ROUNDTABLE INNOVATIONS AND TRENDS IN CUSTOMER SERVICE

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1 Brian LaRoche, Director, Account Based Marketing, CallMiner Annette Miesbach, Product Marketing Manager, incontact Kelly Koelliker, Director, Global Solutions Marketing, Verint ROUNDTABLE INNOVATIONS AND TRENDS IN CUSTOMER SERVICE OCTOBER 2017

2 Innovations and Trends in Customer Service Kelly Koelliker Director, Solutions Marketing 2014 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 2

3 #1: Self-Service Within 4 years consumers will manage 85% of their relationships with an organization without interfacing with a human. Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016 Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 3

4 Best Practices for Self-Service 1. Self-service knowledge should be driven from agent knowledge 2. Optimize self-service for mobile usage 3. Consider including simple transactions as well as knowledge 4. Ask for customer feedback 5. Always include escalation channels Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 4

#3: Bots and Artificial Intelligence Deflect assisted service requests across channels Provide consistent answers across channels Leverage conversational customer

7 #3: Bots and Artificial Intelligence Deflect assisted service requests across channels Provide consistent answers across channels Leverage conversational customer behavior Follow the journey from self to assisted service Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 7

Robotic Process Automation Operates on a virtual desktop or in tandem with an employee Executes high volumes of processes around the clock Helps eliminate human error and compliance mistakes Helps

8 Robotic Process Automation Operates on a virtual desktop or in tandem with an employee Executes high volumes of processes around the clock Helps eliminate human error and compliance mistakes Helps shift employees to more value-added processes Increases security when robots used to process sensitive tasks or confidential information Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 8

#4: Voice Driven Knowledge Management The way we interact with computers continues to evolve The technology is now mature enough to become mainstream Beneficial in an IVR as well as during live

9 #4: Voice Driven Knowledge Management The way we interact with computers continues to evolve The technology is now mature enough to become mainstream Beneficial in an IVR as well as during live interactions Agent s attention is pulled away when typing and searching Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 9

10 #5: Social Media and Communities Your customers are talking TO you Your customers are talking ABOUT you Are you LISTENING? Confidential and proprietary information of Verint Systems Inc Verint Systems Inc. All Rights Reserved Worldwide. 10

13 OPTIMIZING CUSTOMER SUPPORT Innovations and Trends October 2017

Annette Miesbach Senior Marketing Manager NICE incontact In the CXone portfolio of products, Annette focusses on product marketing for Omnichannel Routing, including routing engine, integrated IVR,

14 Annette Miesbach Senior Marketing Manager NICE incontact In the CXone portfolio of products, Annette focusses on product marketing for Omnichannel Routing, including routing engine, integrated IVR, and the Studio visual routing designer. She is also responsible for the My Agent experience MAX agent interface and all inbound and outbound, voice and digital interaction channels, as well as the Supervisor and administration interfaces. Prior to joining NICE incontact, she held various positions in Product Management, Marketing and Channel Support, adding up to almost 20 years of experience in the industry.

15 Customer Experience in 2017: The effortless Customer Journey Distinguish your customers: personalization throughout the Customer Journey Refine contact handling: utilize sentiment and dynamic evaluation Empower your agents: channel flexibility and omnichannel sessions

16 Customer Experience in 2017 The majority of customers (72%) expect a company to know their purchase history, regardless of the channel (or channels) they use to contact you. NICE incontact Research: CX Transformation Benchmark Study (2017) 62% of customers say ease of interaction is the most important attribute of a successful customer interaction. Deloitte Global Contact Center Survey (2017) 9 channel choices are the norm; the number of channels is expected to rise to 11 by 2018; Customer experience is the #1 driver for digital. Dimension Data: Global Customer Experience Benchmarking Report (2017) 1 6

17 Distinguish your Customers Personalize every interaction Combine available data Provide insight into the customer journey

18 Refine Your Routing Detect customer sentiment & handle accordingly Evaluate agent performance & plan accordingly Use evaluation to automate feedback loop 1 8

19 Empower your Agents Enable agents to handle any channel Elevate interactions to sessions Track across media and sessions 1 9

