Orange Business Live 2013 Customer contact management breakout
 

Orange Business Live 2013 Customer contact management breakout

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Customer contact management breakout presentation shared at Orange Business Live 2013, Prague, June 2013.

Customer contact management breakout presentation shared at Orange Business Live 2013, Prague, June 2013.

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Orange Business Live 2013 Customer contact management breakout Orange Business Live 2013 Customer contact management breakout Presentation Transcript

  • Orange Business Live 2013360°customer contact managementLaurissa Gillespie - HPGiancarlo Duella - OrangeChristophe Quintard - Orange
  • 360° customer contact managementinnovative ways to engage with your customers
  • 3agendasection 1 new market trends and expectationssection 2 customer contact solutions by Orangesection 3 customer testimonial: HPsection 4 why Orange?section 5 Q&AOrange Business Live 2013: solutions breakout
  • 4evolving market trendsand expectations
  • 3 main trendscloudcloudcloudcloudmobilitymobilitymobilitymobilitymultimultimultimulti----channelchannelchannelchannel
  • 6end users aremobile andhyper-connectedevolving behavior in an evolving market… your customers have (even more) powerOrange Business Live 2013: solutions breakoutsmartphones digital tabletsInternet social media* source: Markets & Moves 2012-2016CAGR 2012-17France: 49%Africa: tablets willrepresent up to 40% ofthe PC shipments by2016Europe: smartphonespenetration will pass80% by 2017North Africa: 20% in2013; 44% in 2016 *
  • 710%8%12%23%17%50%37%73%19%20%32%42%43%56%71%76%SMSsocial mediaWeb chatautomated speech recognitionWeb self-serviceautomated touchtone systememailphone live agent2012 2010source: Ovum, choosing the right contact center, 2012channel preferences of customers for customer servicedigital channels’ usage is increasing dramatically…but traditional voice contacts remain keyOrange Business Live 2013: solutions breakout
  • 8these new expectationsnew expectationsnew expectationsnew expectations create new businessnew businessnew businessnew businessimperativesimperativesimperativesimperatives that can be served by the cloudcloudcloudcloudOrange Business Live 2013: solutions breakoutagility & flexibilitynew business imperativessimplicitycost effectivenessnew expectationsfrom end-usersempowerment (self-service)personalized immediate &multi-channel experiencesocial networking andviral informationcloud solutions
  • 9challenge #1: provide the right channel, at the rightmoment, for the right consumer, for the right serviceOrange Business Live 2013: solutions breakoutsource: OVUM/study based on 8,000 consumers across the globe (2012)74% of consumers use at least three channelsto engage with customer service25% of consumers useone or two channels52% of consumers usethree or four channels22% of consumers usefive or more channelsthreechannelsfourchannelsfive or morechannelsonechanneltwochannels
  • 10challenge #2: manage efficiently multi-channelinteractions within your CRM ecosystem, whilecreating valueOrange Business Live 2013: solutions breakoutall medias and contact interactions don’t have the same cost* needs strong expertise to be relevant** depends on complexityconsidering segmentation as a critical success factorchoosing the right business modelcreating a seamless customer journeygiving value to the human contactchannel integration is keyoffer the right contact to the right customer at the right time at the best cost by:chat session2€email50 cts to 10€ **face-to-face contact15€ to 45€social CRMfew cts*video call15€voice contact3€
  • 11we can help you meet your customers’ needs whileachieving your business imperativesOrange Business Live 2013: solutions breakoutto view the video go to: http://bit.ly/14mUFU8
  • 12customer contact solutionsby Orange
  • 13end-to-end management:assess, design, build & runa globally available portfolio leveraging the power ofthe cloud, ensuring a 360° customer relationshipOrange Business Live 2013: solutions breakoutglobal consultingglobal Infrastructure as a Serviceglobal call collectionManaged ContactCenter PremiumNetwork-IVRFlexible ContactCenterintegration (MS Lync, UCaaS, etc.)
