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© 2004 Avaya Inc. All rights reserved.
Le nuove tecnologie a supporto del
Contact Center di ultima generazione (Demystifying the Future of the Contact Center)
Milano 10 febbraio 06 Patrizio Di Carlo
2© 2004 Avaya Inc. All rights reserved.
Revenue growth:superior customerservice
Cost reduction:worker & businessefficiency
Manage risk
Mobility with ubiquitous access
Ease of use supportinga variety of devices
User control, privacy& security
Rapid, flexibledeployment
Flexibility for newbusiness models
Integrating businessprocesses
Clear ROI & investment protection
Option to build oroutsource
Scalable, secure,reliable, manageable
Customer Imperatives Drive our Technology Roadmap
WorkerImperatives
Business Imperatives
ITImperatives
3© 2004 Avaya Inc. All rights reserved.
Improving Customer Service, Worker Productivity and Business Efficiency Optimizing the Distributed Enterprise for Growth
Locations
Customers
Workers
Dynamic & ubiquitous access to key resources & expertise 24 x 7
Consistent experience across locations and modes
Easy to use; easy collaboration
Multi vendor/standards based systems and support
Holistic, intuitive approach to management, reporting and presence across the enterprise
Always on:Secure, reliable, scalable
and manageable
4© 2004 Avaya Inc. All rights reserved.
Customer Service for Sustained Competitive Advantage
Virtual infrastructure
Seamless delivery of applications and servicesCentral Site, Branch, Remote Channel integration
Integrating customer information and interactions across multiple media (voice, web, chat, email, etc.)
Enhanced self-service
Bringing customers inside a company’s business processes
Differentiated service
Embedding strategic customer segmentation in customer-contact operations
Expertise on-demand
Connecting customers to the right people at the right time, anywherePresence, InterruptabilitySkills, Knowledge
Information Management
Capture, ReportingRetrieval and AnalysisReal-Time Information
Customer
5© 2004 Avaya Inc. All rights reserved.
• Capabilities reflect site size not importance
• Local buying decisions:– Reflect site specific work
– Result in incompatible systems & duplication
• Limited:– Flexibility
– Leverage between sites
– Access to distributed expertise and resources
– Consistency in end-userexperience
• High turnover of locations
• Little / no infrastructure support staff
HQ
Today: Communication for the Multi-Location Enterprise
Kiosk
Large Branch
Virtual Office
Medium Branch
Satellite
Mobile Worker
Small Branch
6© 2004 Avaya Inc. All rights reserved.
Tomorrow: Distributing Communication Applications Across the Multi-Location Enterprise Using IP
Worker Mobility
Branches leverage central applications, resources and each
other
Centralized Management
Scalability, Reliability
Security
Consistent user experience and capabilities
Transparent extension to mobile workers
Improving customer service, worker productivity and business efficiency
PSTN
Broadband
ApplicationGateways
Virtual Contact Center
Universal Branches
7© 2004 Avaya Inc. All rights reserved.
SIP is a Key Enabler for Intelligent Communications
Native Support for Multimedia Uniform Policies Across Media Multimodal Interactions Broadband/3G-Ready
Presence and Events Easy Propagation Between Components Richer Services; e.g. Resident Expert
Easier Call-Context Integration (CCI) Transport Context with Signaling Extend CTI to Rest of Enterprise
Multi-Vendor Interoperability Supports Multi-Site connectivity, Branch, Home Agents Ease of Integration among components IT Alignment – Familiar Technology
8© 2004 Avaya Inc. All rights reserved.
Improving Customer Service Utilizing Multimedia, Presence and Context
Universal Branches
Access to experts with caller context
Route toany agent with caller’s context
Broadband
Wireless
PSTN
PSTN
Voice & visualcontact
Mobilespeechaccess
Click-to-connectweb users
9© 2004 Avaya Inc. All rights reserved.
Today: The Agent is at the Service of the Customer
BusinessApplications
Data and Intelligence
Business Processes, Rules and Routing Engine
Customer
IVR
WebSelf-Serve
InteractionCenter
InteractionCenter
Finance, Logistics, …
ProductSpecialist
Supplier
BranchOffice
ResidentExpert
RegionalRep
ProductSpecialist
10© 2004 Avaya Inc. All rights reserved.
IVR
WebSelf-Serve
Tomorrow: The Entire Enterprise is at the Service of the Customer
BusinessApplications
Data and Intelligence
Business Processes, Rules and Routing Engine
Customer
IVR
WebSelf-Serve
SIP and Communications
Services
InteractionCenter
Finance, Logistics, …
ProductSpecialist
Supplier
BranchOffice
ResidentExpert
RegionalRep
ProductSpecialist
11© 2004 Avaya Inc. All rights reserved.
Enterprise Workers
>400 million
The Entire Enterprise is at the Service of the Customer
Business communications, contact center practices, business processes and functions merge
Access knowledge across the extended enterprise
Customer
Workers Servicing Customers
100 million
Contact Center Agents9 million
12© 2004 Avaya Inc. All rights reserved.
Intelligent Communications
Correlates withHigher Communications Intensity
13© 2004 Avaya Inc. All rights reserved.
Intelligent Communications
Correlates withHigher Communications Intensity
Contact Center Agents9 million
Workers Servicing Customers
100 million
Enterprise Workers
>400 million
14© 2004 Avaya Inc. All rights reserved.
