contact center trends customer... · 2019-04-24 · virtual agent customer feedback agent...

© Copyright 2019. Private and confidential.

CONTACT CENTER TRENDS Owen B. RobinsonSenior Director, Genesys Practice Leader


YOU TELL ME…


> Multicloud

> Consumer expectations

> Digital Transformation

> Analytics

> WEM

> Bots

> AI

TRENDS AT A GLANCE


CLOUDSThe clouds are here. A lot of them.


A CLOUD CC


MORE CLOUDS OR LESS?2009 2018


CHOOSE YOUR CLOUD(S)• Each cloud has its own unique strengths

• Organizations are selecting clouds for specific qualities based on specific requirements

AWS AZURE GCPPRIVATE HOSTED

PRIVATE ON-PREM


CLOUD IS HERE. NOW WE ARE MANAGING IT.

Optimizing cloud environments for cost is a Top 2 customer requirement

> Managing cloud spend is a challenge for 76% of enterprises

> Enterprises estimate they are wasting 30% of their annual cloud spend ($1.8M+/Year for Top 25%)

> Cost becomes a bigger challenge for intermediate and advanced users

Securing cloud environments is the other Top 2 customer requirement

> Security is the largest issue among cloud beginners

> 77% of enterprises feel cloud security is a challenge

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KEY TRENDS FOR MANAGED PROVIDERS

10


CONSUMER EXPECTATIONS

Source: Frost and Sullivan

Connected

Devices By 2020

80 BILLION 5 BILLION

internet users

by 2020

500 DEVICES

with unique

digital IDs per square

kilometer by 2020

100 ZB

Big Data By

2020

$100 BILLION

Embedded Computing Ecosystem Market By

2020

$111 BILLION

Connected Home

Market By 2020

$228 BILLION

Connected Work

Market By 2020

$1.5 TRILLION

Smart Cities

Market By 2020

TODAY’S EXPERIENCES ARE SHAPING EVERYONE’S EXPECTATIONS.

What do they have in common?

“For the first time in history, we are witnessing consumers driving the demand for technologies and connectivity to meet their needs.”- Katherine Sobus

THE CONSUMERS THEMSELVES…


A CUSTOMER EXPERIENCE JOURNEY

KLM Crown Lounge 52Amsterdam

1. Scan boarding pass in kiosk2. Get text and enter location3. Wait…4. Wait…

Self Service Kiosk


I expected the Delta experience

> Everything I need on my phone exactly when I need it

> Proactive notifications of changes and new information

> No humans

What I got:

> Humans… sort of, but not really

> Opaque process

> Wasted time

MY CX EXPECTATIONS


THE RATE OF CHANGE ISN’T STOPPING…The rate of change is increasing every day. The desires of customers are increasing every day.

“By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.”

“The smart machine era will be the most disruptive in the history of IT”. -Gartner


DIGITAL TRANSFORMATION

Customers are happier when they can connect with companies however they wish, whenever they wish…

DIGITAL TRANSFORMATION

Digital Transformation

Source: Frost and Sullivan

Wearables

Freemium

DISRUPTIVE TECHNOLOGIES &

NEW BUSINESS MODELS PRESENT

NUMEROUS OPPORTUNITIES TO

TRANSFORM

New Business Models Disruptive Technologies

Business Functions Industry

Geography

ALL FOR THE SAKE OF IMPROVING THE CUSTOMER EXPERIENCE TO TRANSFORM THIS…

TO THIS- A CUSTOMER PLEDGE…

I will know who you are.

I will respect your privacy, while at the same time being helpful.

I will know what channels you’re interacting with.

I know what you’ve been doing on my media (apps, websites). I’ve personalized it.

If you need more help, I am providing it in a number of ways to get you the right answer and not waste your time.

I promise not to have you repeat yourself. I may validate your intent.I will help you.

I will let you provide feedback, and I will do the same.

The business will understand how it is operating, and adjust to meet customer expectations

Cell Phone

Email

Chat

Voice

ContactUs

Browse

MobileApp

IVR

AgentVirtual CustomerFeedback

AgentEvaluation

Call to Action

Analytics

QualityAssessmentBOT

TO THIS- A CUSTOMER PLEDGE…

I will know who you are.

Cell Phone

Email

Chat

Voice

ContactUs

Browse

MobileApp

IVR

Virtual

Agent

BOT

CustomerFeedback

AgentEvaluation

Call to Action

Analytics

QualityAssessment


BIG DATA/ANALYTICS

ANALYTICS IS KING

Why analytics when I already have reporting?

