roundtable innovations and trends in...

ROUNDTABLE – INNOVATIONS AND TRENDS IN CUSTOMER SERVICE

OCTOBER 2017

Brian LaRoche, Director, Account Based Marketing, CallMiner

Annette Miesbach, Product Marketing Manager, inContact

Kelly Koelliker, Director, Global Solutions Marketing, Verint

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Kelly Koelliker

Director, Solutions Marketing

Innovations and Trends in

Customer Service

2

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 3

#1: Self-Service

Within 4 years consumers will manage

85% of their relationshipswith an organization without interfacing with a human.

Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016


Best Practices for Self-Service

1. Self-service knowledge should be driven from agent knowledge

2. Optimize self-service for mobile usage

3. Consider including simple transactions as well as knowledge

4. Ask for customer feedback

5. Always include escalation channels


#2: Digital Assisted Service

There are no channels

just people


#3: Bots and Artificial Intelligence

• Deflect assisted service requests across channels

• Provide consistent answers across channels

• Leverage conversational customer behavior

• Follow the journey from self to assisted service


Robotic Process Automation

• Operates on a virtual desktop or in tandem with an employee

• Executes high volumes of processes around the clock

• Helps eliminate human error and compliance mistakes

• Helps shift employees to more value-added processes

• Increases security when robots used to process sensitive tasks or

confidential information


#4: Voice Driven Knowledge Management

• The way we interact with computers continues to evolve

• The technology is now mature enough to become mainstream

• Beneficial in an IVR as well as during live interactions

• Agent’s attention is pulled away when typing and searching


#5: Social Media and Communities

Your customers are talking TO you

Your customers are talking ABOUT you

Are you LISTENING?


Listen Analyze

Engage Collaborate



Contact Us

www.verint.com

[email protected]

[email protected]

OPTIMIZING CUSTOMER SUPPORTInnovations and Trends

October 2017

Annette Miesbach

Senior Marketing Manager

NICE inContact

In the CXone portfolio of products, Annette focusses on product marketing for

Omnichannel Routing, including routing engine, integrated IVR, and the Studio

visual routing designer. She is also responsible for the My Agent eXperience –

MAX agent interface and all inbound and outbound, voice and digital interaction

channels, as well as the Supervisor and administration interfaces. Prior to joining

NICE inContact, she held various positions in Product Management, Marketing

and Channel Support, adding up to almost 20 years of experience in the industry.

• Customer Experience in 2017:

The effortless Customer Journey

• Distinguish your customers: personalization

throughout the Customer Journey

• Refine contact handling: utilize sentiment and

dynamic evaluation

• Empower your agents: channel flexibility and

omnichannel sessions

1

6

9 channel choices are the norm; the number of

channels is expected to rise to 11 by 2018;

Customer experience is the #1 driver for digital.

Dimension Data: Global Customer Experience Benchmarking Report (2017)

62% of customers say “ease of interaction” is

the most important attribute of a successful

customer interaction.

Deloitte Global Contact Center Survey (2017)

The majority of customers (72%) expect a

company to know their purchase history,

regardless of the channel (or channels) they use

to contact you.

NICE inContact Research: CX Transformation Benchmark Study (2017)

Customer Experience in 2017

• Personalize every

interaction

• Combine available data

• Provide insight into the

customer journey

Distinguish your Customers

• Detect customer sentiment

& handle accordingly

• Evaluate agent

performance

& plan accordingly

• Use evaluation to

automate feedback loop

Refine Your Routing

1

8

• Enable agents to handle

any channel

• Elevate interactions to

sessions

• Track across media and

sessions

Empower your Agents

1

9

Unified Platform Better Outcomes

Manage Customer

Journeys Across Channels

Analytics-based routing with context

between self-service and agent-assisted

channels

Turn Insights

into Results

Analyze every interaction in real-time to

identify issues and opportunities & see

trending of sentiment and topics

Unlock Your

Team’s Potential

Adaptive persona based and analytics

driven approach for

agent engagement and improvement

Streamline Service Delivery

Self and assisted-service bots and

robotic process automation

*AI =

Art

ific

ial In

telli

ge

nce

Omnichannel Routing

Analytics Workforce Optimization

Automation & AI*

Elastic Turnkey Telephony Rapid turn-up Easy Integration Extensible Enterprise-grade

