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Interaction Experience 2.0

The Future of the Contact Centre. Interaction Experience 2.0. Global Consumers Exploding. SAP, 2011. Contact Center: Loyalty Vs. Satisfaction. Corporate Executive Board, 2008. 97% of buyers visit a web-site first. BIA Kelsey, 2011

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Interaction Experience 2.0

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  1. The Future of the Contact Centre Interaction Experience 2.0 WebRTC Strategies 2013

  2. Global Consumers Exploding SAP, 2011 WebRTC Strategies 2013

  3. Contact Center: Loyalty Vs. Satisfaction Corporate Executive Board, 2008 WebRTC Strategies 2013

  4. 97% of buyers visit a web-site first. • BIA Kelsey, 2011 • By 2015 the Marketing Technologists budget will surpass the CIO’s budget. • Gartner Group, 2012 WebRTC Strategies 2013

  5. Big Data Adoption and Growth Gartner, 2012 WebRTC Strategies 2013

  6. Digital Media Consumers in US Comscore, Media Metrix, 2013 WebRTC Strategies 2013

  7. Interaction Experience 2.0 Getting the best Possible Employee to Interact with the Customer/Contact • Contextual • Optimized Having ALL of the information to resolve the Customer/Contact problem • Complete • Accessible Having the right communications modality the best possible experience • Optimized • Empathetic WebRTC Strategies 2013

  8. Components of Interaction Experience 2.0 • Information Infrastructure • Web Site • Servers • Big Data WebRTC • Network • RT Ready • Available • QoE • Real-time • Experience • Interaction • UX • Media Modality

  9. Path to Interaction Experience 2.0 Complete Reduced Effort Ultimate Satisfaction • Interaction Experience 2.0 • Any Media • Big Data Depth • Any Employee • Right time, employee, data • Best possible outcomes Big Data Path Depth of Information Immersive Communications Path • Interaction Experience 1.0 • Legacy • ACD • Call Centers • Contact Centres • IVR Hunt Groups None Multi-modal Immersion Telephony Interaction Capability

  10. Big Data as part of Interaction Experience 2.0 All Data “I see you have more information than I do.” “Problem Solved” Right Information “How can I possibly help you?” “Great meet – no answer.” None Right Employee Any Employee Contextually Right Person WebRTC Strategies 2013

  11. The Web Disconnect Typical Fortune 1000 Web Site Typical Fortune 1000 Contact Centre/IVR 20 1 30 40 10 240,000 Discrete Contextual Links 375 Discrete Contact Routes 800-406-2345 3 866-675-4759 866-657-9867 5 5 5 Question 1 The challenge is mapping to the current systems LIMITED resources Question 2 Question 3 WebRTC Strategies 2013

  12. Legacy Customer Service WebRTC Strategies 2013

  13. WebRTC Enhancement WebRTC WebRTC Strategies 2013

  14. Interaction Experience 2.0 WebRTC WebRTC Strategies 2013

  15. Results: • Customer Effort • IVR • Micro Targeting • Call Duration • CC Labor • PSTN Cost • Customer Loyalty • Marketing Spend WebRTC Strategies 2013

  16. Benefits for 1,000 Seat Center: • Customer effort is reduced. • Customer service labor expense reduction $6.6M/year (15%). • PSTN reduction or elimination $800K/year. • Survivability (Cat-Comms). • Real-time marketing offers and talking points • Improved loyalty impact on marketing budget: $10M/year (10% of marketing budget). WebRTC Strategies 2013

  17. WebRTC Conference and Expo Events 2013 • Silicon Valley • November 19-21 • Santa Clara Convention Center Use code STCWRTC when registering to get a 50% Discount from TMC WebRTC Strategies 2013

  18. Thank You and Questions WebRTC Strategies 2013

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