flexible contact center

Orange Business Serviceshelping companies build a new customer care experience

Flexible Contact Center announcementThursday, October 18

what is driving customer care today?Vivek Badrinath, CEO, Orange Business Services

a rapidly changing global customer service environmentKeith Dawson, Ovum Principal Analyst, Customer Experience & Interaction

providing the new customer experience globallyBéatrice Felder, Vice President, Customer Contact Solutions, Orange Business Services

introducing Flexible Contact CenterBéatrice Felder, Vice President, Customer Contact Solutions, Orange Business Services

Q&A closing

1

23

agenda

4

5

what is driving customer care today?

4 Flexible Contact Center announcement

companies’ reputations and sales depend on customer satisfaction

92% of consumers form an opinion about a company’s image through their interaction with the contact center

73% of millennial (Gen Y) will leave after one bad

experience, and 85% will tell others about their poor experiences

80% of companies believe they deliver a superior

customer experience; only 8% of their customers agree

source: Benchmark Research, Convergys, Customer Focus Inc.


customer care lies at the heart of Orange Business Services’ strategy

communication

enabledapplications

secured infrastructure

mobile workspace

seamless collaboration

360°customer

relationship

infrastructure management and control


customer care lies at the heart of Orange Business Services’ strategy

communication

enabledapplications

secured infrastructure

mobile workspace

seamless collaboration

360°customer

relationship

infrastructure management and control

more than double

international revenues 2012-

2015 on contact center

business

more than double

international revenues 2012-

2015 on contact center

business


consumers trends are changing: consumers are still using voice but new media are rising

South Americasmartphone penetration: 13% in Brazil (25 M)

North Americasmartphone penetration: 37% in the US (110 million)

Asia-Pacificsmartphone penetration: 5% in China (70 M), 3 % in India (28 M)

Europesmartphone penetration: 36 % in the UK (22 M)

new users expectatio

nsincluding

Gen Y, Gen X, older

- social networking and viral information

- proactive and non-intrusive care, instant gratification

- personalized and multi-channel experience through new medias and devices

- empowerment (self-service)

- social networking and viral information

- proactive and non-intrusive care, instant gratification

- personalized and multi-channel experience through new medias and devices

- empowerment (self-service)

new waves

on the connected

devices market

Sources: Informa Telecoms and Media 2011, Cisco VNI Mobile2012

global mobile data trafic: +78 % CAGR 2011-2016global mobile data trafic: +78 % CAGR 2011-2016


consumers habits vary depending on regional specifics

Half of Germans still consider a visit to a physical location a viable option for customer service.

Americans and Germans use home phone lines primarily when calling customer service, in China, mobile phones have already overtaken home lines.

Brazilians prefer DTMF for automated self-service than speech recognition.

Chinese and Brazilians are far more likely to use social media for customer support than Americans or Germans.


companies are facing a difficult economic and political environment

they need to adapt by:

limiting investments: looking for Opex solution

gaining agility to expand fast with limited risk

differentiating through service

empowering customer care agents

“internationalizing” their business and getting new opportunities

between 2011 and 2016,

cloud-based contact centers

will drive growth by 15%

between 2011 and 2016,

cloud-based contact centers

will drive growth by 15%

Source: OVUM 2011Source: OVUM 2011


at the crossroads of customers’ and companies’ requirements, Orange Business Services launches Flexible Contact Center

take advantage of new customer trends, offering the right channel at the right time

set up international customer care strategy adapting to regional/local differences

expand globally without investments – cloud-based


a rapidly changing global customer service environment – by ovum

© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.12

The majority of consumers use at least 3 channels to engage with customer service

25% of consumers use

1 or 2 channels


3 or 4 channels


5 or more channels

3 channels 4 channels 5 or more channels1 channel 2 channels

N=8,000

74% use at least 3 channels


The majority of customer service calls will be made from a mobile device, PC or tablet by 2016

INBOUND customer service & tech support calls per year in UK, France, Germany

3 out of every 5 calls will be made from a mobile device, PC or tablet by 2016

2 out of every 5 calls will be made from a smartphone, PC or tablet by 2016


Advent of social media as a viable customer service channel


Early Cloud

Adoption

1990s-2000s

Recent Cloud

Adoption

2010s-2020s

High-value apps move to the cloud


Trends and implications

Increasing use of new and more channels creates greater complexity…

The use of social media is on the rise across marketing, sales and customer service…

Smart device is quickly becoming the critical chokepoint for communication between the customer and the enterprise…

Call volumes are expected to slow beginning in 2016…

Cloud is rising as a deployment mode in the face of uncertain technology options…

