TIME TO GET YOUR HEAD IN THE CLOUDS Prepared For CCMA November 2018 Ed Creasey Consulting Director
Vendors have failed to deliver
• The End of Compromising • The Analyst View: Why Cloud? • The Customer View: How our customers did it • Our View: What you can do. Today
The End of Compromising
Not giving you the tools to respond
Isn’t it time we stopped compromising?
The Analyst View: Why Cloud?
A confusing world for contact centres • Customers will reward great service • But what is “great” services? • Is it seamless omni channel? • Is it Low Effort? • We say we want to speak to humans • But we give assisted a lower NPS • And we don’t really trust AI It's confusing out there.
The advice from the analysts: “Clients are better served by focusing on a CCaaS provider offering contact management and WEM.” 1. Cloud Benefits 2. Omni-channel 3. Native WFO 4. Analytics and AI • Fast deployments • Similar functions to on • Native apps where • Instant access to • Redundancy & Security premise infrastructure the vendor controls Interaction and WFO • Move from Capex to • Assisted & Self- development data Opex model service • Recording • Machine-learning • License elasticity • Voice quality • WFM enhanced routing • Global coverage • Consistent routing • Analytics & Quality • Customer journey • Service levels & support • Persist context across • Consolidated data for analytics • Always the latest channels simple reporting • Real-time interaction version • Single view of the • Common interface to analytics • Integrations customer simplify training
The Customer View: How our customers did it
Scalability in an uncertain world As one of the most destructive storms on record…..1000s of volunteers, and a large contact centre was needed to handle critical enquiries Cloud contact centres made it possible to set up a new contact centre in 72 hours for 2500 agents, allowing administrators and supervisor to set up and manage from day 1.
The way the cloud platform is engineered is in my mind very impressive. They provide for a very reasonable cost redundant infrastructure that's very solid, with high quality voice that allows us to have an enterprise cost call centre at a price we can afford. Enterprise grade software at a lower cost
We don't worry about hardware and scaling aspects anymore. We can focus on writing new software for our clients. It's all about speed of connection and the quality of the interpreter. Our connect times have improved by 30%. What we can do is much more secure, much more stable and scalable Faster connection times
Going Global in weeks When we went live, we started with Asia Pacific first. We rolled that out in 4 different languages, over 100 different skills. Within 2 weeks we launched our European office, and 2 weeks later in North America in multiple locations, Mexico and Brazil. Agent behaviours has improved, we're handling more calls, and we have customer feedback on every agent.
True omni-channel customer journeys We have the ability to start in one channel, (a phone call) move to a chat, move to an email, be flexible and agile with the customer….changing channels as they need us to. Being able to monitor real time the health of my contact centre from anywhere in the world
Our home-grown PBX gave us outages and issues scaling up/down. It was too much IT cost for 5 contact centres in 5 countries over 7 languages with seasonal/daily ramp up. We implemented scripting of omni-channel assisted and self service to provide automations and support for 3rd party vendors to help with AI chatbots, saving $1.1 million Integrating the journey in the cloud
CRM integration to improve the CX Mitchell had to replace an on premise PBX. They implemented CRM integration, where screen popping saved 2/3 minutes per call. The outbound team saved time using click to call, and routing by ANI has ended difficult conversations where customers were routed incorrectly. In 2 years their costs fell by 64% and Service Levels increased by 49%
Bringing WFM to a support helpline La County 211 is a small 60 agent contact centre which supports emergencies in the community. They use native WFM to help them deliver core WFM features on their cloud call centre. Implementing vacation planning and flexible schedules has helped them gain 11 FTEs in 6 months
Bringing WFO to Outbound Centres Check into Cash old reports took 3 hours, now it takes 15 minutes. Agents’ after -call work has reduced by 68% by seeing real-time dashboards of their performance, using gamification challenges to drive these improvements. Instead of using spreadsheets to create schedules, WFO tool aggregates the data & predicts the coverage needed
EE spent too much time identifying and distributing performance issues. They have integrated Performance Management, Quality, Speech Analytics and WFM in the cloud. • Consolidates all data from interactions • Team Leaders pinpoint the root cause of performance • Agents identify their own coaching needs • NPS up 20PP, 2.4 million calls saved, 79% fewer complaints One Version of the truth, in the cloud
A person that's very direct versus one that's very analytical, sometimes they bump heads. When you understand that about each other you are able to collaborate in such a way that it's a much more effective interaction. We've already seen a reduction in our average handle time and once we deploy to all of our services I think we're going to see less attrition on our agents because they're going to be talking to people that they can be successful with on every call. Routing on an emotional level
You can get the tools to deliver a better customer experience if you embrace the cloud Next-generation contact centers that blend data, machine learning, conversational interfaces, omnichannel, and processes that accelerate the evolution of self-service optimization and workforce augmentation. They incorporate AI to personalize matching agents to customers, enhance agent interaction abilities, and offload management tasks.” FORRESTER “FUTURE PROOF YOUR CUSTOMER SERVICE” FEBRUARY 23, 2018
Our View: What you can do. Today
TM OMNICHANNEL WORKFORCE AUTOMATION ANALYTICS ROUTING OPTIMIZATION & AI Nexidia Mattersight Desktop Omnichannel Workforce Quality Real Time Desktop Robotic Analytics PBR Analytics Recording Management Management Authentication Automation Automation ACD IVR Proactive Outbound Dialer Customer VoC Interaction Channels IVR Performance Back Incentive Journey CRM & UCaaS Integrations Optimization Management Office Compensation Optimization Solutions Management OPEN CLOUD FOUNDATION – POWER RAPID INNOVATION Turnkey Rapid Easy Enterprise- Elasticity Extensibility Telephony turn-up Integration grade
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