© 2004 Avaya Inc. All rights reserved. Le nuove tecnologie a supporto del Contact Center di ultima generazione (Demystifying the Future of the Contact Center) Milano 10 febbraio 06 Patrizio Di Carlo

2 © 2004 Avaya Inc. All rights reserved. Revenue growth: superior customer service Cost reduction: worker & business efficiency Manage risk Mobility with ubiquitous access Ease of use supporting a variety of devices User control, privacy & security Rapid, flexible deployment Flexibility for new business models Integrating business processes Clear ROI & investment protection Option to build or outsource Scalable, secure, reliable, manageable Customer Imperatives Drive our Technology Roadmap Worker Imperatives Business Imperatives IT Imperatives

3 © 2004 Avaya Inc. All rights reserved. Improving Customer Service, Worker Productivity and Business Efficiency Optimizing the Distributed Enterprise for Growth Locations Customers Workers Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes Easy to use; easy collaboration Multi vendor/standards based systems and support Holistic, intuitive approach to management, reporting and presence across the enterprise Always on: Secure, reliable, scalable and manageable

4 © 2004 Avaya Inc. All rights reserved. Customer Service for Sustained Competitive Advantage Virtual infrastructure Seamless delivery of applications and services Central Site, Branch, Remote Channel integration Integrating customer information and interactions across multiple media (voice, web, chat, , etc.) Enhanced self-service Bringing customers inside a company’s business processes Differentiated service Embedding strategic customer segmentation in customer-contact operations Expertise on-demand Connecting customers to the right people at the right time, anywhere Presence, Interruptability Skills, Knowledge Information Management Capture, Reporting Retrieval and Analysis Real-Time Information Customer

5 © 2004 Avaya Inc. All rights reserved. Capabilities reflect site size not importance Local buying decisions: –Reflect site specific work –Result in incompatible systems & duplication Limited: –Flexibility –Leverage between sites –Access to distributed expertise and resources –Consistency in end-user experience High turnover of locations Little / no infrastructure support staff HQ Today: Communication for the Multi-Location Enterprise Kiosk Large Branch Virtual Office Medium Branch Satellite Mobile Worker Small Branch

6 © 2004 Avaya Inc. All rights reserved. Tomorrow: Distributing Communication Applications Across the Multi-Location Enterprise Using IP Worker Mobility Branches leverage central applications, resources and each other Centralized Management Scalability, Reliability Security Consistent user experience and capabilities Transparent extension to mobile workers Improving customer service, worker productivity and business efficiency PSTN Broadband Application Gateways Virtual Contact Center Universal Branches

7 © 2004 Avaya Inc. All rights reserved. SIP is a Key Enabler for Intelligent Communications Native Support for Multimedia Uniform Policies Across Media Multimodal Interactions Broadband/3G-Ready Presence and Events Easy Propagation Between Components Richer Services; e.g. Resident Expert Easier Call-Context Integration (CCI) Transport Context with Signaling Extend CTI to Rest of Enterprise Multi-Vendor Interoperability Supports Multi-Site connectivity, Branch, Home Agents Ease of Integration among components IT Alignment – Familiar Technology

8 © 2004 Avaya Inc. All rights reserved. Improving Customer Service Utilizing Multimedia, Presence and Context Universal Branches Access to experts with caller context Route to any agent with caller’s context Broadband Wireless PSTN Voice & visual contact Mobile speech access Click-to- connect web users

9 © 2004 Avaya Inc. All rights reserved. Today: The Agent is at the Service of the Customer Business Applications Data and Intelligence Business Processes, Rules and Routing Engine Customer IVR Web Self-Serve Interaction Center Finance, Logistics, … Product Specialist Supplier Branch Office Resident Expert Regional Rep Product Specialist

10 © 2004 Avaya Inc. All rights reserved. IVR Web Self-Serve Tomorrow: The Entire Enterprise is at the Service of the Customer Business Applications Data and Intelligence Business Processes, Rules and Routing Engine Customer IVR Web Self-Serve SIP and Communications Services Interaction Center Finance, Logistics, … Product Specialist Supplier Branch Office Resident Expert Regional Rep Product Specialist

11 © 2004 Avaya Inc. All rights reserved. Enterprise Workers >400 million The Entire Enterprise is at the Service of the Customer Business communications, contact center practices, business processes and functions merge Access knowledge across the extended enterprise Customer Workers Servicing Customers 100 million Contact Center Agents 9 million

12 © 2004 Avaya Inc. All rights reserved. Intelligent Communications Correlates with Higher Communications Intensity

13 © 2004 Avaya Inc. All rights reserved. Intelligent Communications Correlates with Higher Communications Intensity Contact Center Agents 9 million Workers Servicing Customers 100 million Enterprise Workers >400 million

14 © 2004 Avaya Inc. All rights reserved. Demystifying the Future of the Contact Center The critical business importance of the contact center

15 © 2004 Avaya Inc. All rights reserved. CEO CMO CIO COO Footnote: 1. Mercer Management Consulting, interviews with 50 c-level executives, April Lane & Co., focus group discussions, March Driving Business Results “Help Me Grow Efficiently and Better Serve My Customers” Grow Revenue “Our main priority is on winning business back and growing our top line.” 1 Reduce Costs “Even in growth markets, cost reduction is a top-of-mind issue. We have to reduce overhead while maximizing efficiency” 2 Lower Risk “Our top two business priorities are security & continuity, after that next priorities are numbers 5 and 6.” 1

16 © 2004 Avaya Inc. All rights reserved. Contact Center Accountability Pressure From Many Forces Internal Forces Board of Directors CEO Sales & Marketing Finance Operations IT Human Resources External Forces Customer Regulatory Agencies Increase Shareholder Value Protect Brand Equity Improve Bottom Line Results Collect Relevant Data Grow Revenues Lower Costs Manage Workflow Utilize Existing Technology Provide Quality Service Improve Customer Lifetime Value Retain Employees Reduce Staffing Provide Multiple Points of Access Protect Privacy Follow Vertical Regulations Increase Efficiency Ease of Use Increase Response Times Provide Adequate Training Do More With Less Profitable Growth

17 © 2004 Avaya Inc. All rights reserved. Business Communication Strategy Is Critical Technology Strategy Deployment & Management Strategy Technology Strategy Deployment & Management Strategy Business Strategy Business Communication Strategy and Architecture enables drives

18 © 2004 Avaya Inc. All rights reserved. Blending Business and Operational Strategy The Historical Contact Center Challenge Efficiency (Cost Focus) Efficiency (Cost Focus) Effectiveness (Revenue Focus) Effectiveness (Revenue Focus)

19 © 2004 Avaya Inc. All rights reserved. Riding the Contact Center Waves Efficiency Focus Customers As Transactions Effectiveness Focus Customers As Assets “Help Desk” Strategy: Call Efficiency Tactic: Get Calls Resolved Quickly “Help Desk” Strategy: Call Efficiency Tactic: Get Calls Resolved Quickly Call Center “Efficiency” Strategy: Increase Agent Productivity Tactic: Knowledge Base Tools Call Center “Efficiency” Strategy: Increase Agent Productivity Tactic: Knowledge Base Tools “Post-Internet” Call Center Strategy: Cut Costs Efficiency Tactic: Call Deflection and Migration to Non-phone Channels “Post-Internet” Call Center Strategy: Cut Costs Efficiency Tactic: Call Deflection and Migration to Non-phone Channels “Contact Center” Strategy: Generate Revenue Tactic: Blending Marketing and Service “Contact Center” Strategy: Generate Revenue Tactic: Blending Marketing and Service “Call Center” Strategy: Automate Service Tactic: Automated Issue Tracking “Call Center” Strategy: Automate Service Tactic: Automated Issue Tracking Extended Contact Center Strategy: Balance of Efficiency & Effectiveness Extended Contact Center Strategy: Balance of Efficiency & Effectiveness

20 © 2004 Avaya Inc. All rights reserved. Today’s High Performance Contact Centers Will… Be revenue centers, not cost centers Be the primary channel for customer relations, including support, sales and marketing activities Offer timely and accurate information to customers Be the central source of data for management decision- making that involves the customer Expand into Web-based channels Allow technology to unburden routine tasks Employ clusters of highly trained and empowered service reps, who have at their disposal a vast, multimedia and integrated network of customer data

21 © 2004 Avaya Inc. All rights reserved. How Companies Are Addressing an Efficiency/Cost Savings Focus Site and Server Consolidation –“Flatten, consolidate, extend” Lower operational costs (systems/software/people) Increased efficiency of interactions (“one and done,” “right place, first time”, etc) Call avoidance and containment using natural language and self-service Automated agents Offshore, near-shore and outsourced contact center operations Operational Efficiency

22 © 2004 Avaya Inc. All rights reserved. How Companies Are Addressing Effectiveness/Revenue Focus Advanced segmentation based on customer lifetime value (CLV) or other higher-order customer models Up-sell/cross-sell/saves based on customer segment Knowledge management Predictive customer analytics Predictive call routing Blended operational and business reporting Personalized Customer Care

23 © 2004 Avaya Inc. All rights reserved. Make Money and Save Money Delivering Significant Lift in Both Areas - Simultaneously Significant ROI Efficiency (Cost Focus) Efficiency (Cost Focus) Effectiveness (Revenue Focus) Effectiveness (Revenue Focus)