The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.

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© 2016 Drishti-Soft
Present and Future: Customer Service
Saurav Samanta
Head - Consulting

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© 2016 Drishti-Soft
“Contact Centers” have evolved from just being “Voice-based call centers”…
1980
1990
2000
2010
The Next Wave
Voice Multi-Media Multi-Channel & Multi- Department
Call Center Applications
PBX based CTI applications
like :
ACD, Popup, Dialer, IVR, Voice
Logger
Call Center Solutions
Single Vendor Portfolio Offering
Common Reporting & Management
Contact Center Solutions
Multi-Channel (Email, Chat)
Channel KPIs
Customer Interaction
Management
Single Process across Channels
Universal Queue
Social Media Integration
Process KPIs
Customer Engagement Hub
Single Customer across
departments
Analytics to measure Engagement
KPIs, rather than interactions
…to now being on their way to become a “Multi-Channel Customer Engagement Hub”
Evolution of Contact Centers

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Image Courtesy: Randy Glasbergen www.glasbergen.com
Current State Of Affairs

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© 2016 Drishti-Soft
Current State Of Affairs
Focus only on Customer Interaction Management KPIs
Reactive Response To Problems
Not Utilizing Marketing & Sales Automation
Less Focus on Multi-Channel Communication
Servicing the interaction rather than Customer Life Cycle
Disparate Systems Working Independently – not in sync

5. 5Customer Speak: Poor Service
6%
6%
6%
7%
10%
10%
11%
12%
39%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Post negative comments on the store/company/…
Post negative comments about the brand on my Twitter
page
Post negative comments on a blog — not sponsored…
Post negative comments on a blog — sponsored by…
Post negative comments on the store/company/…
Post negative comments about the brand in
an online customer community
Post negative comments about the brand on my Facebook
page
Write negative reviews about the brand on an online
consumer review site (e.g., Yelp)
Tell friends and families about the negative experience
Base: 4,462 US online
adults (18+) who make
purchases from a brand
they feel connected with
Source: Forrester’s North
American Consumer
Technographics®
Customer Life Cycle
Survey 2, 2014
“If you were dissatisfied with your experience with the brand that you feel connected with, which
of the following would you do?”

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Plenty of brands are mainlining the hype around new
customer service technologies, concepts.
Globally in 2013, 66% of
consumers switched
brands or business due
to poor customer service,
a 4% increase on the
previous year. Some 82%
of those who switched
said the brand could
have done something to
stop them.
The Tech Hype

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“ The more you engage
with customers the
clearer things become
and the easier it is to
determine what you
should be doing.— John Russell
“

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Meet the new age Customer who dictates how he/she wants to interact with a business, which
creates an interesting multimedia logjam
Customer Interaction Management or Contact Center as a practice is simply insufficient. Focusing
only on interactions and Customer interaction related KPIs lead to a very artificial experience.
Introducing…Customer 2.0

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© 2016 Drishti-Soft
When 1,620 consumers were tested under laboratory conditions, 63% said they
felt their heart rate increase when they thought about receiving great customer
service. For 53% of those tested, receiving great service triggered the same
cerebral reactions as feeling loved.*
The takeaway?
When it comes to customer service, it’s not about what consumers think.
Great service is about feelings.
* American Express Service Study, September 2013

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Engagement Hubs, essentially cross-channel CRM customer interaction applications that will
allow personalized engagement with customers across all interaction channels including social,
and reach all departments.
Nurturing the customer from the first touch point when
a customer becomes a lead to servicing them with after
sales support
The Future: Holistic Approach

11. 11Immediate Benefit?
Support the transition from transactional economics to a more comprehensive view of
customer relationship economics
Common Information Exchange from:
 Social Media Activity
 Customer Web Visits
 Purchase Behavior
 Engage History
 Contextual Information
 Sentiment Analysis

12. 12Essentials of Good Customer Service
The agent has the
tools to solve the
customer's
problem or address
the customer's
issue from a
remote location.
The agent will
know the path
the customer
has taken
before the voice
conversation
takes place
The agent sees what the customer sees.

