Activating, provisioning and billing a service order is just the beginning of the conversation

Transcription

1 Genesys intelligent Workload Distribution for the Communications Industry

2 The Total Customer Experience Using Genesys intelligent Workload Distribution (iwd) Activating, provisioning and billing a service order is just the beginning of the conversation Contact centers in the communications industry have become very efficient at handling the initial contact from customers to order service. However, the total customer experience is dependent on a broad range of activities that occur beyond that first point of contact between customers and service representatives including activating, provisioning and billing for services and other support activities. What s more, a large percentage of triple and quadruple play services require off-line customer assistance across the contact center or the support center, or from non-customer facing departmental experts. And as communications companies deliver a larger number of options that add complexity to service order activation and provisioning, service exceptions which require manual handling also increase. Lack of visibility into staff and tasks across end-to-end service order delivery frequently causes delays that decrease service levels, derail customer satisfaction, increase churn and negatively impact revenue. One of the most important things to remember when striving to prevent these issues is to avoid driving blind. Simply put, you can t manage what you can t see when you re trying to activate, provision and bill service orders. Do you have increasing service order fallout? Is manual intervention in your order processes increasing your average cost-per-order? Does poor service drive customers to your competitors? Is time-tomarket for new services too slow? If the answer to any of these questions is yes, the problem may be due to a piecemeal approach to customer service. Enter Genesys intelligent Workload Distribution from Alcatel-Lucent Enterprise Genesys iwd is designed specifically to address the challenges of end-to-end customer care by optimizing the performance of resources across the customer service value chain, and by providing real-time visibility into work items and resources including the work items required to complete requested service orders. 2

3 With Genesys iwd, communications companies are able to reduce average customer interaction handle time, decrease operational expenses and provide a world-class customer experience all with a positive ROI and operational savings of percent. In fact, organizations that have adopted Genesys iwd have realized benefits such as a 20 percent increase in overall productivity, and a 15 percent improvement in customer satisfaction rates. Here are some of the many advantages that communications companies can realize by implementing Genesys iwd to bolster the customer experience and optimize organizational efficiency: Provide World-Class Customer Care Front-office agents deal with complex customer service order requests that require multi-step business processes to complete. But when the right resources and information aren t available across these processes to automatically activate and provision a service order, bottlenecks may occur, services may get delayed and customer expectations are often not met. And, for every inaccurate, delayed or lost order, opportunities for additional business are lost as dissatisfied customers decide to take their business elsewhere. Genesys iwd allows communications companies to quickly and accurately meet customer service requests across orders, trouble tickets, billing and other customer inquiries. Clear prioritization and dynamic routing of all voice and non-voice service requests occur across all processes according to customer value, task type and due date. These prioritized requests are pushed to ready and available resources based on identified skill sets to reduce errors and service order delivery inefficiencies. By providing operational visibility and control into all interactions, iwd increases the speed and quality of customer service processes to extend customers the very best possible service. Streamline Customer Service Interactions Products and services in the communications industry have grown in number and complexity. As a result, contact centers have to deal with a higher volume of customer interactions that involve a broader customer service support team, as well as the reality of increasing service order exceptions. Manual intervention can lead to delays, cause lost orders, under-utilize employees skills, and result in unexpected costs and penalties when service level agreements (SLAs) are not met all of which can quickly erode profit margins. Genesys iwd can decrease service order processing times, streamline incoming tasks and workloads, better align tasks to available resources and lower operational costs associated with processing customer service orders. Better work allocation, SLA transparency, resource utilization and performance all facilitate greater SLA compliance and a better customer experience. Benefits for Communications Companies and Contact Centers: Exceptional Customer Care Decrease customer churn Increase service order completion speed and quality Streamlined Customer Service Interactions Avoid customer service bottlenecks Utilize staff and resources more efficiently Reduce manual intervention costs Prevent SLA violations Increased Control and Agility Improve operational efficiencies Faster time-to-market 3

