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Improving Your
Customer’s Experience
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Mitel
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Business Challenges
Global Business MobilityBYOD
Cloud SocialNetworks
Compliance Competition
You
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Today’s Customer Service and Sales Reality
Increasing Economic Pressures
Changing Patterns of Customer Service
Increasing Customer Expectations
Increasing Competitive Pressures
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So… What Is Your “Customer Effort?”
The Customer Effort Scoreis derived from asking the
customer a simple question:
How much effortdid you personally have to put forth
to handle your request?
Scores rangefrom 1 (very low effort)to 5 (very high effort)
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“True customer engagement is making
engagement personal, by knowing who
you’re speaking to, and also interacting
with each customer in the way they
want.”
Bob Stutz, Corporate Vice President,
Microsoft Dynamics CRM (@rlstutz)
Getting Customer Engagement Right
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Top Customer Service Takeaways
Five Guiding Principals for Creating a Consistently Better Customer Experience:
1. Know me. Get better connected to your customer.
2. Remember me. Stay connected with more relevant touches.
3. Make me feel special. Proactively optimize the customer’s account and
make product suggestions tailored to them.
4. Help me succeed. Continue to improve online tools and technology.
5. Always be there for me. Be there for your customers – whenever,
wherever, however.
Jill Hewett, Customer Experience Designer, Catalyst, Inc. (@jhewitt98)
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Top Customer Service Takeaways
It’s About Time:
“You are not competing with your best competitor, you are competing with
and for time.
Whoever can deliver the fastest is going to win.
If service is not convenient, you will lose in a digital world.
Customers don’t care what department you’re in; they want you to solve
their problem on the 1st interaction.”
R “Ray” Wang, Founder and Principal Analyst
Constellation Research, Inc. (@rwang0)
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The Four Ps of Customer Service
Painless. Consumers want effortless service from the touchpoint of their choice.
Personalized. Customers don’t want a one-size-fits-all service experience.
Productive. A customer service experience has to be reliable, efficient, and
satisfying, but also delivered at a cost that makes sense to the business.
Proactive. Customers want to be notified of a problem and told it’s being fixed.
Kate Leggett, VP and Principal Analyst,
Forrester Research (@kateleggett)
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“Take your customers from a financial
investment in your brand to making an
emotional investment. The value and
return is even greater.”
Eric McKirdy, Global Customer Care Manager,
Ask.com (@AskDotCom_Eric)
Creating An Emotional Investment:
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Trend: Consumers are Driving Multi-Channel
Adoption
“I’ll text, Instant
Message,
email, or chat.
Please don’t
make me call.”
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2013 Channel Preferences
• Web Chat, Social, and Video are on the rise
Web SiteEmail
F2FIn Store
PhoneOverseas
Call Center
77%
Facebook APP Twitter VideoWebFAQs
WebChat
72%
64%59%
37%
53%
26%
20%
14%
11%
5%
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The Right Channel for the Right Interaction
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How Integra Can Help?
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Commitment to Contact Center
• Three Key Elements:
1. Leverage our Strength in
the Core.
2. Maximize our Position in
the Cloud
3. Rapidly Expand in the
Contact Center
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Enterprise
Mid Market
SMB
ContactCenters
Others, vertical
Support major IT Frameworks and vertical applications
Cloud
Premise
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MiContact Center Interaction Lifecycle
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent6 Interact
9 Implement
7 Follow-up
8 MeasureService
EfficiencyProfit
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Unified Communications and Collaboration
“As companies wrestle to compete in an increasingly global marketplace, one thing has become
clear: collaboration is key to success. If the 20th century was the Information Age, then the 21st
century is the Innovation Age—one in which shared ideas, knowledge and expertise are the
currency of business.
Going forward, companies must enable collaboration with technology and management practices
that encourage communication across cultures and time zones. The goal should be to ensure that
employees are connected to the right people at just the right time, regardless of where they are
located or what network they are connected to.”
Frost and Sullivan
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Trend: Consumers are Driving Multi-Channel
Adoption
“I’ll text, Instant
Message,
email, or chat.
Please don’t
make me call.”
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Trend: Employees are Driving Multi-Channel
Adoption
“I may call… but I’d prefer to Instant Message,email, or chat, using my own device.”
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MiCollab Client
• Single Access Point For all
Business Communications:
– Presence
– Instant Messaging
– Dynamic Status
– Corporate Directory
– Click-to-Call
– Click-to-Start Video
– Collaboration
– Call History
– Softphone
– Visual Voice Mail
2020
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Features of MiCollab: Audio, Web, and Video
• User Interface– Merged Participant list for audio and
web identification of audio only participants
– Bi-direction audio through the Feature of MiCollab – Audio, Web and Video Conferencing native client
– One-way (listen only) audio through the browser view interface into conferences
– SIP Video support• MiVoice Conference Unit and
3rd party endpoints
• Management, Security and Infrastructure– Audio conference lock and new
conference join announcement– Automatic deletion option of server
stored conference recordings– Support for G.729 compression
when deployed
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Integra Offers Choice
Infrastructure DeviceSoftware
Unified Communications
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Why Customers Choose Integra and Mitel
• Simplicity, Commitment, Value, and Experience
– Complete Solution
– Large Install Reference Base
– Commitment to this Space
– Enterprise Rich Solution
– Flexible to meet your Business Requirements
– Single Software Stream across Premise, Cloud, or Hybrid