CUSTOMER ENGAGEMENT DESIGN BEYOND VOICE€¦ · 11/07/2016 · Social media service to phone call 94% 61% 77% 78% 62% 77% 71% 60% 85% Organisations should always offer different

CUSTOMER ENGAGEMENT DESIGN

BEYOND VOICE

Bernard Gutnick Senior Director Product Management Avaya [email protected]

Tim Richter Director Product Management Avaya [email protected]

mailto:[email protected]


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© 2016 Avaya Inc. All right reserved 4 4

AGENDA

The Autonomous Customer

Changing Customer Service Expectations

Avaya Breeze – Helping You Evolve from Voice to Omnicenter

Bridging Automated and Agent Assisted Care - Mobile Service Experience

Avaya’s Investment in Customer Engagement Beyond Voice For Serving Our Customers

Q & A – Open Discussion

© 2016 Avaya Inc. All right reserved

© 2016 Avaya Inc. All right reserved 5

THE

AUTONOMOUS

CUSTOMER


CUSTOMER EXPECTATIONS ARE ALWAYS CHANGING

Much better access to

information

Use self-service to

gain control

Help other customers

Super charged by

smartphone & social media

Less loyal to organizations which don’t

deliver

Note: Global data, January 2015


CUSTOMER EXPECTATIONS ARE ALWAYS CHANGING

79% Shop around for

best price

57% say self-service is

good as it puts you in control

46% contribute to

online forums e.g. Trip Advisor

45% comment on social

media using smartphone about

the customer service just

received

43% say loyalty is a

thing of the past


THE AUTONOMOUS CUSTOMER


CUSTOMERS STARTS WITH DIGITAL COMMUNICATIONS

Personal email

92% SMS

79%

Web-chat/MSN/GoogleTalk etc

43% Mobile banking

33%

Apps on smartphone

81%

Apps on tablet

47%

Websites on tablet

50%

Websites on smartphone

80%

WhatsApp

85% Facebook

63%

Location based apps

40%

Computer games

40%

Twitter

30%

Google +

30% Instagram

27%

Skype/Facetime/Hangout

21%

LinkedIn

15%

Tumblr

11%

Snapchat

11%

Vine

6% Pinterest

6%

Use 2 to 3 times a week or more…

Source: BT/Avaya, 2015. All data Singapore, except where stated. Data in brackets ( ) is global.

Would like organisations to offer the following…

E-mail same call centre agent

Sales and service through Facebook 63%

Skype calls to call centres

Visual IVR options on smartphone

Apps with web chat, messaging

Switch from web chat to phone

Voice biometrics for ID&V

Share my screen with an agent

Switch from web chat to video chat

Secure tech. for payments by phone 48%

Social media service to phone call

94%

61%

77%

78%

62%

77%

71%

60%

73%

85%

Organisations should always

offer different channels to

meet my needs (81%)

1 in 3

Agree orgs. make it easy to

switch between different

channels (1 in 3)

3 in 4

Any agent should be

instantly familiar with my

contact history (3 in 4)

Less

than


OMNI-CHANNEL IS NOT THE SAME AS MULTICHANNEL

Business centric model Media centric model

Voice / Video

Text

E Mail

App Web

Speech

Social

Retail / Branch Location Sales Specialist

Self Service Live Agent

Website Mobile Platform

ATM / Kiosk Terminal


…the enemy


AVAYA BREEZE ENABLES UNIQUE OMNICENTER SOLUTIONS

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC

Avaya Communication Applications

Virtualization Reliability Management Scalability Security

Team

Engagement

Patient

Engagement Networking Mobile Cloud

Software Foundation For

Creating Omnicenter Applications

Avaya BreezeTM

https://youtu.be/d4xRxsSCWMI


AVAYA BREEZE SNAP-INS FOR RAPID DEPLOYMENT

Voice /

IVR

Mobile /

SMS

Email

Social

Video

Web /

Web

RTC

Avaya Communication Applications

Virtualization Reliability Management Scalability Security

Team

Engagement

Patient

Engagement Networking Mobile Cloud

Avaya BreezeTM

Leverage Breeze Snap-ins To Build Applications

WebRTC Real-Time

Speech

Context

Store

Work

Assignment

Engagement

Designer

Call Park

and Page

Engagement

Assistant Co-Browse

Mobile

Video Presence

Future

Capabilities

https://youtu.be/d4xRxsSCWMI


AWARE RESEARCH CONSIDER PURCHASE LOYAL

Context Store

Calls with support question

CUSTOMER JOURNEY

Orders tickets over the phone

Email order confirmation

Work

Assignment

Self-service

Learns of new product

Signs up for email updates

Reads online Reviews

Marketing CMR ERP IVR Contact Center

USE THE CONTEXT STORE SNAP-IN TO GATHER

INFORMATION FROM MULTIPLE DATABASES

Could the experience be different if the agent knew:

