Webinar - The Modern Contact Center

Integration and Analytics for the Modern Contact Center

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Proprietary statement

This document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon's service.© 2016 Verizon. All rights reserved. The Verizon name and logo and all other names, logos and slogans identifying Verizon's products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.3

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The competitive landscape

Whether reaching customers proactively or predicting their needs, we’re no longer just contacting them. We need to move from contact centers to experience centers.Customer experience is the new battleground for differentiation. Does your contact center have the integrated capabilities to become an experience center?

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Your ecosystem

Your contact center

Tech support

Finance

Sales

Shipping/Receiving

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Verizon Virtual Contact Center

Virtual Contact Center offers the pieces to help you tie together your ecosystem and improve your customer experience and internal efficiency.

Virtual Contact Center

• Call and screen recording• Quality monitoring• Workforce management• Toll free• Reporting and analytics• Speech

• Professional services• Interaction routing/

universal queue• Social monitor and CRM• Multimedia• Outbound calling• IP IVR

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Improving the customer experience

Detailed segmentation and predictive analytics• Target and trigger specific

demographics, attitudes, buying behaviors.

• Improve messaging.

Actionable information• Empower agents both

before and after transactions.

Training opportunities• Automate the

performance management process.

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Improving internal efficiencies

Developer forums• Use RESTful application programing interfaces

(APIs), software development kits (SDKs) and developer portal.

Enterprise presence• Show agents if colleagues throughout the

organization are present with information from Microsoft® Lync® or other sources.

Comprehensive scheduling and workforce management• Monitor key metrics such as contact

volume and average call handling time.

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Types of analytics

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Standard types of analyticsDesktop analytics• Extract text from Microsoft Office,

Internet Explorer® and many other desktop apps.

• Capture specific types of interactions through event triggering.

• Extend your call recording investment.

Speech analytics• Spot keywords/phrases.• Create confidence scores and

detect silences.

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Complex analytics

Multi-channel text analytics • Extract information through a variety of

channels: chat, email and social media.• Analyze all the channels your customers

use to get a 360-degree profile of communications.

Self-service analytics• Spot keywords/phrases.• Discover where your processes

need improvement and where your customers are opting out.

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Survey tools

Choose from a number of customer satisfaction survey options.

Offer surveys immediately after calls end.

Measure customer retention.

Use feedback to coach agents or give them kudos.

Summarize and analyze feedback with reports.

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Integrations

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The benefits of integration

At the agent level:• Help reduce call-handling time with automatic

computer telephony integration (CTI) screen pops.• Eliminate screen switching

with intuitive interface.

At the application level:• Gather data directly from leading

and custom CRMs.• Automatically record call details

in your CRM.

Get better insight into your customers and create connections that inspire customer loyalty.

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Agent for Salesforce

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Using Salesforce to find the right agent

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Analytics for the agent

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Put everything in front of the agent with inContact InView.

HR Phone

InView

Workforceoptimization

Surveys Finance

Customdata

Qualitymanagement

CRM

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Agent dashboard: InView Navigation menu

User info

MessagingAchievementsChallengesAnnouncementsWork aidsCoaching

Modules

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Agent dashboard: InViewPage name

Dashboard

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Analytics in action

By providing near real-time visibility into agent activities, InView helps:

Give management a better view of contact center events.

Enhance supervisor effectiveness and efficiency.

Increase agents’ productivity and proficiency.

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Reporting

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Standard reporting

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Custom reporting

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Getting started with analytics and integration

Start small and scale up.

Decide what is manageable for your contact center. In what area would you benefit the most from more insight?

Be consistent.

Take advantage of your findings: Make them actionable.

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Make analytics your differentiator.

• Data can (and should) be a tool in your arsenal—not a scary monolith that’s hard to understand.• Analytics can help many levels in

the organization. It’s not just for long-term strategic purposes.• Analytics can help remove biases

and reduce mental errors or reliance on unsound or inconsistent methods.

Thank you.

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