NEC Improving Your Customers Exp

Improving Your Customer’s Experience –

Placing People at the Center of Business Communications

Peggy MurphySenior Sales Engineer

NEC Unified Solutions, Inc

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Agenda

Unified Communications – Roles BasedInside Out

Customer Contact Methods – Outside InPlacing the Customer at the Center of UCImproving Customer Contact Methods

VoiceMulti MediaIVROutbound IVRVideo Mail Messaging

Using UC technology to Improve the Customer Experience

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The Current Buzz – Unified Communications

Centralizing all Communications Processes into a Single Tool

Collaboration, Presence Management and Mobility

Role and Rule Enablement

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The User Role Drives the Communications Need

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And the Method…

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Through the Medium…

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Where is the Customer?

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Unified Communications – Inside Out vs Outside In

How do your customers contact you?Are they reaching the best resource?How do you contact them?Do your systems “remember” them?Are your contact methods branded?How can UC technology improve the customer experience?

When considering UC, don’t forget to measure the CUSTOMER’s experience

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Voice

Fax

IVR/Speech

eMail

Text/IM

How do Customers Contact Your Business?

Web/ Portals

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Voice

Fax

IVR/Speech

eMail

Web/Portals

Text/IM

Are You Managing All Customer Contact Methods?

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Voice

Are You Managing All Customer Contact Methods?

Contact Center - ACD• Skills Based Routing• Caller Based Routing• Last Agent / “Remember Me” Routing• Presence Based Routing

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Effective Customer Supporting Contact Centers

Skills Based Routing

The Right Resource – The First time

Allow Agent “Chat” for Improved Resource Utilization

Caller Based Routing

Caller ID

Self Idenitification

Number Dialed

Last Agent / “Remember Me” Routing

Customer Relationship Management

Account Assignments – Last Rep

Presence Based Routing

Who is Available

Resources Beyond the “ACD”

Resource Management

Caller Management

Account Management

Presence Management

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View the details of callers waiting in queue.

Repeat Caller InformationRouting Based on CallerTo Last Routed or Pre Defined Representative

Route calls based on “Presence Status”

Agent to Agent recorded “Chat” for best resource management

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eMail

Are You Managing All Customer Contact Methods?

Multi Media Enabled Contact Center•eMail Routing•Chat & Web Forms Routing•Fax Routing

Web/Portals

Fax

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ResultsChallengeIncreased Customer responsiveness– Grew Client Acquisitions:

Reduced call lengths, increased alternate contact methods, gained knowledge of all mediasIncreased Caller & Agent Satisfaction

Multi Media Contact Center

SolutionDebt & Credit Advisor Firm:

Offer clients multiple methods of access to information and counselors

Unknown response times for email and fax requests

Utilize common database and routing application to route multiple medias

Add MultiMedia to Contact Center:

Added Web FormsLive Agent Chat Requests eMail andFaxQueuing to Existing “ACD”

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eMail Auto Reply allows Automated answersLibrary of Responses and Auto Text Supervisor Monitoring of eMail and Chat - extends CCenter Management

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IVR/Speech

Are You Managing All Customer Contact Methods?

Customer Focused IVR•Remember Me•Speech Enabled – Customer Appropriate•Branding

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Challenge

"Voice Enable" Customer Service with “Remember Me”

ResultsSolution Hotel: Aging IVR

with limited functionality led to inefficiency in customer service and high cost of ownership. Insufficient call volume capacity and limited “Self Help”

Poor customer experience led to loss of revenue

Voice Portal and Hosted IVR : Design and Develop a voice portal to assist current customers to access information and update reservations

Customer experience and new revenue: Significant saving on call center agents; Highly Reliable Network ;Self service and Improved Caller Experience

Demo : 800-471-8460

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Branding Your IVR

Current

“Disneyized”

Stop

Click in Viewer mode to hear

Fun Family Entertainment

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Are You Managing All Customer Contact Methods?

Text/IM

IVR/Speech

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Challenge

Outbound IVR: Appointment Reminder

ResultsSolutionSurgery rooms and clinics:

Significant loss of revenue due to “no show”

Need to better connect with customers and prospects

AMS Appointment reminder & notification :

Pre recorded message and automated dialer to notify customers and confirm appointments.Use the system to generate demand for new servicesMultiple delivery options:

Telephone call, SMS, email

Satisfaction & Revenue:

Return on investment in less than 2 monthsDecrease “no show” by 30% increase revenue

Options for customer notification Improved Customer Experience

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Other Examples

Government

Hospitality Education Healthcare

Others

Voting locations Reservation confirmation

Absence notifications Appointment reminder

Membership renewal campaign

City dump / recycling day

Casino announcements

Predator notification Prescriptionrefill

Customer Satisfaction Surveys

Tax and Fine collection

Guest welcome & Loyalty programsystem

Early school closure Patient LabResults

Ordering and Re-orderingProducts

Weather emergency Room Ready/Guest Connect

Registration information

ScheduleAppointment

Outbound leadGeneration ( Mortgage)

Political campaign Restaurant reservations / promotions

Admission reminder Physician location

Weather emergency

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VideoMail Enhancing Unified Messaging

Send Video and Screen Capture Messages as compressed eMail

Attachments

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VideoMail Enhancing Unified Messaging

Sales: follow-up ; Proposals

IT / Helpdesk

Corporate communications

Hard of Hearing instructions

Applications

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Turn Unified Communications “Outside-In”Place people at the center of communicationsAddress All Customer Contact MethodsMultimedia Contact CentersRoute Based on PresenceIVR BrandingOutbound IVRVideoMail Enhanced Messaging

Enhancing Customer Experience Through Technology

Transform what communications can do for your business

Thank You