4 Genesys iwd works in concert with front-office applications such as Amdocs CRM (Clairfy), Siebel and Remedy as well as other customer care solutions such as order management to create a single, global task list sorted by business value for complete visibility into all work items and the performance of your virtual customer service workforce. This flexibility ensures that the right resources, regardless of location, are proactively receiving the most critical or highest value service order tasks, regardless of media type or system, at the right time and right location. Genesys iwd leverages relevant business context such as associated business processes, product(s) requested, the value of the customer and other information to help make the best decisions for prioritizing and routing service order work requests. Further, Genesys iwd closes the loop on service delivery by integrating with Genesys Workforce Management to effectively balance work with available contact center, support center and other, non-customer facing staff resources. Through this integration, communications companies can be confident that they are effectively forecasting staffing needs, managing employee schedules and tracking workforce performance and results for all service activation and provisioning tasks across all involved departments. 4

5 Increase Control and Agility In addition to customer churn and low average revenue per user (ARPU) caused by poor customer service, communications companies lose revenue because they may lack control over their customer service order processes and because these processes, in many cases, don t readily accommodate the introduction of new products and services. For example, according to a leading analyst group, global communications operators lose between percent of their revenue every year largely because of revenue leakage. Some of the main causes are errors, poor processes and procedures, poor process integration, and the inability to manage complex customer service order value chains that require close coordination with external contractors, outsourcers and partners. These very same factors make it difficult to introduce new products and services in a timely manner. Genesys iwd ensures that the right work gets to the right resource at the right time. Business rules are applied to both online and offline work to ensure consistency, efficiency and the ability to quickly adapt to change. Genesys iwd provides real-time statistics and a single view of customer service interactions and tasks to help the business quickly respond to any customer service order issue, regardless of where the problem lies. Genesys iwd in Action at Telstra Telstra, Australia s largest telecommunications and information services company, provides a comprehensive range of fixed line, mobile, broadband, Internet and pay TV services. Telstra s contact centers handle customer requests concerning adds, moves and changes of these services by raising a ticket in the Customer Relationship Management (CRM) system. Often, many of these everyday requests fall outside the contact center parameters for automated processing and are treated as exceptions that require back-office staff to process. Currently, the system required between two and three employees to manually allocate the exceptions jobs (tasks) to the work bins of the various individuals within the department, and team members were then required to assess, prioritize and complete the jobs manually. As a result: A fluxuating pool of resources and skills created a backlog of tasks and compromised service level outcomes. They lacked visibility into service level adherence. During a six-week pilot, Telstra implemented a like-for-like parallel environment with Genesys iwd to manage exceptions. The pilot rapidly produced demonstrable business results: Job processing fell from nine minutes to between five and six minutes, boosting job throughput and productivity, and saving a time equivalent to 20 full time employees. A pilot trial indicated that service activation and provisioning was 22 percent more efficient. The process Key Performance Indicator (KPI) of jobs completed accurately rose from 90 to 94 percent. Managers gained increased process visibility, enhancing back-office workflows. After one week, Genesys iwd already had [management] thinking about what they could do to improve. That is success in itself, stated Keven Allan, General Manager at Telstra. Genesys iwd Benefits: Offers complete visibility into work items and staff for both online and offline customer service activities, decreasing the time to activate and provision service orders. Manages and optimizes customer service resources by determining common employee skills and prioritizing workloads, which helps improve customer service while reducing expenses. Drives increases in both operational control and efficiency across the entire customer service value chain and lowers service delivery costs. Enables the centralized distribution of work from multiple customer-facing and internal customer care systems, which provides more complete information and a single view of all tasks, and allows for improved employee efficiency and more informed decision making. Provides strong enforcement of business rules and transparency to both online and offline customer service work, ensuring the ability to quickly adapt to change. Increases workforce productivity for all service activation and provisioning tasks through integration with workforce management applications. 5

6 The Provides Communications Companies with a Competitive Advantage In today s competitive marketplace, it is critical that communications companies efficiently manage customer interactions and tasks across the entire enterprise, in order to provide the very best customer experience. Genesys iwd solves this challenge with a single solution that integrates resources, contact center best practices and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type. Bring the Genesys iwd solution into your organization now and start optimizing the total customer experience. Your customers and your bottom line will be glad you did. Alcatel, Lucent, Alcatel-Lucent, the Alcatel-Lucent Enterprise logo, are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2011 Alcatel-Lucent. All rights reserved. EMG (August)