Demystifying the Futureof the Contact Center
The critical business importanceof the contact center
15© 2004 Avaya Inc. All rights reserved.
CEOCMO
CIO COO
Footnote: 1. Mercer Management Consulting, interviews with 50 c-level executives, April 2004 2. Lane & Co., focus group discussions, March 2004.
Driving Business Results“Help Me Grow Efficiently and Better Serve My Customers”
Grow Revenue“Our main priority is on winning
business back and growing
our top line.” 1
Reduce Costs“Even in growth markets, cost
reduction is a top-of-mind issue.We have to reduce overhead while
maximizing efficiency” 2
Lower Risk“Our top two business priorities
are security & continuity, after that next priorities are numbers
5 and 6.” 1
16© 2004 Avaya Inc. All rights reserved.
Contact Center AccountabilityPressure From Many Forces
Internal Forces
Boardof
DirectorsCEO
Sales &Marketing Finance Operations IT
HumanResources
External Forces
CustomerRegulatoryAgencies
IncreaseShareholder
Value
ProtectBrandEquity
ImproveBottom
LineResults
CollectRelevant
Data
GrowRevenues
LowerCosts
ManageWorkflow
UtilizeExisting
Technology
ProvideQualityService
ImproveCustomerLifetimeValue
RetainEmployees
ReduceStaffing
ProvideMultiplePoints ofAccess
ProtectPrivacy
FollowVertical
Regulations
IncreaseEfficiency
Ease ofUse
IncreaseResponse
Times
ProvideAdequateTraining
Do MoreWithLess
ProfitableGrowth
17© 2004 Avaya Inc. All rights reserved.
Business CommunicationStrategy Is Critical
Technology StrategyDeployment & Management Strategy
Technology StrategyDeployment & Management Strategy
Business StrategyBusiness Strategy
Business Communication Strategy and ArchitectureBusiness Communication Strategy and Architecture
enables
drives
18© 2004 Avaya Inc. All rights reserved.
Blending Businessand Operational StrategyThe Historical Contact Center Challenge
Efficiency(Cost Focus)Efficiency
(Cost Focus)Effectiveness
(Revenue Focus)Effectiveness
(Revenue Focus)
19© 2004 Avaya Inc. All rights reserved.
Riding the Contact Center Waves
1970 1980 1990 2000 2001 2002 2003 2004 2005
Eff
icie
ncy
Fo
cus
Cu
sto
mer
s A
s T
ran
sact
ion
s
Eff
ecti
ven
ess
Fo
cus
Cu
sto
mer
s A
s A
sse
ts
“Help Desk”Strategy: Call Efficiency
Tactic: Get Calls Resolved Quickly
“Help Desk”Strategy: Call Efficiency
Tactic: Get Calls Resolved Quickly
Call Center “Efficiency”Strategy: Increase Agent Productivity
Tactic: Knowledge Base Tools
Call Center “Efficiency”Strategy: Increase Agent Productivity
Tactic: Knowledge Base Tools “Post-Internet” Call CenterStrategy: Cut Costs Efficiency
Tactic: Call Deflection and Migrationto Non-phone Channels
“Post-Internet” Call CenterStrategy: Cut Costs Efficiency
Tactic: Call Deflection and Migrationto Non-phone Channels
“Contact Center”Strategy: Generate Revenue
Tactic: Blending Marketing and Service
“Contact Center”Strategy: Generate Revenue
Tactic: Blending Marketing and Service
“Call Center”Strategy: Automate Service
Tactic: Automated Issue Tracking
“Call Center”Strategy: Automate Service
Tactic: Automated Issue Tracking
Extended Contact Center
Strategy: Balance of Efficiency &
Effectiveness
Extended Contact Center
Strategy: Balance of Efficiency &
Effectiveness
20© 2004 Avaya Inc. All rights reserved.
Today’s High PerformanceContact Centers Will…
• Be revenue centers, not cost centers
• Be the primary channel for customer relations, including support, sales and marketing activities
• Offer timely and accurate information to customers
• Be the central source of data for management decision-making that involves the customer
• Expand into Web-based channels
• Allow technology to unburden routine tasks
• Employ clusters of highly trained and empowered service reps, who have at their disposal a vast, multimedia and integrated network of customer data
21© 2004 Avaya Inc. All rights reserved.
How Companies Are Addressing an Efficiency/Cost Savings Focus
• Site and Server Consolidation– “Flatten, consolidate, extend”
• Lower operational costs (systems/software/people)
• Increased efficiency of interactions (“one and done,” “right place, first time”, etc)
• Call avoidance and containment using natural language andself-service
• Automated agents
• Offshore, near-shore and outsourced contact center operations
Operational Efficiency
22© 2004 Avaya Inc. All rights reserved.
How Companies Are Addressing Effectiveness/Revenue Focus
• Advanced segmentation based on customer lifetime value (CLV) or other higher-order customer models
• Up-sell/cross-sell/saves based on customer segment
• Knowledge management
• Predictive customer analytics
• Predictive call routing
• Blended operational and business reporting
PersonalizedCustomer Care
23© 2004 Avaya Inc. All rights reserved.
Make Money and Save MoneyDelivering Significant Lift in Both Areas - Simultaneously
Significant ROI
Efficiency(Cost Focus)Efficiency
(Cost Focus)Effectiveness
(Revenue Focus)Effectiveness
(Revenue Focus)