methods to optimize your customer experience


#AvayaATF

Methods to Optimize Your Customer ExperienceRoxanne BurkeyDirector, Technical Solutions MarketingAvaya


©2013 Avaya Inc. All rights reserved

February 26-28, 2013 | Orlando, FL3

Delight Your Customer!

• Total Customer Interaction Enablement• Contact anywhere, anytime, anyway

• Rich Customer Experience• Case studies

• Performance Management • Optimize customer, agent, management experience

• Professional Services• Key Learning / Summary• Additional Information / Resources



Increasing Economic Pressures

Changing Patterns ofCustomer Service

Increasing Customer Expectations

Today’s Customer Service and Sales Reality

4

Increasing Competitive Pressures



How Will You Keep Pace?

5

Will my current technology enable the growth that I need?

Is my customer experience strategy aligned to my processes, people, culture?

How do I ensure that I constantly improve the customer experience?

Do I appreciate the impact customer experience could have on my organization’s brand?

Can I deliver a sustainable, growing ROI from my customer experience investment?

Does my current Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?



The Avaya Customer Experience Framework

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Actionable Insights. Better Engagement. Superior Results.

Awareness

Persistent Conversation

Preserve Existing Investments

Leverage Common, Open, Connected

Platform

Connect to Avaya, Third Party and

Competitive Solutions

DESI

GNSe

amle

ss, C

onne

cted

Cus

tom

er

Expe

rienc

e

MAN

AGEM

ENT

Stre

amlin

ed, S

impl

ified

, Bus

ines

s Dr

iven

Man

agem

ent

INTERACTIONConnected, Intelligent, Persistent Customer Engagement

PERFORMANCE End to End, Scalable, Real Time Business Intelligence and Insight

EXPERIENCE1:1 Matching of Customers to Resources using Contextual

Awareness

Actionable Insight

Enterprise wide Engagement

Right Media, Right Time

Layer on New Capabilities




Customer Interaction Enablement

• Blended Customer Interactions• Voice, eMail, SMS, Web Chat, Social Media, etc

• Agent Enablement• Tools, business processes, ability, etc.

• Proactive Outreach• How and when to reach out

• Connecting with backend data systems• Customer history, preferences, status, etc.



Devices

Avaya Customer Experience Framework Integrated

8

Connected to a Larger Ecosystem

Your Customers

Business Applications

Contact Center

Enterprise Resources

OutsourcersSupply Chain

Business Processes

Collaboration Framework

Networking Equipment

Collaboration Framework

DES

IGN

MA

NA

GEM

ENT

PERFORMANCE AND ANALYTICS

EXPERIENCE MANAGEMENT

INTERACTION

Open Framework to Connect with Avaya, Third Party and Competitive Solutions

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160



Proven Business Impact

9

Provide Exceptional Service at a Lower Cost and Better Margins

For Your Business

Customer Lifetime Value

Differentiated brand Better Net Promoter Score Lower costs, increased

revenue, improved profitability

Flexible architecture while managing business complexity

For Your Employees

Staff Retention

Positive, productive work environment

Right information and resources to work effectively

Opportunities to collaborate Flexibility and empowerment

Customer Satisfaction

Anytime, anywhere, any channel

More personalized experience Reduced waiting and transfers Improved first contact

resolution

For Your Customers

160% ROI... Lower attrition, increasing productivity

99% of customers report very courteous service

Increased sales 20%, improved customer satisfaction



Richer Customer Interactions

10

Create Frictionless Service, Make Life Easy, to Differentiate

Technical Support

Type of Issue

Basic Troubleshooting

Description of Problem


©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL11

Why Avaya for Customer Experience Management?

