Care Center: Next Generation Contact Center

Transcription

1 Care Center: Next Generation Contact Center

2 Care Center: Next Generation Contact Center (NGCC) Litza Rivera Bob Weber May 25, 2017

3 Agenda FPL Overview FPL Care Center Current State and Reason for Change Technology Evaluation (RFP) Integrator Evaluation (RFP) High-Level project overview Program Scope Program Structure/Timeline Benefits/Results Lessons Learned Future Plans Q&A 3

4 Florida Power and Light Company is a subsidiary of Next Era Energy (NYSE: NEE) Third-largest electric utility in the United States Serves more than 4.9M customers Approximately 8,900 employees with headquarters in Juno Beach, FL Top ranking in the southern U.S. according to the J.D. Power 2016 Electric Utility Residential Customer Satisfaction Study Recognized in 2016 as one of the most trusted U.S. electric utilities by Market Strategies International 4 FPL Overview

5 FPL takes pride in providing excellent customer service to its customers and always looks for ways to get better Care Center Operations FPL handled 19 Million Calls in 2016 IVR Million (71.9% Containment) Agent Million Agents 500 Customer Care agents Site Locations Miami and West Palm Beach El Paso, Texas (2 sites) Florida International University (FIU) 2 DR sites in FL Designated Process and Quality Teams FPLs Care Center is the recipient of many awards such as JD Power, PA Consulting, and Service One Awards 5

6 The previous Care Center environment was comprised of multiple stand alone systems integrated by FPL Current State : Care Center Technology Stack Complex switches (Avaya ACDs) Voice applications (Nortel IVRs) Technology to recognize customers and preload reps with information (Avaya CTI) Quality system that records 100% of all calls (Verint Q360) Reporting suite that drives staffing & analytics (Verint WFM) Queuing system that allows customers to receive callbacks (Virtual Hold) Current industry trend favored a unified system over an integrated network of separate best-of-breed solutions 6

7 The support timeline put the Care Center at significant risk in 2017 Current State: Life Cycle Timeline Voice Network Supported Project Timeline Extended Support ACD Supported Extended Support No support CTI Supported Extended Support No Support IVR Supported Extended Support Q360/ WFM Supported Extended Support No Support See Appendix B & C for details on impacts of extended support Although end-of-life systems could be maintained at a cost, it introduced significant risk to the operations and limited innovation 7

8 The team focused on a technology RFP to determine if we would stay with current technology or move to something new Evaluated four vendors Interactive Intelligence Genesys Cisco Avaya (existing vendor) Shortlisted between Avaya and Cisco Selected Cisco due to: Open platform Technology Evaluation FPL s significant investment in Cisco infrastructure This work led us to conduct an integrator RFP help us implement a project of this magnitude 8

9 The team conducted an integrator RFP to select a Cisco partner Evaluated four vendors that were Cisco partners: Accenture IBM Prosys Presidio Selected Presidio for several reasons: Presented a strategic vision for the new IVR by partnering with Nuance Specialty in Contact Center implementations Solid references Good culture fit with FPL Integrator Evaluation 9

10 The NGCC program included touching every system of the Care Center and building a whole new infrastructure Moved from an Avaya Platform to a Cisco Platform (UCCE) and replaced Automated Call Distributor (ACD) Computer Telephone Integration (CTI) Virtual Hold systems Program Scope Interactive Voice Response (IVR) from touch tone only to directed dialog speech using Nuance Reporting suite using Aceyus Upgraded and integrated the Verint Workforce Management and Quality Monitoring systems with Cisco Built new infrastructure to support move to VoIP using SIP Created all new web services to support new IVR platform 10

11 The program was divided into several work streams to help drive efficiencies when delivering the work Program Structure Program Sponsors: IT and BU Directors IT Program Manager Business Manager & Business Leads IT Architects Vendors Integrator, Manufacturer, Other Vendors Presidio Aceyus Nuance ClickFox Compucom AT&T GCS Cisco Empirix Verint Aspect Asims IBM Infrastructure Network, Telecom, Disaster Recovery, Framework Project Managers 2 FPL PMs Reporting/Recording /Integrations Reporting, Verint Recording and WFM, ClickFox, Aspect Project Managers 1 FPL PM IVR/SOA/Routing/ CRM IVR Speech, Web services, Agent Routing, Marketing Project Manager 1 FPL PM Quality Assurance PM 11 Stakeholder BUs Customer Service, Marketing, Other BUs IT Customer Service Systems, Infrastructure, Architecture, Security ISC/Legal

