Presentation on theme: "Contact Center Trends & Collaboration Environment"— Presentation transcript:
1 Contact Center Trends & Collaboration Environment Terri Patrick – Solution Specialist, Western RegionBret Lathrop - Senior Director, Contact Center Practice
2 ...in our time together Trends Enabling Next-Gen Customer Experience Approach and Use Case Examples
3 Now-Gen, Mobile, Connected World More AccessConnected Cars &PlanesWearable TechnologyDigital KiosksAlways AwareMore Influence
4 Companies Need Ways to Stay Ahead of Customer Expectations Brands must ensure a consistent experience across channels and understand the nuance of designing for different devices such as smartphones, tablets, desktop PCs, large format interactive signage and more.GreaterVisibility and ControlDeliver Better Omnichannel ServiceImproveProactive EngagementImprove Customer Lifetime ValueImprove Satisfaction and LoyaltyCreate New Opportunities to Grow Revenue44
5 Contact Center Managed Services Contact Center Pillars: Customer ExperienceMulti-ChannelAdmin & MonitoringBI & AnalyticsCRM IntegrationSelf ServiceWork Force OptimizationScope of OfferingContact Center FoundationEnterprise Vendor ManagementSystem Admin & Move, Add, ChangeSoftware Release ManagementBackup & Configuration ManagementMonitoring – Basic HealthContact Center Application SupportPerformance ManagementCritical Linkage Monitoring & UpdatesCustom Application RestorationCustom Application Routine AdaptationIT Lifecycle Management & RoadmapSpecialist on CallDemand & Capacity Management AssessmentsPulse & Stress TestingaaS offers (key contact center technologies as a hosted/cloud serviceVoice of the Customer Technology ConsultancyContact Center SignatureServices
6 Enabling the Context-Aware Customer Experience Avaya Aura Collaboration EnvironmentMedia and DevicesAvaya Aura Experience PortalCollaboration Environment Snap InsWebRTCCollaboration DesignerReal-Time SpeechContext StoreWork AssignmentUnifiedDesktopReporting & AnalyticsProactive Outreach ManagerIntelligent Customer RoutingAvaya Aura Collaboration EnvironmentOrchestration DesignerCUSTOMERSSession ManagerSystemManagerAvaya Media ServerAvaya AuraENTERPRISEPerformance and Analytics
7 Application and User Provisioning Single Common Application PlatformSimple, Consistent, EasyScalability35,000 UsersSecurityHighlySecureVirtualizationVMWareReliabilityN+1 Geo-RedundantManageabilityDynamicApplication and User ProvisioningIn Memory Data GridCapture, Store, Integrate
8 Beta in May 2014, Available 2H, 2014 WebRTC Real-Time Speech Collaboration DesignerWork AssignmentContext Store
9 Persistent Conversation ... Across the Whole Customer Journey ID: AOExternal ID: (UCID)Context RecordStyle: “Sympathetic”Approach: “Supportive”Routing/ Resource DecisionRouting/ Resource DecisionID: AOExternal ID: (UCID)Context RecordCustomer ID: “K48327”Product Category: “Credit CardSMSID: AOExternal ID: (UCID)Context RecordType: “Personal Advisor”Previous Contact: “Y”Preferred Contact “Y”Routing/ Resource DecisionEditable events so that this can be changed for the an individual customer meetingID: AOExternal ID: (UCID)Context Recordkey1: “Sentiment”value1: “Angry”key2: “Languagevalue2: “English”key3: “CustomerLevel”value3: “Gold”CustomerID: 28651CustomerName: Tony PetersCellNumber:Segment: GoldID: AOExternal ID: (UCID)Context RecordAccountID: A8T4LGHOrderStatus: DispatchedDeliveryDate: 06/02/2014OrderNumber: 398HT3457ANI:MenuSelection: OrdersPreviousContact:: 03/02/2014ERouting/ Resource DecisionPersonalized, Exceptional, Seamless Customer ExperienceOptimal Utilization of Resources
10 Examples…Storing contact context information for cross channel persistent conversationsCollection and export of contact context to data warehousing/reporting/analyticsLeverage a unique context ID per contactEnable desktop screen popsCentralized secure secure context encryption for PCI complianceEnable DNIS pooling for transport of context
11 WebRTC is an API definition being drafted by the World Wide Web Consortium to enable browser-to-browser applications for voice calling, video chat, and P2P file sharing without plugins. Heavily encouraged byWebRTC features (text chat, voice chat/audio calling, video chat, real-time file/data sharing, peer to peer capabilities)CC Market Trends:Enhanced websites for customer satImmediate connection options with agent (no IVR)Context-aware agent and customer communicationsGreater acceptance of using computing device as phone
12 CC Market Implications & Advantages Remote Agents scenariosDisplay Queue info before/during a contactSkip IVR (website/apps having segmentation data)Mobile/Embedded appsScreen/Video sharing apps (could make video a real option in the contact center)Co-browsingAdvantages (if done properly)Embeds RTC capabilities directly into web pagesDecreased costs due to a potential decrease in contact handle time (better qualified contacts, Context-sensitive support)Better BI through tighter integrationMobilizing the contact center and better support for remote based agents.
