Intelligent Customer Self Service. Dr. Joachim Stegmann Deutsche Telekom Laboratories
|
|
- Reynard Goodman
- 6 years ago
- Views:
Transcription
1 Intelligent Customer Self Service. Dr. Joachim Stegmann Deutsche Telekom Laboratories
2 Contents. Motivation. Customer Concern Completion. Customer Insights and Quality Management. Multimodal Self Services. Content and Application Management. Enabling Technologies. Conclusion. Deutsche Telekom Laboratories
3 Motivation. How to become best-service company? Human communication over the phone can be rather cumbersome! But the real challenge is: How to become best service company at lower cost? What customer wants Service costs How customer tells it to the operator What the customer really needed Best service with reduced budget? How the operator understood How the operator really solved it What the customer really needed Deutsche Telekom Laboratories
4 Approach. Intelligent interaction for best service and cost control. Customer Concern Completion Customer insights & quality management Segment analysis and user research. Development of use cases. Quality management for process optimization, e.g. voice analytics. Multichannel & multimodal self services Unified processing of contacts by phone, /sms, web, and mail. Voice self services. Visual communication and multimodal interaction. Content & application management tools Rapid prototyping and maintenance of customer selfservice applications. Evaluation, optimization, and enhancement of existing tools. Automated Application Building MMUI Design Content-to-Speech Enabling modules and solutions Multimodal Interaction Management Natural-Language Processing Audio Mining Semantic Domain SLM Modeling Computer Vision Deutsche Telekom Laboratories
5 Customer Concern Completion. Avoid lost contacts and maximize immediate service. Example DTKS voice services Service options How options are used Immediately served Asynchronous service Lost Fully automated by IVR + enhanced technology Agent (after IVR classification) Automated Feedback (after VoiceBox) Agent callback (after VoiceBox) Lost Contacts (in dialog or waiting queue) Prepaid Customers Today Short-term goal Long-term goal 0% 25% 50% 75% 100% Loss rate reduces by: Asynchr. service Better technology 20% lost 95% automation Deutsche Telekom Laboratories
6 Customer Insights & Quality Management. Evaluate use cases and ensure superior user experience. ISO 13407: Human centered design process for interactive systems Improved automation processes Following a user-centered development process to achieve the most appropriate procedure for automation. Meets requirements 1. Plan the Human centered process 2. Specify the context of use Define target group specific use cases. Draft interaction flows for e.g. visual communication. Iteration loops for refinements. 5. Evaluate designs against user requirements 3. Specify user & organizational requirements 4. Produce design solutions Deutsche Telekom Laboratories
7 Customer Insights & Quality Management. Quality management in contact centers. Targeted at staffed call and contact centers. Automatically monitor and control customer interaction with agents (close to 100% of calls). Analysis of conversations for quality management and marketing purposes Prioritize calls for human monitoring (small percentage of calls). Technical Setup IVR Call statistics KPI Stress/Emotion Customer(s) Agent(s) Recording Transcription Keyword Spotting Data Mining/ Statistics Speech Analytics Performance Indication/ Action Items Two complementary, main drivers for positive business case. Improved efficiency for call center supervisors. Constant monitoring of KPIs, statistics suggesting improvements (cross-checks with marketing). In-domain knowledge and confidentiality needed for successful operation. Deutsche Telekom Laboratories
8 T-Mobile Voice Portal Customer Insights & Quality Management. Online Statistics Tool. Caller fixed network Caller mobile network SM Contract AGENDER PK Online Statistics Tool Info- Modul EMO PK SM Prepaid LID PK Automatic age, gender, and language identification are performed once per call, emotion detection (anger) for each utterance. After classification, data is transmitted to a statistic server and combined with the call ID. Every 24 hours the results are sent to the Data Warehouse system. Currently, 25,000 calls are analyzed each day. Statistic Server Data Warehouse Evaluation for Customer Care and Marketing purposes Deutsche Telekom Laboratories
