Le nuove tecnologie a supporto del Contact Center

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

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

Improving Customer Service, Worker Productivity and Business Efficiency Optimizing the Distributed Enterprise for Growth Customers 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 Locations © 2004 Avaya Inc. All rights reserved. Always on: Secure, reliable, scalable and manageable Workers 3

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

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

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

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

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

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

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

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 Contact Center Agents 9 million Workers Servicing Customers 100 million Customer © 2004 Avaya Inc. All rights reserved. Enterprise Workers >400 million 11

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

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

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

Driving Business Results “Help Me Grow Efficiently and Better Serve My Customers” CMO CEO 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 CIO Lower Risk “Our top two business priorities are security & continuity, after that next priorities are numbers 5 and 6. ” 1 COO Footnote: 1. Mercer Management Consulting, interviews with 50 c-level executives, April 2004 2. Lane & Co. , focus group discussions, March 2004. © 2004 Avaya Inc. All rights reserved. 15

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

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

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

Effectiveness Focus Customers As Assets Efficiency Focus Customers As Transactions Riding the Contact Center Waves “Call Center” Strategy: Automate Service Tactic: Automated Issue Tracking “Contact Center” Strategy: Generate Revenue Tactic: Blending Marketing and Service Extended Contact Center Strategy: Balance of Efficiency & Effectiveness 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 “Help Desk” Strategy: Call Efficiency Tactic: Get Calls Resolved Quickly 1970 1980 © 2004 Avaya Inc. All rights reserved. 1990 2001 2002 2003 2004 2005 19

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 decisionmaking 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 © 2004 Avaya Inc. All rights reserved. 20

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 Operational Efficiency using natural language and self-service • Automated agents • Offshore, near-shore and outsourced contact center operations © 2004 Avaya Inc. All rights reserved. 21

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 Personalized Customer Care • Predictive call routing • Blended operational and business reporting © 2004 Avaya Inc. All rights reserved. 22

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