Transcript Slide 1

Le nuove tecnologie a supporto del
Contact Center di ultima generazione
(Demystifying the Future of the Contact Center)
Milano 10 febbraio 06
© 2004 Avaya Inc. All rights reserved.
Patrizio Di Carlo
Customer Imperatives Drive our
Technology Roadmap
Business
Imperatives
Revenue growth:
superior customer
service
Cost reduction:
worker & business
efficiency
Manage risk
Worker
Imperatives
IT
Imperatives
Mobility with
ubiquitous access
Rapid, flexible
deployment
Ease of use supporting
a variety of devices
Flexibility for new
business models
User control, privacy
& security
Integrating business
processes
Clear ROI &
investment protection
Option to build or
outsource
Scalable, secure,
reliable, manageable
© 2004 Avaya Inc. All rights reserved.
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Improving Customer Service, Worker
Productivity and Business Efficiency
Optimizing the Distributed Enterprise for Growth
Customers
Dynamic & ubiquitous access to key resources & expertise 24 x 7
Consistent experience across locations and modes
Easy to use; easy collaboration
Multi vendor/standards based systems and support
Holistic, intuitive approach to management, reporting and
presence across the enterprise
Locations
© 2004 Avaya Inc. All rights reserved.
Always on:
Secure, reliable, scalable
and manageable
Workers
3
Customer Service for Sustained
Competitive Advantage
Virtual infrastructure
Information Management
Seamless delivery of
applications and services
Central Site, Branch, Remote
Channel integration
Integrating customer
information and interactions
across multiple media (voice,
web, chat, email, etc.)
Capture, Reporting
Retrieval and Analysis
Real-Time Information
Expertise on-demand
Connecting customers to the
right people at the right time,
anywhere
Presence, Interruptability
Skills, Knowledge
Differentiated service
Customer
Enhanced self-service
Embedding strategic
customer segmentation in
customer-contact operations
Bringing customers inside
a company’s business
processes
© 2004 Avaya Inc. All rights reserved.
4
Today: Communication for the
Multi-Location Enterprise
• Capabilities reflect site size
not importance
• Local buying decisions:
– Reflect site specific work
– Result in incompatible
systems & duplication
Mobile Worker
Satellite
• Limited:
– Flexibility
– Leverage between sites
– Access to distributed
expertise and resources
– Consistency in end-user
experience
HQ
Kiosk
Small Branch
• High turnover of locations
• Little / no infrastructure support staff
© 2004 Avaya Inc. All rights reserved.
Medium Branch
Large Branch
Virtual Office
5
Tomorrow: Distributing Communication
Applications Across the Multi-Location Enterprise
Using IP
Virtual Contact
Center
Centralized Management
Scalability, Reliability
Security
Worker
Mobility
PSTN
Broadband
Consistent user
experience and
capabilities
Transparent
extension to
mobile workers
Universal
Branches
Application
Gateways
Branches leverage
central applications,
resources and each
other
Improving customer service, worker productivity and business efficiency
© 2004 Avaya Inc. All rights reserved.
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SIP is a Key Enabler for Intelligent
Communications
Multi-Vendor Interoperability
Supports Multi-Site connectivity, Branch, Home Agents
Ease of Integration among components
IT Alignment – Familiar Technology
Presence and Events
Easy Propagation Between Components
Richer Services; e.g. Resident Expert
Native Support for Multimedia
Uniform Policies Across Media
Multimodal Interactions
Broadband/3G-Ready
Easier Call-Context Integration (CCI)
Transport Context with Signaling
Extend CTI to Rest of Enterprise
© 2004 Avaya Inc. All rights reserved.
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Improving Customer Service Utilizing
Multimedia, Presence and Context
PSTN
Voice
& visual
contact
PSTN
Mobile
speech
access
Click-toconnect
web users
© 2004 Avaya Inc. All rights reserved.
Broadband
Wireless
Universal
Branches
Route to
any agent with
caller’s context
Access to
experts with
caller
context
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Today: The Agent is at the Service
of the Customer
Finance,
Logistics, …
Product
Specialist
IVR
Supplier
Web
Self-Serve
Customer
Branch
Office
Interaction
Center
Resident
Expert
Business Processes,
Rules and Routing Engine
Regional
Rep
Business
Applications
Data and
Intelligence
© 2004 Avaya Inc. All rights reserved.
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Tomorrow: The Entire Enterprise is
at the Service of the Customer
Finance,
Logistics, …
IVR
Customer
IVR
Web
Self-Serve
Web
Self-Serve
Interaction
Center
SIP and
Communications
Services
Product
Specialist
Supplier
Branch
Office
Resident
Expert
Business Processes,
Rules and Routing Engine
Business
Applications
Regional
Rep
Data and
Intelligence
© 2004 Avaya Inc. All rights reserved.
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The Entire Enterprise is at the
Service of the Customer
Business communications, contact center practices, business
processes and functions merge
Access knowledge across the extended enterprise
Contact Center Agents
9 million
Workers Servicing Customers
100 million
Customer
Enterprise Workers
>400 million
© 2004 Avaya Inc. All rights reserved.
