infosys - the future of customer service experience
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The Future ofDelighting Customers
Customer Service Experience Empowering Agents
www.infosys.com
http://www.infosys.com/http://www.infosys.com/http://www.infosys.com/ -
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For most customer service leadenhancing contact center effectivenessdelivering a consistent serexperience are top priorities.
However, most customer servleaders are grappling with challenges
assistCustomer Service Experience
| Infosys
like accelerating self-help adoptiodelivering an integrated cross-channexperience, providing single-windocustomer view to agents, and evolvicontact centers from problem solvers revenue enhancers. Existing solutiononly address point problems.
What you need is a solution that providesintegrated service experience to boagents and customers.
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Infosys AssistEdgeis the firstcustomer serviceproduct forcontact centersthat delivers
an integratedcross-channelexperience
Our unique context-passing capabilitypatented self-help technology provid
an intuitive dashboard enhances productivity by 25% while delivering a
Integrated Service Experience
Enhanced Agent Productivity
Accelerated Business Value
4
superior customer experience. Enterpriusing AssistEdge have realized payback in
little as 3 months.
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Our patented self-care technology gcustomers step-by-step usinginteractive text, visual and video-
resolution mechanism. It also o
recommendations from relevant
forums and communities. And
your customers successfully resolveissues, you can reward them with
they can redeem.
In fact, our self-care capability has hreduce call volumes by as much as 25%.
Do-it-yourselfProvide accurate, complete andreliable customer self-help optionsStudies show that more than 70% customers want to use self-help but only about
30% actually do. What you need is a comprehensive and predictive self-help solution socustomers can solve issues on their own.
The benefits: happier customers, and less traffic to your contact center.
assistHome
Copyright 2013InfosysLimited.
InteractiveSelf-Care WelcomeSharon | FAQs | |SelfTroubleshooting R ew ar ds & Re de mp t io n M y D as h bo a rd K M
InteractiveSelf-Care WelcomeSharon | FAQs | |
assistH om e S e lfT r ou bl e sh oo t in g Rewards& Redemption M y D as hb oa rd K M
Rewards & Redemption Promotional Messages
SharonMic hael2 2055 :Bluetooth WiFi 2030 :Talk Freely
CustomerId: 242167262
Tier : Gold
Point : 2265
ViewTransact ionHistory
Includes embroidered team badge and Bluetooth and Wi-Fi. Just choose the Avail national roaming w
logo with soccerscreened sponsorlogo wireless solution that works foryou. minutesfree just by increa
at centerchest. 100% polyester. Along with the traditional USB port Distance Call to 600 minu
,designed forhelpi ng your media on thego.
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in a palette of fashionable colours while With leading optical techn
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Copyright 2013 InfosysLimited.
| Infosys
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Our context-passing capability cap
customer interaction history e
time - across service channels suc
email, chat, phone, social, etc. Thesintegrated, sequenced and presente
the agent in a single-window view.
So, if your customer is on self
and they click to call or chat wit
agent, then our unique context-pa
capability passes the interaction cfor the agent to take it from that point.
Now, who says that customers hav
repeat their issues each time!!!
SeamlessProvide customers a seamless serviceexperience across channels
assistHome
D om ainsTechnical
InteractiveSelf-Care
Sel f T roubles hooting Rewards& Redemption My Dashboard
Go
e
Welcome Sharon | FAQs | | 01
KM
00:02:58Sessioninfo Duration 00:00:06
C us to me r I DW or k G ro up
Step Name
Administration Reports Artifacts RaiseQueries
03Email
S ol ve Q ue ri es L iv e Da sh bo ar d C on g
Customers get frustrated when they have to repeat their issues - whether its speaking to
different agents, or going through the same process on IVR and chat. It is no wonder that
over 40% of customers cite this as the most annoying aspect of customer service. Heres athought: if your customer started resolving an issue through self-help and then
contacts your agent, can they pick up where the customer left off? Now thats an
integrated service experience.
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Unable to reset orchange password inBlackBerry
Internet connection issues with mobilebroadb and
C u s t o m e r N a m e
Scenario ID
Copyright 2013 Infosys Limited.
20-Dec-201212:58:41PM VideoCall
Ms. Michael, I seethat youhavewi thyourbi l l . Canyou please
esameto me?
20-Dec-201212:58:41PM
havebeencharged$15extrathis month.
20-Dec-201212:59:18PM
20-Dec-201212:59:22PM
aul 0:28at: CallestablishedwithPaul EndCall
tMessage DraftMessageMode Can ne d Me ssa ge s F i le Up lo a d
13 Infosys Limited.
| Infosys
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Our Unified Service Dashboard aggreinformation, non-intrusively, disparate sources (e.g., CRM, Billing,
Media, etc.) and provides an integ
view on the agents dashboard. A
also get proactive recommenda
on solutions from internal systems
external social media sources.
In fact, we have been able to information from over 50 application
agents in a single window.
UnifiedGive agents a unified view ofthe customers service history
assist
105
Ticketing
Te l e p h o n e N umb e r
SmartUserE nvironment Menu HiPaul_Smith
Go Online
ExpandAl l CollapseAl l
6462543100
Do your agents toggle between 15 different applications for information about the
customers previous interactions? If they do, their productivity is affected. Can they getall the information about customer preferences in a single click? If they don t, how willthey deliver a memorable and truly personalized experience?
What agents really need is a unified view of the customer, with access to the completehistory of customer interactions across channels - phone, chat, IVR, email, Twitter, and
more.
