google & mitel · 2019-11-19 · integrations workflows collaboration customer experience...

© 2019 Mitel. Proprietary and Confidential.

GOOGLE & MITEL

2 giants working together to create the ultimate Customer Experience

18 November 2019

Dominique Fontaine, Presales Manager BENELUX

WHAT GOOGLE AND MITEL ARE BEST AT?

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4

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Integrations Workflows Collaboration Customer

Experience

Contact

Center

Remote

Employees

Next-gen

Applications

Chatbots Mobile IoT Artificial

Intelligence

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connecting

people, devices

and data

CUSTOMER EXPERIENCE

Typical customer journey is not linear

Research Shop Purchase Pick up Use Support

Web

Contact

Center

Store

Catalog

Mobile

Email

Social

VISIT RETAIL

STORE

KIOSK

PRODUCT

INFO

SELECT

PRODUCT

READ REVIEWS

ASK FACEBOOK FRIENDSTWEET ABOUT

PURCHASE

EXPERIENCE

VIEW VIDEO

TUTORIALS

TWEET ABOUT

SUPPORT

EXPERIENCE

ORDER ONLINE

CHAT

CHANGE ORDER

PICK UP

LOCAL

STORE

CALL FOR SUPPORT

COMPARISON SITE

WEB

SEARCHEMAIL ORDER

CONFIRMATION

BROWSE

CATALOG

The 3 ingredients to delivering deliver great

Customer Experiences

1 2 3

Customer First

Allow customers to engage

with you on their terms

Agent Focused

Empower agents to deliver

exceptional customer

experiences

Simplicity

Make it simple to do business

with you by minimizing

customer effort

The evolution towards Omnichannel

Single Channel Multi-Channel Cross-Channel Omnichannel

WHAT’S DRIVING THE CX SHIFT TO ARTIFICIAL INTELLIGENCE?

Today’s consumer is…

More Intelligent

More Social

More Personal

Higher Expectations

The importance of CX

60% 55% 50% 50% 50%38%

33% 30%16%

40%

0%

20%

40%

60%

80%

100%

120%

Quality Price CX

Most important factor on which your organization competes,

by vertical market

Source: ContactBabel

AI Metrics for Success

133%

92%

67%

12%

-1%5%

-20%

0%

20%

40%

60%

80%

100%

120%

140%

Small (Less than 250) Midsize (250 - 2500) Large (More than 2,500)

Revenue Change After AI-Enabled CX Initiative

Success Group All Others

AI Metrics for Success

82%79%

77%

65%

60% 58%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Webchat Email Mobile Business

Chat

SMS Video Voice

Revenue Increase, by AI-Enabled Channel

CX AND AICHALLENGES

Making the Case for Bots

Will bots

replace

customer

experience

agents?

Both yes and no

?

Making the Case for Agents

Interfaces

of an agent’s time is spent looking for

data to answer inquiries(Aberdeen)

14%the number of screens used by

agents to do their jobs(Aberdeen)

3X

Efficiencies

MITEL + GOOGLECC AI

© 2019 Mitel. Proprietary and Confidential.

Re-Imagining The Intelligent Customer Experience

The leader in artificial

intelligence (AI)

technologies that use

AI to improve

people’s lives

Contact Center leader

focused on delivering

the best customer

experiences across

our entire base of

customers

Artificial

Intelligence (AI)

Machine

Learning (ML)

Natural Language

Understanding (NLU)

Omnichannel

Contact Center

Workflow & Routing

Expertise

Advanced CC

Reporting

Mitel + Google Solutions

Virtual Agent Agent Assist AI Analytics

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Dialogflow Enterprise Edition

interprets customer needs

Virtual Agent can resolve

customer issue using knowledge

base material

Previous interactions are

analyzed to make the

experience more human

Virtual Agent

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Virtual Agent response is low,

requiring live agent escalation

AI continues to observe, feeding

suggestions to the agent

Virtual Agent detects sentiment

to improve future interactions

Agent Assist

LET’S SEE IT IN ACTION!

KEY TAKEAWAYS

focus on the user and all the rest will follow

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Automation in addition to augmenting human agents can solve the CX challenges

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A reference:

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Mitel and Google are working together on theCX of the future.

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Options for Deploying Bots for Customers & Agents

Build it themselves

Partner with Mitel

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2

(not integrated with CC)

(integrated with CC)

Thank you!