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Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management
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Customer Experience On-Demand Webinar Series - How Cloud-based Contact Centers are Revolutionizing Customer Experience Management

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Your business isn’t static – and your contact center shouldn’t be either. Call volumes change with the seasons. Consumers get more comfortable using different ways to contact you. Social media sites …

Your business isn’t static – and your contact center shouldn’t be either. Call volumes change with the seasons. Consumers get more comfortable using different ways to contact you. Social media sites can take off overnight. To deliver quick, personalized service no matter the circumstance, cost-effective scalability is key.

Watch “How Cloud is Revolutionizing Customer Experience Management” the second session of our four-part webinar series, to discover how the cloud can help you advance your contact center capabilities to meet customer demands, without damaging your bottom line.

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  • 75% of applications in the contact center will require an overhaul to keep pace with shifting business needs
  • The purpose of this next section is to talk about the cloud and customer experience – how the two are directly correlated. I’d like to show you two reasons the cloud is impacting contact centers for the better. There’s real power in experimentation in a cloud contact center– this notion is almost foreign to that of a traditional on-premises system
  • This type of experimentation with new channels is not expensive in cloud – you have the opportunity for trial and error without the heavy investment in new technology
  • The freedom to meet your customers where they want to meet you. Agility to be able to switch between channel – Easier in the cloudEasier to identify touch points in the cross channel customer journey A Premises- based offering is often too silo’d an approach to effectively deliver multiple channels to customersWe’re recognizing more and more customers are demanding multi-channel service options in how they interact with companies. However it’s not always easy to imagine putting all these service channels in place without stressing about all the procedures & processes needed to make it happen. The questions of: How do I do this? How do I train my agents? How long will it take? Is it worth it? etc. ……… If I build it – will they come?
  • The answer is yes, your customers will be there. As you can see 56% of consumers said they would likely switch to another company based on a lack of multiple service options –
  • Innovation is at your finger tips in a cloud computing environment. The cloud really makes it easy to further expand & customize service operations so you can continue to satisfy the growing demands of your customers.
  • Because this type of innovation can be done quickly – the cloud can support that rapid growth so you can enable new technology as you grow and as your customers require it. And guess what, you don’t have to be a rocket scientist to innovate with your cloud solution – Most of these types of moves, adds and changes can be done by business users. You don’t need to engage professional services.Ongoing technology refresh can be done without forklifts or major disruption to your operations
  • And the growing accessibility of APIs, web services, and developer ecosystems are making connections and integrations far easier than in a premises-based contact center. One of our larger cloud customers needed an entirely customized agent UI – this was built in a matter of weeks using our RESTful APIs Custom innovation such as this is incredibly time consuming and costly in a prem environment
  • So you’ve heard all about why the cloud’s awesome, and you’ve probably heard those messages. The purpose of this next section is to talk about the cloud and customer experience – how the two are directly correlated.
  • Alla to close saying something like: Thank you for attending our _ (1st of 4, 2nd or 4, 3rd of 4, last ) session of on-demand webinars about how you can positively affect the customer experience. Visit our website or reach out to your Verizon account representative to learn more about these or other services with Verizon. We hope you’ll join our next webinar scheduled for ____ on _____(topic).
  • Transcript

    • 1. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series Alla Reznik
    • 2. 2Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Please advance to the next slide where you can watch the video of this session. The total slide deck is available for your reference after the video. Thank you!
    • 3. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3 PROPRIETARY STATEMENT This document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon’s service. This document and any attached materials are not to be disseminated, distributed, or otherwise conveyed throughout your organization to employees without a need for this information or to any third parties without the express written permission of Verizon. © 2014 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.
    • 4. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series How Cloud-based Contact Centers are Revolutionizing Customer Experience Management Sheila McGee-Smith
    • 5. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5
    • 6. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
    • 7. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7 • SaaS is a software delivery methodology that provides licensed multi-tenant access to software and its functions remotely as a Web-based service. – Usually billed based on usage – Usually multi-tenant environment – Highly scalable architecture What is Software as a Service (SaaS)?
    • 8. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8 • The ASP model concentrated on providing an organization with the ability to move certain application processing duties to leased third-party managed servers. • ASPs were not necessarily concerned about providing shared services to multiple tenants, but rather hosting a dedicated application on behalf of the customer. • Most ASPs did not possess the required amount of application and business knowledge regarding the applications they were running. SaaS is not ASP 2.0
    • 9. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9 $2 billion: Latest contract handed out by GSA for moving their business apps to the Cloud $12 billion: Amount earmarked to be spent by the Department of Defense in 2012-13 to move over 24,000 applications to the Cloud Amazon has built separate multi-AZ architecture exclusively for government cloud applications. (Amazon.gov) One of the largest Cloud Adopters: The U.S. Government 9
    • 10. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10 Cloud: The Next Frontier Mainframe Web Client-Server Computing Personal Computers Cloud
    • 11. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11 A cloud ecosystem IT becomes broker of a “cloud of clouds” Cloud Revolution Source: NIST Cloud Computing Reference Architecture Version 1, March 30, 2011
    • 12. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12 APIs Have Become “Digital Glue” 12 Used by permission
    • 13. 13Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Cloud Contact Center Cloud Technology and its Impact on Improving the Customer Experience Jessica Smith
    • 14. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14 75% of applications in the contact center will require an overhaul to keep pace with shifting business needs — Over the next 5 years Used by permission Gartner, Inc.,"Get Personal With Constituency-Based IT Services", Bob Igou, Rob Addy, November 11, 2013.
    • 15. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15 The power of experimentation #1
    • 16. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16 Easy to experiment with and add new connection channels with customers…
    • 17. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 17
    • 18. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 18 56% of U.S. adults would be at least somewhat likely to switch to another brand/company based on customer service options — Multiple channels matter Source: Harris Interactive Used by permission
    • 19. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 19 #2 The key to innovation
    • 20. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 20 Insert some quick pics to illustrate agility
    • 21. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 21 • APIs • Web Services • Developer Ecosystem
    • 22. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 22 Verizon Virtual Contact Center Virtual Contact Center is a cloud-based contact center offering that supports inbound telephony, web call-back, scheduled call back, web chat, collaboration, and email. Virtual Contact Center is provided “as a Service” Contact Routing ACD IVR CTI Email / Chat Speech Recognition Agent Optimization Coaching eLearning Recording Quality Monitoring Workforce Management Network TDM VoIP Toll Free Local DID Verizon Virtual Contact Center powered by
    • 23. 23Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Success Stories
    • 24. Challenges • Multiple disparate legacy call management systems • Inefficient, expensive call routing • Excessive hold times • Support was cost center – not revenue producing Results • Integrated and streamlined call management globally • Reduced outsourced operator routing costs • Reduced hold times from 4 hours to less than 30 minutes • Value added revenue streams with premium support services One of the world’s largest providers of GPS, laser optical and positioning technologies Customer Success Story
    • 25. Challenges • Growing demands and shifting needs for work-at-home agents • Managing multiple locations with legacy systems • Deep integration with Salesforce and internal workflows • Global reach to support customer base Results • Unified systems across multiple locations • Improved client satisfaction scores – now averaging 85% • 50% of cases closed within 2 hours On-demand digital marketing platform servicing over 1,400 customers worldwide Customer Success Story
    • 26. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Thank you for listening! Visit verizonenterprise.com for more information on Verizon solutions and access to more on-demand webinars. To request a sales consultation go to: https://www.verizonenterprise.com/Support/sales/

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