1) I have a Visa card 2) Vacation Club member 3) Sent an email about packages 4) Have stayed at a Hotel 5) Member of DVD club


EASY TO BUILD BREEZE OMNICENTER APPLICATIONS


HOT OFF THE PRESS –

PURCHASE SNAP-INS FROM THE AVAYA SNAPP STORE

WWW.SNAPPSTORE.AVAYA.COM

http://www.snappstore.avaya.com/


WEBRTC SNAP-IN FOR WEB – MAKE WEBSITES GREAT

FOR CC WITH REAL-TIME ASSISTANCE

Customers can add voice or video communications within websites

Sessions are handled like any other calls

Agents can use their existing desktop and H.323 or SIP hard or softphone

Agent Assistance


CO-BROWSING SNAP-IN: CUSTOMER AND AGENT

º

Customer Window Agent Window

Co-Browsing

Online Help

Sync Option

Unique Session key for each session

Request control option


WEBRTC SNAP-IN MAKES MOBILE APPLICATIONS

INTERACTIVE

Customers can add voice or video communications within mobile applications

Medical coverage subjects are handled like any other calls

Agent can use their existing desktop and H.323 or SIP hard or softphone

Agent Assistance

C a l l 9 11


Can’t Login

Customer

Agent

“This application

is terrible, I can’t

log in”

“Sorry for that.

What’s your

name?”

Customer needs to make a cold call

Hello World

Bank

AVOID FRUSTRATION LEADING TO AGENT NECESSITY


Can’t Login

Hello World

Bank “Can’t login in?

let me help you

with that. Could

you show me

your ID?”

Agent knows the context

Video helps closing the case promptly

Hello World

Bank

ENABLES THE DIGITAL TRANSFORMATION WITH

AVAYA BREEZE CONTEXT STORE AND MOBILE VIDEO


WHERE IS IN-APP MOBILE SUPPORT?

Use smartphone in last 12 months to…

Phone call centres 80%

Access mobile banking App once a week

39%

Scan in-store to get best prices

45%

Phone call centre & look at web on smartphone

47%

49%

Download Apps for customer service (46%)

70%

Would like to share smartphone screen so

agent can see it while helping (62%)

47%

Comment on social about customer service using a smartphone (45%)

7%

Often share GPS so orgs. offer discounts based on your location (12%)

3 in 4

Want Apps with web chat or messaging

capability (3 in 4)

12%

Used Siri or similar on smartphone in the last 6 months (17%)

Source: BT/Avaya, 2015. All data Singapore, except where stated. Data in brackets ( ) is global.

Would like Visual IVR when calling on a smartphone

81% Indonesia

54% UK

45% Belgium

30% Germany

68% Spain

86% China

86% India

83% UAE

60% USA

77% Singapore


Experience Portal Breeze

• Context Store

• WAE

• Co-Browsing

• Mobile Video

• Chat

• Callback

• Knowledge based

Orchestration

Designer

Biometrics Call Back Predictive

CallerID

Sentiment

Analysis

• Advanced Speech self-service

• Automated Outbound (POM)

• Mobile Customer Service

• 2-way SMS • 2-way Email

Engagement

Designer

BRIDGING THE GAP BETWEEN AUTOMATED & ASSISTED CARE

WITH AVAYA BREEZE AND EXPERIENCE PORTAL


Welcome

Start Claim

Need Help?

COMMUNICATION ENABLED MOBILE APPLICATIONS

FOR AGENT ASSISTANCE WITH FULL CONTEXT

Connecting seamlessly between automated and assisted experiences with the context of the interaction

Enter Additional Information


Self-Service Business

Process

CRM ERP Marketing IVR Contact Center Big Data

Customer Journey Record

Routing Analytics Web/

Mobile

Agent Transfer

Agent

CONTEXT STORE SNAP-IN: CUSTOMER JOURNEY

RECORD CREATION

CASE STUDY

TRANSFORMING OUR OWN

AVAYA CLIENT SERVICES

CONTACT CENTER


PEOPLE ARE ALREADY EXPERIENCING

OMNICHANNEL CUSTOMER ENGAGEMENT


THE WORLD IN 2011 THE JOURNEY TO CUSTOMER SERVICE TRANSFORMATION BEGINS….

