tieto introductie

©20

12Ti

eto

Cor

pora

tion Tieto Customer Experience Integrator

100 million European consumers serviced daily by Tieto solutions600 specialists on CRM, Customer service and Self-Service

©20

12Ti

eto

Cor

pora

tion

On Top of Our Minds

©20

12Ti

eto

Cor

pora

tion

Our Customers & Partners

Financial Services Telecom Utility Other

©20

12Ti

eto

Cor

pora

tion

• Design, development & management of applications to 1000 agents• Providing services for inbound and outbound call for contact center, retail and online• > 1 million contacts per month

References

• Development & implementation of Aegon Unified Desktop solution• “Tieto delivered the flexibility and expertise that was needed to make the ADT a succces.”

- Peter van Wijk, programme manager, AEGON

• Winner 2011 National Value Center Award• Automated inbound marketing solution Innovation Award• 15 month earn-back period

©20

12Ti

eto

Cor

pora

tion

Key to SuccessCustomer Experience Integration

©20

12Ti

eto

Cor

pora

tion

1. We develop the customer service strategy and targets with our customers

2. We ensure the business reasoning and KPI’s for the transformationprocess

3. We are passionate about the end user needs and make sure they alignwith business objectives

4. We ensure the technical feasibility already in early stages of thetransformation process

5. We drive the transformation process and implement relevant customerinteraction solutions where applicable

We deliver realistic Customer ExperienceIntegration from vision to execution.

©20

12Ti

eto

Cor

pora

tion

Let us help you develop a Customer ExperienceIntegration roadmap...

CustomerInteraction Vision

Requirements &process review

Business CaseArchitectureassessment

ScopingAssessment

Roadmap

Proof of Concept

©20

12Ti

eto

Cor

pora

tion

Taking in mind which customer functionalities havethe greatest impact on your business...

PROCESSES

REPORTING

SYSTEM ACCESS

WFM

CTI

IVR

CRM

CUSTOMER OVERVIEW

INTEGRATION

UNIFIED DESK

KNOWLEDGEMNGT

X/UP SELL

FO/BO INTEGRATION

USABILITY

INSIGHTS

EFFICIENCY

SOCIAL MEDIA

CROWDSOURCE

REALTIME WEB

PRESENCE

VIDEO

AUGMENTED REALITY

CONNECTED DEVICES

CHAT

IMPACT ON BUSINESS KPI’S

©20

12Ti

eto

Cor

pora

tion

Based on the latest technology, enhanced withexisting functionality or best of breed add ons...

CUSTOMER CONTACT PLATFORM

ACCELERATORS Customer ExperienceManagement

Customer InteractionManagement

IMPACT ON BUSINESS KPI’S

©20

12Ti

eto

Cor

pora

tion

Contact center of the future:Keep the things your customers like, add the things your customers will love

Add social events to your desktop Add chat

Addrelevant suggestions

©20

12Ti

eto

Cor

pora

tion

Accelerator: Mobile Chat

©20

12Ti

eto

Cor

pora

tion

Cross- and Upsell+15% (Banking + telco)

Retention+ 30% (Leasure / Media)

NPSFrom minus 60 to plus 15 (telco)

Cost to Serve- 10% (Banking)

Online Conversion+15% (Telco, Banking, Insurance)

Channel Deflection / Steering- 15% Call Avoidance- 15% Call Deflection (to lower cost channels)

Realised benefits with NL market leaders

©20

12Ti

eto

Cor

pora

tion

Joost van HamSolution Manager Strategic Consulting & InnovationJoost.vanham@tieto.com+31 (0) 6 22 180 866