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E*pro\'s Customer Experience Management solutions
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E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
E *P R O C O R P O R A T E P R E S E N T A T IO N
ALL RIGHTS RESERVED 2010 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
CUSTOMER EXPERIENCE MANAGEMENT-(Total Customer Satisfaction Initiative by E*Pro Technologies)
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Business challengesKey FindingsCEM – DefinitionWhy CEM?CEM – Our Solution & its building-blocks Multi-channel integrationVisual IVRIntelligent IVRVoice BiometricsNotification SystemSocial Media IntegrationCEM – ArchitectureBusiness benefits
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Improving customer experienceImproving agent productivityReducing operating expensesImproving first call resolutionIncreasing customer retentionIncreasing use of self-service systemsNotifying customers about events as and when they occurProviding support across customer touch-points
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Grey Areas of Customer Service / issue resolution process:
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ce: O
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ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Following aspects of Automated Telephony systems lead to customers’ dissatisfaction.
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ce: O
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ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Some First call Issue resolution Enablers
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ce: O
VUM
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
CEM – optimal use of various technology components which creates an ability to manage multi-channel interaction i.e. across customer touch points(phone, chat, email, Web, in-person) and buying-lifecycle (ordering, fulfillment, billing, support etc.)
86% of consumers quit doing business with a company because of a bad customer experience(Up from 59% four years ago)
Customer Experience Management (CEM)- A comprehensive voice solution which ensures seamless integration of various building-blocks to give end-users an enriching experience while interacting/doing transactions with a company, product, brand or service.
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report
“Is providing superior customer experience a top strategic priority for your organization?”
86% of companies said
“YES” for “Customer
Experience” as a top strategic priority
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Executive Teams’ goal in providing superior customer experience:
76% seek to differentiate on
customer experience
Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Multi Channel Contact
Center PlatformVisual IVRIntelligent IVRVoice BiometricsNotification SystemSocial Media
Integration
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
American businesses lose more than American businesses lose more than $80 billion $80 billion a year due to poor a year due to poor customer servicecustomer service
- Contact solutions
Cross channel context passingWeb to phone Web to Web ChatPhone to Web (Smartphone)
Intelligent services with context awareness
Supporting mediums
Important features
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Enterprise platform that instantly delivers Enterprise platform that instantly delivers relevant visual contentrelevant visual content during a call to during a call to mobile device user.mobile device user.
E*Pro’s CEM System
Provides visual menus, visual response and audio response, Transfers calls to live-agents triaging data to personalize greetings and recognize reason
of the call. Reduces live-call volume, enabling first call resolution Promotes effective agent utilization and operating costs reduction Increases cSat ratings
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
How it works?
Integration of IVR, CTI with business analytics/reporting tools and other enterprise databases for responding smartly to customers’ calls.
Value additions:
Provides high level personalization during conversation knowing the current context, history and trends.
Improved reporting, monitoring and analysis
Ensures better customer experience.
Personalized caller experience through Intelligent IVR system - IIVRPersonalized caller experience through Intelligent IVR system - IIVR
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
US contact centers spend $12.4 billion annually verifying the caller
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro’s Voice Biometrics solution has the followingFeatures:Multi-factor authenticationCan be integrated with web, IVR and mobile based applications.And it Helps:In providing personalized caller experience.The customers feel secured
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
Adoption rates of MNS (Mass Notification Solutions) at Fortune 500 companies to increase from 20% in 2010 to 40% by the end of 2015. -- IMS ResearchMediums supported for E*Pro’s notification system: Voice – for making outbound calls.EmailText – for reaching out through SMS.Push Technologies – for content delivery in smart-phones’ interfaces.Social media - for seamless integration with various social networking sites (e.g. Facebook, Twitter)
ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
Wishes
Trends 15% decline in voice transactions by 2015
Consumers are mobile (56% of Internet Traffic)
250 million people access Facebook via mobile
500,000 people use Twitter each day
Choosing the channel and device they communicate with
24 x 7 expectationConsistent Experience and access to
existing/new features
Integration of Voice
Platform with Social media like Face book and Twitter using APIs, supporting multiple channels
Our Solution
Support your transformation to a social enterprise Bringing social factor into business process and operational model Common platform for customers and employees Not just listening but engagement
Conversation based social interaction with customers Supports integration: channel, process and customer to employee
Hap
py
Cust
omer
s!!
Results
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
Multi-channel Integration
Visual IVR
Intelligent IVR
Voice Bio-metrics
Notification system
Social Media Integration
CEM Components Business Challenges
Provide Support across customer touch-points
Improve First Call Resolution
Increase adoption of self-service system
Improve Agents’ productivity
Reduce Operating Expense
Notify events as and when they occur
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095
ALL RIGHTS RESERVED 2010 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
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