google & mitel · 2019-11-19 · integrations workflows collaboration customer experience...
TRANSCRIPT
© 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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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
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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(not integrated with CC)
(integrated with CC)
Thank you!