© 2014 IBM Confidential

IBM Customer Experience Management for Contact Centers

Proactive Digital Customer Care Solution - Solution Sequences / Scenario, Technical Flow and Architecture

For Full Story - https://www.linkedin.com/pulse/article/20141021124631-949703-proactive-digital-customer-care-solution

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Optimized Customer Care

Anonymous user coming to PAL website.

Sametime Chat auto initiates in a standby mode and assigns current session id as temp userid

Proceeds with booking

Hits with page issues and cycles back and fourth several times while trying to proceed with the booking Tealeaf configured Event from the

active session gets fired in real time

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Optimized Customer Care (Continue 2)

Allocated CSR picks the case and take note of the session and finds the customer session from sameime live chat

Creates new Case in the Case Manager with Struggle details + request params eg booking value and sametime temp user id ie session id

Based on the workflow configured within Case manager eg based on the booking value, this gets routed to respective CSR agent

Event invokes the Event Bus and makes the CEP http post to Case Manager REST API in real time

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Optimized Customer Care (Continue 3)

CSR Advices the anonymous customer and manages resolve the issue, close the case the case manager Customer completes the booking and leave the site with smiling face!

And starts conversion with the customer

In parallel, CSR agents does the shadow browsing from tealeaf session list

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Technical Flow and Reference Architecture

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Technical Flow

Experiences Struggles

Eg Cycles back and fourth

Welcome

Temp ST Userid

Booking

Shadow Browsing

Better insights

Event Bus

Tealeaf Event

Fires up

Chat

chat w/ customer

CSR Routing

Routes to right

CSR

Case Manager

Creates new Case

Chat

Resolves the issues

http post

Case manager

Close the case

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Reference Architecture

PCA - Capture - Decrypt - Privacy Filters - Assemble

Processing Portal - Reporting - Search Inspect - Index Event - Archive - Correlat - Analyze - Replay

PAL Firewall

Switch Web

Apps

Data

Case Manager - Case Routing

- Case Tracking - Case Reporting

cxConnect for DA via REST - First / Last Name - Phone Number - Transaction Amount - Error Event -Replay URL -Sametime Session ID

SameTime

Via HTTP Live Chat asset

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Summary, Over all Benefits of the solution

•Easy-to-use web interface for administrators and content managers which leads to reduction in the call centre operating cost

Low IT Overhead

•Pro-actively engage with high value customers based on the booking value

Improve Sales Performance

•With prospect / customer, business analyst SMEs or web design and development or technical support personal.

Real time Collaboration

•Help customers at the point of need using form completion assistance and Shadow browsing functionality.

Provide an Exceptional Customer Experience

•Reduces the number of calls and call durations

Reduced Costs

•System allows to Shadow browsing

Increase CSR Productivity

•Agents become an extension of your sales force by pushing up- and cross-sell opportunities

Converting Call Centre to Profit Centre

© 2014 IBM Confidential

Joseph George Client Solutions Professional IBM ExperienceOne Customer Analytics

IBM Software Group, ASEAN

9, Changi Business Park, The IBM Place, Singapore

josephg@sg.ibm.com +65 9105 2920

Thank You

For Full Story - https://www.linkedin.com/pulse/article/20141021124631-949703-proactive-digital-customer-care-solution