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1 © COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. A2I Summit London 2017 Empower Engage Excite

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1© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

A2I Summit London 2017

Empower Engage Excite

2© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Empower ● Engage ● Excite

Overview of Market Realities

New ways to engage with customers

› Omni-channel approach

Integrating voice, video, messaging and the

web into applications

Combining AI and RTC to enhance user

experience

Enabling the Intelligent Internet of Things

with RTC

3© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

What Apps Are Most Important?

63% Use

messaging once to several

times daily!

22% make a

phone call more than once a

day

45% rarely if

ever use voice messaging!

Source: Ovum – Digital Consumer Insights of Disruptive Communications

Realizing the Enterprise Messaging Opportunity

4© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

How Contact Centers Are Engaging Customers

Source: Ovum’s CRM Outsourcing Business Trends 2016 survey.

Note: N=200. Countries: US, Canada, UK, France, Germany, Spain,

Australia

Voice and Emaildominate

If a channel is still supported,

Maximize its potential!

Fax is still important!

5© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Adopting an Omni-Channel Approach

SNS, Email, SMSare on the rise in over half of the enterprises

polled

A2P messaging opportunity

• Marketing campaigns/promotions

• Appointment reminders/confirmations

• Authorization/PIN codes

In what verticals are the increases being seen

the most?...

• Telecoms

• Government

• Travel

• Hospitality

6© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Challenges…

The Revenue Challenge for the Mobile Operator

High-end mobile users nearing saturation for mobile internet spend

M2M connectivity accounts for a relatively low proportion of the overall revenue - GSMA

What will fill the gap?

Converged services –

fixed-mobile-wholesale

Focus on user experience

Grow loyalty and lock-in

Organic development and

partnerships

Platforms to support differentiated

services

Voice/video/OTT based services

Vertical specific customization

7© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

…And Opportunities

Expand ways for customers to

communicate, engage, and interact

Make delivering services profitable

Make service velocity paramount

Increase usability of existing

applications

Empower Engage Excite!

8© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Expand Ways for Enterprises to Engage Customers

Voice ● Video ● Web ● Messaging

IVR informs customer that a

text message with link will

be sent to start on-demand

Visual IVR session

2

Customer initiates a

VIVR session and

requests recent

transactions

3

Transactions are

displayed on Visual

IVR app through

integration with

enterprise’s database

Options are displayed

for customer with

ability to identify

suspicious charges

4

Customer opts to

suspend card and

requests a live agent5

Call is made to live

agent with all of

customer’s contextual

information and

selections

6

Live agent assists and finishes up

transaction in less time resolving

customer problem on the first

interaction without them having to

make multiple calls

7

Automated outbound

messaging with VIVR

capabilities provides

immediate feedback

and NPS

8

Customer calls into

contact center

reporting suspicious

transaction

1

Automation

Context

Relevance

9© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

71% of consumers want the ability to solve

most customer service issues on their own- 2016 Aspect Consumer Experience Index

of smartphone users download less than 2 apps per

month (49% don’t download anything!)- 2016 Mobile App Report

Smartphone Real Estate for Apps is Scarce

62%

Number of times per day, people in the UK

check their mobile phones – 1.1 Billion- Deloitte Mobile Consumer survey

10© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

Make Customer Engagement Visual

Old Way New Way

11© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

Enhancing Traditional IVRs with On-demand VIVR

Map out web page

flows1

2 Identify additional

voice prompts

3Build html5 web

pages

Open source Ionic provides either APIs

or creator for building apps

4 Integrate and synchronize web page call

flows into IVR call flows

5 Start engaging customers

Customer

Database

Integrate with

3rd party

platforms

Agent

activity

info

12© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

Visual IVR – On-Demand Mobile App

VIVR Customer Benefits

Improved user experience

› Fast and easy navigation

› Lower consumer frustration

› Entering text expands and accelerates

interaction

No special app required

› Saves smartphone storage

› No app upgrades

› Resides in the cloud

VIVR Enterprise Benefits

Improve First Call Resolution

Improve Customer Care OPEX

› Reduce number of agent transfers

› Lower Call Hold Time

› Reduce telecom expenses

Integrate and optimize

› Build on existing IVR platforms

› Create new flows designed to reduce call duration

Seamlessly transition calls with context to

contact center agents

› Retrieve and present customer activity to agent for

faster problem resolution

13© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communication Apps

Auto Attendant

12

3

Island Tours

Call stats

70 – 95%Of all firms are microenterprises -

OECD

14© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communication Apps

Auto Attendant

Give businesses a professional

presence

Tie together several mobile

numbers

Front end with toll free or vanity

DID

Greet customers with a menu of

services and contacts

Voice mailbox notifies when

customer leaves message

Download call history for analytics

for campaigns and promotional

outreach

12

3

Island Tours

Call stats

70 – 95%Of all firms are microenterprises -

OECD

15© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communication Apps

On-demand Voicemail

Make it on-demand

› Voice mail boxes instantiated when needed

Access anywhere on any device

Make it visual

› Message list, transcriptions

› Desktop, mobile app, and visual voicemail portal

Make it cost effective

› Shared resources reduces service delivery costs

› Replace costly legacy silo applications

› Increase customer self-service

Integrate it

› Existing communications services

› Modern device clients

› Analytics

45% of communications

users rarely if at all use

voice messaging

-Ovum Digital Insights

“Telecoms will not be able to achieve rapid growth without

upgrading their network infrastructures”