13 WebRTC ChallengesBrowser Market ShareIE usage dips on weekends. Still dominate in enterprise business market.
14 WebRTC ChallengesWebRTC vs. Microsoft’s soon to be released CU-RTC- WebSignaling protocols (SIP/XMPP/Custom)Video encoding (V8/H.264)Other technical issues:Interoperability, QoS, lack of IE support, persistent web client, limited browser supportCC Adoption Issues:Agent training, video shows everything, need Chrome/Firefox/Opera.Can increase contact volumeBrowser based UI & Enterprise recording.
15 Now, Near and Future Now Near Future Avaya CE “snap-in” business process flows.Cisco is pushing ‘Finesse’, a web based desktop, setting a path for WebRTC interactions.Basic video enabled B2B scenarios.NearHosted solutionsMobile & Web apps will drive & dominate.Managed Services to help adoption.FutureIndustry is heading in the right directionConsumer continues to outpace the enterprise for adoption.Open Source Solutions (Doubango, Asterisk, FreeSwitch)CustomerAgentACD/PBXCRMWebRTC-enabled website pageVoice / video / browser view context shared between customer & agent
16 Support for video streaming, supporting VP8 video compression Avaya WebRTC RoadmapProvides ‘Click to Call’ audio support with accompanying web data elementsUbiquitous availability of WebRTC solutions across mobile as well as desktop devicesSupport for video streaming, supporting VP8 video compressionWith 3.0What’s NextOn the Horizon
17 Spanning 25 years of Industry Experience The Routing EvolutionACDANIDNISSkills RoutingIndividual SkillsExpected Wait TimeBusiness AdvocatePredicted MatchingLeast Occupied AgentReserve AgentsWork AssignmentMulti-ModalCustomer IntentCustomer AttributesMatch to CC KPISingle PoolEnterprise-wideAnalytics DrivenBusiness Agility1:1 MatchingRich ContextTimeSpanning 25 years of Industry Experience1717
18 Routing in the Contact Center Today Skills Based Routing Queue for Skillset 1Skillset 1Skills Based RoutingAgent NAgent DAgent KAgent PQueue for Skillset 2Skillset 2Agent TAgent LQueue for Skillset 3Skillset 3Agent XAgent RAgent E
19 Business Value For Customer Experience Work Assignment Context Based, Best Match Routing across the EnterprisePool of WorkPool of ResourcesAgent KSpecialist5MarkAgent PAgent TAgent TSpecialist3Best MatchSpecialist5Agent EAgent XJoeAgent RSpecialist4Specialist1Agent W
20 Attribute Based Routing Example Customer Needs Expert Assistance In Branch Customer arrives at the local bank branch with a specialized question about a particular investment product1Bank representative enters customer question into a web application powered by Workflow2The application locates expert at the corporate office and connects him to the bank representative3Although each Smart Finder solution is tailored to individual business requirements and infrastructures, they all utilize a consistent underlying design for locating and accessing expert resources. Here is a typical scenario for Smart Finder in action in a customer-facing environment.Walk through the scenario step-by-step…In addition to face-to-face situations, be sure to explain that Smart Finder works equally well when the customer is calling in to a contact center for support and it is the agent that reaches out and interacts with the expertBank representative is able to answer question and customer signs up420
21 Avaya Work Assignment Roadmap Workflow Snap-in Integration with System Manager for Administration and Third Party resource state via SDKIntegration with Enterprise applications supporting use cases such as:Dynamic Team FormationExpert FinderIntegrate non-legacy CC applicationsICR Agent Match feature for routing voice contacts in ICR / Elite based contact centersNew IntegrationsICC ElitePerformance Center Snap-inIntelligent Call Routing (ICR)Avaya Control ManagerWith 3.0What’s Next
