Avaya Customer Experience Management:Leveraging technology to improve productivity and enhance customer experience

Sreedhar VenkatramanDirector – Sales Engineering, India & SAARC

© 2012 Avaya Inc. All rights reserved. 2

Increasing Economic Pressures

Changing Patterns ofCustomer Service

Increasing Customer Expectations

Today’s Customer Service Reality

Increasing Competitive Pressures

© 2012 Avaya Inc. All rights reserved. 3

The Autonomous ConsumerKey Drivers for New Customer Service Reality

Customers Expect Personalized, Contextually Relevant Engagement

Source: Avaya and BT, The Autonomous Customer, January 2013

have interacted with a company via social media55%

39%used their smartphone to comment on Facebook or Twitter about service received

say convenience is more important than price1 in 368%

would like web-chat offered while on company web site

100%Video usage at home has increased by

55% would like to have their questions answered by video-chat

Always want to multiple channels available82%

say organizations make it easy to switchbetween different channels17%

94%would like to be able to email the same agent they talk to

58%say they get better help from other consumers than call center agents

Uses Social Media Regularly

Frequently Starts on Mobile

Uses video regularly

Uses multiple channels

Empowered

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Future Enablers of Customer ExperienceNow and Beyond

Right Media, Right Time

Enterprise wideEngagement

Actionable Insight

1. Avaya and BT, The Autonomous Customer, 20132. Wall Street Journal, April, 2011

Customer Experience Drives Brand and Customer Lifetime Value

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How Will You Keep Pace?

Are my processes, people, culture connected to my customer experience strategy?

Will my current technology enable the growth that I need…?

Does my current enterprise Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?

Do I appreciate the impact customer experience could have on my organization’s brand and bottom line?

Can I deliver a sustainable, growing ROI from my customer experience investment?

How do I ensure that I constantly improve the customer experience…?

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Right Media, Right Time

From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience

Enterprise wideEngagement

From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes

Actionable Insight

From Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on It

Imagine…Creating a Whole New Customer Experience…

For Each Customer, Every Time

“Customer Experience Management;Managing customer relationships as strategic assets,

converting satisfied customers to loyal customers,

and loyal customers to brand advocates.”

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Customer Sees One Company

Company Sees One Customer

Predict, Anticipate, and Respond

Holistic, Personalized Customer Experience

Our Unique ApproachThe Contextually Aware, Persistent Customer Experience

Application of All Relevant Context including Information, Resources and Processes

Connecting All Interactions as a Seamless Experience

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Managing Complex Interactions Leveraging ContextCreate Frictionless Service, Make Life Easy, to Differentiate

Technical Support

Type of Issue

Basic Troubleshooting

Description of Problem

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Business Problems and Challenges

Increasing Economic Pressures

Changing Patterns of Customer Service

Increasing Customer Expectations

Increasing Competitive Pressures

Accommodate new modes of service? Improve customer satisfaction?

Drive customer lifetime value? Reduce cost to serve and improve productivity? Simplify operations?

Know and treat each customer individually? Tailor service to meet different needs?

Retain existing, and acquire new, customers? Innovate customer service and differentiate

brand?

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Devices

Avaya Customer Experience FrameworkConnected to a Larger Ecosystem

Your Customers

Business Applications

Contact Center

Enterprise Resources

OutsourcersSupply Chain

Business Processes

Collaboration Framework

Networking Equipment

Collaboration Framework

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SIG

NM

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PERFORMANCE AND ANALYTICS

EXPERIENCE MANAGEMENT

INTERACTION

Open Framework to Connect with Avaya, Third Party and Competitive Solutions

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Our PromiseDelivering Tomorrow’s Customer Experience Today

Innovative, Market-Leading Ideas

Proven and Reliable Solutions

Business Results-Driven Focus

Your Path, Your Pace, Your Choice