9 Customer Insights & Quality Management. Example of results from Online Statistics Tool. Tariff options Which tariff options are used by the different customer segments? Example Roaming : 100% 80% 60% 40% 20% SENIORS MID F MID M YOUNG F YOUNG M KIDS Monitoring of angry callers Caller satisfaction in voice portal is constantly evaluated with an emotion thermometer. Enables short-term actions in case of decreasing customer satisfaction. Emo-Thermometer T-Mobile Deutschland % 100 % 0% w orldclass w eltw eit xtraroaming are delighted get relaxed mixed mitigation needed anger Xtraroaming is preferred by KIDS (Prepaid). YOUNG M and MID M use more worldclass (Postpaid). Deutsche Telekom Laboratories
10 Multimodal Self Services Overview. Multimodality improves attractiveness of customer service. Interactive Voice Response (IVR) turns out to Interactive Media Response. Increase degree of automation and first done rate in customer self care. Enabling Modules Media Response Layer + Video IVR + Multimodality + Pre-qualification Menu-driven functionality support Rich animated media support Intuitive dialog with life-like corporate head + Personalization + Analytics + Automation Voice Only + Self Care + QA System Quick Fix Interactive Service Communication One-to-many configuration Deutsche Telekom Laboratories
11 Multimodal Self Services: Use Cases. Menu-driven functionality support. Customer heard about NaviGate She wants to use it on her mobile phone. Concern Multimodal Contact Center (MCC) Support Hello How can I use my navigation? Automated Process Installation and usage: Visual setup procedure. Trouble shooting: Clear step-by-step solution. That was easy! Now I would like to find Customer contacts MCC MCC sends solutions Customer resolves Customer Value Chain Get solutions everywhere Time saving Comprehensible Deutsche Telekom Laboratories
12 Multimodal Self Services: Use Cases. Rich animated media support. Customer wants to setup her new IPTV connection and equipment. Concern I want to set up my IPTV? Multimodal Contact Center (MCC) Support Media clip is provided to customer s mobile phone where agent serves and offers step-by-step visual support. Customer can ask further questions or replay support clip at any stage. Any media-capable device Bridging the technology gap: Support for complex issues solution reproducible re-iterative guidance Deutsche Telekom Laboratories
13 Content & Application Management Tools. Harmonizing tools towards a common ground. Realization of cost saving potentials by using common content and application management tools. Provide tool chain for complete application lifecycle Application Development Common workbench One content and application management repository Plattform / App 1 Plattform / App 2 Plattform / App 3 Multiple applications and platforms Nowadays Tools-Environment Next-Level Tools-Environment Deutsche Telekom Laboratories
14 Optimization of technologies First done rate Enabling Modules and Solutions. How to increase service quality? Enhancements of technology Language models for Telekom domain. Combining statistical language models and grammar-based speech recognition. and modeling of domain knowledge Ontologies for Telekom domains. Automated problem solving. increase automation! First in asynchronous services. Later in customer self-service portals. Large-(Open)-domain speech recognition (SLM) Ontology-based self service Immediate Self Service More processes served automatically Async. Service (e.g. VoiceBox) Automated Feedback (Mail, Callback,..) Automation Deutsche Telekom Laboratories
15 Enabling Modules and Solutions. Increase automatic coverage of customers concerns. Key technology: Large & Open domain Speech Recognition my Speedport v700 update! Closed-Domain ASR Open-Domain ASR my wife says our bill is too much this is bad! Good IVR-based service for a few customers with anticipated needs Using fixed grammars or statistical language model Can be automatically learned (cf. CopperCoin) For well-behaved domains (e.g. Intranet) Good speech-based service for all customers even with unanticipated needs Handling of out-of-domain speech Semi-automatic learning of broader models, even on unstructured domains (e.g. Internet) Semi-automatic tuning to specific domains Deutsche Telekom Laboratories
16 Multi-Channel Contact Layer Enabling Modules and Solutions. Knowledge-based language engineering. Key technologies: Knowledge based language engineering, Domain Modeling Increasing service quality by introducing service intelligence for DTKS domain. Evaluation of existing systems for content and application modeling and maintenance (off-line processing). Applying natural language processing (on-line processing). User query Linguistic Processing Information Retrieval (un)-structured domain description Domain knowledge (e.g. ontology) System answer Response Generation Information Filtering To be developed. Existing technologies Deutsche Telekom Laboratories
