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Orange business services power of voice webinar

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Voice continues to be a key channel for customer support, even in a multi-channel world. Have you optimised this premium and effective channel to ensure the best customer experience? Find out how you …

Voice continues to be a key channel for customer support, even in a multi-channel world. Have you optimised this premium and effective channel to ensure the best customer experience? Find out how you can by replaying the slides used in our ‘Power of Voice’ webinar held in June.

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  • 1. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 The Power of Voice for Today’s Customer
  • 2. • About ICMI and its latest statistics on the contact centre space • Why voice has become more essential to the customer experience • How voice has become intelligent, yet simplified • How Orange is leading the way with voice evolution, globally • Q&A
  • 3. Sarah Stealey ReedSarah Stealey Reed Content Director & Senior Analyst | ICMI @stealeyreed @callcentericmi #icmiresearch Content Director & Senior Analyst | ICMI @stealeyreed @callcentericmi #icmiresearch Thomas FayetThomas Fayet Product Manager – Contact Center Access @orangebusiness #powerofvoice Product Manager – Contact Center Access @orangebusiness #powerofvoice Duncan HawkinsDuncan Hawkins Business Development Director @orangebusiness #powerofvoice Business Development Director @orangebusiness #powerofvoice
  • 4. ICMI is about Empowerment! Industry Expertise ~ Research & Benchmarking
  • 5. ICMI Multichannel Research Within last 12 months, ICMI surveyed 1286 contact center leaders about multichannel – Understand channel preferences – Connections to CSAT & FCR – Customer and agent engagement links – Uncover multichannel realities, challenges and opportunities
  • 6. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Learn more about optimizing the voice channel!
  • 7. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Key Research Findings 1. Contact Centers are BUSY 2. Voice Remains Important 3. Customer Experience Reigns 4. We ALL Have a Global Reach 5. Analytics Can Help 6. Select the RIGHT Partner
  • 8. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 WHY is this Important?
  • 9. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 WHY is this Important?
  • 10. Contact Centers are Busy
  • 11. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today There are a LOT of channels being supported
  • 12. If you are supporting at least two channels…you are already multichannel!
  • 13. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today
  • 14. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 The Voice Channel Remains Necessary; Perhaps MORE Necessary than Before
  • 15. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today
  • 16. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today
  • 17. 17 Orange holistic approach of Voice for Contact Centers vast choice of worldwide access numbers routing advanced routing options adapted to your business needs IP types of connections in more than 100 countries call collection delivery
  • 18. Did you know? #1
  • 19. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Single Contract; Billing Flexibility
  • 20. 20 Orange offers a flexible contracting framework Single point of contact with the flexibility of local billing options Facilitated management : save time and money with less suppliers & invoices
  • 21. Did you know? #2
  • 22. Routing Management
  • 23. 23 simply and dynamically manage call routing in real time Orange Web interface to: change the call routing settings in real time trigger a contingency plan activate back-up routing in seconds
  • 24. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today
  • 25. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 The Customer Experience
  • 26. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 WHY is this Important?
  • 27. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
  • 28. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 “We are still in the early days of what will clearly be a years-long revolution in how companies and customers communicate. But what’s clear is that agents are still going to be the focal points for the highest complexity (and highest value) interactions.” ~ Keith Dawson - Ovum
  • 29. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Which Metrics Matter?
  • 30. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Which Metrics Matter?
  • 31. Did you know? #3
  • 32. Investing in Quality of Service
  • 33. 33 performance commitment by Orange Business Services state of the art network design performance, leveraging Orange Labs R&D as well as best-in-class equipment providers strong SLAs: network uptime, service availability e.g. uncompressed voice for optimal quality, and HD Voice ready seamless worldwide organization with local presence in 166 countries 1 2 3 4
  • 34. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
  • 35. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today According to our research, almost 86% of service centers support at least two channels.
  • 36. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 “No matter how sophisticated and prevalent your channel options, customers will still need to reach agents at times.” – Brad Cleveland, ICMI
  • 37. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Emerging Technologies & Countries, Mean We are ALL Global
  • 38. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
  • 39. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Non-English customers are growing!
  • 40. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
  • 41. Did you know? #4
  • 42. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Global Coverage
  • 43. 43 Orange worldwide coverage with call collect services in +120 countries Toll-free (0800XXX) call collection in 120 countries PSTN call collection in 70 countries UIFN (+800XXX) universal international free phone numbers in +50 countries largest choice of access numbers Toll-share revenue-share access numbers in more than 20 countries more details in appendix Contact Center Access
  • 44. 44 Orange worldwide coverage with call collect services in +120 countries Saudi Arabia Toll-free Ghana PSTN Azerbaijan PSTN Who else is able to offer numbers in? Cambodia PSTN
  • 45. 45 Because all businesses already have numbers in production… 1.we offer number portability in 100+ countries allow to smoothly keep your numbers when moving to Orange using established processes with local authorities 2.we offer contract novation when numbers are not portable, we can transfer your contract to us so that you can keep your numbers 3.we support you in the assessment and execution smooth number porting requires to properly follow processes, provide the right document, on a per country basis and in a continuously changing environment. Our in country and central experts are here to support you
  • 46. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 “Our callers trust us more and think we are providing more accurate information when we speak to them in their native language.” ~ call center manager for a national non-profit
  • 47. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Intentions for Today Analytics Help Tie Everything Together
  • 48. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Analytics keep you from using the crystal ball
  • 49. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177
  • 50. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Anticipatory Data! Identify + Personalize = Engagement
  • 51. Did you know? #5
  • 52. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 Reporting and Analytics
  • 53. 53 Reporting & Analytics What is the value of having access to detailed call statistics? – Understand call patterns, and optimize sizing – Understand the revenue associated to a 0800 number – Identify customer calls that were not answered and call them back customer case studies
  • 54. ©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177 Reach your customers before they need you
  • 55. ©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 The Right Voice Partner Makes the Difference
  • 56. Five good reasons to choose Orange Contact Center Access 1. Single Contract , flexible Billing 2. On-line Routing Management 3. Quality & Performance 4. Coverage 5. Reporting & Analytics
  • 57. 57 Orange Contact Center experience with an international presence and local support in 220 countries and territories, we: – serve 5,000 customers – have 500 expert employees on contact center – carry five billion minutes per year – manage 60,000 contact center positions – host 2,000 servers – manage 120 million payment transactions, 250 million sms/mms and 16 billion hits per year – provide multimedia advanced services to lower costs for customer service 57575757
  • 58. Sarah Stealey Reed sreed@icmi.com Sarah Stealey Reed sreed@icmi.com @stealeyreed @callcentericmi @stealeyreed @callcentericmi Thomas Fayet Thomas.fayet@orange.com +41 78 621 52 93 Thomas Fayet Thomas.fayet@orange.com +41 78 621 52 93 #icmiresearch #cctr #custexp Duncan Hawkins duncan.hawkins@orange.com +44 7714 707151 Duncan Hawkins duncan.hawkins@orange.com +44 7714 707151 Contact us: Thank you!

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