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Intelligent Communications
Correlates with
Higher Communications Intensity
© 2004 Avaya Inc. All rights reserved.
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Intelligent Communications
Enterprise Workers
>400 million
Workers Servicing Customers
Contact Center Agents
100 million
9 million
Correlates with
Higher Communications Intensity
© 2004 Avaya Inc. All rights reserved.
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Demystifying the Future
of the Contact Center
The critical business importance
of the contact center
© 2004 Avaya Inc. All rights reserved.
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Driving Business Results
“Help Me Grow Efficiently and Better Serve My Customers”
CMO
CEO
Grow Revenue
“Our main priority is on winning
business back and growing
our top line.” 1
Reduce Costs
“Even in growth markets, cost
reduction is a top-of-mind issue.
We have to reduce overhead while
maximizing efficiency” 2
CIO
Lower Risk
“Our top two business priorities
are security & continuity, after that
next priorities are numbers
5 and 6.” 1
COO
Footnote: 1. Mercer Management Consulting, interviews with 50 c-level executives, April 2004
2. Lane & Co., focus group discussions, March 2004.
© 2004 Avaya Inc. All rights reserved.
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Contact Center Accountability
Pressure From Many Forces
External Forces
Internal Forces
Board
of
Directors
Increase
Shareholder
Value
CEO
Sales &
Marketing
Improve
Bottom
Line
Results
Grow
Revenues
Profitable
Growth
Improve
Customer
Lifetime
Value
Collect
Relevant
Data
Protect
Brand
Equity
© 2004 Avaya Inc. All rights reserved.
Finance Operations
Lower
Costs
IT
Human
Regulatory
Resources Customer Agencies
Manage
Workflow
Utilize
Existing
Technology
Reduce
Staffing
Provide
Quality
Service
Protect
Privacy
Increase
Efficiency
Do More
With
Less
Retain
Employees
Provide
Multiple
Points of
Access
Follow
Vertical
Regulations
Provide
Adequate
Training
Ease of
Use
Increase
Response
Times
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Business Communication
Strategy Is Critical
drives
Business Strategy
Business Communication
Strategy and Architecture
Technology Strategy
Deployment & Management Strategy
enables
© 2004 Avaya Inc. All rights reserved.
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Blending Business
and Operational Strategy
The Historical Contact Center Challenge
© 2004 Avaya Inc. All rights reserved.
Efficiency
Effectiveness
(Cost Focus)
(Revenue Focus)
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Effectiveness Focus
Customers As Assets
Efficiency Focus
Customers As Transactions
Riding the Contact Center Waves
“Call Center”
Strategy: Automate Service
Tactic: Automated Issue Tracking
“Contact Center”
Strategy: Generate Revenue
Tactic: Blending Marketing and Service
Extended Contact
Center
Strategy: Balance of
Efficiency &
Effectiveness
Call Center “Efficiency”
Strategy: Increase Agent Productivity
Tactic: Knowledge Base Tools
“Post-Internet” Call Center
Strategy: Cut Costs Efficiency
Tactic: Call Deflection and Migration
to Non-phone Channels
“Help Desk”
Strategy: Call Efficiency
Tactic: Get Calls Resolved Quickly
1970
1980
© 2004 Avaya Inc. All rights reserved.
1990
2000
2001
2002
2003
2004
2005
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Today’s High Performance
Contact Centers Will…
• Be revenue centers, not cost centers
• Be the primary channel for customer relations,
including support, sales and marketing activities
• Offer timely and accurate information to customers
• Be the central source of data for management decisionmaking that involves the customer
• Expand into Web-based channels
• Allow technology to unburden routine tasks
• Employ clusters of highly trained and empowered
service reps, who have at their disposal a vast,
multimedia and integrated network of customer data
© 2004 Avaya Inc. All rights reserved.
20
How Companies Are Addressing an
Efficiency/Cost Savings Focus
• Site and Server Consolidation
– “Flatten, consolidate, extend”
• Lower operational costs
(systems/software/people)
• Increased efficiency of interactions
(“one and done,” “right place, first
time”, etc)
• Call avoidance and containment
Operational Efficiency
using natural language and
self-service
• Automated agents
• Offshore, near-shore and outsourced
contact center operations
© 2004 Avaya Inc. All rights reserved.
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How Companies Are Addressing
Effectiveness/Revenue Focus
• Advanced segmentation based
on customer lifetime value (CLV)
or other higher-order customer
models
• Up-sell/cross-sell/saves based
on customer segment
• Knowledge management
• Predictive customer analytics
Personalized
Customer Care
• Predictive call routing
• Blended operational and
business reporting
© 2004 Avaya Inc. All rights reserved.
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Make Money and Save Money
Delivering Significant Lift in Both Areas - Simultaneously
Efficiency
Effectiveness
(Cost Focus)
(Revenue Focus)
Significant ROI
© 2004 Avaya Inc. All rights reserved.
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