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Realizing a Global Scalable Contact Center for CRM
 

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A global CRM deployment can build the consistency and efficiency that not only lowers costs but also enhances the customer experience. The Avanade CRM for Contact Center solution enables large ...

A global CRM deployment can build the consistency and efficiency that not only lowers costs but also enhances the customer experience. The Avanade CRM for Contact Center solution enables large enterprises to use Dynamics CRM across multiple contact centers and thousands of users to optimize the performance of high volume contact centers. See how leading global business services companies have partnered with Avanade to bring multiple global business divisions and disparate contact center resources together on one global CRM platform based on Microsoft Dynamics CRM. Learn how the right solution can reduce operational and maintenance costs as well as streamline workflow with redesigned processes to improve the customer experience. Learn more at http://www.avanade.com/advisor/crm/en-us/Pages/call-center-crm.aspx.

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Realizing a Global Scalable Contact Center for CRM Presentation Transcript

  • 1. Realizing a GlobalScalable ContactCenterBarry GivensDirector of Product Management, Avanade, Inc.Wednesday, March 20, 2013 © Copyright 2013 Avanade Inc. All Rights Reserved. 1 The Avanade name and logo are registered trademarks in the US and other countries.
  • 2. Avanade fast facts About Us About Us$1.5 billion revenue in FY12More than 20% average yearly growth since our inception in 2000Trusted advisor to more the 800 customers in all industriesRealized 95% satisfied customers One ESP in particular stands out: we estimate Avanade (U.S.) hasMore than 60 locations in 20 countries continued to deploy around 10% of all Microsoft CRM seats worldwide. Because Microsoft has shipped over 1,100,000 seats to more than 22,000 customers, and we estimate that it has around 950,000 in production, this means Avanade has deployed over 95,000 seats and averages over 800 users per project. Founded by &
  • 3. Our discussion todayWe will look at how leading companies are redesigning how theywork by deploying a scalable contact center solution for useacross their global customer service operations.. © Copyright 2013 Avanade Inc. All Rights Reserved. 3
  • 4. Work is changing Consumer experience is driving higher expectations More than 60% of employees use personal devices or technology for business purposes. New approaches yield number of benefits to organizations Companies who are “all in” are We are all more more likely to report improved globally connected sales from capitalizing on new 42% of project teams are approaches. distributed across geographies. © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 5. Work is changing Organizations are evolving their approach in response 71% of companies have changed at least one business process. 20% have changed 4 or more processes. Disconnect remains in how to embrace new work modes The C-level is focused on capitalizing on benefits (56%) and IT decision makers are focused on minimizing risks (55%). © Copyright 2013 Avanade Inc. All Rights Reserved. 5
  • 6. What we’re seeing• New set of expectations• Evolving approaches to work• New opportunities © Copyright 2013 Avanade Inc. All Rights Reserved. 4
  • 7. Redesigning Work in the Contact CenterChanging expectations need to drive different goals Contact Center Contact Center Redesigned Calls per agent Turn over Efficiency Productivity Training Collaboration d Call deflection d Empowered customers © Copyright 2013 Avanade Inc. All Rights Reserved. 7
  • 8. Global CRMA key solution for achieving work redesigned Customer Agent Agent Process Communia- Performance Collaboration Management tion Management Customer Portal Avanade Unified Desktop Built on the proven Microsoft Dynamics CRM 2011 platform © Copyright 2013 Avanade Inc. All Rights Reserved. 8
  • 9. Application DesignThings were simpler in the 80s… but service wasn’t great Fast Arcane Alt-tab required © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 10. Application DesignToo little information reduces effectiveness Quick Easy to use Alt-tab required © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 11. Application DesignLarge data sets and network traffic can slow performance Easy to use Lots of context Lots of data Lots of API calls © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 12. Application DesignAggregate UI can improve usability and performance Easy to use Lots of context Data when needed Automated Integrated © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 13. User Interface IntegrationWhen to use UII / CCA Process Complexity High Medium Low Technological Complexity Low Medium High © Copyright 2013 Avanade Inc. All Rights Reserved. 13
  • 14. Application DesignSummaryCraft the user experienceAggregate applicationsMinimize form dataMinimize calls to CRM © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 15. DeploymentSmall local deployment Mail Server Agent Desktop Voice Microsoft Dynamics CRM Customer Portal SQL Server Knowledge Server © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 16. Deployment Large global deploymentGlobal USA UK China Desktop Settings CRM Data © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 17. DeploymentTuning IIS [and the network?]Enable compressionPerformance measurementtools Compression Enabled No Compression Compression Enabled HTTP HTTPS Bytes Sent 105084 bytes 105084 (0% reduction) 67586 (36% reduction) Bytes Received 219102 bytes 149424 (32% reduction) 25837 (88% reduction) © Copyright 2013 Avanade Inc. All Rights Reserved. 17
  • 18. DeploymentSummaryDivide workloads across serversCollocate servers with agentsMake use of global server poolsMeasure system performance © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 19. Engaging AgentsWork would be better if it were like a game Team work Sense of accomplishment Challenges Ability to learn Rewards © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 20. Engaging AgentsPerformance management through gamificationReal time feedbackBroad measuresOutcome and behavior basedEnable collaborationTangible rewards © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 21. Performance ManagementImprove service with agent monitoringMeasure everything*Coach based on dataExpose metrics to teams © Copyright 2013 Avanade Inc. All Rights Reserved.
  • 22. Key Takeaways Redesign work in your organization Design your experiences for performance Engage your agents Build in performance management © Copyright 2013 Avanade Inc. All Rights Reserved. 22
  • 23. Work Redesignedwww.avanade.com/WorkRedesigned © Copyright 2013 Avanade Inc. All Rights Reserved.