keynote avaya cc vision and strategy

8/11/2019 Keynote Avaya CC Vision and Strategy

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Vision and StrategyContact Centre


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3Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.

UnifiedCommunications

Small &Medium Enterprise


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Contact Center


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Question: Please rank the top three reasons that wouldcause you to move your business away from one companyto another company?

0% 5% 10% 15% 20% 25%


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Interaction Change


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9Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. APAC CC Consumer Index 2011: Survey commissioned by Avaya

Question (Agree/Disagree): I prefer to use other methods ofcontact (web chat, web self-service, Text etc..) rather thancontact a customer service centre over the phone


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Question: Which method have you used MOST OFTEN to contact the customer service centers in the past 3 months?

Question: Which methods would you PREFER to use to interact with customer service centers?


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Satisfaction Risks

Source: Benchmark Research, Convergsys, Customer Focus Inc.

Perception vs Reality


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Satisfaction RisksQuestion: Ideally, what should a companys customerservice center offer you in order to rate your experienceas truly excellent?

My query isresolvedquickly

I am able to interactwith a CSR quickly

The CSR isKnowledgeable


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End to End Services

AssistedExperience

Management

Avaya Agile Communication Environment (ACE)

or CS1000

AutomatedExperience

Management

WorkforceOptimization

Performance Management: Reporting, Analytics

Chat Email

MMS

MMS

SMS

SMSVideo

XML

WebVoice


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Self Service

Information

Compliance Primary Agent

Next Agent

Performance

COMPRO

MIS

COMPRO

MIS

COMPRO

MIS

COMPRO

MIS


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Self Service

Information

Compliance

Primary Agent Next Agent

Performance

Experts

Social Media


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Reaching Out


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Would you be happy to receive each of thefollowing types of contact from a company?A text (sent to your mobile phone) toupdate you on essential information (e.g.booking confirmation, change to flighttimes, status of an order etc..)

67% 55% 67% 85%

Australia Japan New Zealand Singapore

67% 31% 67% 62%


A recorded message or real person callingyou to update you on essential information(e.g. booking confirmation, change to flighttimes, status of an order etc..)


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Would you be happy to receive each of thefollowing types of contact from a company?A text (sent to your mobile phone) toupdate you with new product offerings,special deals and promotions

30% 37% 25% 63%


20% 22% 15% 33%


A recorded message or real person callingyou to update you with new productofferings, special deals and promotions


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ANI

DNIS

SkillsLanguage

Match toCC KPI


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Customer Lifetime ValueOpen Case/TicketRecent PurchasePropensity to BuyRetention Offer

ValueBusiness KPIsAt RiskShopping CartService ContractGenderAge GroupDemographicCommunication DeviceIncomeLast AgentPreferences

ExpertiseOccupancyCostCustomer Sat ScoreFCR Rate

PresenceOn/Far/Near-ShoreQualityInterruptible WorkBusiness KPIsAverage Handling TimeGender

Age GroupShift TimesCurrent ContactsMultiplicity RulesExpertise/Knowledge

Time of DayDay of WeekOutsourcing ContractExchange RateDow Index

InventorySales GoalsInflation RateInterest RatesMarket DirectionMarketing CampaignsCustomer Sat Scores

Export TargetsProduct AnnouncementsContact Center StatusHolidaysCrisis Management

Note: Content is illustrative


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Best Matched

Agent for Work Request

1. Start

Work Seeking an Available Agent2. Collect the agent attributesand properties required by

this work requestEnglish

Gold Customer

Start

4. Filter agents onrequired

attributes

5. Select match rule forfinding best-matched

agent

Main Rule

Agents with

required attributesAgents with

required attributes

Available Agents

3. Request

a match


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Best MatchedWork Request for Agent

1. Agent becomes

available

Available Agent Seeking Work

Unmatched Work

Start

3. Filter work

requests onagents attributes

4. Select match rule for finding

best-matched work request

Main Rule

Work request with

required properties

2. Requesta match

Agent with assigned

attributes and properties

Filtered work requests


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Contact Routing to Work Assignment

ACD

SkillsRouting

AvayaBusinessAdvocate

Avaya

WorkAssignment

ANI

DNIS

Individual Skills

Expected Wait Time

Predicted Matching

Least Occupied Agent

Reserve Agents

Multi-Channel

Customer IntentCustom Attributes

Match to CC KPI

Single PoolsEnterprise-wide

Incremental StepsNot Enough Anymore25 years of industry experience :forecasting, scheduling, andself-service best practices,

benchmarks

A New Paradigm

1:1 Matching

without QueuingRich Context

Business Agility


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Social Media


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Question: Would you be happy to receive contact from acompany based on comments or tweets you have made aboutthat company, its products or services, on a social networking

site ?


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Would you be happy to receive each of thefollowing types of contact from a company?

Information sent to you via a socialnetworking site about new productinformation.

18% 19% 25% 47%


19% 20% 25% 46%


Contact from a company via a socialnetworking site about new products and /or services


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AvayaSocialMedia

Manager

StandardMedia

SocialNetworks

Web

ContactRouting

ManagedAgents &Experts

Enterprise Contact CenterInboundContact

Gateway manages inbound messages and agentresponses

Toolkit and automated services identify, classify,

and request routing for actionable items.


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Avaya Approach: Scan Broadly, Then Use Text

Processing To Select Relevant And Actionable Items

35

I supported CJs Charity Walk Weekhttp://www.charity.org #CJ

CJet airlines swings to $161M loss in thirdquarter bizjournals.comhttp://bit.ly/2OUCRV

If CJet could just play nice & bump me to alater flight this would just uncomplicate things.

Out of 70,000 relevant items,1,400 actionable items remain

30,000 SPAM items &irrelevant items removed

100,000 Total Items


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Contact Centre ofthe Future


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37Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.Base: Global n=5299, Silent Generation n= 513, Baby Boomers n=962, Gen X n=1851, Gen Y n=1973

SilentGeneration

Baby Boomers

Gen X

Gen Y

Question: If the following types of interaction were

offered to you as a way to communicate with acompany in the future, how likely would you be to usethem?

ByGeneration

ByGeneration


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Customer App

Select Issue

Basic Troubleshooting

Describe ProblemRequest Callback

Session in Queue


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Customer App

Select Issue



Session in Queue


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Customer App

Select Issue



Session in Queue


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Customer App

Select Issue



Session in Queue


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Customer App

Select Issue



Session in Queue


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Client

User


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Client

User


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Client

User


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Client

User


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Demographicsare transformingservice delivery

ExperienceManagement isthe Next GenDifferentiator

Our Vision isFocused and ourPortfolio is Ready


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