12 NGCC took approximately two years to complete after all the RFPs Project Execution Milestone Milestone Dates Initiation Phase (Project Approval, Contracts) 9/ /30/2014 Requirements Phase 11/2014 4/10/15 Design Phase 4/14/2015 3/31/16 Construction (HW build, system integration testing, Network readiness) 8/1/2015 8/31/2016 Testing Phase (FPL UAT) 2/1/16 8/31/2016 Pilot new NGCC System (Touch Tone IVR) September 9 th 2016 NGCC System Go Live (Touch Tone IVR) & Stabilization October 27 th 2016 Speech Recognition Pilot December 6 th, 2016 We are Here Speech Implementation December 9 th, 2016 The project was delivered on time and was praised as one of the best in IT 12

13 13 We ve Come A Long Way

14 New features of the Interactive Voice Response (IVR) will improve the customer experience What s New! Optimal Error Handling Proactive Menu Easier Navigation Concise & Conversational Prompts Enhanced Exit Options Speech Recognition 14

15 While NGCC has been in production only 6 months, we have already seen some favorable results Work stream Infrastructure (Cisco & Presidio) IVR (Cisco, Presidio, & Nuance) Routing (Cisco & Presidio) Reporting (Aceyus & Presidio) Results Benefits Open Platform & Centralized hardware Easier integration with outsourcers Improved disaster recovery and redundancy Lower Telecom Costs Increased containment by ~5% Minor decrease in IVR customer satisfaction Improved customer experience Ability to automate new tasks Consolidation of call flows reducing failure points from 700 to ~130 Single source for all reporting Easier integration with data sources for holistic reporting view Improved redundancy 15

16 While NGCC has been in production only 6 months, we have already seen some favorable results Work stream CALLS (home grown CRM solution) WFM/Quality Management (Verint) 16 Results Benefits Cisco Finesse (CTI) integration allowing for user state changes, phone controls and phone directories to reside within CALLS as opposed to having multiple programs running on the agent s desktop Expanded and enhanced POP Notifier with new customer details to help the agent identify customer s intent and repeat caller status Can change hours of operation, agent greetings and transfer comments without the need of IT involvement Consolidated solution including FPL outsourcer allowing centralized scheduling, forecasting, and recording Improved the evaluation process for the quality team Added new call data so the quality team can search for calls by more categories Stereo recording allowed the quality team to separate between the agent or customer voice

17 These lessons learned helped this project be very successful Supply Chain Lessons Learned Things that went well Structure contracts by phases Structure/Planning Choose the integrator that is right for your culture/values Buy in from senior management and maintain executive oversight by integrator Make business unit and IT one team Select a strong team and empower SMEs to make decisions Build s strong internal project management team alongside the vendor 17

18 These lessons learned helped this project be very successful Lessons Learned Things that went well Communications/Training Establish strong internal communications Direct communications to frequent IVR users Train agents on more than handling phone calls Execution Ensure to conduct customer focus groups Conduct stress testing Conduct extensive system testing Conduct a pilot Have FUN!!!! 18

19 These are lessons learned that the project had to overcome Lessons Learned Challenges Ensure to add enough contingency to overall project Don t underestimate reporting migration effort Select the phone model that meets your requirements for your contact center Ensure carrier understands your requirements Don t underestimate / underfund training 19

20 FPL s future plans consist of continuing innovation to improve our customer experience Fine Tuning new Speech IVR Evaluate Natural Language Speech for certain IVR apps Speech Analytics Visual IVR Virtual Agent on FPL.com Chat on FPL.com Future Plans 20

21 Litza Rivera - Litza.Rivera@fpl.com Bob Weber - Robert.Weber@fpl.com