1. Improving Your Customer’s Experience – Placing People at the Center of Business Communications Peggy Murphy Senior Sales Engineer NEC Unified Solutions, Inc
2. Agenda Unified Communications – Roles Based Inside Out Customer Contact Methods – Outside In Placing the Customer at the Center of UC Improving Customer Contact Methods Voice Multi Media IVR Outbound IVR Video Mail Messaging Using UC technology to Improve the Customer Experience
3. The Current Buzz – Unified Communications Centralizing all Communications Processes into a Single Tool Place people at the center of communications Address every dimension of communications Collaboration, Presence Management and Mobility Role and Rule Enablement
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
9. Voice eMail IVR/ Speech Text/IM Fax How do Customers Contact Your Business? Web/ Portals
10. Voice eMail Place people at the center of communications Address every dimension of communications IVR/ Speech Text/IM Web/ Portals Fax Are You Managing All Customer Contact Methods?
11. Voice Are You Managing All Customer Contact Methods?
13. Repeat Caller Information Routing Based on Caller To Last Routed or Pre Defined Representative View the details of callers waiting in queue. Route calls based on “Presence Status” Agent to Agent recorded “Chat” for best resource management
14. eMail Are You Managing All Customer Contact Methods? Web/ Portals Fax
15. Solution Results Challenge Increased Customer responsiveness– Grew Client Acquisitions: Reduced call lengths, increased alternate contact methods, gained knowledge of all medias Increased Caller & Agent Satisfaction Add MultiMedia to Contact Center: Added Web Forms Live Agent Chat Requests eMail and Fax Queuing to Existing “ACD” Debt & 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 Multi Media Contact Center
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18. eMail Auto Reply allows Automated answers Library of Responses and Auto Text Supervisor Monitoring of eMail and Chat - extends CCenter Management
19. IVR/ Speech Are You Managing All Customer Contact Methods? Place people at the center of communications Address every dimension of communications
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21. Customer experience and new revenue: Significant saving on call center agents; Highly Reliable Network ;Self service and Improved Caller Experience
22. 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”
24. Branding Your IVR Fun Family Entertainment Click in Viewer mode to hear Current “Disneyized” Stop
25. Are You Managing All Customer Contact Methods? Place people at the center of communications Address every dimension of communications IVR/ Speech Text/IM
26. Outbound IVR: Appointment Reminder Solution Challenge Results AMS Appointment reminder & notification : Pre recorded message and automated dialer to notify customers and confirm appointments. Use the system to generate demand for new services Multiple delivery options: Telephone call, SMS, email Satisfaction & Revenue: Return on investment in less than 2 months Decrease “no show” by 30% increase revenue Options for customer notification Improved Customer Experience Surgery rooms and clinics: Significant loss of revenue due to “no show” Need to better connect with customers and prospects
29. VideoMailEnhancing Unified Messaging Applications Sales: follow-up ; Proposals IT / Helpdesk Corporate communications Hard of Hearing instructions
30. Turn Unified Communications “Outside-In” Place people at the center of communications Address All Customer Contact Methods Multimedia Contact Centers Route Based on Presence IVR Branding Outbound IVR VideoMail Enhanced Messaging Enhancing Customer Experience Through Technology Transform what communications can do for your business
Notas del editor
**Use this one for bug design.** redo the top image, business process design graphics** screen shots of vista images for screen panels.There are 3 levels. Customers want an end-to-end responsibility and they want it to work. Each transaction now – we have to worry about the end to end components here.We need to take into account the UC, it’s the manner and the mode of how they communicate. A vast majority of the competition is messaging here. But you can’t stop there.At Unified Business – in the IT industry, there’s been a huge amount of money invested in automated their business. What they find is there is still 20% of their transaction that require people. 80% of the cost of the business is handling the 20% of those processes. There’s a cost associated with this.Communications is critical from this perspective. The interesting thing about it is everyone needs it. it’s the single most important application they need. They can live without the portal, CRM or something else – but they cannot live without communications.Here’s how NEC does it. We look at the infrastructure layer. It has already converged, it’s table stakes. Then you move up to Unified Communications – but we think it’s more than UC. It doesn’t stop there. What you require is a Unified infrastructure. It’s not simply just providing devices on the edges of the network. The biggest challenges are how the information flows through the network. The second is the Unified Communications – it’s how our customers communicate. It’s the user experience. We’re extending it to the Unified Business – turning the information into knowledge so they can take action on the point of need. There a course of action that needs to be taken between human beings.
NEC is leader in IT-Communications Convergence Unlike other convergence solutions, NEC UNIVERGE360 enables you to:Place people at the center of communicationsFully Integrate Communications throughout Your BusinessLeverage an open standards approach to maximize your options NEC’s wide selection of robust offerings enables every aspect of communications in the business environment, with a vast array of IP desktop phones, IP PBX platforms and consoles, feature-rich communications with advanced unified messaging, contact center and productivity solutions. Advanced capabilities include speech-enabled IVR, wireless mobility, collaboration, safety and security, interactive and informational digital signage and more.
