1 Ameyo Fusion CX First Ever 360 o Customer Experience Platform
2 Importance of Customer Experience is on the Rise of companies with the most positive 73% CX impact understand the link between customer experience and business results. companies with the strongest omni channel customer engagement strategies retain an 89% average of 89% of their customers, as compared to 33% for companies with weak omni channel strategies More than 50% of organizations will 50% redirect their investments towards customer experience innovations by 2018
Organizations are Acknowledging... 3 Meet Mr. CX Shift from Operations → Experience His Objectives: ● Omnichannel CX ● End-to-End CX
4 Platform CRM His Technology Contact Center Stack Contains... Organization Ticketing Transactional Systems
Creating Challenges... 5 Time / Cost Cross Channel and Real Pressures Customer 360 – Single Time Data to empower View of customer employees
Analysts Believe You Need Two Solutions... 6 16th May 2017 8th May 2017 CEC CCI Contact Center Infrastructure Customer Engagement Center Although these solutions can route CEC An extension of the CRM “These two multichannel interactions, voice tends market; they focus on channels other to play an important role than voice, solutions will merge but CCI solutions include tools to Strong focus on using existing it’s some integrate CRMs. however they customer data to optimize typically do not include this interactions based on the customer's years functionality in their stack desired outcome. away…”
7 Why a Few Years Away? Your Customers demand Experience today. So, Why not today?
8 Introducing Ameyo Fusion CX Ameyo Fusion CX is a Solution for brands to deliver CUSTOMER EXPERIENCE SEAMLESS | ENGAGED An Industry First!
9 Fusion CX A Complete Customer Experience Platform Built over - Ameyo’s Omni Channel Contact Center Platform and all New Ameyo CX CRM
is based on 3 Pillars of CX.. 10 Know Thy Customer Total Accountability Employee Empowerment 360 0 Degree View of Customer Front Office / Back Office Training Need Identification Accountability Across All Channels Customer Intelligence and Real Time Monitoring Unified Agent Desktop Machine Learning Knowledge Base Business Rules VoC (Voice of Customer)
Fusion CX knows 11 1 Customer Keeping the Customer at the Center of the Solution 360 0 Degree View of Customer Across All Channels Customer Intelligence and Machine Learning KNOW THY CUSTOMER VoC (Voice of Customer)
12 Your Customer Can Arrive From Any Channel Customers can interact with you across multiple channels - Mobile, Chat, Social Web, Phone, Messaging, Email in a seamless and consistent manner
However, You Would Still 13 See Her as Onev Interaction History Access to complete interaction history across all touchpoints, along with escalations and highlighted open tickets in a single window enables agents to effectively address customer queries in a personalized and dynamic manner. No Interaction Silos Across Channels!
14 Understand Her Better Inbuilt customer intelligence, customer mood, intent and behaviour can be easily understood, thereby than Ever Before empowering employees to interact better.
15 Listen to Her Constantly to Improve Voice of Customer (VoC) With Voice of Customer (or VoC), you can understand your customer’s perception of your company and product/services by gathering feedback across interactions and NPS surveys
Total Accountability 16 2 Establish clear accountability with Case Management and Business Rules which are Fused and not integrated Case Management Real Time Monitoring TOTAL ACCOUNTABILITY Business Rules / SLAs
Accountability doesn’t just end 17 with Contact Center ... Agent Efficiency Average Speed of Average Answer Handling Time Service Queue Wait Levels Time … it begins there.
Fusion CX makes whole 18 Organization accountable... New Account Front Office Opening Cases Back Office Card Services Updates Contact center … to Customer Claims Experience
With Fused Case Management…. 19 Front Office has access to case history, while Back Office has access to all interaction channels...