2

0

↑ NPS and CSAT

↑ Customer LTV↑ Identify Root Causes

↓ Customer Churn

↑ Agent Productivity

↑ Agent Retention↓ After Contact Work

↓ Agent Assisted Contacts

↑ Differentiating Innovation ↓ Total Cost of Ownership

Open Cloud Foundation—Power Customer Experience Innovation

THANK YOU

www.niceincontact.com

2

1

http://www.niceincontact.com/

https://twitter.com/niceincontact

https://www.facebook.com/NICEinContact

https://www.linkedin.com/company/NICEinContact

https://www.youtube.com/user/NICEincontact

http://www.niceincontact.com/blog/

Presenter photo

Presenter photo

Toby Paul

Product Marketing Manager

Roundtable

The Expanding Use of APIs-Unlocking the Power of Your Data to

Optimize Customer Support & Experience

Proprietary & Confidential, CallMiner Inc.

Engagement Analytics unlocks the

Powerful Insights hidden inside

your Customer Interactions


Adding the Power of API’s to your Analytics Objectives

The Opportunities to Leverage Interaction Analytics Insights Outside of Your Analytics Platform through API Exports are Endless!

Research

Predictive Modeling

CRM

Compliance Management

Gamification

Web Feeds

A/B Testing

Tableau/Dashboard

Social Media

Reporting

Market Insights

ERP


Application Programmable Interface (API)

Application Programmable Interfaces (API) present contact analytics users with the ability to export the content

of categories, scores, KPI metrics, transcripts, metadata, graphing, reporting etc.

EXAMPLES OF DATA YOU CAN OBTAIN FROM AN APICONTACT BASED ITEMS WHAT DOES THIS GIVE ME?

Categories and hits

Scores

Attributes

Measures

Contact by ID(s)

Contacts by search criteria

Contacts by metadata

WHAT DOES THIS GIVE ME?

WHAT DOES THIS GIVE ME?

REPORTING ABSTRACTION LAYER

TRANSCRIPTS

Contact by ID(s)

Contacts by criteria

Contacts by client ID(s)

Sections & categories

Scores & score components

Attributes

Measures

Transcript by Contact ID(s)

Full Text Transcripts by ID(s)

Transcript script by ID(s)

Word

Speaker

Time

API’s provides user opportunities to pull data such as

performance metrics, market insights and compliance data

into data warehouse and analyze with third party tools.


Various Types of API Use Cases – 3 E’s

“Export” ‒ Data Warehouse

‒ Export data to external application(s)

“Embed” ‒ Functionality of analytics in another application

‒ Data transformation in another application

“Extend” ‒ Add functionality to extend use cases

‒ Non disruptive to “Platform” development


Let’s look at a couple of Data Warehousing Use Cases

Dashboards

Gamification

Compliance Management System


Use Case: Custom 3rd party Dashboard


Use Case: Metrics-driven Gamification Incentives


Use Case: Sharing Risk Scores for Reporting & Compliance

Automated

Speech

Analytics

Platform

Output

Application

Program

Interface

Compliance

Management

System

Transcripts


Check out our Case Study featuring Open English’s Success leveraging Speech Analytics and its API!

Websites: www.callminer.comwww.engagementoptimization.comhttps://callminer.com/#see-a-demo

Open English Saves Time and Improves Sales

Conversions

http://www.callminer.com/

http://www.engagementoptimization.com/

https://callminer.com/#see-a-demo

https://callminer.com/wp-content/uploads/2016/09/Open-English-Saves-Time-and-Improves-Sales-Conversions.pdf

ROUNDTABLE – INNOVATIONS AND TRENDS IN CUSTOMER SERVICE

Q&A

Brian LaRoche, Director, Account Based Marketing, CallMiner

Annette Miesbach, Product Marketing Manager, inContact

Kelly Koelliker, Director, Global Solutions Marketing, Verint

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