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How to get more value out of customer interactions by blending online with voice services
Stefan HopmanneComm Fall Amsterdam 30.10.2009
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•Web & Voice Convergence
•Usability Expectations
•Image AwarenessCost Sensitivity
•Service Fragmentation
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ServiceService ServiceServiceService
Network & Enabling Services
APIReporting Admin QoS SupportAPI API APIIdentity ... SMS/MMS Call Setup
API
* API = Application Programming Interface
...
• Complexity
• Path of Definition
• Value Generation
Short headShort head
Long tailLong tail
•Create standard enabling layer
•Pave the way through hook service deployment
•Sell & support
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•Explain
•Demonstrate
•Adapt
•Convince
•Implement
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Save Time
Online Self Diagnosis
Dynamic Placement
Reporting & no-Answer-Mgmt
…by blending online with voice services:
Call Setup API – Click2Call Service
Save TimeTurn
Contacts into Sales
Report on
Marketplace
Efficiency
Online Self DiagnosisContext
Information
Dynamic Placement
Callback option
Reporting no-Answer-Mgmt
How to get more value out of:
Online Customer Interactions
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Call Setup - more than an API
•Seller of car does not answer or is busy– Gets email with CallerID, Subject, Timestamp
•Seller of car has limited opening hours– Possibility to request callback
•Seller has various sales people responsible for cars– Routing to correct person
•Repeated use– Browser will remember your phone number
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•One Size does not fit all
•Know the technology
•Work hard on capabilities
•But know the customer – Their pain points– Their needs– How to get them
excited
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Contactinformation
Stefan Hopmann
Swisscom AGStrategy & InnovationHardturmstrasse 3CH-8037 Zürich
Phone +41 44 273 73 [email protected]
www.swisscom.ch