17 Conclusion. Intelligent customer self service is a solution to provide better service at lower cost. The main objective is to increase the rate of automated customer concern completion based on the following building blocks: Optimize relevant use cases by automatic customer insight generation. Improve usability by multichannel and multimodal self services. Enable rapid prototyping and maintenance with harmonized content & application management tools. The basic technology is available now, however Large & open-domain speech recognition, and Knowledge-based language engineering still have to be improved. Deutsche Telekom Laboratories
Dialogic Digital IVR. Unmatched Interactive Voice Response System. Product Brief
Dialogic Digital IVR Simplicity is the key to customer loyalty, and that means making it easy for customers to get answers and resolve issues. Unfortunately, interactive voice response (IVR) systems are
More informationDigital Self-Service. Tobias Goebel, Director Emerging Technologies April Aspect Software, Inc. All rights reserved rev: Mar 2013
Digital Self-Service Tobias Goebel, Director Emerging Technologies April 2016 2013 Aspect Software, Inc. All rights reserved rev: Mar 2013 AGENDA Experience Continuity Interactive Text Response, NLU DEMO
More informationYes, You DO Need Visual IVR Frequently Asked Questions
Frequently Asked Questions All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic
More informationSpeech technologies powered by AI: transforming enterprise customer engagement
Speech technologies powered by AI: transforming enterprise customer engagement Enterprise Connect 2018 March 14, 2018 2018 Nuance Communications, Inc. All rights reserved. Today s agenda 1 2 Nuance Market
More informationZSmart utalk - Intelligent Customer Service Solution
ZSmart utalk - Intelligent Customer Service Solution Taimoor Khizer Senior Analyst, ZTEsoft 2018 TM Forum 1 Is AI the Future of Customer Service One of the few areas business can differentiate themselves
More informationThanks for Joining the CCE Webinars
Thanks for Joining the CCE Webinars In case you missed any of the webinars in the CCE series, we ll be sending a link following this webinar where you can access all of the recordings. Anthony Stephenson
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationIndependent Software Vendor. Established in A company of Greek interests (Societe Anonyme, privately held)
www.ist.com.gr Independent Software Vendor Established in 1991 A company of Greek interests (Societe Anonyme, privately held) Focus on specific vertical markets: Telecommunications / Banking Presence:
More informationThe Reboot of Voice:
Welcome to Our Webinar! The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond Audio for the Webinar will be broadcast via dial-in phone access and through your computer speakers. To
More informationSpeech Analytics Transcription Accuracy
Speech Analytics Transcription Accuracy Understanding Verint s speech analytics transcription and categorization accuracy Verint.com Twitter.com/verint Facebook.com/verint Blog.verint.com Table of Contents
More informationConsular Service. Unified Communications. Description of our Contact Center Solution
Consular Service Unified Communications Description of our Contact Center Solution 902 80 80 65 Features IP TECHNOLOGY Ten years ago we were pioneers on the research and development of pure IP contact
More informationCampaign Manager for Cisco UCCe/x
Campaign Manager for Cisco UCCe/x A MISTER Call Analytics application Discover Intelligence In today s competitive world, the customer experience is more important than ever. Intelligent contacts management
More informationIT S A CONNECTED WORLD
CREATING MEMORABLE DIGITAL EXPERIENCES EVERYDAY IT S A CONNECTED WORLD In today s connected world, the virtual space is what enables us to share thoughts, feelings, conversations, materials and lives.
More informationAdaptive Management of the Answering Process for a Call Center System
Adaptive Management of the Answering Process for a Call Center System Federica Cena and Ilaria Torre Department of Computer Sciences University of Torino Corso Svizzera 185-10149 Torino (Italy) fede.cena@tiscali.it,
More informationThe Multi-Channel Service Problem: Challenges, Testing, and Solutions
Dr. Gautham Pallapa (gpallapa@west.com) IS Manager Platform, Infrastructure, and Automation Group The Multi-Channel Service Problem: Challenges, Testing, and Solutions Prepared for College 1 of Copyright
More informationDenwa Contact Center HYBRID SOLUTION FOR CONTACT CENTERS
HYBRID SOLUTION FOR CONTACT CENTERS Do you want your system to be on the CLOUD? It is possible! Do you want your system be On-Premises? It is possible! Do you want to create an hybrid between the CLOUD
More informationInbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers
Inbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers Introduction Ensure your contact center provides a better experience
More informationHello and welcome to this Avaya Oceana Fundamentals course.
