Is your

Customer

Service

Making the

difference?

of consumers use web self-service to find

answers

76%

12%Decline in First Call

Resolution since 2009

27%Average annual agent

turnover rate 1. Forrester Research’s most recent North American Consumer Technographics Customer Life Cycle Survey 2014

2. 2014 Dimension Data Global Contact Center Benchmarking Report

3. The US Contact Center Decision-Makers’ Guide 2014

“Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB)

Low Effort High Effort

Likely to continue being a

customer

87% of low effort

interactions deliver higher customer loyalty

Stay agile

Earn loyalty

Empower agents

Earn loyalty

Empower agents

Stay agile

Personalized | Proactive | Predictive

Customer engagement

Omni Channel

Self-Service

Agent Enablement

Field Service

Knowledge

Service IntelligenceAgent ExperiencePhone

Email

Chat

SocialCommunity

MessagingWeb

Video

Internet of Things

Cobrowse

Case

Management

Knowledge

Management

Business

Process

Voice of the

Customer

Service

IntelligenceMobile Field Service

Unified across self-service, assisted service

and field service.

Understand customer history, preferences

and voice of the customer to personalize

every interaction.

Leverage insights and resources to provide

individualized and consistent experiences

across channels.

Create a seamless branded experience

or unique portals for multiple brands from

a single deployment.

Minimize customer effort with targeted,

relevant service from anywhere on your

brand site or a 3rd party site.

Simple navigation to the right answers

and resources from any device, including

customer escalations to agent support.

Visual user interface delivers role tailored

experiences for tiered agents and support leads;

optimized to drive the next best action.

Manage cases faster and provide differentiated

levels of support with integrated knowledge,

SLA, scripting, workflow, entitlements

and recommendations.

Harness the knowledge of your peers with

Yammer and Skype.

Dispatch technicians using optimized routes and

skill based assignments to intelligently balance

workload and resources.

Provide service technicians with complete

customer insight, real-time guidance and

cross-team collaboration.

Manage more work orders and resources with

fewer dispatchers with innovations around cloud,

big data and mobility.

Typical 10-22% savings in fuel and

vehicle maintenance

Typical 5-18% more calls per week

Increase revenue, decrease costs

Average reduction of 2.5 tons per year, per tech

Eliminate paper

Deliver the right answers at the right time across

all service channels from a single source of truth.

Easily capture and author content from social

channels, service interactions and experts; publish

to the right audience and optimize for discovery.

Drive article efficiency and understand of how

knowledge is being used to eliminate escalations.

Fully customizable, interactive dashboards

provide real-time views of key service metrics.

Deepen customer insight and identify business

opportunities by tracking and correlating

customer satisfaction with service metrics.

Identify trends, explore what-if scenarios, and

forecast outcomes to reduce effort scores

(Power BI and Excel); improve agent

performance and identify best practices.

The interactive service hub delivers tailored application

experiences for agents and support team leads. Out-of-the-box

interactive dashboards let customer service managers analyze

agent performance.

Immersive knowledge experience in Case Resolution includes

KCS inspired workflows, versioning, translation support and

feedback

Rule-based, multi-channel enterprise feedback management

capabilities embedded into customer engagements.

Field Service completes the customer relationship loop by helping field employees sell to and service their customers.