roundtable innovations and trends in...
TRANSCRIPT
ROUNDTABLE – INNOVATIONS AND TRENDS IN CUSTOMER SERVICE
OCTOBER 2017
Brian LaRoche, Director, Account Based Marketing, CallMiner
Annette Miesbach, Product Marketing Manager, inContact
Kelly Koelliker, Director, Global Solutions Marketing, Verint
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Kelly Koelliker
Director, Solutions Marketing
Innovations and Trends in
Customer Service
2
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 3
#1: Self-Service
Within 4 years consumers will manage
85% of their relationshipswith an organization without interfacing with a human.
Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 4
Best Practices for Self-Service
1. Self-service knowledge should be driven from agent knowledge
2. Optimize self-service for mobile usage
3. Consider including simple transactions as well as knowledge
4. Ask for customer feedback
5. Always include escalation channels
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 5
#2: Digital Assisted Service
There are no channels
just people
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 6
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 7
#3: Bots and Artificial Intelligence
• Deflect assisted service requests across channels
• Provide consistent answers across channels
• Leverage conversational customer behavior
• Follow the journey from self to assisted service
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 8
Robotic Process Automation
• Operates on a virtual desktop or in tandem with an employee
• Executes high volumes of processes around the clock
• Helps eliminate human error and compliance mistakes
• Helps shift employees to more value-added processes
• Increases security when robots used to process sensitive tasks or
confidential information
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 9
#4: Voice Driven Knowledge Management
• The way we interact with computers continues to evolve
• The technology is now mature enough to become mainstream
• Beneficial in an IVR as well as during live interactions
• Agent’s attention is pulled away when typing and searching
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 10
#5: Social Media and Communities
Your customers are talking TO you
Your customers are talking ABOUT you
Are you LISTENING?
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 11
Listen Analyze
Engage Collaborate
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
© 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Contact Us
www.verint.com
OPTIMIZING CUSTOMER SUPPORTInnovations and Trends
October 2017
Annette Miesbach
Senior Marketing Manager
NICE inContact
In the CXone portfolio of products, Annette focusses on product marketing for
Omnichannel Routing, including routing engine, integrated IVR, and the Studio
visual routing designer. She is also responsible for the My Agent eXperience –
MAX agent interface and all inbound and outbound, voice and digital interaction
channels, as well as the Supervisor and administration interfaces. Prior to joining
NICE inContact, she held various positions in Product Management, Marketing
and Channel Support, adding up to almost 20 years of experience in the industry.
• Customer Experience in 2017:
The effortless Customer Journey
• Distinguish your customers: personalization
throughout the Customer Journey
• Refine contact handling: utilize sentiment and
dynamic evaluation
• Empower your agents: channel flexibility and
omnichannel sessions
1
6
9 channel choices are the norm; the number of
channels is expected to rise to 11 by 2018;
Customer experience is the #1 driver for digital.
Dimension Data: Global Customer Experience Benchmarking Report (2017)
62% of customers say “ease of interaction” is
the most important attribute of a successful
customer interaction.
Deloitte Global Contact Center Survey (2017)
The majority of customers (72%) expect a
company to know their purchase history,
regardless of the channel (or channels) they use
to contact you.