0 | Infosys
OrderNumber 1256790
S tar t D ate 1 2/1 8/2 01 2
Billing
LastBil lPaid False
D ue D a te 1 2/2 2/2 01 2
Credit Limit $160
AmountOutstanding 141.22
Monthly Rate157.56
CRM
CustomerName SharonMichael
Credi t Score 15000
RequestStatus InProgress
CBR 025-951-6569
TimeTracker
Current Time 00:00:05
RemainingTime00:02:24
ExpandAl l Col lapseAl l
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Our intelligent routing algorithm analyzecontext of your customer interaction
directs it to the right expert based ongeography, priority, workload and
business rules.
The outcome: Increased first call resoand reduced average call handling time.
We have helped companies save as as $35million. We can do the same for yo
SmartConnect customers to the right expert, faster!What happens when you have a customer talking to an agent about their issue and the
agent doesnt know enough about it? Thats a recipe for disaster. But, you also have
experts who know all about the problem. However, locating them takes time. So, its
no wonder studies show that it takes three calls to resolve a customer issue. What youneed is a smart way to automatically locate and route conversations to the right expert -
the first time.
assist00
Chat 01 Email 00
Sharon/ 00:02:58 RaiseanewQuery
Paul: HiJake, My customerhasanissuein herbill.Canyoupleaseraiseanadjustmentof$10.00onheraccount?
20-Dec-201212:58:41PM
Jake: Yes, puttingtheadjustmentsinnow
20-Dec-201212:59:18PM
Paul: Thank youvery muchforthequickhelp
20-Dec-201212:59:22PM
EncryptMessage Can n ed M essag es F il e Uploa d
C opy r ight 2013 I nf os y s L im i t ed.
HiPaul_Smith | FAQs | | | Status: Available
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With our analytical capabil
agents get a unified view of se
history, transaction history and
preferences. Using features like cus
sentiment tracking and up-sell/cros
recommendations, your agents move
merely solving problems to driving sales.
ProfitEmpower agents to be revenue-enhancers,and not just problem-solvers
assist
105
Ticketing
Te l e p h o n e N umb e r
Smart UserEnvironmentMenu HiPaul_Smith
Go Online
ExpandAl l Col lapseAl l
6462543100
Enterprise contact centers are largely perceived to be cost-centers. Industry data
shows that for every successful issue closure, there is a 20% increase in cross-sell rate. Butcross-selling will increase when two things happen. One, when agents resolve issues
faster so that the customer is more receptive. Two, when agents have more
information about the customers service and transaction history.
4 | Infosys
OrderNumber 1256790
S tar t D a te 1 2/1 8/2 01 2
Billing
LastBi l lPaid False
D ue D a te 1 2/2 2/2 01 2
C re di t L i mi t $ 16 0
AmountOutstanding141.22
MonthlyRate 157.56
CRM
CustomerName SharonMichael
Credi t Score 15000
RequestStatusInProgress
CBR 025-951-6569
TimeTracker
Current Time 00:00:05
RemainingTime00:02:24
ExpandAl l Col lapseAl l
Copyright 2013 InfosysLimited.
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NoofC
hats
NoofC
hats
ResponseTime
NoofChats
Historical
Current
Our supervisor dashboard empo
contact center managers to monito
optimize the workforce in real-time
example, they can view the queue
has the highest call volume in a partperiod and assign agents accord
It also helps them monitor and co
with SLAs.
The benefit: reduced customer wait tim
improved agent productivity.
Real-timeImprove contact center performancewith real-time insights
You probably have performance dashboards. But do they give your supervisors a
assistAdmin SolveQueries
Current S tatus
Workgroup
Tec hnic al Suppor t
VASTeam
Real-Time Expertise Manager
Reports Review LiveDashboard AdminChatHistory
ChatTrend
140
120
100
WelcomePaulSmith | FAQs | | | Status: Busy
Artifacts EnhancedDashboard
real-time view of parameters like call categories, agent availability, SLA adherence or
queue management?
Can your executives make better decisions on workforce optimization and monitor
process compliance?
Metrics SMESta ng
80
60
40
SMEAvailability SMESta ng
20
0
Copyright2013Infosys Limited.
0 :0 0 2 :0 0 4 :0 0 6 :0 0 8 :0 0 1 0: 00 1 2: 00 1 4: 00 1 6: 00 1 8: 00 2 0: 00 2 2: 00 2 4: 00
Time
6 | Infosys
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We have delivered scompelling businresults for enterprworldwide.
Deployed in 350+ contact cente
across 40 countries
100,000+ agents and technicia
12+ million interactions per year
~50% reduction in Average
ProvenEvaluate your applications:how fast are you seeing returns?If you want to transform customer service this year, don t get stuck with an application thatgives you returns 24 months down the line.
Choose an application that has proved itself on multiple processes and can deliver
strong returns in a few months.
8 | Infosys
Handling Time
ROI realized within 6 months
$35 million in estimated savings
In
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Differentiated capabilities:
Self-care
Loyalty management
Context-passing
Unified dashboard
Expert connect
Service analytics
Why InfosysComplete process ownership - Software, Services, BPO
Rich customer service experience - 130+ clients, 10,000+ experts
Proven business value - payback in as little as 3 months
Integrated experience - customers, agents, enterprises
Flexible deployment - on-premise, hosted private cloud
0 | Infosys
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Want to experience it?
www.infosys.com/assistedge
2 | Infosys
assistCustomer Service Experience
In
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