88% of initial

contacts through

the phone

Employees solving

same problems

over and over

Pressure to improve

productivity, CSAT

and margins

Escalations and

backlog clearing

needed focus

15-20% agent

turnover


AVAYA’S SUPPORT SERVICES EVOLUTION

FOCUS ON SOLVING ISSUES ONCE

Net Promoter

Score

28 points

Ticket Resolution

Time

54%

Alarms Resolved

Through Automation

300,000

Employee Engagement

12%

Results after 3 years of focus on implementing new innovations in support for Avaya customers

Statistics are based on Avaya internal Data

Culture

Process

Technology


THE COOKBOOK FOR TRANSFORMATION

What we did:

Ava, our virtual agent, provides natural

language search and high findability for

solutions

Omni-channel communications: chat, web

talk, web video live support options

Immediate publishing of all known solutions

using KCS practices

Cross functional “capsule” teams to support

customer segments

Report Service Outage and escalation

buttons enable fast response in a crisis


EASY AND FAST ACCESS TO RESOURCES

• Single click to access high-

touch recovery team

• Specially trained experts with

streamlined processes

• After outages, 90% of clients

provide positive feedback

92% of outages resolved < 2 hours

Avaya Emergency Recovery

• Guides user through the

knowledge base using natural

language search

• Answers general questions

• Maintains session history and

context for all live interactions

Based on Avaya Automated Chat

Ava - Virtual Agent

• Direct access to Tier 3 in many

cases if Ava cannot find a solution

• Engineers can “swarm” an issue

for faster resolution

• New solutions added to

Knowledge Base within 30

minutes

Omni-channel access to live agents - chat, talk and video

Live Agents


32

Fast Powerful Flexible

POSITIVE IMPACT FOR AVAYA CUSTOMERS

4X CLIENT CONSUMPTION OF KNOWLEDGE RESOURCES VIA WEB

Of customers use the web to initiate their personalized service experience

90%

Resolved via faster self-service 70%

New/Updated articles / month 4,100 Of chats are resolved by the virtual assistant (Ava) without human intervention

50%

Key for Avaya’s

effective service

transition was to deliver

more customer value

while still cutting costs

QUESTION AND ANSWER PERIOD

OPEN DISCUSSION

Bernard Gutnick Senior Director Product Management Avaya [email protected]

Tim Richter Director Product Management Avaya [email protected]




AVAYA BREEZE BOOT CAMPS

Hands-On Classroom Educational Training Classes:

– Intended for technical developers to design, build and run Avaya Breeze

Programming Avaya Breeze™ Snap-ins using Java SDK (Java development experience recommended)

– May 10, 2016 Dubai, UNITED ARAB EMIRATES

– May 18, 2016 Coppell, UNITED STATES

– May 25, 2016 New York City, UNITED STATES

– June 1, 2016 Sao Paulo, BRAZIL

– June 8, 2016 Frankfurt, GERMANY

– June 15, 2016 Esentepe - Istanbul, TURKEY

– June 22, 2016 Markham, CANADA

– June 29, 2016 Miami, UNITED STATES

Registration for customers and partners at www.avaya-learning.com


AVAYA BREEZE BOOT CAMPS

Hands-On Classroom Educational Training Classes:

– Intended for technical developers to design, build and run Avaya Breeze

Programming Avaya Breeze™ Snap-ins using Engagement Designer

– May 8, 2016 Dubai, UNITED ARAB EMIRATES

– May 16, 2016 Coppell UNITED STATES

– May 23, 2016 New York City, UNITED STATES

– May 30, 2016 Sao Paulo, BRAZIL

– June 13, 2016 Esentepe - Istanbul, TURKEY

– June 20, 2016 Markham, CANADA

– June 27, 2016 Miami, UNITED STATES

– July 11, 2016 Singapore, SINGAPORE

Registration for customers and partners at www.avaya-learning.com

Visit Our Smart City

6:30pm 9:00pm

Monday, April 4

7:00am 8:30am

12:15pm 1:30pm

Tuesday, April 5

7:00am 8:30am

12:15pm 1:30pm

6:00pm 8:00pm

Wednesday, April 6

7:00am 8:30am

(Expo closes after

breakfast)

Thursday, April 7

Expo Hours

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Documents

CUSTOMER ENGAGEMENT DESIGN BEYOND VOICE€¦ · 11/07/2016 · Social media service to phone call 94% 61% 77% 78% 62% 77% 71% 60% 85% Organisations should always offer different