Improving Your Customer’s Experience – Placing People at the Center of Business Communications Peggy Murphy Senior Sales Engineer NEC Unified Solutions, Inc
Improving Your Customer’s Experience –
Placing People at the Center of Business Communications
Peggy MurphySenior Sales Engineer
NEC Unified Solutions, Inc
NEC Unified Solutions, Inc.P age 2
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
NEC Unified Solutions, Inc.P age 3
The Current Buzz – Unified Communications
Centralizing all Communications Processes into a Single Tool
Collaboration, Presence Management and Mobility
Role and Rule Enablement
NEC Unified Solutions, Inc.P age 4
The User Role Drives the Communications Need
NEC Unified Solutions, Inc.P age 5
And the Method…
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Through the Medium…
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Where is the Customer?
NEC Unified Solutions, Inc.P age 8
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
NEC Unified Solutions, Inc.P age 9
Voice
Fax
IVR/Speech
Text/IM
How do Customers Contact Your Business?
Web/ Portals
NEC Unified Solutions, Inc.P age 10
Voice
Fax
IVR/Speech
Web/Portals
Text/IM
Are You Managing All Customer Contact Methods?
NEC Unified Solutions, Inc.P age 11
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
NEC Unified Solutions, Inc.P age 12
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
NEC Unified Solutions, Inc.P age 13
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
NEC Unified Solutions, Inc.P age 14
Are You Managing All Customer Contact Methods?
Multi Media Enabled Contact Center•eMail Routing•Chat & Web Forms Routing•Fax Routing
Web/Portals
Fax
NEC Unified Solutions, Inc.P age 15
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
NEC Unified Solutions, Inc.P age 19
IVR/Speech
Are You Managing All Customer Contact Methods?
Customer Focused IVR•Remember Me•Speech Enabled – Customer Appropriate•Branding
NEC Unified Solutions, Inc.P age 20
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
NEC Unified Solutions, Inc.P age 24
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
NEC Unified Solutions, Inc.P age 27
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