Hello and welcome to this Avaya Oceana Fundamentals course. Page 1 I have heard quite a lot about Avaya Oceana as the game changing next generation Customer Engagement solution. I would like to understand
More informationCustomer Care Services
Customer Care Services Traditional Technology ISDN, ADSL, DNIS, PSTN, PBX, IVR, ACD, SBR, Predictive Dialer, CTI. Web-Based Technology - E-Mail, Live Chat, Co-Browsing, VoIP, Call-Back with Collaboration.
More informationImpact 360: Your single-source workforce optimization solution
Impact 360: Your single-source workforce optimization solution Now You Can: Unify performance management, workforce management, full-time recording, quality monitoring, and elearning under one platform
More informationALLSEC VOICE INTELLIGENCE
ALLSEC VOICE INTELLIGENCE Powered by Aumina S p e e c h r e c o g n i t i o n s o l u t i o n s f o r E n t e r p r i s e s SPEECH RECOGNITION SOLUTIONS FOR ENTERPRISES NOTABLE ACCOLADES Speech Analytics
More informationACHIEVE INNOVATION WITH CONNECTED CAPABILITIES Connected Product Maturity Model. white paper
ACHIEVE INNOVATION WITH CONNECTED CAPABILITIES Connected Product Maturity Model white paper EXECUTIVE SUMMARY The world is moving to connected products Companies will leverage the data and intelligence
More informationIndex. Sarah Critchley 2018 S. Critchley, Dynamics 365 CE Essentials,
A Accounts and contacts activities activities tab, 37 advantage of, 32 business, 29 capabilities, 35 case resolution form, 33 configuration, 36 definition, 28 feature, 29 filter, 38 form component, 34
More informationDATA SHEET TENEO FOR THE AUTOMOTIVE INDUSTRY TENEO PLATFORM
DATA SHEET TENEO PLATFORM Teneo is an advanced development and analytics platform that enables business users and developers to collaborate on creating sophisticated conversational AI applications. Teneo
More informationFast-Track to a Digital Platform to Improve Utilities Customer Engagement
SAP Brief SAP Extensions SAP Self-Service Accelerator for Utilities by SEW Fast-Track to a Digital Platform to Improve Utilities Customer Engagement SAP Brief Meet utility customer demand for digital Customer
More informationData Sheet. VIAVI Observer Apex. Centralized performance monitoring and troubleshooting
Data Sheet VIAVI Observer Apex Centralized performance monitoring and troubleshooting Strategic Vision, Intelligent Workflows, and End-User Experience Scoring Get 360 of Visibility into Service Health
More informationContact Centre Overview
Contact Centre Overview BroadSoft CC-One Solution Overview The CC One platform was developed with an understanding that the role of the contact centre is changing, from once being considered as a cost
More informationSENPAI.
The principal goal of Sirma is to create the unique cognitive software ecosystem, based on (Sirma ENterprise Platform with AI), and to develop powerful business solutions in our strategic industry verticals.
