VOICE AS A SERVICE: FLEXIBILITY AT THE SPEED OF GUEST NEEDS. Radisson Hotel Group

Transcription

1 VOICE AS A SERVICE: FLEXIBILITY AT THE SPEED OF GUEST NEEDS Radisson Hotel Group

2 Customer Experience Platform OMNICHANNEL ROUTING ANALYTICS WORKFORCE OPTIMIZATION AUTOMATION & AI Connect Journeys Across Any Channel Turn Insights Into Results Unlock Your Team's Potential Streaming Service Delivery OPEN CLOUD FOUNDATION Power Rapid Innovation

3 CXone Voice as a Service (VaaS) Overview Donna Wehan 3

4 NICE incontact Voice as a Service (VaaS) Global Turnkey Telephony Services Bring your own carrier (BYOC) Enterprise Grade Quality of Service Industry Industry Best Expertise Best Expertise

5 NICE incontact CXone Voice as a Service Local Presence Global Reach Customer calls local or toll-free number Customer connects to agent at any location Customer Customer sees local number Agent dials out from any location Agent Customer initiated call Agent initiated call

6 What is CXone VaaS? Turnkey network connectivity and voice products to enable inbound and outbound contact center phone services Global Voice Products WebRTC Integrated Softphone PSTN & VoIP Termination VoIP Softphones and Hard phones Bring Your Own Carrier Hosted Connectivity Bring Your Own Equipment CXone VaaS does not provide Emergency Services (e.g. 911)

7 Global VaaS Presence and Carrier Voice Coverage Voice Coverage USA LATAM Region Connectivity & Voice Coverage (Q2-Q318) Germany Africa Region Connectivity & Voice Coverage (TBD) Singapore Japan (Q218) Australia North America Mexico Canada Germany UK France Denmark Sweden Switzerland Italy Ireland Portugal Luxembourg Lithuania Norway Romania Poland Australia New Zealand South Africa Belarus Bahrain Qatar China* India* Indonesia Belgium Spain Austria Netherlands South Africa Croatia Russia Ukraine Hungry Singapore Hong Kong Guatemala* Morocco* Egypt* Nigeria*

8 How Do We Ensure Voice Quality? 24/7 real-time monitoring of SIP trunk groups for usage, performance degradation, and fault indicators MOS KPI scoring with detailed CDR analysis Total Quality calling with G.711 codec Ribbon Netscore NMS. Intelligent routing with value-based routing (cost / QoS) 8

9 VaaS Business Benefits Never lose a call and ensure carrier-grade voice quality Get a telephony plan customized to your unique business needs Present a local presence no matter where your agents are located Consolidate telephony and contact center to reduce vendor management efforts and speed issue resolution

10 10 Radisson Hotels Group

11 John Zurn, PhD. Senior Director of Global Reservations and Customer Care.

12 2016 Current State CONSTRAINTS Regionalized contact center ACD/PBX technology Multiple disparate technology solutions and vendors (IVR, ACD, , recording) Limited contact choices (voice, ) Sub-optimized workforce management IMPACT TO THE GUEST Limited hours of availability Poor guest experience Lack of a business continuity plan Fragmented brand perception Missed guest connections Slow response due to staffing

13 Thinking Differently FROM Reduce cost per contact TO Increase value per contact Not maintaining or updating technology Past-focused culture, maintain current state (defensive) Contact center isolated, not a strategic asset Integrated, flexible, future-ready platforms Culture looking ahead at opportunities for growth (offensive) Contact center channels and capabilities woven into the endto-end customer experience

14 Contact Centers Took a Stand for the Guest Experience! Committed to Connecting with the Global guest whenever and wherever they wished to connect and with their preference of how they wish to connect. 14

15 Global Contact Modernized Capabilities Global Workforce Optimization Global Call Routing Omaha Dublin Dalian Omnichannel (voice, , chat, SMS) Inbound and outbound calling Gurgaon Manila Guest-selected call back Recording and Quality Management Technology set ready for the next evolution of guest engagement

16 Agent Utilization ATA ASA Abandon Rate 18% 40% 25% 30% Total Cost of Ownership 6 Technology Solutions to 1 True Business Continuity Plan (Global Across All Channels) Open Platform designed to support future CRM 16

17 CXone Voice as a Service Business Impacts Before CXone each site had a premises-based PBX for telephony. When we added a new franchisee, it took twice as long (20 mins vs 10 mins) to set up the routing. With VaaS we now have the ability to terminate all numbers at one of our locations and be forwarded to a distant location for expanded service hours. NICE incontact lets us leverage the power of a global network, without the burden of the full cost for that network. CXone has globalized our telephony in way that was not possible before for a shop of our size. 17

18 What s Next on Our Journey? Migrate social management to CXone platform CRM platform selection Integrated contact management and customer treatments Kiosk check-in model Requires remote support (web chat, click-to-call)

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20 Q&A 20

21 How was the SESSION? Fill out a short 2 question survey. Open the session in the app and click the Breakout Survey icon. 21

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