Unified Desktop by Microsoft CCA

©כל הזכויות שמורות

(עבודה)פותחים שולחן

בעידן הרב ערוצי

Kobi Magnezi

CTO, Financial & Technology

Matrix


, היתה תהו ובהו, והארץ

פני תהום-על, וחשך



-ויהי; יהי אור, ויאמר

אור



; טוב-כי, האור-אתוירא

בין האור ובין , ויבדל

החשך



CCF + Microsoft CRM

CCF integrates Sales and customer service features:

Order Invoice Account Contact Contract Case KB Manager Products, Leads opportunity management customer history, automated incident management, knowledge base

Microsoft CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance


הגיע הזמן לשים את

...הדברים על השולחן


Consumers Evolution

Number of channels increased

Number of Business systems increased

Enhanced business

competition

?מה השתנה השולחן הזה


Who’s and Who’s

Portal

Unified Desktop Smart

Desktop

Performance Support Beautification


Rep Based

Channels

Direct Channels

Social Channels

Unified Desktop

Technology


Fragmented technology

and high training costs can

negatively impact your

bottom line


Unified Desktop:

Connecting the dots


The agent’s

universal remote

What is Unified Desktop

for the agent?


Customer bounce

out of IVR

Agent takes call

for broken cell phone

Unified desktop

navigation

Agent resolves

issue

Agent resolves

issue

Consolidated information speeds call kickoff

Dynamic navigation and automation Minimal training In-context information access

Real-time recommendations

Call wrap-up Minimize redundant data

Unified Desktop Reduce

Average Handling Time

30s 2m 1m 30s


Features!


Main features

Customer Experience Impact

Contact Center Efficiency Desktop feature

Added value experience Higher success rate in up/cross sell

Holistic Customer View

Better service in less waiting time

Handle more inquiries Multi customer / session support

Better Service Increase ability to customer inquiries

Simultaneously access to Knowledge Base

Less time waiting for feedback

Quicker access to customer / business information

Tabbed Session Windows

Less time waiting for feedback

Less time spend on data entering and application switching

Automation


Everyone wins!

Agents – Saves time logging in and out of apps

– Real time metrics and call status

– Workflows among apps

– Provides contextual information to resolve queries

IT team – Lower training and maintenance costs

– Quicker deployment of new positions and apps

– Provide better support for different types of agent

Customer – Consistent service quality across all media channels

– No need to repeat the story over again

– Improved first contact resolution

– Acceptable handle time


...על שלושה דברים השולחן עומד CCAמבט מקרוב


Quick History


Demo

Don’t hold your

breath anymore!

Let’s open CCA


Integrated Agent Desktop

Enable user-interface integration


Session Management

Handle multiple customer sessions across multiple channels

interactions


UI Automation - Improved Customer

Experience

Delight customers with fast and accurate service


Auditing & Reporting

Audit and report on customer care activities


Centralized Management

Centrally manage and configure applications


Demo

Hosting new

application and

developing work

flows


Gazing ahead

CCA is ready for the

cloud: UD+S

(derived from S+S)


Case study

Integrating

SharePoint based

Knowledge

Management to

enrich the agent-

customer interaction