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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177
The Power of Voice for Today’s
Customer
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• About ICMI and its latest statistics on the
contact centre space
• Why voice has become more essential to the
customer experience
• How voice has become intelligent, yet
simplified
• How Orange is leading the way with voice
evolution, globally
• Q&A
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Sarah Stealey ReedSarah Stealey Reed
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Thomas FayetThomas Fayet
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Duncan HawkinsDuncan Hawkins
Business Development Director
@orangebusiness
#powerofvoice
Business Development Director
@orangebusiness
#powerofvoice
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ICMI is about Empowerment! Industry Expertise ~ Research & Benchmarking
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ICMI Multichannel Research
Within last 12 months, ICMI
surveyed 1286 contact center
leaders about multichannel
– Understand channel
preferences
– Connections to CSAT & FCR
– Customer and agent
engagement links
– Uncover multichannel
realities, challenges and
opportunities
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
Learn more about optimizing the
voice channel!
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Key Research Findings
1. Contact Centers are BUSY
2. Voice Remains Important
3. Customer Experience Reigns
4. We ALL Have a Global Reach
5. Analytics Can Help
6. Select the RIGHT Partner
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WHY is this
Important?
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WHY is this Important?
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Contact Centers are Busy
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Intentions for Today
There are a LOT of channels being
supported
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If you are supporting at least two channels…you are already multichannel!
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Intentions for Today
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
The Voice Channel Remains
Necessary; Perhaps MORE Necessary
than Before
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Intentions for Today
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Intentions for Today
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17
Orange holistic approach of Voice for
Contact Centers
vast choice of worldwide
access numbers
routing
advanced routing options
adapted to your business
needs
IP types of connections in more than 100 countries
call collection delivery
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Did you know? #1
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Single Contract; Billing Flexibility
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20
Orange offers a flexible contracting
framework
Single point of contact with the
flexibility of local billing options
Facilitated management : save
time and money with less suppliers &
invoices
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Did you know? #2
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Routing Management
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23
simply and dynamically manage
call routing in real time
Orange Web interface to:
� change the call routing settings in real time
� trigger a contingency plan
� activate back-up routing in seconds
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Intentions for Today
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The Customer Experience
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WHY is this Important?
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
“We are still in the early days of what will clearly
be a years-long revolution in how companies and
customers communicate. But what’s clear is that
agents are still going to be the focal points for the
highest complexity (and highest value)
interactions.”~ Keith Dawson - Ovum
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Which Metrics Matter?
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
Which Metrics Matter?
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Did you know? #3
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Investing in Quality of Service
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33
performance commitment by Orange
Business Services
state of the art network design
performance, leveraging Orange
Labs R&D as well as best-in-class
equipment providers
strong SLAs: network uptime,
service availability e.g.
uncompressed voice for optimal
quality, and HD Voice ready
seamless worldwide organization
with local presence in 166 countries
1
2
3
4
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
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Intentions for Today
According to our research, almost 86% of service centers support at least two channels.
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
“No matter how sophisticated and prevalent your
channel options, customers will still need to reach
agents at times.”
– Brad Cleveland, ICMI
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Emerging Technologies & Countries,
Mean We are ALL Global
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Non-English customers are
growing!
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
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Did you know? #4
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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177
Global Coverage
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43
Orange worldwide coverage with call collect
services in +120 countries
Toll-free
(0800XXX)call collection in 120 countries
PSTN
call collection in 70 countries
UIFN
(+800XXX) universal international free
phone numbers in +50 countries
largest choice of access
numbers
Toll-sharerevenue-share
access numbers in more than 20 countries
more details in appendix
Contact Center Access
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44
Orange worldwide coverage with call collect
services in +120 countries
Saudi Arabia
Toll-free
Ghana
PSTN
Azerbaijan
PSTN
Who else is able to offer numbers in?
Cambodia
PSTN
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45
Because all businesses already have numbers in
production…
1.we offer number portability in 100+
countriesallow to smoothly keep your numbers when moving to
Orange using established processes with local
authorities
2.we offer contract novationwhen numbers are not portable, we can transfer your
contract to us so that you can keep your numbers
3.we support you in the assessment and
executionsmooth number porting requires to properly follow processes,
provide the right document, on a per country basis and in a
continuously changing environment. Our in country and central
experts are here to support you
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
“Our callers trust us more and think we are
providing more accurate information when we
speak to them in their native language.”
~ call center manager for a national non-profit
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Intentions for Today
Analytics Help Tie Everything
Together
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Analytics keep you from using the
crystal ball
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Anticipatory Data!
Identify + Personalize = Engagement
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Did you know? #5
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Reporting and Analytics
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Reporting & Analytics
� What is the value of having access to detailed call statistics?
– Understand call patterns, and optimize sizing
– Understand the revenue associated to a 0800 number
– Identify customer calls that were not answered and call them
back
customer case studies
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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
Reach your customers before they
need you
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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177
The Right Voice Partner Makes the
Difference
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Five good reasons to choose
Orange Contact Center Access
1. Single Contract , flexible Billing
2. On-line Routing Management
3. Quality & Performance
4. Coverage
5. Reporting & Analytics
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Orange Contact Center experience� with an international presence and local
support in 220 countries and territories, we:
– serve 5,000 customers
– have 500 expert employees on contact center
– carry five billion minutes per year
– manage 60,000 contact center positions
– host 2,000 servers
– manage 120 million payment transactions, 250 million sms/mms and 16 billion hits per year
– provide multimedia advanced services to lower costs for customer service
57575757
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Sarah Stealey [email protected]
Sarah Stealey [email protected]
@stealeyreed
@callcentericmi
@stealeyreed
@callcentericmi
Thomas [email protected]
+41 78 621 52 93
Thomas [email protected]
+41 78 621 52 93
#icmiresearch
#cctr
#custexp
Duncan [email protected]
+44 7714 707151
Duncan [email protected]
+44 7714 707151
Contact us:
Thank you!