The overall volume of transactions across channels will increase

Social media introduces a slew of new customer data (relationships, networks, interactions, “likes”, recommends)

Smart device capabilities are under-utilized. Smart, connected interactions will become a hot area for activity moving forward

Call length and call complexity will increase as CSR becomes last resort

Service organizations will look for solutions that are easy, scalable and technologically flexible


Orange Business Services:providing the new customer experience globally


interactions are changing: multichannel is a reality, voice is still highly critical

expectations of end users contact how and when they want

to consistent experience across

channels

trends and figuresnew challenge for

companies

to offer the right contact to the

right customer at the right time

at the best cost by:

staffing and managing new channels appropriately

increasing customer satisfaction of lower cost channels

taking into account the rise of social media

creating human relationship with new solution

to offer the right contact to the

right customer at the right time

at the best cost by:

staffing and managing new channels appropriately

increasing customer satisfaction of lower cost channels

taking into account the rise of social media

creating human relationship with new solution

source: Yankee Group, 2011, McKinsey


as an integrator and operator, we support companies to provide the best experience to their customers internationally

+

Con

sult

ing

Serv

ices 1

2

3

NetworkNetwork

Cloud Contact SolutionsCloud Contact Solutions

Tailor made Contact CenterTailor made Contact Center

call collection in 220 countries, routing and delivery call collection in 220 countries, routing and delivery

Managed Contact Center Premium - MCCPdesign, build & runmore than 90,000 positions, on-premises or hosted

Managed Contact Center Premium - MCCPdesign, build & runmore than 90,000 positions, on-premises or hosted

Network Interactive Voice Response

(Self service)

Network Interactive Voice Response

(Self service)

Flexible Contact Center: our new solution



as an integrator and operator, we support companies to provide the best experience to their customers internationally

+

Con

sult

ing

Serv

ices 1

2

3

NetworkNetwork

Cloud Contact SolutionsCloud Contact Solutions

Tailor made Contact CenterTailor made Contact Center




presentation title

our global network and services are recognized as market-leading

Global Network Service ProvidersCommunications Outsourcing and Professional Services

China Enterprise Networking & Communications Award (CENA) - 2012China Cloud Computing Award (CCCA) - 2012Cisco Award for the Best European Partner for Contact Centers 2011Genesys awards for the Best Partner France – 2010 and 2011

recent industry recognition


customer win story: 360Buy


360Buy: supporting the expansion of the largest online retailer in China, with managed contact center

51 million registered users and 8,000 suppliers in China

more than 400,000 orders per day3

60

Bu

y3

60

Bu

y

challe

ng

es

challe

ng

es

ou

r an

swer

ou

r an

swer

resu

lts

resu

lts

- manage the bottleneck caused by increasing volume of calls

- customer’s requirement for multimedia channels

- reduce wait time and increase the first call resolution ratequick results and long-term benefits

- 1,000 agents put into the production system in just one month

- successful processing of 150,000 calls in one day on 360buy’s anniversary date

- improved call waiting time, reduced abandon rate

improved first call resolution rate

the country’s largest B2C software-based e-commerce call center

- 5,000 position multimedia contact center solution (voice, multimedia channel and text-to-speech )

- potentially the largest software-based contact center in the world: designed to support more than 20,000 agents


introducing Flexible Contact Centerthe cloud-based experience for customer contact


a few words about Flexible Contact Center

overview cloud-based multichannel contact center solution

hosted and operated by Orange Business Services

provides agents’ tools in a flexible workspace

1

2 benefits quick rollout, new positions easily deployed

pay as you grow

no hardware on site

easy-to-deploy new capabilities

25


key differentiators: a flexible workspace designed by Orange and an easy CRM integration


key differentiators: a flexible workspace designed by Orange and an easy CRM integration

2. enter the url and parameters

3. click on OK and it’s done!

only 3 clicks and the CRM application is integrated!

easy CRM application

1. drag and drop My CRM widget


Flexible Contact Center demo


take away messages

customer

care

it is critical,

and dynamic

customer

care

it is critical,

and dynamic

comprehensive

portfolio and

international

footprint Orange is

well positioned to help

companies implement

successful contact

center strategy

comprehensive

portfolio and

international

footprint Orange is

well positioned to help

companies implement

successful contact

center strategy

Flexible Contact Center

with this solution

companies take

advantage of both

cloud computing and

rising customer trends

Flexible Contact Center

with this solution

companies take

advantage of both

cloud computing and

rising customer trends


thank you

flexible contact center

Technology

customer contact solutions

contact center73

new customer experience

customer focus

customer satisfaction

superior customer experience

orange business servicesa

bad experience