NICE inContact Research: CX Transformation Benchmark Study (2017)
Customer Experience in 2017
• Personalize every
interaction
• Combine available data
• Provide insight into the
customer journey
Distinguish your Customers
• Detect customer sentiment
& handle accordingly
• Evaluate agent
performance
& plan accordingly
• Use evaluation to
automate feedback loop
Refine Your Routing
1
8
• Enable agents to handle
any channel
• Elevate interactions to
sessions
• Track across media and
sessions
Empower your Agents
1
9
Unified Platform Better Outcomes
Manage Customer
Journeys Across Channels
Analytics-based routing with context
between self-service and agent-assisted
channels
Turn Insights
into Results
Analyze every interaction in real-time to
identify issues and opportunities & see
trending of sentiment and topics
Unlock Your
Team’s Potential
Adaptive persona based and analytics
driven approach for
agent engagement and improvement
Streamline Service Delivery
Self and assisted-service bots and
robotic process automation
*AI =
Art
ific
ial In
telli
ge
nce
Omnichannel Routing
Analytics Workforce Optimization
Automation & AI*
Elastic Turnkey Telephony Rapid turn-up Easy Integration Extensible Enterprise-grade
2
0
↑ NPS and CSAT
↑ Customer LTV↑ Identify Root Causes
↓ Customer Churn
↑ Agent Productivity
↑ Agent Retention↓ After Contact Work
↓ Agent Assisted Contacts
↑ Differentiating Innovation ↓ Total Cost of Ownership
Open Cloud Foundation—Power Customer Experience Innovation
THANK YOU
www.niceincontact.com
2
1
Presenter photo
Presenter photo
Toby Paul
Product Marketing Manager
Roundtable
The Expanding Use of APIs-Unlocking the Power of Your Data to
Optimize Customer Support & Experience
Proprietary & Confidential, CallMiner Inc.
Engagement Analytics unlocks the
Powerful Insights hidden inside
your Customer Interactions
Proprietary & Confidential, CallMiner Inc.
Adding the Power of API’s to your Analytics Objectives
The Opportunities to Leverage Interaction Analytics Insights Outside of Your Analytics Platform through API Exports are Endless!
Research
Predictive Modeling
CRM
Compliance Management
Gamification
Web Feeds
A/B Testing
Tableau/Dashboard
Social Media
Reporting
Market Insights
ERP
Proprietary & Confidential, CallMiner Inc.
Application Programmable Interface (API)
Application Programmable Interfaces (API) present contact analytics users with the ability to export the content
of categories, scores, KPI metrics, transcripts, metadata, graphing, reporting etc.
EXAMPLES OF DATA YOU CAN OBTAIN FROM AN APICONTACT BASED ITEMS WHAT DOES THIS GIVE ME?
Categories and hits
Scores
Attributes
Measures
Contact by ID(s)
Contacts by search criteria
Contacts by metadata
WHAT DOES THIS GIVE ME?
WHAT DOES THIS GIVE ME?
REPORTING ABSTRACTION LAYER
TRANSCRIPTS
Contact by ID(s)
Contacts by criteria
Contacts by client ID(s)
Sections & categories
Scores & score components
Attributes
Measures
Transcript by Contact ID(s)
Full Text Transcripts by ID(s)
Transcript script by ID(s)
Word
Speaker
Time
API’s provides user opportunities to pull data such as
performance metrics, market insights and compliance data
into data warehouse and analyze with third party tools.
Proprietary & Confidential, CallMiner Inc.
Various Types of API Use Cases – 3 E’s
“Export” ‒ Data Warehouse
‒ Export data to external application(s)
“Embed” ‒ Functionality of analytics in another application
‒ Data transformation in another application
“Extend” ‒ Add functionality to extend use cases
‒ Non disruptive to “Platform” development
Proprietary & Confidential, CallMiner Inc.
Let’s look at a couple of Data Warehousing Use Cases
Dashboards
Gamification
Compliance Management System
Proprietary & Confidential, CallMiner Inc.
Use Case: Custom 3rd party Dashboard
Proprietary & Confidential, CallMiner Inc.
Use Case: Metrics-driven Gamification Incentives
Proprietary & Confidential, CallMiner Inc.
Use Case: Sharing Risk Scores for Reporting & Compliance
Automated
Speech
Analytics
Platform
Output
Application
Program
Interface
Compliance
Management
System
Transcripts
Proprietary & Confidential, CallMiner Inc.
Check out our Case Study featuring Open English’s Success leveraging Speech Analytics and its API!
Websites: www.callminer.comwww.engagementoptimization.comhttps://callminer.com/#see-a-demo
Open English Saves Time and Improves Sales
Conversions
ROUNDTABLE – INNOVATIONS AND TRENDS IN CUSTOMER SERVICE
Q&A
Brian LaRoche, Director, Account Based Marketing, CallMiner
Annette Miesbach, Product Marketing Manager, inContact
Kelly Koelliker, Director, Global Solutions Marketing, Verint