EE and Associates

Navigating Disruption – Empowering Change

Contact Center of the Future…Today

Beth English, EE and Associates

Independent, Vendor-Neutral Consultancy

US-Based with Strategic Global Partners around the Globe

Enterprise and Multi-National Clients

Strategic Planning, Roadmap, Procurement through Implementation

Cloud Transformation

Unified Communications

Contact Center

Member of the SCTC (Past President and Board Member)

240-238-5598 (DC Metro) www.eeandassociates.com 805-275-2457 (California)

Society of Communications Technology Consultants

A professional network of experienced, vendor independent, vetted consultants has extensive knowledge and expertise to guide organizations to optimal solutions

SCTC consultants are:

• Experts in their field, thoroughly vetted by the SCTC.

• Part of a powerful network of consultants, able to form teams on demand with the right expertise for each project.

• Vendor-independent, delivering unbiased, client-focused recommendations.

http://www.sctcconsultants.orgStand H125

Introduction

This Photo by Unknown Author is licensed under CC BY-SA

Why Omni Channel

BUSINESS THAT HAVE ADOPTED AN OMNICHANNEL STRATEGY SHOW A 91% YEAR-OVER-YEAR INCREASE IN CLIENT RETENTION RATES COMPARED TO THOSE THAT

HAVE NOT

REDUCING THE CONFUSION OF DIFFERENT MESSAGES ACROSS MULTIPLE ENGAGEMENT CHANNELS IS A KEY

ATTRIBUTE IN RETAINING CUSTOMERS

Multi-Channel

Offers different ways for customer to interact

PC, Tablet, Smart TV, Mobile phone, text, web, phone call

Experience is not consistent across each channel

Omni-Channel

Consistent relationship and message across all channels

Can use more than one channel simultaneously

Can switch between channels without interruption

Seamlessly delivering a consistent experience across all channels is challenging

Customer loyalty increases through a well-executed omnichannel program

Agent Augmentation

C U S T O M E R E X P E R I E N C E

Live conversation

Live TranscriptionLive Intent Annotation

TranscriptionSummarizationCall Recording

Customer SentimentAgent Behavior

Automated WorkflowsNext Best Action

APICRM & APPs

Traditional speech analytics is a post call, back office process that uses yesterday’s data to change tomorrow’s actions. ACI brings speech analytics into the moment to change call outcomes now!

Agent Efficiency• 50% ACW reduction• Lower agent costs• Reduced Errors

Live Monitoring and Coaching• See 100% of the calls• Accelerate customer experience• Insights for free

Compliance• Complete coverage• Supervision on demand• Full visibility

With Avaya Conversational Intelligence

Retail Call Queuing

“Press 1 for bathtubs” Bathtub experts across all stores are

calledSystem tries local store first, then…

Caller rings in:

▪ Use distributed experts most efficiently

▪ Call center without a center

▪ Experts log in and out

▪ Management gets contact center reporting

70 Store Plumbing Supply Company

Question:

What is the most critical, overlooked element of a successful Contact Center deployment?

Are Chatbots Evil Incarnate?

With the prevalence of mobile and remote workers, what ways are you seeing customers address the E911 issue?

This Photo by Unknown Author is licensed under CC BY-SA

Describe the role of the developer in Contact Center

• How important is it?

• Is it becoming more important?

• Why?

Questions?

Thank you

Elizabeth English, Founder and Principal

EE and Associates

Navigating Disruption-Empowering Change

www.eendassociates.com

240-238-5598