Transcript
Page 1: Transforming Customer Service at Avaya

Transforming Customer Service at AvayaQ1 2014

Page 2: Transforming Customer Service at Avaya

© 2013 Avaya Inc. All rights reserved. 2

In 2012, Avaya Set Out to Transform Our Company’s Culture of Customer Service.

We strive to “drink our own champagne,” internally adopting best-of-breedcustomer service practices.

Avaya is the undisputed global leader in contact center hardware and software.

(30.5% market share*)

30.5%

Everyone Else

Avaya

*Gartner Inc. Research 2012

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© 2013 Avaya Inc. All rights reserved. 3

Phone call volume fell 48%

Self-service requestsare up by 103%

Customer satisfaction scores are up 12.9%

Our Net Promoter Score is up 60.5%

Ticket resolution improved 37%

75% of major issues resolved in less than 2 hours

83% of online chats resolved in less than 1 hour

Our gross margins are up 8.5%

39%

$

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Within 12 Months, We Achieved Dramatic Results:

TICKET

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Avaya Knowledgebase

Avaya Support WebsiteWeb Chat

Browser-Based Interactions

Avaya DiagnosticServer

Emergency Recovery

Understanding OurCustomers

How Did We Do It?

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© 2013 Avaya Inc. All rights reserved. 5

Resolved customer issues are documented in the Avaya Knowledgebase, for use by Avaya customers and engineers.

Avaya Knowledgebase

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© 2013 Avaya Inc. All rights reserved. 6

We Add or Update More Than 2,500 Articles PerMonth to the Avaya Knowledgebase.

Avaya’s help videos (youtube.com/user/AvayaMentor) have been viewed more than 400,000 times (and counting).

The knowledgebase allows us to solve a problem once, so we can focus on solving new problems. Employees are satisfied when they can work on new technical challenges, rather than answering the same questions over and over.

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Avaya Maintenance clients type in questions to Ava (the Avaya Virtual Assistant), which is based on Avaya Support Website – Web Chat.

This is Ava.

Hi, I’m Ava.

Told ya she was Ava.

Ava – the Avaya Virtual Agent

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Ava provides immediate answers to more than 40% of initial queries.

Correct title

Ava searches the entire Avaya knowledgebase, as well as other sources for known solutions.

Ava is an intelligent, semantic search engine that understands questions posed

in conversational English.

40%

?

Ava – the Avaya Virtual Agent

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Multi-channel, lightweight, browser-based voice and video, which we use for Web Talk and Web Video.

Correct title

Hello.

Hello.

Browser-Based Interactions

A: Hello Bob, how can I be of assistance?

B: I’m having problems connecting to my Scopia room. Can you suggest what I might be doing wrong here?

A: Hello Mary, I see you’re having some difficulty starting a web conference. I’m happy to assist you today.

M: Thanks! I just have a few questions about...

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Or (in the near future) Web Video, powered byAvaya One Touch Video

Correct title

If Ava doesn’t find a known solution, she will bring a human agent into the conversation via:

Web Chat

Web Talk

Browser-Based Interactions

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For particularly complex issues, Avaya collaboration tools make it easy foragents to pull Avaya engineers into the client conversation, rather than transferring clients between agents.

Correct title

+YES

NO

Browser-Based Interactions

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So you don’t have to repeat yourself.

Correct title

Ava saves a detailed history of the client’s issue and any attempted resolutions. Saving…

Browser-Based Interactions

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High-speed, secure connectivity with our customers’ systems allow us to diagnose and resolve issues up to 50% faster.

Correct title

50%

Avaya Diagnostic Server

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Avaya agents leverage a host of Avaya-developed tools to accelerate remote troubleshooting.

Correct title

The Service Level Agreement Monitor (SLA MonTM) and Secure Access Link eliminate time-consuming investigation by monitoring Avaya systems and providing Avaya agents secure access to client systems.

Avaya Diagnostic Server

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Fast responses by a dedicated team of experts.

Correct title

++

+

Emergency Recovery

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The Avaya Emergency Recovery Team’s goal is to get 85% of outages up and running in two hours or less. We are currently solving 91% of outages in that time.

Avaya has cut time to resolution by 37% with innovative approaches to assessing problems. Engineers use outside-in and bottom-up diagnostic methods, which have proven very effective.

Emergency Recovery

91%

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© 2013 Avaya Inc. All rights reserved. 17

Correct title

You’ll get personalized service from someone with deep knowledge about your business.

Understanding Our Customers

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© 2013 Avaya Inc. All rights reserved. 18

Understanding Our Customers

The “Adopt a Customer” program lets Avaya employees gain more in-depth understanding of a client’s business.

Understanding our clients’ environments is an essential ingredient to providing an all-around excellent support experience.

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Key Takeaways

The result is better customer support, and better business metrics.

Automation enables employees to focus on the most challenging issues

Employees are more engaged with new problems to solve

Direct labor costs decrease significantly with automation

Frustration declines when employees don’t need to solve the same issues over and over

Customer satisfaction goes up because customers get the right answers, sooner

We’re measuring the outcomes we want to see, and investing in people, tools and automation to support those outcomes.

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