Simply Smarter Communications™

Richard KennyEMEA Marketing Manager

Unified Customer ServiceHow call centres are leveraging unified communications to drive new standards of customer care

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•75% of consumers say they would do business with a company based on a great Contact Centre experience. 1

•80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree. 2

•69% of large B2C organisations in the UK and US view their call centers as business-critical revenue generators. 3

Customer Service is Changing – Why?

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1 Genesys, Global Consumer Survey 2 Bain & Company3 Loudhouse Research survey of strategic decision makers

04/12/2023

Challenges for today’s contact centres

•Today's contact centre is changing in response to customer demands and organisational evolution

•Self service

•First call resolution

•Social media

•New workplaces

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Self Service

•Simple information requests are handled by self service & web channels

•Contact centres are dealing with more complex, longer calls

•Highly empowered customers

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Resolution and measurement

• Up to 10% of calls have to leave the Call Centre for resolution

• How do you track this?

• Measures, KPIs etc are the lifeblood of the contact centre

• Does it meet your first call resolution targets?

04/12/2023 5CONFIDENTIAL • 2011 BRAND RELAUNCH •

First Call Resolution

• Resolve the customer issue first time, reduce repeat calls

• Improves customer satisfaction and builds trust

• 1% increase in FCR equals a 1% increase in customer satisfaction

• Social media driving increased focus on rapid resolution of customer issues

04/12/2023 6CONFIDENTIAL • 2011 BRAND RELAUNCH •

It’s not just your call recording systems listening now ...

04/12/2023 7CONFIDENTIAL • 2011 BRAND RELAUNCH •

04/12/2023

Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless.

After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.Help!

This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers

BT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this morn

I touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring . All fixed thanks to MY IT man long story......

To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN

Recognise This?

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Is there a ‘centre’ in contact centre?

04/12/2023 9

The solution must:

• Access enterprise expertise

• Enable remote workers

• Contribute to improving customer service

• Easily implemented

Solving the challenges

12/04/2023 10

CONFIDENTIAL • BELIEVE 2011 •

Unified Communications in the Contact Centre

• Transformation offering real benefits to first call resolution• Delivering three way conversations• Remote team collaboration

04/12/2023 11CONFIDENTIAL • 2011 BRAND RELAUNCH •

Nemertes Research annual benchmark survey, 2010

86% of companies are planning Unified Communications in the

Contact Centre

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Access enterprise expertise

• Access to expert through UC– Published availability– Immediate voice contact

• Enterprises need to move to widely published presence– Skills based– Language based

• Must be a voice enabled interaction

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Are you Savi?

• Real time collaboration

• Simple implementation

• Proven solution

• Are you Savi?

• If not, you soon will be

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Real Time Collaboration

• Unique ‘mixing’ feature

• Brings together customers and experts in real time– Solve problems– Find information– Obtain approvals

• Improves first call resolution

• Increases agent knowledge

Simply Smarter Communications™

Summary

With Savi and Unified Communications

• Improved first call resolution– Higher customer satisfaction

• Calls tracked to completion– Visible KPI improvement

• Agent knowledge improvement– Higher retention

Simply Smarter Communications™