Expertise and Best Practice

Positive Impact on Business Results

Proven, Reliable Solutions for Today and Tomorrow

• #1 market share globally (36%), leader in Gartner Contact Center Magic Quadrant1

• J.D. Power and Associates “Excellence in customer service and support” fourth consecutive year2

• Global partner ecosystem of industry and application development specialists, backed by Avaya

• 97% of customers experiencing First Contact Resolution 3

• 84% of customers satisfied with service 4

• 3 x improvement in sales 5

• Customer service ratings increase average of 28% with Avaya 6

• Solution to address current requirements and future growth

• Proven business transformation methodology• Avaya commitment: “Your Path, Your Pace, Your

Choice”• Mission-critical reliability so you can sleep at night


©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL12

Imagine…

Right Media, Right Time

From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience

Enterprise wideEngagement

From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes

Actionable Insight

From Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on It

Creating a Whole New Customer Experience…For Each Customer, Every Time




Performance Management

• Agent resource management for a Contact Center• Avaya Workforce Optimization• Real-time reporting for empowered agents

• Real-time Speech Analytics to measure customer interactions• Why is this valuable?

• Historical metrics and analytics• Integrated metrics for all contact types• Measurement for Agent/Representative efficiency



Avaya Aura® Workforce Optimization Components

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Voice & Screen

Recording

Encryption

PCI Pause & Resume

Quality Monitoring

WFM

eLearning& Coaching

Performance Management

Customer Feedback

Speech Analytics

Desktop & Process

Analytics

Compliance & Liability Operations Centric Customer Centric Performance Optimisation

Contact Center Maturity

Ente

rpri

se V

alue



= = =

Customer Case Study: IT Navigator

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Reduce Agent Turnover with Improved Job Satisfaction

Business Challenge Solution Impact

•Ability to Document and Meet Tight SLAs• Monitor quality

and continuously improve

• Optimize workforce scheduling

•Workforce Optimization Including:• Call recording and

quality monitoring• Workforce

forecasting and scheduling

• 30% reduction in new agent training time

• 20% savings in workforce time by effective agent scheduling

• $100,000 annual savings in penalties

“We have been able to make productive changes within our own CRM system and develop more efficient internal processes because we are able to recognize tools that our agents may be lacking.”

— Arik Shtilman, Vice President of Marketing and Business Development, IT Navigator



February 26-28, 2013 | Orlando, FL

Avaya Speech Analytics Can Help Your Business

Improve operational efficiency

Identify new revenue

opportunities

Address regulatory or

policy compliance

$

16



+ InteractionContent

(the speech)

Delivering End-to-End Analytics

17

Self-Service Experience

Customer – AgentInteractions

Agent Behavior

Routing FlowEffectiveness

Customer ExperienceCradle Grave

Gain greater insight and improve user experience end-to-end by combining analysis across all these activities



Improve Quality ControlRegulatory Compliance

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Financial Services Provider

Key Business Issues Analytics Insights ROI

• Complaints re: PPI escalate to regulatory body

•Customer churn high

• Agent adherence

• Complaint handling skills are poor

• Customer churn rates reduced from 20% to 15%

• Cost of discovery reduced

•Combined ROI: $548K



Avaya Aura® Performance Center Architecture

Avaya Performance Analytics

Avaya Performance Reporting

Avaya Performance Foundation

NDA / CONFIDENTIAL ONLY

• Business Intelligence Engine• Data Warehouse• Historical Data Import• Real-Time Data Input• Extract Transform Load (ETL)

• Speech Analytics• Contact Flow Analytics• First Call Resolution• Agent Interaction Analytics

• Unified Historical Reporting• Unified Real-Time Reporting• Report Designer

Built on Best-In-Class Infrastructure



Contact Analyzer



Avaya Aura® Performance Center Evolution

Analytics

• Speech• Contact Flow

Consolidation• Enterprise-wide CMS Historical• High Availability• Multi-Host

Unified Reporting and Analytics PlatformVoice | Dynamic Routing | Self Service | Web | Mobile | Social | Video | WFO

Integration• Cradle-to-Grave• Dynamic Routing• Self-Service• Assisted Service• Experience Management