More informationHow an AI Powered Conversational Interface Altered the Relationship With Our Customers
How an AI Powered Conversational Interface Altered the Relationship With Our Customers September 19, 2017 Lucy Villaflores & Kenneth Shiu Royal Bank of Canada Royal Bank of Canada 2017 Company Profile
More informationMITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM
BROCHURE MITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface
More informationNoble Enterprise. Unifi ed Contact Center Management
Noble Enterprise Unifi ed Contact Center Management The Noble Enterprise Solution suite is a unified, single-source Customer Contact Management solution for today s advanced enterprise environments. Noble
More informationUsing Data in Smart Ways for a More Effective Customer Experience
Using Data in Smart Ways for a More Effective Customer Experience How to Increase Customer Satisfaction and Reduce Costs Vanguard Communications Corporation Sponsored by: Customer contact professionals
More informationAIS Annual Investor Day 2017
Bussaya Satirapipatkul EVP-Customer Service Management AIS Annual Investor Day 2017 17 th November 2017 1 Next Generation perience 2 Next Generation of Customer Service with Digital Experience Promote
More informationDynamics CRM Powering the future of CRM. Itai Aharonov Solution Specialist Dynamics CRM Israel MBS
Dynamics CRM 2016 Powering the future of CRM Itai Aharonov Solution Specialist Dynamics CRM Israel MBS Omni Channel Self-Service Agent Enablement Field Service Knowledge Email Chat Social Web Messaging
More informationTENEO FOR THE AUTOMOTIVE INDUSTRY
DATA SHEET TENEO FOR THE AUTOMOTIVE INDUSTRY Conversational inputs may be the choice of interface between customers and cars, but delivering a seamless, intelligent, humanlike conversation can be a challenge
More informationMedia Call Center. Quick Start Guide.
Media Call Center Quick Start Guide With more than twelve years of expertise in the Computer Telephony Integration field, Mediatel Data Company has demonstrated a commitment to developing powerful solutions
More informationA Strategy For Improving First Contact Resolution
A Strategy For Improving First Contact Resolution Today s Webinar Will Look To Define First Contact Resolution (FCR) Reveal how customers feel Consider the business case for improving FCR Investigate the
More informationGive your Customers Something to Love: A Wonderful Personalized Experience-led Banking
Give your Customers Something to Love: A Wonderful Personalized Experience-led Banking Odigo: A unique solution that helps banks transform customer experience, reduce cost, and improve organizational efficiency
More informationOdigo for Utilities. Digital Contact Center Solution
Odigo for Utilities Digital Contact Center Solution The information contained in this document is proprietary. 2014 Capgemini. All rights reserved. Rightshore is a trademark belonging to Capgemini. UTILITIES
More informationPureEngage Cloud Reporting Guide. Reporting in the cloud
PureEngage Cloud Reporting Guide Reporting in the cloud 7/19/2018 Contents 1 Reporting in the cloud 1.1 What kind of reports are available in Genesys PureEngage Cloud? 1.2 How can I access real-time information?
More informationA Customer s Journey: Looking Down the Road in 2018
A Customer s Journey: Looking Down the Road in 2018 How analytics is adapting to a changing customer service paradigm A Whitepaper by Nexidia Taking the Journey with Your Customers The way we understand
More informationWhat Customers Are Thinking
How to What Customers Are Thinking Customers Prefer Other Channels IVR rated lowest for first-contact resolution and quality of service received among eight customer-facing channels Customers would rather
More informationLarge retailer improves customer service experience.
Large retailer improves customer service experience. decreases call abandon rate improves call flow. Challenges Multiple platforms, different code and mixture of speechenable and DTMF applications Need
More informationOverview: Nexidia Analytics. Using this powerful toolset, they will be able to answer questions such as:
Overview: Nexidia Analytics Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies,
More informationNuance SpeechAttendant
Enhanced self-service through natural speech 1 Enhanced self-service through natural speech is a robust, accurate, natural voicedriven auto attendant solution. Whether it connects to a PBX or to an IVR
More informationTech Line. Use the Right Enabling Technology to Support Multichannel Customer Contact. By Lori Bocklund and Maren Symonds, Strategic Contact
The Channel For Industry Information Tech Line Use the Right Enabling Technology to Support Multichannel Customer Contact By Lori Bocklund and Maren Symonds, Strategic Contact Contact center technology
More informationTurning Features and Functions into Customer Experience Best Practices. J.R. Simmons, President COMgroup, Inc.
Turning Features and Functions into Customer Experience Best Practices J.R. Simmons, President COMgroup, Inc. jrs@comgroup-inc.com COMgroup, Inc. Eleven member firm with roots back to 1973 Owner / Principal
More informationPORTA ONE M2M / IOT FOR CSP. PortaSwitch. New Features Guide MAINTENANCE RELEASE PORTAONE, INC. ALL RIGHTS RESERVED.
