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Automatización en el Contact Center
Juan Antonio Estival
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
360º Grados
Agenda
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3
Observar
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4
NAV360 SMG – Busca Objetivos
Filtros
Patrone...
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 5
Ahora Sí. Captación
66Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Voice
SMS
E Mail
SIP
Proactive Outreach
Mana...
77Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
AgentCliente
Knowledge
BaseMotor de Conversa...
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 8
Customer Experience
99Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
La Tienda Del Contexto
Información en tiempo...
1010Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Enterprise Work Assigment
Business context...
1111Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Dibuja tu contact center
La unificación Re...
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 12
Funcionalidades
 100% procesado y transcri...
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 13
Métrica vs Análisis
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 14
Buy OwnSelect
Purchase
Research
Receive
Onb...
Avaya en Contact Center telefónica
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Avaya en Contact Center telefónica

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Ponencia de Altitude en el evento organizado por Telefónica sobre Tendencias en Contact Center en Madrid el 22/05/2014.

Más información sobre el servicio Contact Center de Telefónica en http://bit.ly/Ut3TPR

Published in: Technology
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Avaya en Contact Center telefónica

  1. 1. Automatización en el Contact Center Juan Antonio Estival
  2. 2. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 2 360º Grados Agenda
  3. 3. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 Observar
  4. 4. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 4 NAV360 SMG – Busca Objetivos Filtros Patrones - Lenguaje Natural - Análisis de patrones - Servidor de Decisiones Analíticas - 100% Abierto. 100% Integrable Lista de Objetivos Decisiones Anaíticas Contenidos Fuentes (Twitter, Facebook, YouTube, Blogs, etc.)
  5. 5. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 Ahora Sí. Captación
  6. 6. 66Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Voice SMS E Mail SIP Proactive Outreach Manager Agente Predictivo Contacto Proactivo. Social Media Agente Virtual Tu Eliges Hosted On Premises Cloud  Contacta por cualquier canal  Escalado entre canales  Optimiza tiempos de agente con marcación Predictiva  Estrategias Universales Orígen de Datos
  7. 7. 77Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. AgentCliente Knowledge BaseMotor de Conversacion Escalar a un agente CRM ERP Recursos Avaya Automated Chat Soluciones Integrales Lenguaje Natural Consulta Cliente Respuesta Automática Respuesta Agente Respuesta Agente IVR No. Experience Portal Sí.
  8. 8. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 8 Customer Experience
  9. 9. 99Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. La Tienda Del Contexto Información en tiempo real compartida en Memoria Simple, Rápido, Abierto. Eficaz Click Consulta Permanencia Evento: Consulta Permanencia, Fecha
  10. 10. 1010Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Enterprise Work Assigment Business context properties and attributes can also be used for rule selection Atributos para emparejar Best Match Propiedades •Tiempo Real o Históricas Atributos •Contexto •Cualquier Fuente Propiedades Requeridas/Preferidas Rule selection* La Tienda Del Contexto Políticas •Avaya o Externas
  11. 11. 1111Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Dibuja tu contact center La unificación Real Collaboration Environment
  12. 12. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 12 Funcionalidades  100% procesado y transcripción de conversaciones  Mapa visual de cada llamada con diferenciación de interlocutores  Flujo universal con envío de alertas por email. Diferenciador  Análisis de tendencias: Indices contextuales  Categorización basadas en inclusión o ausencia de palabras clave  Acceso inmediato a segmentos de llamada Voice Analytics Búsqueda Proactiva
  13. 13. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 Métrica vs Análisis
  14. 14. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 14 Buy OwnSelect Purchase Research Receive Onboard Use Maintain Promote Renew Interesting! Find Out More! Place an Order Receipt and Setup Chasing Order Learning to Use Product Making a Payment Troubleshoot Upgrade Disconnect Leaving Retain & Winback Promotion Offer Feel & Compare Products Mobile/Web Research La experiencia 360º Advanced Wait Treatment Callback Assist Enterprise Call Routing Automated Chat Email, Speech CC Mobile VideoSocial Media Security & Biometrics Breakdown Damage Proactive Outreach Automated Web Chat Proactive Outreach No te conformes con menos

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