Unification• Cross portfolio Avaya contact center

solutions• Full Multi-tenancy• Broader 3rd party integration• External feeds via web-services and

ODBC/JDBC

First Call Resolution Agent Interaction

Enterprise-Wide CMS Real-Time

CMS ComplementUnified Reporting Evolution

APC 7.0 7.1 Future



AAPC Source Adoption

CMS ECH

RT

Real-TimeDashboards

Real-TimeNotifications

DataSources

ServiceBus

DataGrid

ReportingPlatform Reports

Analytics

EnterpriseHistoricalEDW

OBIEE

APC

Real-TimeEvent

Processing

AIC

AAEP

PC

ELITE

AAEM

WFO

POM

AACC

CMSIQ

Historical Feed

Data Import



Avaya Aura® Performance CenterEnd State Vision

23

User Workspace

Performance Center Platform

Performance Center

Performance Management Applications

Source Applications

Report user view• Access all reporting and

analytics from one place, for all report users

• A consistent user experience, tailored to the needs of each user

Adaptive Contact Center• Alerts & notifications to

agents, supervisors, managers, & key stakeholders

• Performance KPIs for resource selection and work assignment




= = =

Customer Case Study: Thompson CAT

Improved reporting both real time and historical

Business Challenge Solution Impact

•Disparate phone sytems•Wasted time for agents and their customers•Improve customer service•Improve company image

•Avaya Call Center•Avaya IQ

• Immediately identified problem areas, make steps toward improvement

• Improved Agent productivity and performance

• Enhanced customer experience

“Avaya IQ has opened up a whole new dimension of improvement for us... with powerful tools to identify problem areas, deploy measures for improvement, and track our progress.”

— JJ Lay, Six Sigma managerThompson CAT

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Ensuring Value Delivery & SuccessAvaya Professional Services

• Program and project management

• On-site pre-implementationand implementation support

• Product training/knowledge transfer

• Remote support• Application development• General customer support

25

An end-to-end approach, with supportin all key areas, including:




Key Learnings/Summary

• Delighting your Customer is possible with integrated Avaya Contact Center Solutions

• Enabling Customer contact anytime, anywhere, and anyway they wish

• Insuring your representatives are trained in more that just voice interactions.

• Be prepared to measure performance, analyze current interactions and adapt to changes required by customers and your business




Our Promise

Delivering Tomorrow’s Experience Today

Innovative, Market-Leading Ideas

Proven and Reliable Solutions

Business Results-Driven Focus

Your Path, Your Pace, Your Choice

27


Thank you!#AvayaATF

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Resources

• “Managing” a winning strategy link: http://www.avaya.com/usa/resources/type--videos/page--5/

• Compelling Contact Center & SIP story: http://www.avaya.com/usa/resources/type--videos/

• Midsized Contact Center Link: http://www.avaya.com/usa/solution/offer/customer-experience-management-for-midsize-contact-center

• VUPS video customer spotlight:• http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/

master-usa/en-us/resource/assets/videos/cb_vups.flv

http://www.avaya.com/usa/resources/type--videos/page--5/

http://www.avaya.com/usa/resources/type--videos/

http://www.avaya.com/usa/solution/offer/customer-experience-management-for-midsize-contact-center

http://www.avaya.com/usa/solution/offer/customer-experience-management-for-midsize-contact-center

http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_vups.flv

http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_vups.flv




Definitions

• Business Issue(s) - What customers need to address and resolve to achieve their business objectives which is increased levels of profitability

• Problem - The difficulties that prevent them from being able to satisfactorily deal with or resolve their business issues

• Solution- The capabilities that any vendor needs to provide to enable the customer to properly address their business issues (key differentiators that are tied to problems)

• Value - The only thing that matters is the customer's perception of the value of being able to resolve their business issues and it is always a combination of tangible and intangible components.

• Power (the target buyers) - Understanding of and access to who can say yes or no to the decision.

• Plan - the actions / steps required to solve the Business Issue

methods to optimize your customer experience

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