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Today’s Global Leaderin Customer Care
• 20+ years developing customer care solutions
• World leader in speech and customer interactiontechnology development
World-class people, experience and technology
technology development
• Largest global provider of speech, DTMF and textsolutions – hosted, on premise, or on device
• 1,200+ solutions experts in professional services
• Deep industry experience in Healthcare, Utilities,Telco, Banking, Travel, Insurance, Retail and more
• Core competencies in Interactive Voice Response(IVR), Speech, Computer Telephony Integration (CTI),Desktop and integration with legacy systems
Outbound
NUANCE SOLUTIONS
Inbound• Caller Authentication and Verification
• Caller Intent and Routing
• Self-Service Solutions (Speech and Touchtone)
• Proactive Notifications and AlertsOutbound
Mobile Care
Productivity
• Personalized Multi-Channel Interactions
• Customer Subscription Management
• Device-Based Self-Service Options
• Solutions for Open and Closed Handset OS
• CTI Routing and Screen Pop
• Customized Desktop Applications
• Reporting and Analytics
General State of Utility Contact Centers
• Utility contact centers are somewhatsmaller than other industries
• Centers tend to be unionized, and havegood, experienced agents
• Tend to be behind the curve in terms ofrobust CRM
• IVR tends to be DTMF. While moreutilities are deploying speech it’s often
Have Speech34%
PlanningSpeech
16%
ConsideringSpeech
14%
No Speech36%
Speech in Utilities
utilities are deploying speech it’s oftenvery basic
• The goal has been to minimize costabove delivering a great customerexperience.
• The web-channel has not been fullyexploited. While in otherindustries there is a bit push to theweb, utilities web sites tend to drivecalls to the contact center. 2%
2%
5%
6%
6%
8%
9%
9%
11%
15%
27%
New Billing System
Collections
General Technology
Budget
Call Volume Growth
CRM System Upgrades
Energy Prices
Other
Csustomer Satisfaction
Self-Service Technology
Staffing Levels
Top Customer Care Challenges
Trend Summary
IVR Platform Change - New redesigned applications balancing costsavings with customer experience
Focus on the Bill - Pay Bill options (Inbound and Outbound)
Computer Telephony Integration(CTI):
- Segmenting callers (past due)
What Nuance Has Seen in Past Engagements
Cost Savings - Self Service Containment + Reduced AHT
Customer Satisfaction - Proactive communication with customers- Consistent IVR and Web Customer Service
Analytics Using data to improve the customer experience
AMI/SmartGrid -Freeing up agents to handle more complex tasks-“Future proofing investments”- Growing interest in mobile and Web apps forbilling, energy usage/tracking
Focusing on customer experience more
• Focusing on customer complaints: Factoring in customer experiencein an industry that typically did not focus on it will be a challenge
Smart Grid & Consumer Participation
• How will it affect my customers (benefits vs. rate increases)
• How will affect how I communicate with my customers
General Utility Overview
• How will affect how I communicate with my customers
How to remove costs from the contact
• Bill pay, delinquent bills, appointment confirmation, planned poweroutage, power restoration notification, and more
• Improve agent efficiency and reduce call times
• Proactively communicate w/ customers, most never contact utility
Targeting markets for new business
• Appliance service
New advanced CRM systems
• Not on a par with other industries in terms of CRM systems
• Multiple systems for customer functions
• Moving towards web services
Customer service
• Balancing service and costs
General Utility Overview
• Balancing service and costs
• Make it easy to do business with (Pay bill)
Customer Satisfaction studies & Analytics
IVR Speech becoming more pervasive
• Direct calls quickly and efficiently, routing
• Improves caller experience
• Dynamic application functionality to solve complex tasks
Field Automation
Remote Connect /Disconnect
Reliab
leService
Appointment Reminders Outage Notifications Disconnect Warnings
Employee Notification Intelligent Dispatch AMI Notification Enhancements
Outbound/Inbound SCADA Alerts and Escalations Payment Reminders
Service Trends
Outage Management System
Multi ChannelInteractions
Customer Service
Network Meter ReadingCredit Card PaymentEnhanced Collections
8
A Commitment to Caring
Flexible Service
Reliab
leServiceStaffed Social Workers
CUSTOMER CARE• Start/stop/transfer service• Meter reading• PIN administration• Request information• Pay station locator• Rebate information
ACCOUNT MANAGEMENT• Address/name change• Bill pay• Usage inquiry•Payment arrangements• Payment and credit history• Duplicate bill request
OUTAGE/TROUBLE REPORTING• Outage reporting
UTILITIES SOLUTIONSSAMPLING
FIELD SERVICE ASSISTANCE• Ticket management• Storm recovery• Asset inventory• Condition assessment• Call routing/dialer
Inbound
© 2002-2009 Nuance Communications, Inc. All rights reserved. 9
• Outage reporting• Trouble reporting status• Outage hotline
CUSTOMER CARE• Outage alerts• Outage restoration alerts• Appointment confirmation• Energy assistance program• Peak saver alerts• Surveys
COLLECTIONS• Payment reminders• Account suspension• Shut-off and curtailment
CORPORATE COMMUNICATIONS• Product and market updates• Corporate announcements• Surveys• Field crew scheduling• Emergency situations• Welcome calls
Outbound
ProductivityCTI• Intelligent call routing• Screen-pops• Business intelligence
Custom Desktop• Linking data and contact center systems• Data delivery and capture forms, formats and reports
Summary
The nature of customer care in the contact center will change
• Higher call volumes
• More complex calls
• Integration of SmartGrid data with the agent desktop
Operating budgets under continued pressure
• Accommodate new call types and volumes
• Maintain regulatory support such as state-specific ASA• Maintain regulatory support such as state-specific ASA
Speech and Call Steering adoption to better understand caller intent
Growing interest in mobile and Web apps for billing, energy usage/tracking
Investment in outbound communications to continue
• Power Outages – Proactive communication on outage and time to restore
• Billing - Realtime SMS Texts on consumption, approaching monthly usagegoals
• Account Management - Outbound calls on recommendations to reduce billwith alternative energy or more efficient use of appliances