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Better Intelligence, Better Results Dr. David Lopes MECOM, 2011
2© 2011 Convergys Corporation. All Rights Reserved Speech 90% Social 29% Text 14% Email 6% Email 17% Text 7% Social 11% Speech 98% How are people expressing themselves? of customers that had a bad experience told friends or colleagues about it
3© 2011 Convergys Corporation. All Rights Reserved Social Media PublishShareDiscuss Social Networks MicroblogLifestreamLivecast Virtual Worlds Social Games MMO
4© 2011 Convergys Corporation. All Rights Reserved The average post is read by approximately 45 people Source: Convergys Media Roundtable, December 2009 and Convergys Scorecard Series Research 2010 Social Media Multiplier = 45x of consumers recently read about a bad experience on a social media Web site 52% Avoided Doing Business With That Company 37% 10% Did NothingStopped Doing Business With That Company Impact of Hearing About A Bad Experience of customers who heard about a bad experience on social media intentionally stopped doing business with or avoided doing business with the offending company 14 %
5© 2011 Convergys Corporation. All Rights Reserved Short technology re-fresh cycles Upgradable technologies Facebook didn’t require a new PC Easy to use, powerful, decentralised Store to phone to email to IM to social to... Multimodal, personalised They all work and we use them interchangeably Consumer Patterns
6© 2011 Convergys Corporation. All Rights Reserved Development Traditional Distributed Policy Management Channel WebMobile DeviceCall Centre AgentIVRPoint of SaleATMTV / Set Top Box Contact Centre Applications IVR Callflow Web Application Mobile Application CRM Billing Information Legacy Hosts Policy Ownership Outbound Inbound Challenges with consistent application of business policies Difficulties with consistent message to customer Slower time-to-market is failing the customer and the business Poorer customer experience equals loss of loyalty and revenue
7© 2011 Convergys Corporation. All Rights Reserved How and Why Businesses Buy Driven to it, rather than driving Reduce support costs “Keep up with the Jones” or “Our customers are using it” IT controlling, stabilising, fixing
8© 2011 Convergys Corporation. All Rights Reserved Listen Captures events during interactions with customers Decide Evaluates policies related to those events Act Identifies actions related to those policies
9© 2011 Convergys Corporation. All Rights Reserved L ISTEN D ECIDE E NGAGE Remote Presence IM, Phone, Social Media etc Physical Presence Sentiment Social Activity Influence Lifetime Value Geography Business Rules Service History Purchases Automatic Response SMS, Email, IM, Tweet Post
10© 2011 Convergys Corporation. All Rights Reserved Enterprise Policy Management Channel WebMobile DeviceCall Centre AgentIVRPoint of SaleATMTV / Set Top Box CRM Billing Information Legacy Hosts Policy Ownership Outbound Inbound One-time Integration Policy Manager Sensors Actuators Customer Data Integration/ Access Real-Time Decisioning Policy Engine Recommendation Engine In-Memory DB Business Analysts easily develop and deploy business policies Consistent message to customer through every channel Faster time-to-market Superior customer experience
11© 2011 Convergys Corporation. All Rights Reserved Appropriate Interactions Client Objective Put an end to generic or repeated inbound voice menu Client Requirements Minimise impact from volume spikes on certain days of the month (1st, 15th, Social Security Deposits) Provide more proactive and personalised service to improve the customer experience and increase containment rate Convergys’ Solution Simplifies customer steps to quickly provide needed information Integrates Convergys DDS and IVR to provide automated and personalised customer assistance Provides proactive messaging via dynamic menus based upon customer behaviours and profile data Increases customer satisfaction without agent intervention “We are excited about the solution’s ability to segment customers and intercept calls to offer value added services” - VP Technology Measured Benefits 100% 80% 0 4% Improvement IVR Containment
12© 2011 Convergys Corporation. All Rights Reserved Listening to Signal, Not Noise Client Objective Enable automated prioritisation and noise filtering to handle growing volume of social interactions Customer Requirements Increase percent of noise removed Increase Net Promoter Score Enable early warning detection Meet service level agreements on forum replies Convergys’ Solution Cloud-based social media solution Enhanced listening Influencer identification Prioritisation of posts Enhanced sentiment analysis Intelligent engagements Real-time return of $4.29 for every $1 spent over 16 months 4.29:1 ratio Projected ROI Predicted Results Enabling ability to leverage the social media channel 14.1% reduced cost-to-serve based on agent productivity Direct and indirect call deflection with one-to-many resolutions Decreased time-to-resolution Increased Net Promoter Score
13© 2011 Convergys Corporation. All Rights Reserved Consistent Policy Management Client Objective Consistent treatment of offers by channel Client Requirements Apply more objective treatment based on “lifetime value” of customers to maintain satisfaction of “high value” customers while reducing costs Develop handset service policies for 80+ million customers based upon individual customers’ “lifetime value” Ensure consistent treatment across all customer service touch points Convergys’ Solution Implemented Dynamic Decisioning Solution across seven channels Developed policies (handset swaps, upgrades) and implemented rules-based engine across all service channels including call centres, POS, partner portals, Web, kiosk, handset Automated treatment recommendations to service representatives and store personnel consistent with marketing policies Measured Benefits $600M $300M 0 >$100M per year Annual Cost Savings Results Enabling effective “lifetime value” programme ROI in eight weeks with trial launch to <10% of all markets served Client estimates projected cost savings of $100- 135 million per year, equating to a 20 percent annual cost reduction
14© 2011 Convergys Corporation. All Rights Reserved IT? “The Business” Intelligence should be proactive and reactive Fixed rules shouldn’t limit the scope of the engagement; each decision should be made with the true ROI involved Things change, people change, regulations change; so should the methods used for contact
15© 2011 Convergys Corporation. All Rights Reserved Listen Captures events during interactions with customers Decide Evaluates policies related to those events Act Identifies actions related to those policies
16© 2011 Convergys Corporation. All Rights Reserved www.convergys.com
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