Nuance. Ray Hines

Transcription

1 Nuance Ray Hines

2 Today s Global Leader in Customer Care World-class people, experience and technology 20+ years developing customer care solutions World leader in speech and customer interaction technology development Largest global provider of speech, DTMF and text solutions hosted, on premise, or on device 1,200+ solutions experts in professional services Deep industry experience in Healthcare, Utilities, Telco, Banking, Travel, Insurance, Retail and more Core competencies in Interactive Voice Response (IVR), Speech, Computer Telephony Integration (CTI), Desktop and integration with legacy systems

3 NUANCE SOLUTIONS Inbound Caller Authentication and Verification Caller Intent and Routing Self-Service Solutions (Speech and Touchtone) Outbound Proactive Notifications and Alerts Personalized Multi-Channel Interactions Customer Subscription Management Mobile Care Device-Based Self-Service Options Solutions for Open and Closed Handset OS Productivity CTI Routing and Screen Pop Customized Desktop Applications Reporting and Analytics

4 General State of Utility Contact Centers Utility contact centers are somewhat smaller than other industries Centers tend to be unionized, and have good, experienced agents Tend to be behind the curve in terms of robust CRM IVR tends to be DTMF. While more utilities are deploying speech it s often very basic The goal has been to minimize cost above delivering a great customer experience. The web-channel has not been fully exploited. While in other industries there is a bit push to the web, utilities web sites tend to drive calls to the contact center. Speech in Utilities No Speech 36% Considering Speech 14% Have Speech 34% Planning Speech 16% Top Customer Care Challenges Staffing Levels Self-Service Technology Csustomer Satisfaction Other Energy Prices CRM System Upgrades Call Volume Growth Budget General Technology Collections New Billing System 27% 15% 11% 9% 9% 8% 6% 6% 5% 2% 2%

5 What Nuance Has Seen in Past Engagements Trend Summary IVR Platform Change - New redesigned applications balancing cost savings with customer experience Focus on the Bill - Pay Bill options (Inbound and Outbound) Computer Telephony Integration (CTI): - Segmenting callers (past due) Cost Savings - Self Service Containment + Reduced AHT Customer Satisfaction - Proactive communication with customers - Consistent IVR and Web Customer Service Analytics Using data to improve the customer experience AMI/SmartGrid -Freeing up agents to handle more complex tasks - Future proofing investments - Growing interest in mobile and Web apps for billing, energy usage/tracking

6 General Utility Overview Focusing on customer experience more Focusing on customer complaints: Factoring in customer experience in an industry that typically did not focus on it will be a challenge Smart Grid & Consumer Participation How will it affect my customers (benefits vs. rate increases) How will affect how I communicate with my customers How to remove costs from the contact Bill pay, delinquent bills, appointment confirmation, planned power outage, power restoration notification, and more Improve agent efficiency and reduce call times Proactively communicate w/ customers, most never contact utility Targeting markets for new business Appliance service

7 General Utility Overview New advanced CRM systems Not on a par with other industries in terms of CRM systems Multiple systems for customer functions Moving towards web services Customer service Balancing service and costs Make it easy to do business with (Pay bill) Customer Satisfaction studies & Analytics IVR Speech becoming more pervasive Direct calls quickly and efficiently, routing Improves caller experience Dynamic application functionality to solve complex tasks

8 Service Trends Appointment Reminders Outage Notifications Disconnect Warnings Employee Notification Intelligent Dispatch AMI Notification Enhancements Outbound/Inbound SCADA Alerts and Escalations Payment Reminders Field Automation Customer Service A Commitment to Caring Outage Management System Staffed Social Workers 8 Credit Card Payment Enhanced Collections Multi Channel Interactions Flexible Service Network Meter Reading Reliable Service Remote Connect / Disconnect

9 UTILITIES SOLUTIONS SAMPLING Inbound CUSTOMER CARE Start/stop/transfer service Meter reading PIN administration Request information Pay station locator Rebate information ACCOUNT MANAGEMENT Address/name change Bill pay Usage inquiry Payment arrangements Payment and credit history Duplicate bill request FIELD SERVICE ASSISTANCE Ticket management Storm recovery Asset inventory Condition assessment Call routing/dialer OUTAGE/TROUBLE REPORTING Outage reporting Trouble reporting status Outage hotline Outbound Productivity CUSTOMER CARE Outage alerts Outage restoration alerts Appointment confirmation Energy assistance program Peak saver alerts Surveys CTI Intelligent call routing Screen-pops Business intelligence Nuance Communications, Inc. All rights reserved. COLLECTIONS Payment reminders Account suspension Shut-off and curtailment CORPORATE COMMUNICATIONS Product and market updates Corporate announcements Surveys Field crew scheduling Emergency situations Welcome calls Custom Desktop Linking data and contact center systems Data delivery and capture forms, formats and reports 9

10 Summary The nature of customer care in the contact center will change Higher call volumes More complex calls Integration of SmartGrid data with the agent desktop Operating budgets under continued pressure Accommodate new call types and volumes Maintain regulatory support such as state-specific ASA Speech and Call Steering adoption to better understand caller intent Growing interest in mobile and Web apps for billing, energy usage/tracking Investment in outbound communications to continue Power Outages Proactive communication on outage and time to restore Billing - Realtime SMS Texts on consumption, approaching monthly usage goals Account Management - Outbound calls on recommendations to reduce bill with alternative energy or more efficient use of appliances