Holistic look at the business

real-timehistorical

Apply pro-active thinking to make changes

in the momentto work with

trending concerns


WORKFORCE ENGAGEMENT MANAGEMENT


Engagement Management is more than WFO… it’s a holistic approach to manage and improve the employee experience using big data, automation, and AI

As WFO evolves into Workforce Engagement Management (WEM), various functional adjustments will need to be accommodated within contact centers

28Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Technology Historical Role of Workforce Optimization The change to Workforce Engagement Management

OnboardingMinimizing time from recruitment to being 100%

operationally active

Providing the tools and techniques to optimize the

acclimatization experience based on individual personality

traits

Workforce

management

Operational tool to drive cost reduction through shift head

count reduction

Flexible platform to allow employees to self-manage their

work-life requirements

EvaluationAssessing performance linked to predetermined objectives

of what merits "performance"

Personalized assessment of performance linked to individual

attributes

Coaching/eLearningProvision of generic templated scenarios to resolve specific

performance flaws

Personalized support to nurture skills, in line with personality

traits and learning preferences (channel, time and so on)

Interaction

analytics

Analysis of interaction data (voice, desktop and operational)

to drive operational and customer goals

As per WFO, plus insight into employee experience and

associated engagement exploring emotion, commitment and

frustrations

SurveyingVoice of the customer (VoC) to identify employee

performance issues

Voice of the Employee (VoE) to facilitate employee

experience feedback

Jim Davies – Gartner

The Essential Shift From Workforce Optimization to Workforce Engagement Management

Organizational needs are changing• Providing the tools and techniques to optimize the acclimatization

experience based on individual personality traits

• Flexible platform to allow employees to self-manage their

work-life requirements

• Personalized assessment of performance linked to individual

attributes

• Personalized support to nurture skills, in line with personality traits

and learning preferences (channel, time and so on)

• Insight into employee experience and associated engagement

exploring emotion, commitment and frustrations

• Voice of the Employee (VoE) to facilitate employee

experience feedback

Jim Davies – Gartner (May 24th 2016)

The Essential Shift From Workforce Optimization to Workforce Engagement Management


BOTS

A CXBot is a service, powered by rules and sometimes artificial intelligence, that customers interact with that could live on a website, a mobile app, or a messaging platform

BOTS DEFINED

BOTS = VIRTUAL ASSISTANTS?Business OutcomesIFCR (Intelligent First Contact

Resolution) Yields Improvements: CSAT and NPS ESAT Productivity Conversion Rates

We must not repeat the early IVR (the first CXBot) mistakes

THE BOT EVOLUTION

Customer Effort Automated Services

Tran

sact

ion

alR

elat

ion

ship

Basics/FAQ

Mobile/Social

Directed Dialog

Intelligent Assistant

Personal Concierge

Content-based search

Basic transactionalInformativeSocial support

Assisted transactionalReactiveRule-based

Assisted transactionalAI + HumansMachine learning

Proactive personalAI-basedMachine learning

Engagement Center


A.I.

ARTIFICIAL INTELLIGENCE

“The theory and development of computer systems able to perform tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages.”


SOURCE: Medium.com

LET’S GET ON THE SAME PAGE WITH TERMINOLOGY

AUTOMATIONThe creation and application of technology to monitor and control the production and delivery of services; saves labor and provide consistent experiences

CHATBOT / BOT / VIRTUAL ASSISTANT

A computer program that runs automated tasks and can be designed to simulate conversation with human users

DIRECTED DIALOGFacilitates a structured conversation with inquiry responses determined by predefined options

NATURAL LANGUAGE

UNDERSTANDING (NLU)A sub-set of natural language

processing, NLU is the ability for a computer program to understand

human speech as it is spoken

ADAPTIVE LEARNINGA type of data analysis technology that extracts knowledge without being explicitly programmed to do so; includes closed-loop machine learning systems plus in-stream analytics

BLENDED AIThe seamless blending of bots, automation and AI with human

agents and employees

AI + CX Applications - Common Trends

AUTOMATE 01ANALYZE 03

AUGMENT 02MACHINE LEARNINGMore sophisticatedself-service options

Services that are easierto deploy and maintain

DATA DRIVENReveal the behaviors thatdrive business outcomes

Create a virtuous circle ofcontinuous improvement

HUMANS & MACHINES Machines help humans withtheir tasks

Humans help machines bycorrecting errors

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

THE AI-POWERED CONTACT CENTER

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IVR Voicebots Chatbots

Agents

INBOUNDOUTBOUND

WEM (Workforce Engagement Management)

Forecasting & Scheduling & hiring & training & QA & retaining

JOURNEY ANALYTICS

INTERACTION ANALYTICS

Voice of the customer, Dialog Management, product feedback loop

Predictive Engagement(Altocloud)

AI virtuous circle & actionable insights

Typ

ical

inte

ract

ion

sce

nar

io

Predictive Routing

Agent Assist

Visualization and insights to better manage customer journeys

Capability ”infused” with AI

KnowledgeCenter


Q + ADISCUSSION

THANK YOU

contact center trends customer... · 2019-04-24 · virtual agent customer feedback agent...

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