social media and customer interaction driving business technology today - mitel

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Improving Your

Customer’s Experience

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential. 1

Mitel


Business Challenges

Global Business MobilityBYOD

Cloud SocialNetworks

Compliance Competition

You


Today’s Customer Service and Sales Reality

Increasing Economic Pressures

Changing Patterns of Customer Service

Increasing Customer Expectations

Increasing Competitive Pressures


So… What Is Your “Customer Effort?”

The Customer Effort Scoreis derived from asking the

customer a simple question:

How much effortdid you personally have to put forth

to handle your request?

Scores rangefrom 1 (very low effort)to 5 (very high effort)


“True customer engagement is making

engagement personal, by knowing who

you’re speaking to, and also interacting

with each customer in the way they

want.”

Bob Stutz, Corporate Vice President,

Microsoft Dynamics CRM (@rlstutz)

Getting Customer Engagement Right


Top Customer Service Takeaways

Five Guiding Principals for Creating a Consistently Better Customer Experience:

1. Know me. Get better connected to your customer.

2. Remember me. Stay connected with more relevant touches.

3. Make me feel special. Proactively optimize the customer’s account and

make product suggestions tailored to them.

4. Help me succeed. Continue to improve online tools and technology.

5. Always be there for me. Be there for your customers – whenever,

wherever, however.

Jill Hewett, Customer Experience Designer, Catalyst, Inc. (@jhewitt98)


Top Customer Service Takeaways

It’s About Time:

“You are not competing with your best competitor, you are competing with

and for time.

Whoever can deliver the fastest is going to win.

If service is not convenient, you will lose in a digital world.

Customers don’t care what department you’re in; they want you to solve

their problem on the 1st interaction.”

R “Ray” Wang, Founder and Principal Analyst

Constellation Research, Inc. (@rwang0)


The Four Ps of Customer Service

Painless. Consumers want effortless service from the touchpoint of their choice.

Personalized. Customers don’t want a one-size-fits-all service experience.

Productive. A customer service experience has to be reliable, efficient, and

satisfying, but also delivered at a cost that makes sense to the business.

Proactive. Customers want to be notified of a problem and told it’s being fixed.

Kate Leggett, VP and Principal Analyst,

Forrester Research (@kateleggett)


“Take your customers from a financial

investment in your brand to making an

emotional investment. The value and

return is even greater.”

Eric McKirdy, Global Customer Care Manager,

Ask.com (@AskDotCom_Eric)

Creating An Emotional Investment:


Trend: Consumers are Driving Multi-Channel

Adoption

“I’ll text, Instant

Message,

email, or chat.

Please don’t

make me call.”


2013 Channel Preferences

• Web Chat, Social, and Video are on the rise

Web SiteEmail

F2FIn Store

PhoneOverseas

Call Center

77%

Facebook APP Twitter VideoWebFAQs

WebChat

72%

64%59%

37%

53%

26%

20%

14%

11%

5%


The Right Channel for the Right Interaction


How Integra Can Help?


Commitment to Contact Center

• Three Key Elements:

1. Leverage our Strength in

the Core.

2. Maximize our Position in

the Cloud

3. Rapidly Expand in the

Contact Center


Enterprise

Mid Market

SMB

ContactCenters

Others, vertical

Support major IT Frameworks and vertical applications

Cloud

Premise


MiContact Center Interaction Lifecycle

1 Choose Method of Contact

2 Identify Customer

3 Offer Self Service

4 Queue

5 Route to Agent6 Interact

9 Implement

7 Follow-up

8 MeasureService

EfficiencyProfit


Unified Communications and Collaboration

“As companies wrestle to compete in an increasingly global marketplace, one thing has become

clear: collaboration is key to success. If the 20th century was the Information Age, then the 21st

century is the Innovation Age—one in which shared ideas, knowledge and expertise are the

currency of business.

Going forward, companies must enable collaboration with technology and management practices

that encourage communication across cultures and time zones. The goal should be to ensure that

employees are connected to the right people at just the right time, regardless of where they are

located or what network they are connected to.”

Frost and Sullivan


Trend: Consumers are Driving Multi-Channel

Adoption

“I’ll text, Instant

Message,

email, or chat.

Please don’t

make me call.”


Trend: Employees are Driving Multi-Channel

Adoption

“I may call… but I’d prefer to Instant Message,email, or chat, using my own device.”


MiCollab Client

• Single Access Point For all

Business Communications:

– Presence

– Instant Messaging

– Dynamic Status

– Corporate Directory

– Click-to-Call

– Click-to-Start Video

– Collaboration

– Call History

– Softphone

– Visual Voice Mail

2020


Features of MiCollab: Audio, Web, and Video

• User Interface– Merged Participant list for audio and

web identification of audio only participants

– Bi-direction audio through the Feature of MiCollab – Audio, Web and Video Conferencing native client

– One-way (listen only) audio through the browser view interface into conferences

– SIP Video support• MiVoice Conference Unit and

3rd party endpoints

• Management, Security and Infrastructure– Audio conference lock and new

conference join announcement– Automatic deletion option of server

stored conference recordings– Support for G.729 compression

when deployed


Integra Offers Choice

Infrastructure DeviceSoftware

Unified Communications


Why Customers Choose Integra and Mitel

• Simplicity, Commitment, Value, and Experience

– Complete Solution

– Large Install Reference Base

– Commitment to this Space

– Enterprise Rich Solution

– Flexible to meet your Business Requirements

– Single Software Stream across Premise, Cloud, or Hybrid

social media and customer interaction driving business technology today - mitel

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