Creating Deep Insights 20 To optimize decisions and performance with beautiful drill downs and deliver deep insight into key performance metrics And Gives Deep Insights into Operations With Beautiful Drill Downs
And Sending Triggered Alerts 21 in case of Customer Aggravation, to take immediate action Address customer frustration and aggravation immediately with real-time triggers based on the advanced text analytics
Employee Empowerment 22 3 Arm your Employees with Customer Insights, Training and Knowledge Unified Desktop Training Need Identification EMPLOYEE EMPOWERMENT Integrated Knowledge Base
Navigating Windows to find right information is the 23 biggest challenge for employees... Alt+Tab is Your Employee’s Major Hurdle in Delivering Customer Experience According to Aberdeen Group, 26% of your employees’ time is spent in finding 26% information and navigating across windows
No More Searching For Information. Take Decisions using 24 Information with Unified Desktop With Unified Desktop , agents can access all interaction channels, customer data, previous interactions and knowledge base via a single window,
Having Integrated Knowledge Base 25 To reduce employee on-boarding time.. Making sure that employees have up- to date information to answer customer queries…
And Customer Data From External CRM/ERP Systems 26 Using Pre-built Connectors and API Integrations To make sure employees know what products and services your customer is using….
Monitor Your Employee Interactions with the right 27 data to Improve their Performance
And Monitor Operations on Mobile in Real- 28 time smart Watch all campaign Campaign Overview business detail queue card performance information setup Monitor your CC operations in real time from anywhere to act instantaneously Customize your mobile dashboard to track key process metrics like SLA, Lead penetration etc Get alerts when the threshold settings are breached to act upon immediately
Relieve Your Employees with Genie ( The 29 Intelligent BOT) Introducing Genie The Intelligent Chatbot • Low cost self service channel • Zero touch interactions made easy and effective • Performs almost human-like chat interactions • Smoothly handovers the interaction to an agent, if needed, in a single touch
Genie can help 30 you with • Clarify mundane customer queries like frequently asked questions, process details viz. How can I apply for home loan, Where is my nearest mobile operator store etc. • Fetch and deliver personal queries post authorization like bank statements, post-paid bill etc. • Automatically generate tickets and updates the customer Ex: CC lost - chat with genie - genie automatically raises ticket to block the card and applies for new card.
31 Ameyo Fusion CX Unique Benefits
Unique Benefits 32 Employees Operations IT Management • Reduce “data searching” time • • Get escalations instantly On-Premise and Private Cloud by 90% Models Available for Deployment • One Stop Solution • Dashboards and Reporting • • One screen with all information made Easy 24x7 Support • Single view of all CX to manage customer queries Operations • • with ease. Create Business Rules with Ease for Industry Best Project Management Interactions, Escalations and Cross- Practices and Hand Holding for • Launch new CX Programs • Customer Intelligence available Sell deployment with ease to manage customers • • Reduces Cost with Automation Pre-Built Connectors, Open APIs effectively through Chatbot and SDKs, RAD Tools Aligning the organization to improve customer experience..
33 Cross channel Business rules Create business rules using ticket status and customer sentiment to better serve the customer. Triggered business rules - set rules to take immediate action with the help of triggers due to non fulfilment of set rules. Ex: Skip IVR for cases which are open Automated business rules - Periodically validates the rules to take the set action Ex: Customer angry , ticket sla breached - action needs to be taken
34 Ameyo Fusion CX Features
Features 35 Omni Channel - Voice, Chat, Self Service ( IVR/Bots) Mobile, Email, SMS, Social Messaging, Bots Quality Monitoring Intelligent Routing Customer Analytics CX CRM Case Management Feedback VoC Unified Desktop SDK Scripting Flexible Mode of BI Deployment SLAs Connectors
36 Ameyo Platform
The Ameyo platform 37 Adapts to the needs of your business…
Ameyo Platform 38 Crafting a world of Customer Experience All in One Scalable Multisite Configurable One Platform – Multiple All in one Linear Central Management with Business Solutions Yet Modular Scalability Distributed Call Center Multi Tenant RAD Tools Open Extensible Single Infra-Multiple Rapid Application Development Faster Time to Zero dependency on Customers through a Low cost resource Market Third Party Licenses model
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