How to get more value out of customer interactions by blending online with voice services Stefan Hopmann eComm Fall Amsterdam 30.10.2009

Web & Voice Convergence Usability Expectations Image Awareness Cost Sensitivity Service Fragmentation dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

Web & Voice Convergence

Usability Expectations

Image Awareness Cost Sensitivity

Service Fragmentation

dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version Service Service Service Service Service Network & Enabling Services API Reporting Admin QoS Support API API API Identity ... SMS/MMS Call Setup API * API = Application Programming Interface ... Complexity Path of Definition Value Generation Short head Long tail Create standard enabling layer Pave the way through hook service deployment Sell & support

Complexity

Path of Definition

Value Generation

Create standard enabling layer

Pave the way through hook service deployment

Sell & support

Explain Demonstrate Adapt Convince Implement dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

Explain

Demonstrate

Adapt

Convince

Implement

dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version Save Time Online Self Diagnosis Dynamic Placement Reporting & no-Answer-Mgmt … by blending online with voice services: Call Setup API – Click2Call Service Save Time Turn Contacts into Sales Report on Marketplace Efficiency Online Self Diagnosis Context Information Dynamic Placement Callback option Reporting no-Answer-Mgmt How to get more value out of: Online Customer Interactions

dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

Call Setup - more than an API Seller of car does not answer or is busy Gets email with CallerID, Subject, Timestamp Seller of car has limited opening hours Possibility to request callback Seller has various sales people responsible for cars Routing to correct person Repeated use Browser will remember your phone number dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

Seller of car does not answer or is busy

Gets email with CallerID, Subject, Timestamp

Seller of car has limited opening hours

Possibility to request callback

Seller has various sales people responsible for cars

Routing to correct person

Repeated use

Browser will remember your phone number

One Size does not fit all Know the technology Work hard on capabilities But know the customer Their pain points Their needs How to get them excited dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

One Size does not fit all

Know the technology

Work hard on capabilities

But know the customer

Their pain points

Their needs

How to get them excited

Contact information Stefan Hopmann Swisscom AG Strategy & Innovation Hardturmstrasse 3 CH-8037 Zürich Phone +41 44 273 73 03 [email_address] www.swisscom.ch dd/mm/yyyy Classification, First name & surname, Organization, Filename_Version

Stefan Hopmann

Swisscom AG

Strategy & Innovation

Hardturmstrasse 3

CH-8037 Zürich

Phone +41 44 273 73 03

[email_address]

www.swisscom.ch