PORTA ONE M2M / IOT FOR CSP PortaSwitch New Features Guide 71 MAINTENANCE RELEASE 2000-2018 PORTAONE, INC. ALL RIGHTS RESERVED. WWW.PORTAONE.COM Copyright notice & disclaimers Copyright 2000 2018 PortaOne,
More informationEducation Services Verint Customer Course Catalog. August 2015
Education Services Verint Customer Course Catalog August 2015 Table of Contents Introducing Verint Education Services... 1 About This Catalog... 1 Contact Us... 1 Verint Learning Channels... 2 Verint Instructor
More informationNuance Loop Mobile Marketing and Advertising Services
Nuance Loop Mobile Marketing and Advertising Services 2 Contextual Marketing for personalized, real-time and interactive marketing campaigns Mobile operators face increasing pressure on traditional revenue
More informationIVR UPGRADE: Relieve Strain on IT to Improve CX & Deliver Contact Center Progress
IVR UPGRADE: Relieve Strain on IT to Improve CX & Deliver Contact Center Progress ebook by Contents An Outdated IVR Doesn t Help Anyone......................................... 3 The Squeeze on IT............................................................
More informationWHITEPAPER ANSWERS ARE FINE, RESOLUTIONS ARE BETTER. by Dave Morfas, Product Marketing Manager.
WHITEPAPER ANSWERS ARE FINE, RESOLUTIONS ARE BETTER by Dave Morfas, Product Marketing Manager WHITEPAPER ANSWERS ARE FINE, RESOLUTIONS ARE BETTER 2 ANSWERS DON T ALWAYS RESOLVE ISSUES There is a big difference
More informationVO Integrated Workforce Optimization
VO Integrated Workforce Optimization 535 Mission Street, 12th Floor, San Francisco, CA 94105 www.talkdesk.com INTEGRATED WFO FOR TALKDESK A fully realized WFO platform delivering Omnichannel Call Recording,
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0
Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile
More informationLouis Bodine IBM STG WW BAO Tiger Team Leader
Louis Bodine IBM STG WW BAO Tiger Team Leader Presentation Objectives Discuss the value of Business Analytics Discuss BAO Ecosystem Discuss Transformational Solutions http://www.youtube.com/watch?v=eiuick5oqdm
More informationSalesforce Knowledge. Overview and Best Practices
Salesforce Knowledge Overview and Best Practices Overview of Salesforce Knowledge The What and the Why? Salesforce Knowledge Is Knowledge Centered Support (KCS) Verified KCS is a simple idea: integrate
More informationHow VoIP Improves the Call Center Customer Experience. Presented by:
How VoIP Improves the Call Center Customer Experience Presented by: The right call center phone system plays a critical role in delivering quality customer service, maximizing customer satisfaction and
More informationGetting Workforce Optimization Right
Getting Workforce Optimization Right How to align agent training and management with customer needs An Ovum White Paper sponsored by Publication Date: July 2011 INTRODUCTION Although the economy is seemingly
More information10 Strategies for Reducing Customer Call Volumes
10 Strategies for Reducing Customer Call Volumes A Call Centre Helper White Paper Sponsored by : Intelecom 1 Contents Introduction... 3 10 Strategies for Reducing Customer Call Volumes... 4 1. Create Actionable
More informationYour company. United
Your company. United Quick Facts Company. Clients. Reviews. Bitrix Timeline 1998 2003 2008 2012 2017 Company founded Bitrix CMS Bitrix Intranet Bitrix24 Cloud Bitrix24.Sites 2,700,000 organizations registered
More informationModule 3 Establishing and Using Service Level and Response Time Objectives
Module 3 Establishing and Using Service Level and Response Time Objectives 3.1 Definitions and Use of Service Level and Response Time Key Points Service level and response time objectives are concrete
More informationCASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved.
CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics TABLE OF CONTENTS The Challenge... 3 NICE CEA from IVRO to CJO... 4 IVRO Deployment... 4 CJO Deployment...
