQ
CMS ECH
Data Import
Historical Feed
Data
Sources
©2013 Avaya Inc. All rights reserved
Service
Bus
Data
Grid
Reporting
Platform
Reports
February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance Center
End State Vision
Report user view
• Access all reporting and
analytics from one place, for
all report users
Performance Center
User Workspace
• A consistent user experience,
tailored to the needs of each
user
Performance Management
Applications
Adaptive Contact Center
Performance Center Platform
• Alerts & notifications to
agents, supervisors,
managers, & key stakeholders
Source Applications
©2013 Avaya Inc. All rights reserved
• Performance KPIs for
resource selection and work
assignment
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February 26-28, 2013 | Orlando, FL
Customer Case Study:
Thompson CAT
Improved reporting both real time and historical
“Avaya IQ has opened up a whole new dimension of improvement for us... with powerful
tools to identify problem areas, deploy measures for improvement, and track our
progress.”
— JJ Lay, Six Sigma manager
Thompson CAT
Business Challenge
•Disparate phone
sytems
•Wasted time for
agents and= their
customers
•Improve customer
service
•Improve company
image
©2013 Avaya Inc. All rights reserved
Solution
•Avaya Call Center
•Avaya IQ
=
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Impact
• Immediately
identified problem
areas, make steps
toward improvement
=
• Improved Agent
productivity and
performance
• Enhanced customer
experience
February 26-28, 2013 | Orlando, FL
Ensuring Value Delivery & Success
Avaya Professional Services
An end-to-end approach, with support
in all key areas, including:
• Program and project
management
• On-site pre-implementation
and implementation support
• Product training/knowledge
transfer
• Remote support
• Application development
• General customer support
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Key Learnings/Summary
• Delighting your Customer is possible with
integrated Avaya Contact Center Solutions
• Enabling Customer contact anytime, anywhere,
and anyway they wish
• Insuring your representatives are trained in
more that just voice interactions.
• Be prepared to measure performance, analyze
current interactions and adapt to changes
required by customers and your business
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Our Promise
Delivering Tomorrow’s Experience Today
Innovative, Market-Leading Ideas
Proven and Reliable Solutions
Business Results-Driven Focus
Your Path, Your Pace, Your Choice
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Thank you!
#AvayaATF
©2013 Avaya Inc. All rights reserved
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February 26-28, 2013 | Orlando, FL
Resources
• “Managing” a winning strategy link:
http://www.avaya.com/usa/resources/type--videos/page--5/
• Compelling Contact Center & SIP
story: http://www.avaya.com/usa/resources/type--videos/
• Midsized Contact Center Link:
http://www.avaya.com/usa/solution/offer/customer-experiencemanagement-for-midsize-contact-center
• VUPS video customer spotlight:
• http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/
master-usa/en-us/resource/assets/videos/cb_vups.flv
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February 26-28, 2013 | Orlando, FL
Definitions
• Business Issue(s) - What customers need to address and resolve
to achieve their business objectives which is increased levels of
profitability
• Problem - The difficulties that prevent them from being able to
satisfactorily deal with or resolve their business issues
• Solution- The capabilities that any vendor needs to provide to
enable the customer to properly address their business issues (key
differentiators that are tied to problems)
• Value - The only thing that matters is the customer's perception of
the value of being able to resolve their business issues and it is
always a combination of tangible and intangible components.
• Power (the target buyers) - Understanding of and access to who
can say yes or no to the decision.
• Plan - the actions / steps required to solve the Business Issue
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February 26-28, 2013 | Orlando, FL