22 Avaya Collaboration Designer Empower Enterprise Resources to Easily Produce Customer Journey MapsUtilizing a Single, Graphical, Intuitive CanvasUtilize extensive, expandable palette to tailor and customize workflowsLong terms storage (days, weeks, months) of workflowsThe Experience layer in the Model is the Customer Experience Management “Brain” which enables your organization to deliver the type of customer experience you require. It transforms customer experience from Dated Routing, Queuing, and Agent Allocation to 1:1 Matching of Customers to Resources Using Contextual Awareness. In so doing, it ensures that the Right Enterprise Resources are engaged at the Right Time to deliver the Right Customer Experience, as designed by the organization. This delivers two key benefits namely optimal resource utilization across the organization and exceptional customer experienceThe Experience layer essentially performs the following key activities:Processes Contextual and drive Awareness – the Experience layer knows and applies the “DNA” of your customers (for example, customer needs and preferences, account information, purchasing history, etc.), your business (for example your business policies, resource expertise, resource availability, customer segmentation, etc.) and the environment within which your customers and your business operate (for example, a customer’s location, the device they’re using, the environment, promotions available that may be of interest to them, etc) and it processes all of this information in real time.Best/1:1 Matching - Leverage contextual awareness to identify best resource for customer needs (agent or automated) and ensure execution across right media at the right time. It executes the right match of people and information across right media at the right timeConnects to the Back-Office - Connect business processes, back office functions and information with enterprise routing, agent selection, and workflows to ensure persistent conversation. It uses context provided from back office systems and linked with the Customer Experience Management applications to determine what the next best action should be. The Experience layer KNOWS the NEXT BEST ACTION TO ENFORCE and this is REALLY UNIQUE TO THE BUSINESS.And as previously mentioned, the key thing here is that customers can take advantage of the Experience layer irrespective of whether your heritage is Elite or AACC, you are on one of two paths that both lead you to Experience Management. Our strategy is to ensure that no one has to turn off what they have today, whether that’s their call vectoring, their CMS, or whatever else.Greater enterprise control over workflows and journey maps
23 Accelerating the Developer Community Avaya Aura Collaboratory™Secure access to a dedicated sandbox w/optional development environmentJumpstart without up-front infrastructure upgradesPre-configured, ready for immediate useSubscription modelEnterprise CorporateDevelopersISV DevelopersSystems IntegratorsAvaya Aura® Collaboration EnvironmentAvaya clients & PSTN accessScalabilityManagement ServiceabilityCollaboration EnvironmentSecurityVirtualizationReliabilityCommunication ManagerSystem ManagerSession ManagerMedia ServerAvaya Aura® Platform stackAvaya Scopia® video infrastructure& SMS service support
24 Eco-System Snap-in Build CE- 2.0CallNACK Improves Call Handling, Customer ServiceIntegrating Business Intelligence and Outbound DialingBalancing act of compliance and pro-active outreach is challenging.The CallNACK application “snap-in” was custom-designed by NACR on ACE originally and converted to the CE 2.0 pallet.With CallNACK, your outbound dialer “talks to” the NACR application, which performs a database lookup to automatically allow or block a call depending on the established parameters. The application is designed for adaptability, with multiple uses and options.
25 Under Investigation Phase Roadmap UnifiedDesktopReporting &AnalyticsMobile VideoBrowser Plug-inAutomatedChatCo- BrowsingWebRTCVideoMore!
26 SummaryThere a some amazing new ways to solve the old and new form of the customer service challenge.It seems magical, open and easier…but it has new layers of complexity to consider.You need to leverage your expertise for adoption and business unit translations to technology. More dynamic, constant tweaking/evolving. Consider alternate day to day management.