Presented By Jeremy Payne

How to leverage Microsoft to your advantage in the contact centre?

Set the scene

Customer Collaboration Customer Experience

Digital Transformation

Top Priority For CEOs

88% of people is

important to be routed

quickly through to an

expert

Nine out of ten of

employees say mobile

tools and collaboration

services have improved

the productivity of their

workplace

3BMinutes of calls, every day

1Forrester Total Economic Impact Spotlight Study. December 2016’, Gartner, Microsoft

By 2020, 20% of new contact center agent seats will be

based on Skype for Business contact center environments100m monthly

active users

Winning in Collaboration and into the Cloud

Global Unified Communications Market revenue to hit $96bn by 2023

The Robots are coming.The digital transformation

Copyright: BT Global Services, 2017

of jobs will be fully automated

within the next 10 years

9%

5%of jobs will be fully

automated within the

next 10 years 3

What’s does the research tell us?

.Proficiency role: high skill but beyond a certain standard,

higher performance doesn’t deliver more value.

Pivotal role: higher performance yields more value, e.g.

better customer service

Copyright: BT Global Services, 2017

99%Of telemarketing

jobs will be

automated in the

next 10 years*.

55% Of customer service

advisor jobs will be automated

in the next 10 years*.

Pivotal vs. Proficiency Roles: Variance in Value**

It’s here and now

By 2030, as much as 80% of

routine work will be automated.

Gartner

20% left is complex and awkward

Everyone is responsible for

customer service

Connected Enterprise

UC platforms perfect sandbox to

solve complex problems

What happens to the stuff that can’t be automated?

Brian the Engineer advisor

Paula the trouble shooter

Natalie the negotiator

Tony the techieChris the

crowdsourced advisor

The First Line Workers of the Future

CUSTOMERS

CO-WORKERS

OUTSOURCED

PARTNERS

LEGACY AND

3RD PARTY

SYSTEMS

TEAMS

SHAREPOINT

DYNAMICS

365

TASKS

PEOPLE

SKYPE FOR

BUSINESS

INTELLIGIENCE

ROUTING

WORKFORCE

MANAGEMENT

CALL AND

SCREEN

RECORDING

INTELLIGENT

ROUTING

SELF SERVICE

IVR

REALTIME

SPEECH

ANALYTICS

CTI

CONNECTIVITY

OUTBOUND

DIALLING

QUALITY

MANAGEMENT

CONTACT

CENTRE

Migration path - Making everyone responsible for customer service

ENVIRONMENT SPONSORSHIP EDUCATION AND ROLL OUT

TEST AND PROOFWORKERS AND SKILLS REVIEW CONTINUOUSLY

Enghouse Supports ‘3-D Migration’ to Microsoft Cloud Collaboration Platforms

Legacy PBXThe traditional environment

HybridA combination of the two

Full CloudAccessible in the cloud

Who is the customer?

What are they trying to do?

Could you automate?

Could you have anticipated this interaction?

How do you measure success?

Could you make this quicker, easier, faster?

“Receive Initial Contact”

Improve processes

Teams, Skype for Business Contact Centre, Mobile Navigator

RTSA, CTI for CRM Connect

What information is required to resolve?

What skills and steps are needed?

Do you have access to CRM data?

Could any steps be removed /automated?

Did you change channels, was it necessary?

What effort did you put on agent / employee?

Triage – Research & Route

Improve processes

Teams, Skype for Business

MS Dynamics CRMContact Centre, Mobile Navigator

RTSA, CTI for CRM Connect

What is the interplay between man & machine?

Can customer be guided to complete?

What is the business policy & authority criteria?

Could there be contact avoidance or empower?

How much effort was involved?

How do you measure success and feeling?

Resolution & Response

Improve processes

Teams/SfB - Dynamics

Sharepoint – O365EICC – RTSA – CTI for CRM Connect

Forums – FAQ’s, Mobile navigator

Can you report – KPI’s customer effort and NPS?

Have you built a quality programme?

Can you train, refine, learn & optimise processes?

Are you measuring the right things?

How do you measure a robot?

Do you learn from best and worst practices?

Report & Refine Quality

Improve processes

Teams/SfB - Dynamics

Sharepoint – O365

Contact Centre, Mobile Navigator

RTSA, CTI for CRM Connect

Enghouse Interactive has the biggest deployments of

SfB with Contact Centres globally

• Our solutions are certified for Skype for Business

• Mutual R&D development for Microsoft SfB

• One of the few Microsoft Gold Technology Partners

• Gartner Global CC Magic Quadrant - Challenger in a market

• 500+ - Most significant installed bases of native SfB

deployments

• Well-established global contact centre vendor

Consider Enghouse CC when looking for a multichannel contact centre solution for fewer than

500 agents and where you need to tightly integrate with a Skype for Business UC

infrastructure.

Gartner

“ ”

Best Practice Tips to Empower your FIRSTLINE Workers

1. Empowerment isn’t just systems & integration Culture & Policies

2. Understand what matters to your customers

3. Build a “Digital by Design” approach get the balance right

4. Integrate – automate - innovate & empower continuously

5. Be collaborative – involve your employees and customers to

get buy in to the change & do things iteratively –Rome wasn’t built in a day

Contact Centre Mobile IVR and

Virtual chatbot

Quality Management and

Real time speech analytics

Demos and capabilities

Exclusive – UK release of Touchpoint Agent

Working together

is success

“”

Everybody within the business is now responsible

for customer service

HENRY FORD