13. 13So I can Skype my grandmother...but not the brands
I buy from?....!
Millions of consumers worldwide have had
enough of ineffective virtual ‘assistance’ by
web or phone.
What’s more, they’ve been enjoying on-
demand face time with their friends for
years now. The tech exists – why can’t
brands catch up?
Now, forward-thinking brands are finally
starting to do just that: by providing
webcam-enabled face-to-face interaction
with their customer service representatives
– as and when consumers need it.

14. 14Sixth Sense
Smart sensors, face and object recognition
technologies and wearable devices mean
it’s possible to gather and analyze
information about consumers – their
location, preferences, purchasing histories
and much more – in real-time as never
before.
Now, consumers in physical spaces will
expect the use of real-time data to shape
and enhance the service they receive. In
2015, it’s time for brands to develop and use
a SIXTH SENSE for information.
Source: www.pega.com

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The Success Cycle: Social & Mobile Important Channels
Source: www.pega.com

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Now, you can detect patterns of customer needs and behaviours and proactively intervene. You can
use predictive analytics, advanced business rules and automated processes to correct an issue. The
possibilities are endless for proactive service
Source: www.pega.com
Proactiveness Will Be Winner

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High –Definition Customer Service
The latest technology takes this further, enabling you to capture your goals,
your customer’s goals and your best practices directly in your customer service
system, and the system will automatically apply those goals throughout a
guided service process. This is true high-definition customer service.
Source: www.pega.com

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State of Integration in Contact Centers
Source: Frost & Sullivan

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Modern technology should support customer
service agents, not impede their flow!

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Ameyo is an all-in-one software based
communication solution that manages end-
to-end customer journeys and consistently
delivers exceptional customer experiences.
It is a powerful and highly flexible IP-based
contact center software that lets you have a
personalized interaction with every
customer across multiple channels, thereby
driving customer engagement to a level par
excellence.
About Ameyo
Ameyo: An All-in-one Communication
Solution

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All in one
Yet Modular
Linear
Scalability
Central Management
with Distributed Call
Center
One Platform – Multiple
Business Solutions
Rapid Application
Development through a
Low cost resource model
Zero dependency on
Third Party Licenses
Faster Time to
Market
Single Infra-
Multiple
Customers
All in One Scalable Multisite Configurable
RAD Tools Open Extensible Multi Tenant
Platform
An “all in one” Contact Center Suite

22. 22What it Does
The Ameyo Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels, and interactions to nurture
customer retention and advocacy.
Crafting a New World of Customer Engagement

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Ameyo Video Call Center Software allow customers to easily initiate a
video call through an application or website. When the call is
connected, customer information is popped up at the agent screen
that displays comprehensive information on the customer that will
help the agent in quickly resolving the problem. While video calling,
agents are provided the option of chatting with customers, and in case
the agent is unavailable, the customer has the option to schedule a
callback on the mobile app or web UI.
Ameyo Video Contact Center
Key Features
Skill-based Routing based
on predefined routing
logics
Call Conferences
and Transfers
Live Monitoring of
Video Calls
Video Recording
Tool

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End Notes
Source: www.pega.com
Customers want to be empowered to get a question answered or an issue resolved
at any point during their engagement journey with a company, and they expect easy
service interactions
Customer service organizations will make self-service easier for customers to use
by shoring up its foundations and solidifying their knowledge-management strategy
Good customer experiences > Better Revenue > Loyal Customers > More Likely to Act
As a Product Advocate.
Only 24% measure CX across channels

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Sector-49, Haryana 122018, India
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Info@ameyo.com
OUR PHONE
+91 124 477 1000
OUR WEBSITES
www.ameyo.com
www.ameyoengage.com.
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