20 *AI = Artificial Intelligence Unified Platform Better Outcomes Omnichannel Routing Analytics Workforce Optimization Automation & AI* Manage Customer Journeys Across Channels Analytics-based NPS and routing CSAT with context between self-service Customer and LTV agent-assisted channels Turn Insights into Results Analyze every Identify interaction Root Causes in real-time to identify issues Customer and opportunities Churn & see trending of sentiment and topics Unlock Your Team s Potential Adaptive persona Agent Productivity based and analytics driven Agent approach Retention for agent engagement and improvement Streamline Service Delivery Self and assisted-service bots and robotic process automation After Contact Work Agent Assisted Contacts Open Cloud Foundation Power Customer Experience Innovation Differentiating Innovation Total Cost of Ownership Elastic Turnkey Telephony Rapid turn-up Easy Integration Extensible Enterprise-grade 2 0

21 THANK YOU 2 1

22 Roundtable Presente r photo The Expanding Use of APIs- Unlocking the Power of Your Data to Optimize Customer Support & Experience Presente r photo Toby Paul Product Marketing Manager

23 Engagement Analytics unlocks the Powerful Insights hidden inside your Customer Interactions Proprietary & Confidential, CallMiner Inc.

Adding the Power of API s to your Analytics Objectives The Opportunities to Leverage Interaction Analytics Insights Outside of Your Analytics Platform through API Exports are Endless!

24 Adding the Power of API s to your Analytics Objectives The Opportunities to Leverage Interaction Analytics Insights Outside of Your Analytics Platform through API Exports are Endless! Research Predictive Modeling CRM Compliance Management Gamification Web Feeds A/B Testing Tableau/Dashboard Social Media Reporting Market Insights ERP Proprietary & Confidential, CallMiner Inc.

Application Programmable Interface (API) Application Programmable Interfaces (API) present contact analytics users with the ability to export the content of categories, scores, KPI metrics,

25 Application Programmable Interface (API) Application Programmable Interfaces (API) present contact analytics users with the ability to export the content of categories, scores, KPI metrics, transcripts, metadata, graphing, reporting etc. EXAMPLES OF DATA YOU CAN OBTAIN FROM AN API CONTACT BASED ITEMS WHAT DOES THIS GIVE ME? Contact by ID(s) Contacts by search criteria Contacts by metadata Categories and hits Scores Attributes Measures REPORTING ABSTRACTION LAYER WHAT DOES THIS GIVE ME? Contact by ID(s) Contacts by criteria Contacts by client ID(s) Sections & categories Scores & score components Attributes Measures API s provides user opportunities to pull data such as performance metrics, market insights and compliance data into data warehouse and analyze with third party tools. TRANSCRIPTS Transcript by Contact ID(s) Full Text Transcripts by ID(s) Transcript script by ID(s) WHAT DOES THIS GIVE ME? Word Speaker Time Proprietary & Confidential, CallMiner Inc.

26 Various Types of API Use Cases 3 E s Export Data Warehouse Export data to external application(s) Embed Functionality of analytics in another application Data transformation in another application Extend Add functionality to extend use cases Non disruptive to Platform development Proprietary & Confidential, CallMiner Inc.

27 Let s look at a couple of Data Warehousing Use Cases Dashboards Gamification Compliance Management System Proprietary & Confidential, CallMiner Inc.

28 Use Case: Custom 3 rd party Dashboard Proprietary & Confidential, CallMiner Inc.

29 Use Case: Metrics-driven Gamification Incentives Proprietary & Confidential, CallMiner Inc.

30 Use Case: Sharing Risk Scores for Reporting & Compliance Automated Speech Analytics Platform Output Transcripts Application Program Interface Compliance Management System Proprietary & Confidential, CallMiner Inc.

31 Check out our Case Study featuring Open English s Success leveraging Speech Analytics and its API! Open English Saves Time and Improves Sales Conversions Websites: Proprietary & Confidential, CallMiner Inc.

incontact Kelly Koelliker, Director, Global Solutions

32 Q&A Brian LaRoche, Director, Account Based Marketing, CallMiner Annette Miesbach, Product Marketing Manager, incontact Kelly Koelliker, Director, Global Solutions Marketing, Verint ROUNDTABLE INNOVATIONS AND TRENDS IN CUSTOMER SERVICE

Customer Interaction Management. Solutions. Omnichannel Routing. About NICE incontact

About NICE incontact Customer Interaction Management NICE incontact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics.