Avaya Workforce Engagement Customer Presentation (mar 2023).pdf
- 3. 3 Customer Experience is Everything Customer Experience is Measured in the Quality and Consistency of Customer Interactions and the Relationship Customers Have with Your Brand “We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.” “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.” “What ever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.” - Jeff Bezos - Steve Jobs - Richard Branson - Walt Disney
- 4. 4 And it Starts with a Single Interaction… …And Lasts the Entire Customer Journey Learns of new product Asks social media for recommendations Video chat with agent Orders product on tablet Signs up for confirmations via email and SMS Signs up for shipping alerts Receives text of delivery Checks mobile app for support plan Chats online with chat bot Each Customer Interaction Contributes to the overall Customer Experience Which drives higher Customer Engagement And increased Customer Lifetime Value!
- 5. 5 Why Organizations Invest in Customer Experience Source – Avanade and Sitecore, Customer Experience and Your Bottom Line, 2017 For every $1 spent on Customer Experience strategy, companies are seeing a $3 return +20% Improvement in sales cycle acceleration +19% Increase in sales revenue +20% Increase in customer loyalty +22% Increase in customer lifetime value
- 6. 6 Key Customer Experience Challenges CX Leaders ▪ Customer dissatisfaction ▪ Challenging customer acquisition and retention ▪ Achieving revenue and profit expectations ▪ Compliance ▪ Business continuity Managers and Supervisors ▪ Inadequate CX due to limited interaction options, long wait times, poorly enabled agents, and more ▪ Poor performance management ▪ Complex, time consuming scheduling Agents ▪ Increased workloads ▪ More complex inquiries ▪ Lack real-time guidance and support ▪ Infrequent coaching and training ▪ Lack of flexibility to work-from-home tools
- 7. 7 Avaya Workforce Engagement Building Blocks for Creating Long Term Customer Loyalty and Maximizing Performance Integrated Workforce Engagement Suite Quality Management Performance Management Coaching and eLearning Speech Analytics Desktop and Process Analytic) Customer Feedback Call and Screen Recording Forecasting and Scheduling
- 8. 8 AI Infused Insights Everywhere Collect Collate Analyze Infuse 8 Real-time analytics Dynamic Knowledge Customer Journey Sentiment Analysis Voice of the Customer Next Best Action ERP CRM Desktop Activity Orders Transaction History Billing Website Visits Digital Campaigns Recordings
- 9. 11 Call Recording ▪ Full-time enterprise call recording, tagging and archiving ▪ Quickly search and extract actionable intelligence ▪ Get alerts based on call disposition thresholds ▪ Understand why customers are calling using content-driven dashboards and reporting ▪ Enhance compliance, reduce liability and improve customer engagement
- 10. 12 Screen Recording Undetectable back-end process captures desktop activity and keystrokes No need for programming or deep integration Get a true picture on how well agents use Web chat, e-mail and other business applications to serve customers
- 11. 13 Automated Quality Management Help every agent become a superstar through interaction evaluations ▪ Automate scoring for some or all questions on evaluation forms ▪ Get greater insight and consistency than random sampling ▪ Two modes—’automated’ and ‘assisted’— empower users to automate at their own pace ▪ Shift resources from quality scoring to high value activities such as analyzing calls, coaching and compliance
- 12. 14 Adding Value for Operations Automate Coaching and Learning Assign coaching and learning based on KPI and quality criteria shortfall or failure Advanced Rules Capabilities Validates customer or employee input, scripts adherence, interaction or desktop metadata, events or attributes Auto Score 100% Voice Interactions Offers greater insight, objectivity, and consistency Auto Score Text-based Interactions Chat, Email, Messaging and Social interactions Employee Performance Reporting Snapshot and drill-down detail
- 13. 15 Automation for Voice Interactions Offload the task of listening and manually scoring calls ▪ Flexibility to automate • Day one or gradual ▪ Automate at your own pace • Combine auto and manual scoring within the same evaluation form ▪ Improve compliance • Visibility across 100% voice interactions • Surface non-compliant interactions ▪ Increase employee engagement • With consistent and objective quality evaluation
- 14. 16 Automation for Text-based Interactions Expand your quality program to all text-based interactions ▪ Automate scoring for text-based interactions • Web chat, email, social, messaging and feedback ▪ Define rules suitable for text-based interactions • Such as message blocks ▪ Support multi-language forms • Without the need for Text Analytics ▪ Compliance for text-based interactions • Visibility into digital channels
- 15. 17 Comprehensive Visualization of Performance ▪ Employees and Managers • Access and analyze automated scores ▪ Compare Employees • To identify the high and low performers for each question ▪ Identify performance hot spots • Employees and/or questions that require attention ▪ Drill into the interactions • With the lowest or highest scores on each autoscored question, to gain insights
- 16. 18 Performance Management ▪ Track, manage, and improve performance ▪ Consolidates data from disparate systems into actionable KPIs ▪ Advanced scorecards display employee performance ▪ Identify high and low performers ▪ Quickly drill down on best and worst calls ▪ Automatically trigger coaching lessons when performance scores fall below set thresholds
- 17. 21 Voice-to-Text Transcription UNLOCK INTELLIGENCE INSIDE VOICE CONVERSATIONS FOR A BETTER CX AND EX ▪ Higher customer satisfaction, revenue, profitability and loyalty ▪ Improved customer and employee experience ▪ Condensed employee after-call work ▪ Reduced liability risks ▪ Smarter, better-equipped employees ▪ Enables employees to completely focus on customers ▪ Enhanced compliance ▪ Unlock intelligence inside customer conversations Value Resulting in Automatically transcribe voice interactions into actionable outcomes: ▪ Provide employees real-time, contextual, on-screen guidance based on sentiment, words and phrases spoken by customers ▪ Reduce employee after-call work by up to 65% ▪ Identify non-compliance instances, in the moment, as they happen and alert supervisors
- 18. 22 Speech Analytics ▪ Surface actionable intelligence from thousands, even millions of recorded calls ▪ Automatically identifies, groups and organizes words and phrases during spoken calls into trends ▪ Pinpoint cost drivers, trends and opportunities ▪ Improve agent performance, call handling efficiency and accountability ▪ Reveal non-compliance and fraud
- 19. 23 Speech and Text Analytics INTELLIGENCE ESSENTIAL TO IMPROVE THE CX, OPERATIONS AND THE BUSINESS ▪ Improved customer experience ▪ Increased agent performance ▪ Optimized service processes ▪ Enhanced compliance ▪ Deeper insights into process, performance, experiences ▪ Better insights for improving agent performance, call handling efficiency, accountability ▪ Reveal non-compliance across voice and text interactions Value Resulting in Surface actionable intelligence from thousands, even millions of unstructured conversations across calls and text-based interactions: ▪ Across voice conversations, web chat, email, social, contact center notes and survey comments ▪ Automatically identify, group and organize words and phrases into themes and trends
- 20. 24 Real-Time Speech Analytics ▪ Monitor calls in real time to detect words and phrases of interest ▪ Drive actions in seconds: ▪ To agents via on-screen personalized guidance ▪ To managers via notifications ▪ To analysts via reporting using call tags of speech events ▪ Extensive language support
- 21. 25 Customer Feedback Capture the voice of the customer to drive a differentiated customer experience ▪ Collect, analyze and act on customer feedback across all channels ▪ Select survey template or build your own without IT intervention ▪ Get alerts on goals or overall scores ▪ View customer responses, listen to comments and review last recorded interaction prior to calling customers back ▪ Link survey results to scorecards, analytics and reporting
- 22. 26 Customer Feedback Capture the voice of the customer to drive a differentiated customer experience: • Create flexible and customizable surveys for business users, and link results to scorecards, analytics and reporting • Collect, analyze and act on feedback across all modalities • Receive alerts on scores that are important to CX • View responses, listen to comments, and last recorded interaction ▪ Improved customer experience ▪ Enhanced customer acquisition and retention ▪ Improved service processes ▪ Increased agent productivity ▪ Know what customers really think about products and services ▪ Share intelligence across the organization ▪ Save at-risk customers Value Resulting in USE CUSTOMER FEEDBACK TO IMPROVE THE CUSTOMER EXPERIENCE AND SAVE AT-RISK CUSTOMERS
- 23. 29 Put Avaya Workforce Engagement to Work for You Let Avaya care for your Workforce Engagement solution while you care for your customers and agents Create long term customer loyalty by making better decisions, increasing productivity and improving the customer experience Make each customer interaction conversation the best it can be Empower your agents to deliver an exceptional experience while reducing costs and enhancing compliance practices
- 24. 30 www.avaya.com