More informationOverview: Nexidia Analytics. Using this powerful toolset, you will be able to answer questions such as:
Overview: Nexidia Analytics Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies,
More informationTHE CUSTOMER EXPERIENCE MANAGEMENT REPORT & RECOMMENDATIONS Customer Experience & Beyond
www.sandsiv.com THE CUSTOMER EXPERIENCE MANAGEMENT REPORT & RECOMMENDATIONS TM 1 Customer Experience & Beyond www.sandsiv.com TM Customer Experience & Beyond Legal Notice: Sandsiv 2015. All Rights Reserved.
More informationCentral Florida Expressway Authority
Central Florida Expressway Authority Back Office Customer Call Center Review May 2015 risks and controls in ways that this report did not and cannot anticipate. Table of Contents Section Page(s) Executive
More informationNICE Quality Central. Unify Your Quality Programs in a Single Application
NICE Quality Central Unify Your Quality Programs in a Single Application Delivering consistent quality customer service is an imperative in today s customer-driven market, but it challenges even the most
More informationASPECT PROFESSIONAL SERVICES New Avenues for Engagement with Aspect Professional Services
ASPECT PROFESSIONAL SERVICES New Avenues for Engagement with Aspect Professional Services Tijo Thomas, Regional Director APS, India, Middle East, ASEAN and ANZ 1 2015 Partner Professional Service Collaboration
More informationTrusted by more than 150 CSPs worldwide.
RAID is a platform designed for Communication Service Providers that want to leverage their data assets to improve business processes and gain business insights, while at the same time simplify their IT
More informationBusiness Intelligence and Contribution of Entrepreneurial Information Architecture
Business Intelligence and Contribution of Entrepreneurial Information Architecture Sílvia Fernandes 1 1 CIEO Research Center for Spatial and Organizational Dynamics, Faculty of Economics, Univeristy of
More informationnexi d i a a n a lyti c s Nexidia Analytics customer engagement analytics portfolio
nexi d i a a n a lyti c s Nexidia Analytics customer engagement analytics portfolio Companies today face several critical business challenges the need to increase revenue and market share, acquire new
More informationnexidia analytics Nexidia Analytics customer engagement analytics portfolio
Nexidia Analytics customer engagement analytics portfolio Companies today face several critical business challenges the need to increase revenue and market share, acquire new customers and retain existing
More informationMultichannel Service Interactions Meeting Your Customers Channel Expectations
Multichannel Service Interactions Meeting Your Customers Channel Expectations Scott Seebauer Senior Director Product Management Oracle Service Cloud Monty Deckard Manager Business Applications Bass Pro
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationNexys Advanced Applications INNOVATIVE SOLUTIONS TO HELP INCREASE EMPLOYEE PRODUCTIVITY
Nexys CLOUD ADVANCED MOBILITY APPS INNOVATIVE SOLUTIONS TO HELP INCREASE EMPLOYEE PRODUCTIVITY Advanced Applications That Integrate With Your Core Business Processes LEVERAGE YOUR EXISTING BUSINESS PROCESSES
More informationBrochure. VIAVI Observer Apex. Centralized performance monitoring and troubleshooting
Brochure VIAVI Observer Apex Centralized performance monitoring and troubleshooting Strategic Vision, Intelligent Workflows, and End-User Experience Scoring Get 360 of Visibility into Service Health Observer
More informationOMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES
RR OMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES October 2017 Omer Minkara VP and Principal Analyst, Contact Center and Customer Experience Management Using more channels is no
More informationVerint Engagement Management Solution Brief. Overview of the Applications and Benefits of
Verint Engagement Management Solution Brief Overview of the Applications and Benefits of Verint Engagement Management November 2015 Table of Contents Introduction... 2 Verint Engagement Management Advantages...
More informationLeveraging AI for Intelligent Customer Engagement
Bring Intelligence to Life Leveraging AI for Intelligent Customer Engagement George Skaff, VP WW Marketing, Nuance Enterprise May 9, 2018 @gskaff_nc 2018 Nuance Communications, Inc. All rights reserved.
