Automatización en el Contact Center Juan Antonio Estival
Jun 04, 2015
Automatización en el Contact Center Juan Antonio Estival
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360º Grados
Agenda
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Observar
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NAV360 SMG – Busca Objetivos
Filtros
Patrones
- Lenguaje Natural - Análisis de patrones - Servidor de Decisiones Analíticas - 100% Abierto. 100% Integrable
Lista de Objetivos
Decisiones Anaíticas
Contenidos
Fuentes (Twitter, Facebook, YouTube, Blogs, etc.)
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Ahora Sí. Captación
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Live Agent
(opt-out from agent-less interaction)
Voice
SMS
E Mail
SIP
Proactive Outreach
Manager
Agente Predictivo
Contacto Proactivo.
Social
Media
Agente Virtual
Tu Eliges
Hosted On
Premises Cloud
Contacta por cualquier canal Escalado entre canales Optimiza tiempos de agente con
marcación Predictiva
Estrategias Universales
Orígen de Datos
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Agent Cliente
Knowledge
Base Motor de Conversacion
Escalar a
un agente
CRM ERP
Recursos
Avaya Automated Chat Soluciones Integrales
Lenguaje Natural
Consulta
Cliente
Respuesta
Automática
Respuesta
Agente Respuesta
Agente
IVR No. Experience Portal Sí.
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Customer Experience
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La Tienda Del Contexto Información en tiempo real compartida en Memoria
Simple, Rápido, Abierto. Eficaz
Click Consulta Permanencia
Evento: Consulta Permanencia, Fecha
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Enterprise Work Assigment
Business context properties and attributes
can also be used for rule selection
Atributos para
emparejar
Best Match
Propiedades •Tiempo Real o
Históricas
Atributos •Contexto
•Cualquier Fuente
Propiedades
Requeridas/Preferidas
Rule
selection*
La Tienda Del Contexto
Políticas •Avaya o Externas
11 11 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Dibuja tu contact center
La unificación Real
Collaboration Environment
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Funcionalidades 100% procesado y transcripción de conversaciones
Mapa visual de cada llamada con diferenciación de interlocutores
Flujo universal con envío de alertas por email.
Diferenciador Análisis de tendencias: Indices contextuales
Categorización basadas en inclusión o ausencia de palabras clave
Acceso inmediato a segmentos de llamada
Voice
Analytics
Búsqueda Proactiva
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Métrica vs Análisis
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Buy Own Select
Purchase
Research Receive
Onboard
Use
Maintain
Promote
Renew
Interesting!
Find Out More!
Place an
Order
Receipt and
Setup
Chasing
Order
Learning to
Use Product
Making a
Payment
Troubleshoot
Upgrade
Disconnect
Leaving
Retain &
Winback
Promotion
Offer
Feel & Compare
Products
Mobile/Web
Research
La experiencia 360º
Advanced Wait Treatment
Callback Assist
Enterprise Call Routing
Automated Chat Email, Speech
CC Mobile
Video Social Media Security & Biometrics
Breakdown
Damage
Proactive Outreach
Automated Web Chat
Proactive Outreach
No te conformes con menos