Transforming agents from stand-ins to superheroes: how voice channel access fits seamlessly in the online customer experience.

1. Transforming agents
from stand-ins to superheroes
how voice channel access fits
seamlessly in the online customer experience

3. Voice channel interactions in 2020 ask for
less quantity and more quality

4. WebRTC is a technology which enables
you to create more added value from a
phone call in the customer journey

5. Customer service
automation

6. Self service

7. Human service

8. Human serviceSelf service

9. Live chat
Website
Facebook Messenger
Google Assistant
Chatbots
Email
WhatsApp
Twitter
Amazon Alexa
Mobile application

10. Voice channel interactions in 2020 ask for
less quantity and more qualityScalability SustainabilityEfficiency

11. SuperheroStand-in

12. People want to be helped by an agent of
flesh and blood, not bits and bytes

13. 39% of customers prefer phone/voice
as a customer service channel
20%
16%
12%
5%
39%
3%
5%
Email
Live chat
Online self-service
Social media
Phone/voice
Text message
Undecided
Source: Microsoft, March 2019

14. Empathy
Creativity
Passion

15. Trust

16. Flesh and bloodBits and bytes

17. How do you embed voice access
into an immersive online journey?

18. Be there when they
really need you

21. Hotel C € 139
Hotel A € 139

22. How do you embed voice access
into an immersive online journey?

24. Uses internet connection, like WiFi or 4G
Runs in any modern browser
Follows original inbound call flow
Initiates by click-to-call

25. companyname.com/service
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COMPANY
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26. Be there when they
really need you

27. Transform your agents into superheroes

28. Make stand-ins do the heavy lifting

29. WebRTC facilitates interaction and feedback in an immersive fashion
Seamlessly embed voice with an accessible click-to-call experience
Provide voice access at the right touchpoints in the customer journey
A phone call remains the most desirable way of customer service delivery
Maximizes added value and increases conversion to meet business KPI’s

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