IPnett Contact Center Workshop, OSLO 4th December, AVAYA

Avaya Contact Center Update

December, 2013

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Agenda

Key Trends

Customer Experience Management

How to get there

What’s next

Practical Roadmap

Summary

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Avaya Contact Center Solutions

Customer Service Trends

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Trends 2013 / 2014

2013

Rich media / consistent

service across channels

Mobile

Social Media

Personalization

Proactive Outreach

Analytics/Big Data

2014

Voice of the Customer

Knowledge

Management/Context

Mobile

Social Media / Video / Collab.

Cloud

Analytics/Big Data

GamificationNemertes, Forrester, Avaya, BT

Voicetrust, Avaya, InContact, Vivint, Aptean, Logmein

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Customer Experience Management

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Why Customer Experience?

9 of 10 consumers want support while online

BUY MORE from companies that make it

easy to do business

Millennials will stop doing business with a

company after one bad experience

say they constantly change how they deal

with organizations

% using channel to communicate with organizations

WEB CHATINTERNET

SELF-SERVICE

PHONE

TWITTER, FACEBOOK

STORE

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$243Companies that prioritize

the Customer Experience generate

60% higher profits than their competitors

A 5% increase in customer retention

can increase profits by 25%-

125%

Repeat customers spend 33% more than

new customers

62% of Senior Executives have their compensation tied to

Loyalty Scores

On average, companies churn

50% of their customers every 5

years

68% of customers leave because of the treatment they have

received from customer service

Many companies lose 20% of more of

their customers within the first 12 months of getting

them

A 2% increase in customer retention has the same effect as decreasing costs by 10%

“Our primary focus is on strengthening the customer experience in order to raise customer retention. To us, a 1% increase in retention equates to $700M.

Alicia Boler-Davis,VP Global Quality & Customer Experience

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The Upside of Getting it Right: Better Experiences Can Drive Revenue

Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012”

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CXi Leaders 22.5%

S&P 500 Index,-1.3

CXi Laggards-46.3%

-50%

-40%

-30%

-20%

-10%

0%

10%

20%

30%

Cu

mu

lati

ve

to

tal

retu

rn

The Upside of Getting it Right: Better Experiences Drive Better Returns

Source: Forrester and Watermark Consulting

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Buy OwnSelect

Purchase

ResearchReceive

Onboard

Use

Maintain

Promote

Renew

Interesting! Find Out More!

Place anOrder

Receipt and Setup

ChasingOrder

Learning to Use Product

Making aPayment

TroubleshootUpgrade

DisconnectLeaving

Retain & Winback

Promotion Offer

Feel & CompareProducts

Mobile/Web Research

The 360 degree Customer Journey

BreakdownDamage

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Buy OwnSelect

Purchase

ResearchReceive

Onboard

Use

Maintain

Promote

Renew

Interesting! Find Out More!

Place anOrder

Receipt and Setup

ChasingOrder

Learning to Use Product

Making aPayment

TroubleshootUpgrade

DisconnectLeaving

Retain & Winback

Promotion Offer

Feel & CompareProducts

Mobile/Web Research

Driving Lifetime Value Enhancing Interactions

Enabling the 360 degree Customer Journey

Advanced Wait Treatment

Advanced Wait Treatment

Callback Assist

Callback Assist

Enterprise Call RoutingEnterprise

Call RoutingAutomated Chat Email, Speech

Automated Chat Email, Speech

CC MobileCC Mobile

VideoVideoSocial MediaSocial Media Security & BiometricsSecurity & Biometrics

BreakdownDamage

ProactiveOutreachProactiveOutreach

Automated Web ChatAutomated Web Chat

ProactiveOutreachProactiveOutreach

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Customer Lifetime Value

Customer Lifetime Value is a prediction of the net profit attributed to the entire future relationship of an Enterprise with a customer

– Typical Metrics include– Net Promoter Score (NPS)

– Willingness to Recommend

Customer Lifetime Value is positively correlated with Customer Experience

Customer Experience is delivered primarily in infrequent interactions between Customers and Enterprises

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Customer Lifetime Value FrameworkOperational KPI Improvements can Drive Successful Top Line Results

Income Statement

Customer Lifetime Value & Customer Profitability

Revenue

Cost

Retention

Loyalty

Advocacy

Acquisition

Support

Retention Rate

Avg. Support Cost

Margin per sale

Wallet Share

Referral Rate

First Contact Resolution

Customer Effort Score

Cost per Resolution

Channel Mix

Total Yearly Spend

Portfolio %

Net Promoter Score

Referral Rate

Overall Support Cost

Acquisition Cost

Average Handle Time

Transfer Rate

Cost per Campaign

Cost per Acquisition

Strategic ObjectivesStrategic KPI’s

Operational KPI’s

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“How much effort did you personally have to put forth to handle your

request?”

