Connecting with Your Customers: Omni-Channel Customer Service

Christian Raahave, Product Sales Specialist

Michael Ahrensburg, Consulting Systems Engineer

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What is Omni-Channel?

Omni-Channel is the evolution of multi-channel, but is concentrated more on a seamless approach to the consumer experience through all available channels, i.e. mobile internet devices, computers, brick-and-mortar, television, radio, direct mail, catalog and so on. Companies are meeting the new customer demands by deploying specialized supply chain strategy software.

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The Customer is Changing

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Customers are Moving Online

•  Self service •  Crowd sourced •  Web and email

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At any time, in any location, and on any device

Customers want to be taken care of

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The Mobile Channel is Growing Asia has the highest mobile banking penetration, while the

US has the highest usage frequency

42% China 1.9

41% Hong Kong 3.6

47% South Korea 4.1

24% Thailand 1.0

38% Singapore 1.9

27% Australia 3.9

34% Spain 4.0 26% France 3.7

26% UK 3.7 16% Germany 1.7

30% Mexico 2.5

32% US 4.9

22% Canada 2.4 37% India 1.9

Source: Surveys conducted by Bain % Co. (2012); 150,000 bank customers overall, 74,000 in US

•  Percentage of respondents who had mobile banking interactions in the previous 3 months

•  Average number of uses per respondent in previous 3 months

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The Challenges

Delivering a Seamless and Personalized Customer Experience Across Multiple Channels

Improve Time to Closure… Faster Than Today

Enable Secure Collaboration and Ability to Close Business Across Multiple Channels

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Next-Generation Contact Centers Will Have Several Important Characteristics: •  Multichannel

•  Multiplatform

•  Multimedia

•  Social media fluent

Next-Generation Contact Centers

Source: Forrester Consulting, Next-Generation Contact Centers Must Become Relationship Platforms (February 2011)

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Agent Interactions Are Becoming More Advanced

Longer, More Interactive Calls

Calls That Can’t be Scripted

Expectation Agent is Knowledgeable

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Agent Software Evolution   Agents need just-in-time data   Agent tools need to support dynamic work

practices   Traditional metrics aren’t as meaningful

Tools and Staffing Will Need to Adapt

Agent Staffing Evolution   Agents as relationship managers   Agents require a broader set of skills and better

training   Agent retention even more important

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Highly Effective Agents

“My company trusts me to make decisions. I don’t need to put callers on hold to get permission to do the right thing.”

“My company concentrates on supporting me instead of measuring me.”

“My organization is set up to help customers."

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BUSINESS TRANSFORMATION •  Engaging customers in insightful conversations across any channel

•  Providing a frictionless Omni-Channel experience

•  Foundation for new business models and interactive customer experiences •  From transactions to interactions and new revenue sources

•  Capturing every customer moment of truth •  In real time, across both staffed and automated channels, and trigger

appropriate actions

•  Marketing and selling based on customer events •  Progress from mass marketing to precise, event-based marketing with

customer information and predictive analytics

IT TRANSFORMATION •  Lowering operational expenses

•  Achieve superior customer experience and lower operational expenses through process optimization and balancing channels

Opportunity: Become More Customer-Centric, Leading to New Sources of Revenues and Profitability

Omni-Channel

Web

Mobile

Voice

Home

Brick and Mortar Kiosk

Social

Chat

SMS

Omni-Channel Customer Collaboration

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Omni-Channel Customer Collaboration

Contact Center Platforms

MOBILE VIDEO

SOCIAL

Email Interaction Manger

Web Interaction Manger

SocialMiner Remote Expert

ADVANCED SOLUTIONS

EMAIL, WEB, CHAT

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Remote Expert

Intelligently Routes to First Available and Best Expert

•  See the message •  Video chats with expert

•  Video chats with expert •  Jabber guest

•  Video chats with expert •  Makes the purchase

Public Home Branch/Store

Video Chat Now!

Video Chat Now!

You Can Afford that RV! Let us show you how

Video Chat Now!

Francisco Finance

EX90Kiosk Mobile Immersive

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Omni-Channel Customer Collaboration

Contact Center Platforms

MOBILE VIDEO

SOCIAL

Email Interaction Manger

Web Interaction Manger

SocialMiner Remote Expert

Agent Request

Ecosystem Partners

ADVANCED SOLUTIONS

EMAIL, WEB, CHAT

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Ecosystem Partner

Demo

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Closing statement

Omni-Channel is not about the technology! Rather, it’s about finding the best outcome for you and your customers. To achieve success, IT and business must work together to solve customer problems for the store as a whole – there’s no other way to do it with complete success.

Rose Depoe Executive Director Cisco Consumer Products & Services

Thank you