- Deloitte 2017 Telecommunications Industry Outlook

16© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communication Apps

Integration with Analytics

17© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communication Apps

Integration with Analytics

Customer care

specialists are provided

list of transactions with

low sentiment score for

follow up

6

Customers is texted proactively

due to poor sentiment score

5

Customer calls into

auto attendant or IVR

and is not able to solve

problem

1

Customer gets follow up call or

specific information on resolving

their issue

7

Auto AttendantAuto attendant/IVR

option is to leave

voice message

2

Customer leaves

voicemail expressing

displeasure

3

IBM Voice

Gateway

Voicemails are

analyzed by AI

sentiment analysis

and flagged for follow

up if necessary

4

Tone

Analyzer

Emotional

Social

Language

18© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communications Apps

Mobile Engagement

19% of customers defect due to

unresolved customer care calls -

SQM

19© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Communications Apps

Mobile Engagement

RTC helps automate omnichannel customer

engagement campaigns

› Proactive customer notification

› Multiple channels, multiple devices for immediate

engagement

› Analytics driven “FCR Hit List” for proactive

notification

Multiple Use CasesUp-sell additional services

Promotions

Order confirmation

Notices when services are available or problem resolved

Appointment reminders

20© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Video Conferencing Integration with IBM Voice Gateway and

Watson Analytics

Interface between conferencing app and

AI services

› SIP/RTP, MQTT, REST

Free conferencing application

› Participants pushed ad for first ten minutes

of conference

› Ad selection based on intents/entities

detected by IBM Watson

› Contextual ads pushed to the participants

by a “Conference Valet”

IBM Voice

Gateway

RTPSIP MQTT

Retrieve and Rank

Conversation

Tone Analyzer

Speech to Text

IBM Watson Services

REST

Ad server

1

2

3

4

5

6

Discovery

7

21© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

Integrating RTC with AI

Integrating AI with RTC applications

Keyword analysis for

customer satisfaction

Analysis of keywords to

determine customer sentiment

Sentiment analysis for

customer scoring and

qualification

Qualifying a customer via auto

scoring

Website analytics, online

activity, calls, messages to

predict customer readiness

Automated language

selection

AI

22© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Omni-channel Engagement of Customers

Adding Intelligence to the Customer Journey

1

2

3

4

5

6

7Improve call

handling times

Improve FCR

23© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Real-Time Communications and the Internet of Things

Adding intelligence to your front door

› Integrate real-time video with doorbell

application

› Media server broadcasts video to family

members either local or remote

› Seamless remote interaction between family

member and visitor

69% of consumers will own an

in-home IoT device by 2019

-Accenture Interactive

The Smart Household will

average 8.7 devices by 2021

-Ovum

500 smart devices by 2022

-Gartner

24© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Real-Time Communications and the Internet of Things

Adding intelligence to your front door

› Integrate real-time video with doorbell

application

› Media server broadcasts video to family

members either local or remote

› Seamless remote interaction between family

member and visitor

Deliver differentiated value added services

› High-end video

› Recording

› Speech detection

25© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Real-Time Communications and the Internet of Things

Voice enabling connected devices

› Elevators

› Cars

› Security

Voice gateway application converges RTC

and IoT/M2M

IoT Operations

Center

SIP/RTC

RTC

SBC

SIP/RTC

HSS

Mobile

Core

MQTT

CoAP

26© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

3 ways to application deployment

Customer develops

app using Dialogic®

Enabling Elements

Media Server

Signaling

Boards

Dialogic® Application

Practice creates

Customized

Applications

White labeled App

Library available

from Dialogic®

Dialogic® PowerVille™

Applications

Application

deployment

options

Real-Time

Communications

SIP / RTP / HTTP

Load Balancer

(if required)

Communications

applications deployed

into Cloud, Mobile,

IMS, NGN, Enterprise

Environments

3rd Party Management and Orchestration (MANO)

Virtualization Layer

Hardware ResourcesCloud/NFV

PowerArchitecture

Dialogic®

PowerNova™

AS

Dialogic®

PowerNova™

SCE

Empower, Engage & Excite CustomersDialogic Application Delivery Options

27© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Dialogic is a registered trademark of Dialogic Corporation and all companies controlling,

controlled by, or under common control with Dialogic Corporation. (“Dialogic”).

The names of actual companies and products mentioned herein are the trademarks of their

respective owners.

01/17

Thank You