Focussing on the customerCustomer Effort Score

NPS : Net Promoter ScoreA great overall relationship level metric; price, product, customer service

CSAT : How someone feels about a specific interaction

CES : A strong predictor of loyalty

NPS and CSAT are not enough

Industry Trends - focusing on customer loyalty

*Source: Harvard Business Review, March 2012

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Three Principles at Avaya

CXO Level Customer

Experience Goals

Contact Center Operations

Transformative New Technology

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One Company

One Customer

ProactiveAnticipate, and Respond

PersonalizedAcross Channels &Over Time

Our VisionThe Aware Customer Experience

Aware of Relevant Context including History, Resources and Processes

Connecting Interactions across Channels into a Seamless Experience

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Next Steps

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Recording

ClientEMAIL

WEB

Automated

Business Applications

Social Media

AACC

Multi-channel, unified-view with rich context

IM

Agents

ExpertExpert

ExpertScanned Docs / FAX

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Customer Experience ManagementCustomer Service “On the Go”

Technical Support

Type of Issue

Basic Troubleshooting

Description of Problem

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Contact Center

Actionable Social Media

Customer

Business Contact

Business Partner

432 Actionable Mentions

Keyword Driven

LanguageSentiment

ManagedAgents

Contact CenterBlended

Agent Routing

AACC, CC7.x, AIC

Reporting Metrics / KPIs tracking / SLAs

Public Cloud

sales

support

marketing

CC Ready?•Governance•Agent readiness•SLAs

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Click to TalkClick to Video

CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK

AGENT

CUSTOMER

TEXT CHAT

APPLICATION SHARING

Web and Video

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Throughout Every Customer Interaction…Avaya Self Service Plays a Role - Beginning to End

• Segment customers• Intelligently match work to resources• Personalize wait treatments

• Collect customer feedback

• Process payment• Proactively notify

• Automate transaction• Automate web chat• Process payment

• Proactively notify• Offer call back • Collect information • Authenticate customer

Self Service…

…In Front

…During…At the

End

Exceptional, Targeted, Personalized, Accessible Customer Experience Every Time

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Inbound

Outbound

Avaya Vision Simplify Customer Experience Orchestration

Outbound Notifications

Payment Reminder

Product Promotion

SubscriptionRenewals

ProductSupport

Corporate Directory

Ordering and Payments

Apps

Self S

ervice

Contact CentreCustomers

Orchestrate phone, email, SMS text outbound and phone and video

inbound interactions – all from one platform

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Efficient Workforce ManagementC

all

Volu

me

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Detailed process reporting allows for the identification of critical process variances, missed steps and non-compliance

Process Discovery

What we think is happening:

What is actually happening:

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Avaya Speech and Call Flow Analytics

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Full Voice of the Customer Dashboard

A Single View with

Comprehensive Voice of the Customer &

Relevant Operational Metrics

Tailored to the each users role, scope, and needs

Dashboards were previewed in r11- But r12 gives full use with many new views inc:

– Quality Monitoring

– Speech Analytics trend results

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What is it?

Avaya Customer Feedback

EFM

IVR

Email

Web

Mobile

Panels

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A glance to the future

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Evolution Path to Experience ManagementInteraction

Today Next On the Horizon

Web & voice self service 360° multi-media experienceCompletion of transactionSimplified implementation

Automated and assisted service working together as the ultimate agent

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Evolution Path to Experience ManagementExperience

Today Next On the Horizon

Predictive routing to best agent

Expand into enterprise and other business processes –2 way communication

Sophisticated matching driven by dynamic customer value and business need

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Evolution Path to Experience ManagementPerformance

Today Next On the Horizon

Statistical reporting:Abandon rates Service indicators

Speech analytics100% ListeningSimple “Google like” query Contact Flow analytics

Harness big dataMultiple sourcesPerformance, power, accuracy

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Putting it into the Practice

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Avaya Aura Contact Center Roadmap

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Summary

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Our Commitment

Solution path forevery customer

Experience management vision by leveraging existing investments AND easily adding new applications along the way

Simplification

Packaging for mid market and enterprise -product and professional services

Customer choices

Deployment models: virtualized data centers, CAPEX/OPEX choices

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Avaya Collaborative Cloud™ PortfolioScalable and Extensible for UC and CC

Next Gen Public Cloud

Avaya OperationsServices

AvayaCollaboration Pods

Hosted Cloud EnablementPublic Cloud

Managed Private Cloud

Private CloudBuild Out

CAPEXPerpetualLicense

On-Premises

OPEXSubscription

LicenseCloud

Build Manage Enable Deliver

AvayaOn-Premise

UC/CC/VideoProducts &

Services

AvayaUC/CC/Videoas-a Service

Priva

teP

ublic

Hyb

rid

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Ten Reasons to Consider Avaya

Avaya has a Complete Solution

Strategic Communications Consulting

World Class Products

Trusted and Tested Benchmarks

Fast Integration with Popular Monitoring Software

Leading Partnerships

Thought Leaders who know Social Media

We know Contact Centers

Trusted Brand Name

J.D. Power and Associates Recognized

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