improve customer satisfaction and fcr with webrtc-based live digital engagement, cc/crm conference...

November 17, 2016Sajeel Hussain(sajeel@cafex.com)

Improve Customer Satisfaction and First Call Resolution with WebRTC-Based Live Digital Engagement

Disrupt or get Disrupted Video !!

1. Mobile and Web is going to become the face of customer engagement (Death of 1-800-number)

2. Rise of WebRTC and other technologies ----but pssst: Enterprises don’t really care about WebRTC…..they care about business outcomes

3. A holistic approach wins – address needs from a Consumer, IT & LOB perspective

3 Takeaways!

• Communications systems are silo’d from business tools

• Context of Communications is lost• Business is forced to change to use antiquated communications systems and requires complex

integrations

• Collaboration becomes contextually rich and meaningful• Core to the business and accessible by ANY user ANYWHERE• Integrated with business tools and streamlines employee work flow• Drives employee productivity and improved customer engagement

BI, Big DataAnalytics

ERPSFA

Businesstools

Collaborationtools

Video | Voice | UC

Others…CRM

Our visionToday

Collaborationtools

Video | Voice | CCSDKs | Co-browsePervasive video

Silo’dTechnology

ContactCenter BI, Big Data

Analytics

ERPSFA

Others…

ContactCenter

Our Purpose: Transforming Online Customer Engagement

Real-time Omnichannel

built into mobile apps &

websites No downloads or plugins!

Integrate with

existing CC/CRM systems

Collaboration Drives Business: Our Solution PortfolioEnterprise

Videosystems

Voice / UC

CRM HR

Live Assist#1 Omnichannel customer

engagement• In-app voice / video / chat• Co-browse, screen share• Mobile / web SDKs

collaboration core

Agents

Supervisors

#2Supervisor Assist

• Real-time coaching• Multichannel

engagement

Guests / Partners#3 Pervasive video

• Video to every user• 100% browser support• Integrates with in-room

systems

Live Assist®Multi-Channel Real-Time Engagement Made Simple

Real Time Chat with Integrated Co-Browse – Live AssistCustomer enters financial websiteChat is offered as an engagement opportunityCustomer selects chat and receives wait time if required

Customer interacts with agentAgent asks if the customer

would like to share their browser tab

Agent guides customer to resolutionAnnotates on screen to helpShares documents for review

A Faster Way to Co-Browse with Customers during CallsLive Assist Short Code provides a quick mechanism to set up a co-browse session with a contact center agent

Live Assist provides a pop-up with a simple

numeric code

The user reads the code to the agent over the

The agent enters the code

Co-browse session starts

Live Assist Short Code Benefits

CustomerSimple instructions to give customerNo VoIP troubleshootingEasy to enter identifier

No software installsNo computer microphone camera to setupEasy to read number

AgentNo telephony integration requiredEasy to add to websiteRapid problem resolution

Enterprise

Platinum Card Members

High Net Worth Clients

Click-for-CareMobile Banking

Case Studies for Live Assist in FiServ

• Enabling 45K platinum members with video collaboration to agents

• In-app video calling from iPad mobile banking app

• Customer context passed for intelligent routing to agent

• Screen pop with customer data

• 88% FCR (17% more than voice)

• 89% RFT score (Refer to friend)

• Reinforce value of the card• Higher conversion rate +

upsell• Higher loyalty

• Improve productivity • Speed issue resolution• Foster better partnerships

• 50% of calls are from mobile• Enable click-to-call within

mobile banking app• Seamless transition for

customers from self-service to live help

• Saves customers from having to re-authenticate 2-4 times when calling

• Cross-channel continuity• 2.84x increase in customer

purchase rate• 5% increase in customer

retention

• Enable 3K financial advisors & 10K high net worth clients with video collaboration from within bank’s iOS app

• Client launches chat, video call with FA

• FA can add peer experts• Reuse existing enterprise

video devices

Omnichannel collaboration improves customer engagement compared to traditional calling

METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone Agent.

Source: Mobile Banking & Payments Summit, 2015

Top 10 Global Bank

Live Assist® Engagement

New Account Opening From Within Mobile & Web

AppProblem Resolution

Digital Engagement Education

New account form completion with Live AssistGoal: Increased conversion

Resolve customer issues w/o tying 1-800 number linesGoal: Improved FCR & reduced handling time

• Shifting phone customer to self-service web / mobile

• Shifting web customer to mobile app

Goal: Increase adoption of digital engagement tools

Educate consumers on app features & answer questions from within the mobile appGoal: Education & mobile app adoption (decrease cost)

Empower Your Workforce with CaféX Supervisor Assist

Effective Training of Customer-Facing Staff is Critical & Requires Significant Investment

per agent

spent on training

annual agent turnover

for call centers, costs up to 2X agent’s salary

of global business leaders say customer expectations have shot up in last 5 years

93% 49%

of US jobs held by Millennials with high training expectations

lost revenue from poor CX

1/3 20%

• A contact center is hiring new agents

• Onboarding costs are high because trainers are flown in for weeks at a time

• For all agent calls, only audio is monitored and reporting is historical

Scenario: Agents need live coaching

How can agents be mentored remotely while

calls are in progress?

CaféX Supervisor AssistSupervisors/peers interact with agents from any browser in real-time across multiple channels

• Live audio listening of agent & customer

• Agent hand raise• View agent’s desktop (up to 4

monitors)• Live web chat• Remote desktop control - spotlight

pointer, click thru, enter text• Ease of management – common CC

credentials and drag/drop admin

Leading Use Cases for Live Coaching

Escalation Desk / Crisis Management

Enable agents to request help and supervisors to intervene proactively to avoid escalations while calls are in progress.

Supervisor to Team

Improve team supervisory activities through real-time audio monitoring and screen visualization.

Mentor to Mentee

Enhance customer service training for new hires and mature staff through peer mentoring during live calls.

Contact Center Benefits from Live Digital Engagement

Higher First Call Resolution

Lower Average Handle Time Reduced

Escalations

Higher Customer Loyalty & Referral (NPS)

Increased Conversions & Upsell

Better support for home & remote agents

Faster onboarding & training

Reduced attrition

Call to Action - Summary

Digital engagement wave is here! No longer a future thing..

Live Assist® / Digital Concierge for business outcomes

The “what” is more important than “how!”

Don’t forget supervisors & agent coaching….

Come visit us at our booth for a live demo: 3C-14

Making together happen.

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