  • 14mobile and digitalenriched Web andmobile applications(Joyn apps)near fieldcommunication (NFC)parkingpaymentparkingpaymentloungeaccessloungeaccesssecuritychecksecuritychecka few exampleswe are constantly enriching our portfolioenriching our portfolioenriching our portfolioenriching our portfolio to ensureyou keep in touch with your customers today andtoday andtoday andtoday andtomorrowtomorrowtomorrowtomorrowOrange Business Live 2013: solutions breakout
  • 15HP testimonial
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.CRM - call channelatPrinting & PersonalSystems (PPS) EMEALaurissa GillespieTelecom Operations Manager PPS EMEA
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17Printing & Personal Systems
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18CRM: Customer choice - ‘Contact HP’1 Call 84%2 Email 14% 4 Social Media3 Chat (HP SA) 2%% of total support volume PPS EMEA Consumer marketServices & Support PPS EMEA CALL EMAIL CHAT SOCIALMEDIATechnical SupportPremium SupportPartner/Retailer SupportPC Tune Up (SmartFriend services)Care Pack – Warranty extensionsInk Recycle
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19PPS EMEA customer support landscape• Support is available to allcustomers throughout EMEA• Provided in 25 languages from16 countries• Customer Satisfaction• Brand loyalty• Drives product qualityHP Contact Centrelocation
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20PPS EMEA telecom stats+200 access numbers for PPS EMEA2011: 3 million minutes (per month - Inbound)2012: 2.5 million minutes2013: 2 million minutesCountries with local (In Country) numberCountries with International numberInternational to local number in progress
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21PPS ‘Country Expansion’ growing with OrangeAfrica: Ghana and KenyaEurope (Eurasia): Azerbaijan, Georgia, Armenia, KazakhstanCurrent situation• International (+27) accessnumber (PSTN) forEnglish language support- African countries.• International (+7) accessnumber (PSTN) forRussian language support- European countries.Historical reason• Telecom providerunavailability or unreliabilityin non-standard ‘exotic’countries• Challenging to address interms of call-routinginternationally &contractual requirementsFuture setup• Toll-free access numbers percountry• Call routes to relevant CClocation based on languageWe ensure all our customers - regardless of location - have a local, reliable and costeffective means to Contact HP via the Call channelOrange expansion capability facilitates HP expansion throughout EMEA
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22Why Orange Business Services for PPS EMEA?Pre-sales consultancyProject managementOrange helpdesk (24*7)KPI and comprehensive reportingHigh n/w stability/low issue occurrence5 hour SLA on P1 issuesFast implementation of ‘change’(EU Directives, re-routing)Long-lasting partnership since 1994Competitive pricingQuotations provided timely& detailed to business levelIn-Country access - various formats‘Vendor Managed’ accessLanguage-based n/w IVRs“One stop” shopExtensivePortfolio ReliabilityProfessionalServicesCost effective
  • © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23Orange IVR solutions for PPS EMEAHP IVR - ItalianOrange n/w IVR(scalable, flexible)German region:Welcome message in German;Options:1. HP support in German2. HP support in French3. HP support in ItalianFrench region:Welcome message in French;Options:1. HP support in French2. HP support in German3. HP support in ItalianItalian region:Welcome message in Italian;Options:1. HP support in Italian2. HP support in German3. HP support in FrenchHP IVR - GermanHP IVR - French1 number for Switzerland3 languagesHP FranceHP GermanyHP Italy
  • © Copyright 2013Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.Thank you
  • 25why Orange?
  • 26best technologies andleading partnersstrong experience as a leader in customerrelationship managementwe are where you and your customers need to be …Orange Business Live 2013: solutions breakout19,000customers worldwide4,000customers in the cloud90,000contact center agentpositions worldwide
  • 27they trust usOrange Business Live 2013: solutions breakouttransport & tourism retail bank and insurance industry & services
  • 28takeaways:we help you makethe differenceinternational footprintcomprehensive portfoliodedicated expertregional teamsexpertise in multi-channelcustomer relationsinnovation and performancethanks to our Orange LabsOrange Business Live 2013: solutions breakout
  • 29Q & A
  • thank yougraciasmerci謝謝ً‫ا‬‫ر‬dziekujemultumescありがとうteşekkür