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Disclaimer

Disclaimer

Introducing our new

brand identity

From Agile to Pyrios

Robyn O’Reilly

CEO Pyrios

Business-wide transformation

Outgrown our name

Driven by our customers

Our belief

“Every business is

capable of delivering

brilliant customer

engagement.”

What to expect from Pyrios

“Specialists who bring

communications

technology, consulting,

integration and

managed services to

help you deliver

brilliant customer

engagement every

time”

Introducing our new

brand identity

The Customer Experience

ChallengeGerry Tucker, Managing Director

NICE Australia & New Zealand

FINANCIAL CRIME &

COMPLIANCE

CUSTOMER

INTERACTIONS

Protecting

organizations and

their clients in a

digital world

Making people’s

experiences timely

and seamless

MONEY EXPERIENCES

PERFECTING CUSTOMER

EXPERIENCE

FIGHTING FINANCIAL

CRIME

THE NICE OFFERING

FIGHTING FINANCIAL

CRIME

The last sustainablecompetitive advantage

Customers have changed and expect the companies to do the same

Data overflow can impact the experience

Organisations are Adapting

Investing in new channels

to provide personalized, real-time

service both assisted and self

service

Attempting to become

more appealing and

competitive

Strive to provide premium

service and high availability

Implementing Omni-channel

strategies for customer

service

IN MOST

INDUSTRIESSource: 2015 Temkin Experience Ratings,

Temkin Group

2015EXPERIENCE RATING

DECLINED

Source: The State Of Customer Experience Maturity, Q4 2014,

Forrester Research

OF ORGANIZATIONS

ONLY

27%SAY CUSTOMER EXPERIENCE EFFORTS ARE VERY

EFFECTIVE

By 2016

89% of Companies Expect to Compete Mostly on Customer Experience

Source - Gartner

Yet despite this overwhelming commitment…

“For many firms, CX commitment isn’t translating into CX Success”

70% of surveyed firms lack a companywide Customer

Experience strategy

Just 22% of surveyed firms systemically train employees to build

and maintain the skills they need to deliver on the firm’s

Customer Experience promise

Forrester - The State Of Customer Experience Maturity In Australia 2015

Forrester - The Australia Customer Experience Index 2015

EMPOWERED CUSTOMERSexpect service on their own terms

Simultaneous access to large number of channels

Expect a seamless and consistent experience across all channels

Huge amounts of data collected across all channels

The side effects of customer empowerment

53%

55%

68%

email

Web Chat

Voice

Growth in volume for COMPLEX inquiries to assisted channels

Source: Delloite, 2015 Global Contact Center Survey results Top 10 Insights

How many

channels are your

customers using?

3%

8%

15% 15% 15%

11%

7%6%

4%

11%

5%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

0 1 2 3 4 5 6 7 8 9 10 11 12

% o

f re

sp

on

de

nts

No. of channels

Customers use 5.6 channels on average, 97% of customers are multi-channel users

Ave

rag

e 5

.6

97% use more

than one channel

1/3 use 7 or

more

channels

KNOWYOUR CUSTOMER

OPTIMIZECUSTOMER JOURNEY

ACTIN REAL-TIME

Know what customers

want and need and what

should be done about it

Reduce customer effort by

optimizing the end-to-end

journey

Provide an immediate &

personal solution

Top Contact Center Challenges

“The Total Cost per agent turnover is as

high as 60-70% of the annual salary of a

new agent in the US”

(Frost and Sullivan)

High agent turnover (around 33%) and absenteeism is disruptive and costly

Delivering a consistent customer experience

Predicting contact center performance

Engaging remote or home-based agents

Being productive with complex and rigid processes

Managing Increasingly sophisticated customer expectations

Dealing with more & more complex interactions

Reasons for These Challenges

The Agent Adapts to the Process

Generic approach to agent experience

• “One size fits all” onboarding,

coaching, incentives

• Inflexible scheduling

• Managing to averages

Millennial expectations shift

Too much data, not enough insight

Lack of agent advancement opportunity

Static processes

Obsolete management models based on

outdated manufacturing principles

Transform the Agent Experience

Personalize the agent experience on

a large scale

Improve the agent and customer

experience

Adapt to the Millennial expectation (as

well as others)

The Process Adapts to the Agent

“High levels of employee

engagement contribute to higher

levels of customer satisfaction”(Gartner)

75%GREATER

CUSTOMER RETENTION

compared to organizations not

applying adaptive WFO solution

3.5%DECREASE IN CUSTOMER CARE COSTS

ANNUALLY

compared to an increase of 4.9% by

organizations not applying adaptive WFO

Aberdeen Group, May 2015

Agents Perform Better

When the System is Adaptive to Them

CLOSED

LOOP

ACTION

ALIGNMENT

Cu

sto

me

rE

xp

eri

en

ce

Employee Engagement

MULTI-

CHANNEL

CAPTURE

WORKFORCE

MANAGEMENT

PERFORMANCE

MANAGEMENTBACK OFFICE

INTERACTION

ANALYTICSREAL-TIME

SOLUTIONS

Journey

Enabled

Applications

VOICE OF THE

CUSTOMER

The NICE Portfolio – Helping Create Perfect Experiences

By 2018, 67% of Global 2000 CEOs mark digital transformation as core of their corporate strategy

DIGITAL TRANSFORMATION

FORCESthat shape

the

MARKET

Analytics to drive. $60B in savings for Enterprises by 2020

ANALYTICS OF EVERYTHING

30% of work activities

can be automated

AUTOMATION OF

KNOWLEDGE WORK ~ 75%CLOUDVOLUTION

of organizations to

adopt cloud strategy

by 2016

The Future

AUTOMATION OFKNOWLEDGE WORK

Both physical and virtual

Complex analytical capabilities

Artificial intelligence

29% of customer service agents work activities could be AUTOMATED using

already demonstrated technology

Agentbots

ROBOTIC AUTOMATION

AUTO QM

RTPO

TODAY FUTURE

AUTOMATION OFKNOWLEDGE WORK

ANALYTICSOF EVERYTHING

Analytics with no limits

Analytics over big-data

Operationalize predictive and

real-time

Organisations will achieve an extra $430 billion in productivity benefits over their less analytically oriented peers

CUSTOMER JOURNEY SOLUTIONS

SPEECH AND DESKTOP ANALYTICS

CUSTOMER PREDICTIVE JOURNEY SOLUTIONS

OMNI-CHANNEL ANALYTICS

WFO ANALYTICS ADAPTIVE WFO

TODAY FUTURE

ANALYTICSOF EVERYTHING

Delivery and pricing model

Self-service

Flexible scaling up and down

CLOUDVOLUTION

25% of total IT budgets will be allocated to cloud computing in 2016

TODAY FUTURE

ENTERPRISE

PORTFOLIO

ON CLOUD

HOSTED WFM

HOSTED WFO & RECORDING

HOSTED ANALYTICS

WFM CLOUD

QM and IA CLOUD

CLOUD ANALYTICS

CLOUDVOLUTION

Combining the Digital and

Physical worlds

Mobile Experience

Personalization

DIGITAL TRANSFORMATION

CEOs expect their digital revenue to increase by more than 80% by 2020

DIGITAL-PHYSICAL CUSTOMER JOURNEYCUSTOMER JOURNEY SOLUTIONS

REAL-TIME PERSONALIZATION

PROFICIENCY SUITE AND EMPLOYEE

ENGAGEMENT

TODAY FUTURE

SKILL BASED ROUTING AND MONITORING

MOBILE EMPLOYEE ENGAGEMENT

DIGITAL TRANSFORMATION

Thank you