The Four Facets of Customer Engagement
Communications Solutions Integrator Corporate Overview
Communications Solutions Integrator Founded in 1983 by current directors Strong Balance Sheet with no debt Consistent Profitable Growth Prestigious Customer Base Dedicated and Loyal Team Ethos of Customer Care
Communications Solutions Integrator Unified Communications Multi-Channel Network Connectivity and Enterprise Telephony Contact Centres and Security
Unified Communications and Enterprise Telephony Voice and video calls, presence, instant messaging, mobility and collaboration The converged multi-media communications suite from Alcatel- OpenTouch Lucent Managed Services and Enterprise applications from the Cloud Flexibility, mobility and better collaboration across your organisation - and with your clients
Multi- Channel Contact Centres Improved agent engagement to increase customer satisfaction levels Easy access to expertise for better first-call resolution Resilience, Quality Control, Enabling your customers to engage Management and Reporting with you over their preferred media
Network Connectivity and Security Fast and intelligent networking to support all your communications Intrusion and threat prevention that protects assets, resources and reputations Wired and wireless infrastructure to underpin all connectivity
Communications Solutions Integrator
Communications Solutions Integrator Design and Consultancy Project Management Integration and Support Ensuring your solution Complete orchestration of all From initial needs assessment and continues to deliver value right data collection through to stakeholders to deliver the desired from the start outcome every time comprehensive design
High Street / Branch Networks Swinton Insurance Dixons Stores Group 18 year relationship 12 year relationship References by 700 stores 650 branches 17 main office sites 22,000 cabling outlets 26,000 telephony users Cabling, telephony and CC Vertical Market 35,000 cabling outlets National support 3,000 contact centre agents Store refurbs and MACS Cabling, telephony and CC National support Halfords Stores Group Nationwide Crash Repair 12 year relationship 12 year relationship 90 branches 600 stores 5400 cabling outlets 50 cabling outlets per Cabling and telephony, store national support Cabling and telephony National support
Education Public Sector Leicestershire & Northants Bournville College Police Forces New build with 6,000 CAT6a References by 4 year relationship Stringent H&S criteria 4,000 User Skype for Hostile environment Business Deployment Vertical Market Including Blue Light Walsall College Warwickshire County Over 7,000 CAT6 ends 14 year relationship Full Wi-Fi data network 5,500 telephony users Complete voice solution T elephony and cabling Complete AV solution across Warwickshire
Automotive Jaguar LandRover Aston Martin 4 year relationship 6 year relationship References by Main Manufacturing Site Locations throughout Networking and WiFi the UK infrastructure Cabling and network Vertical Market infrastructure supporting smarter working initiative Volvo Truck and Bus Audi City Cabling and network 12 year relationship infrastructure for flagship 15,000 end-points 110 sites across UK London showroom
Social Housing Futures Housing ForViva Housing Selected from 65 bidders Successful tender win References by Skype for Business, Enghouse Enghouse multimedia CC on and Orchard solution Avaya telephony platform 350 users with 35 seat 30 Contact Centre agents Vertical Market Enghouse multimedia CC Agent analytics and WFM Impressed by entire Amillan applications team Yorkshire Housing Trent and Dove Housing 300 user telephony, contact 350 user telephony, contact centre and networking solution centre and networking Strong advocate and reference solution for Amillan Allowed rationalisation and Significant performance gains restructuring of organisation New Head Office Complex Project Management Yorkshire Housing
Aston Martin Imagination T echnologies Trend Micro Networking infrastructure 4 year relationship 7 Year relationship Wi-Fi environment Global Support EMEA deployment and Room meeting solutions New data centres fit-out support program on References by Wired and wi-fi infrastructure voice and UC Skype for Business now being deployed globally Vertical Market Stadia Technology Edgbaston Cricket Club AELTC Wimbledon References by 19 years as key partner 2,000+ end-points 8 years as sole contractor Cabling, Wi-Fi data Time-critical projects networking and complete Vertical Market Engineers on site AV solution Support during championships
of CEO’s think they deliver a superior customer experience… of consumers agree. What is the perception of your organisation?
How your customer service is seen Your Customer Your Agent The ‘Market’ Your Management
Today’s consumers are different...
The World Has Changed
The World Has Changed
The World Has Changed
The World Has Changed
prefer trust friends’ self-service use multiple reviews over for service channels experts needs are more more price Consumer preferences are becoming is spent by conscious multi-channel increasingly more mobile… than a buyers year ago
Customers Traverse Multiple Self-Service Channels Before They Decide to Reach Out to a Human For Help
How your customer service is seen Your Customer Your Agent The ‘Market’ Your Management
Your agents can’t work in isolation Skype connectivity 1,490M Connected users External Service Delivery Partners External Suppliers & Partners Your Contact Centre Agent Skype for Business federation 300M External Partner Organisations Connected users 316M Back Office Support Connected users
Customer Services Specialist Call Centre Tenant Agent Cheryl relays the information to the Cheryl, a call centre tenant and agrees to agent who works from make an adjustment. home, receives a call from a tenant with a billing question. Benefits Faster customer issue resolution Improve customer satisfaction by enabling customers to use their choice (video, chat, or call) for contact method She initiates a desktop sharing Reduce average call handling time session with a colleague in Finance, who reviews the bill and confirms Reduce costs with better support for that an error was made. teleworking
Telecommuting & Working Late Employee Co-workers Benefits After her company implemented a Reduce office space costs by flexible working platform, Linda, a supporting flexible workplace policies customer service agent, is now able to work part-time from home around Increase customer satisfaction by her family life, assisting the contact leveraging expertise from employees centre during peak periods. working anywhere Improve employee retention with flexibility to work from anywhere Improve work/life balance
The way customers behave has changed
The Customer Engagement Pyramid When self-service People love to help falls short, agent contact as a safety net is an and to be helped by absolute necessity other consumers …. The best fit for the customer – Put the Self back Proactive information in Self-Service improves the quality of the customer relationship in every interaction
Contextual Handover To Live Agent
How your customer service is seen Your Customer Your Agent The ‘Market’ Your Management
INCREASE IMPROVE positive customer/tenant profile satisfaction DECREASE MAXIMIZE costs through agent Why good customer service matters… self-service value
35% of purchases come from recommendations 75% of rentals are based on Recommendations
Customers Traverse Multiple Self-Service Channels Before They Decide to Reach Out to a Human For Help
The solution Enghouse EICC Contact Centre solution to support 35 agents sitting upon a legacy Avaya PBX. Multimedia capability (SMS, E-mail, Web Chat, Social Media) Aareon CRM Integration Reporting Module Teleopti Workforce Management QMS with Real-Time Speech Analytics
How your customer service is seen Your Agent Enghouse’s Quality Management Suite Ensure high quality customer interactions with live monitoring and quality monitoring programs • Automated monitoring of performance and customer satisfaction with the Survey Module • Agent Evaluation and Regulatory compliance with Call and Screen Recording Solution • Real-Time Speech Analytics for legal certainty and agent quality assurance Teleopti Workforce Management Your Management Increase operational efficiency through accurate forecasts and effective planning Reporting Module and Wallboard Solution
How can your organisation achieve this?
Your call centre today?
Meeting Demand?
… or meeting demand?
How your customer service is seen Your Customer Your Agent The ‘Market’ Your Management
Why are cu cust stome mers s turn rning ing to so soci cial l me medi dia?
What are customers social media expectations?
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