How can Unified Communications Enhance the Contact Centre? Russell Tilsed UK Public Sector Sales Director David Chase Market Segment Analyst

Transcription

1 How can Unified Communications Enhance the Contact Centre? Russell Tilsed UK Public Sector Sales Director David Chase Market Segment Analyst

2 What could the impact be of combining unified communications and the contact centre in your organisation?

3 A 300% increase in productivity - What has changed in the marketplace to enable this - Where is the proof (Research)? - And then, the real proof! (Customers are already doing this!)

4 The Enterprise Engagement Challenge Important Moments of Engagement Resulted In Moments of... Islands of communication chat, phone, video, Inaccessible specialists and expertise across the company Fragmented systems of record: unavailable to employees who need it Lack of engagement insights - Can t anticipate needs, Can t improve I Don t Know

5 Enterprise Communication: The First Two Waves Wave 1: On-Premise Wave 2: Point Cloud Solutions Contact Center Messaging Telephony Video Conferencing CCaaS Video Meetings UCaaS Lower TCO Productivity Increases 5

6 Silos within Silos lead to I Don t Know Systems of Engagement Collaboration Contact Centre Conferencing Telephony Systems of Record ERP Help Desk CRM

7 Enterprise Communication: The Third Wave Wave 1 On-Premises Wave 2 Point Cloud Products Wave 3 One Cloud Engagement Solution Contact Center Messaging All Customer & Employee Interactions Telephony Video Conferencing CCaaS Video Meetings UCaaS One System of Intelligence One System of Engagement Systems of Record Lower TCO Productivity Increases Even Lower TCO Revenue Acceleration 7

8 UC and Contact Centre Convergence - Stats! Improvement in first contact resolution rates 280% Improvement in agent productivity Improvement in customer satisfaction rates 300% 320% 8

9 51% of companies use at least 8 channels within CX programs. 9

10 Disjointed Business Communications Impact Ability to Better Serve Customers Top Reasons Why Firms Struggle Using Customer Data (n=162) Disparate data sources and systems make it difficult to have a unified view of customer data All Respondents 45% Insufficient data 41% Data quality 38% 10

11 Make UC An Integral Part of Agent Experience Programs 11

12 Unified Communications & Contact Centre at a Global Scale 1M + 1.2k + 6 Time Leader 89 Countries Business Users Global Employees Global Coverage Global Voice Contact Centre IM Virtual Meetings Collaboration Analytics

13 X Series One System of Engagement X6 X8 More intelligent customer interactions Integrated voice, , webchat and social Advanced speech and interaction analytics Predictive outbound campaigns Quality, collaborative performance mgt X4 Speed to resolution One-click subject matter expert access CRM integration Customer engagement analytics X2 Integrated global engagement suite with analytics Unlimited global calling across 46 countries Cross-platform team messaging Interaction analytics Efficient, intelligent engagement One click from voice to chat to video Google integration Mobile to desk/conference phones to desktop One System of Intelligence

14 Sample Customers 1 to 250 EMPLOYEES 250 to 1,000 EMPLOYEES 1,000 to 5,000 EMPLOYEES 5,000+ EMPLOYEES

15 8x8 Customer Success: AVDC 8x8 has enabled us to completely eradicate our siloed, fragmented legacy environment and replace it with a cohesive communications infrastructure that spans the organisation - Andrew Grant, CEO, AVDC AVDC AVDC Aylesbury Vale District Council (AVDC) supports over 180,000 residents, managing a wide range of services, from refuse collection to housing. Industry: Local Gov Location: Aylesbury (duh!) 8x8 Products: X2, X8 Business Challenge Before working with 8x8, AVDC was considering how it would continue to meet and improve its customer service across the board, whilst also managing government cuts to funding. The desire to transform via an infrastructure free model had been agreed at board. Why 8x8 Ability to unify communications across entire company Cloud-based, reliability, intuitive centralized management Enables AVDC personnel to deliver a unified customer experience from any of its locations. Facilitates the integration and automation of back-end functions to efficiently provide call center agents with the information they need to help their customers. 15

16 Come and visit us at Stand N334 For tips, updates and the latest information facebook.com/8x8inc linkedin.com/company/8x8 youtube.com/8x8inc 2018, 8x8 Inc.