More informationJack Henry Symitar- VoIP Platform Integrations
Jack Henry Symitar- VoIP Platform Integrations Updated 4/2018 Content About PCS... 2 Agent & Member Authentication... 3 Call Routing... 4 Fraud Prevention Systems... 5-6 In-Queue Hold Information... 7
More informationIVR Design Best Practices. Rebecca Gibson Contact Center Solutions Consultant Interactive Intelligence
IVR Design Best Practices Rebecca Gibson Contact Center Solutions Consultant Interactive Intelligence IVR Design Best Practices Agenda 1. The Good, the Bad and the Ugly 2. The Goal of your IVR 3. IVR Design
More informationSELF-SERVICE: CREATE HAPPY CUSTOMERS & REDUCE COSTS
RR SELF-SERVICE: CREATE HAPPY CUSTOMERS & REDUCE COSTS January 2018 Omer Minkara VP & Principal Analyst Contact Center & Customer Experience Management Helping customers help themselves also known as self-service
More informationA Mobile Based Integrated Outage Management System
A Mobile Based Integrated Outage Management System Nampuraja Enose a Abstract: This paper proposes an integrated outage management system based on mobile technology for managing utility outages to deliver
More informationKofax White Paper. Delivering Business Value Using SharePoint & Capture Enabled BPM
Kofax White Paper What we ve realized is that capturing both documents and unstructured information represents a gold mine to the business the next generation of leveraging content to produce business
More informationTouchPoint Sales Solution Sheet
TouchPoint Sales Solution Sheet September 2016 Communications Center - TouchPoint is a seamless omni-channel contact center solution with streamlined processes for a superior customer journey and a 360
More informationUNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE
UNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE TABLE OF CONTENTS Introduction Page 3 Integrated business groups ensure a consistent experience Page 4 Elimination
More informationAward for IVR Self-Service:
Call Center FCR Best Practice Award Contact Center FCR Best Practice AwardWinner Winner Award for IVR Self-Service: VSP Vision Care published 05-12-2016 Best Practice Success Story Company Description
More informationEnabling Collaboration in Insurance
Enabling Collaboration in Insurance The Role of Communications, Content, and Processes Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation
More informationAvaya Interaction Center
Avaya Interaction Center Overview Exceeding customer expectations for personalized service across all channels phone, video, email, web, SMS, and social media is no longer an afterthought. For many companies
More informationImproving Contact Center Performance with Noble RTSA
Improving Contact Center Performance with Noble RTSA Real-time Speech Analytics help companies uncover and act on insights from customer interactions as they take place. Analyze Phrases and Sentiment to
More informationTransforming the Digital Customer Experience [24]7.ai, Inc.
Transforming the Digital Customer Experience The presentation and recording will be sent to you after the webinar. It will also be available on our website. There will be a short Q&A period after the presentation.
More informationTop 10 reasons to move your contact center to the cloud
CONTACT CENTER Making the Case: Top 10 reasons to move your contact center to the cloud Thanks to the internet, most people today have become used to nearly instantaneous access to information. So when
More informationHEALTH & PUBLIC SERVICE VIRTUAL AGENTS. June 2018
HEALTH & PUBLIC SERVICE VIRTUAL AGENTS June 2018 THE TECHNOLOGY IS READY TO LEARN AND SCALE CITIZENS DEMAND MORE: ANYWHERE, ANYTIME, ANYTHING Citizens expect a better and consistent user experience across
More informationBuilding Cognitive applications with Watson services on IBM Bluemix
BusinessConnect A New Era of Thinking Building Cognitive applications with services on Bluemix Bert Waltniel Cloud 1 2016 Corporation A New Era of Thinking What is Bluemix? Your Own Hosted Apps / Services
More informationField Service and CRM A Dynamic Pair!
Field Service and CRM A Dynamic Pair! Dan Cefaratti Field Service Practice Director Bill Kern Senior Solution Consultant AGENDA About PowerObjects, an HCL Company Field Service: Drivers for Change Solution
More informationBuilding a Business Case for IVR
Building a Business Case for IVR So, you already know that the advancements in IVR technology will allow your organization to automate calls in a way that was never possible before. You also know that
More information10 REASONS FOR ARIS. ARIS Product Marketing July Software AG. All rights reserved.
10 REASONS FOR ARIS ARIS Product Marketing July 2017 2 10 REASONS FOR ARIS 1 2 3 4 5 6 7 8 9 10 User Experience Social Collaboration Customer Experience Management Mobility & Cloud Internet of Things (IoT)
More information