CSR WizardFrom contextor

More than 70 000 CSRs in Europe using Contextor

CSR and Entreprise expectations

• 360° view• First Call Resolution• Up-sell and Cross-sell• Complete dedication to customer case• Productivity• Reduced time-to-market

CSR needs easy and immediate access to the information

Existing contact centers and back office environments?

• Multiple applications• Numerous clicks• Multiple entries• Tedious navigation• Risk of errors• CSR in charge of process execution• Complicated service issues

IT improvements too long for the business needs

CSR Wizard from Contextor

Contextor wizard• Automated process

execution• Next best action• Optimized interface• Integration with

existing applications

Tailored for actual CSR work

CSR Wizard benefits

• Customer Immediate information provided Active listening

• CSR AHT reduced Process execution help Valued work Limited training

• IT departement Easy connection to ANY type of applications Legacy, C/S, Web,

Cloud No change to existing applications Project realized in matter of weeks

Try it!

• Many case studies to be presented• Proof Of Concept

On site on actual processes Free of charge Two days

Hello bank

• Online banking subsidiary of BNPParibas• Subscription process was requiring a month before

actual account availability

• Several sources of information (internal and external) to be checked before the actual creation of the account Same details to be typed in Results to be entered in the main application …

Account subscription

Agent assistant

10

Most processesFully automated

11

AHT-80%

INTEGRATED APPLICATIONS

12

Hello Bank

Wizarddeployment

1,5 monthContextual

View

Agents

100

Client Background World largest diversified utility company 218 350 employees €84.5 billion in 2010 revenues

Claiming process Customer complaining that an invoice had the wrong amount 5000 agents involved

Pitfall Long & cumbersome process, 250 parameters required to define a comprehensive and professional

response FCR < 70%, long training

12

GDF SUEZ

ADDITIONALREVENUE

+++14

First call resolution

100%PARAMETERS

ANALYZED

250

GDF SUEZ

CUSTOMEREXPERIENCE360°

View

AHT

- 20%