© 2012 Tieto Corporation                           Tieto Customer Experience Integrator                             100 mi...
© 2012 Tieto Corporation                           On Top of Our Minds
Our Customers & Partners                            Financial Services   Telecom   Utility   Other© 2012 Tieto Corporation
References                                        • Design, development & management of applications to 1000 agents       ...
Key to Success                           Customer Experience Integration© 2012 Tieto Corporation
We deliver realistic Customer Experience                           Integration from vision to execution.                  ...
Let us help you develop a Customer Experience                           Integration roadmap...                            ...
Taking in mind which customer functionalities have                           the greatest impact on your business...      ...
Based on the latest technology, enhanced with                           existing functionality or best of breed add ons......
Contact center of the future:                           Keep the things your customers like, add the things your customers...
Accelerator: Mobile Chat© 2012 Tieto Corporation
Realised benefits with NL market leaders                            Cross- and Upsell                  Cost to Serve      ...
Joost van Ham                           Solution Manager Strategic Consulting & Innovation                           Joost...
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Tieto Introductie

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Tieto Introductie

  1. 1. © 2012 Tieto Corporation Tieto Customer Experience Integrator 100 million European consumers serviced daily by Tieto solutions 600 specialists on CRM, Customer service and Self-Service
  2. 2. © 2012 Tieto Corporation On Top of Our Minds
  3. 3. Our Customers & Partners Financial Services Telecom Utility Other© 2012 Tieto Corporation
  4. 4. References • Design, development & management of applications to 1000 agents • Providing services for inbound and outbound call for contact center, retail and online • > 1 million contacts per month • Development & implementation of Aegon Unified Desktop solution • “Tieto delivered the flexibility and expertise that was needed to make the ADT a succces.” - Peter van Wijk, programme manager, AEGON • Winner 2011 National Value Center Award • Automated inbound marketing solution Innovation Award • 15 month earn-back period© 2012 Tieto Corporation
  5. 5. Key to Success Customer Experience Integration© 2012 Tieto Corporation
  6. 6. We deliver realistic Customer Experience Integration from vision to execution. 1. We develop the customer service strategy and targets with our customers 2. We ensure the business reasoning and KPI’s for the transformation process 3. We are passionate about the end user needs and make sure they align with business objectives 4. We ensure the technical feasibility already in early stages of the transformation process 5. We drive the transformation process and implement relevant customer© 2012 Tieto Corporation interaction solutions where applicable
  7. 7. Let us help you develop a Customer Experience Integration roadmap... Architecture Business Case assessment Customer Requirements & Interaction Vision process review Roadmap Scoping Proof of Concept Assessment© 2012 Tieto Corporation
  8. 8. Taking in mind which customer functionalities have the greatest impact on your business... IMPACT ON BUSINESS KPI’S CONNECTED DEVICES AUGMENTED REALITY CUSTOMER OVERVIEW CROWDSOURCE INSIGHTS VIDEO CRM CHAT SOCIAL MEDIA UNIFIED DESK USABILITY PRESENCE CTI X/UP SELL REALTIME WEB REPORTING INTEGRATION EFFICIENCY WFM FO/BO INTEGRATION PROCESSES KNOWLEDGE MNGT IVR© 2012 Tieto Corporation SYSTEM ACCESS
  9. 9. Based on the latest technology, enhanced with existing functionality or best of breed add ons... IMPACT ON BUSINESS KPI’S Customer Experience ACCELERATORS Management Customer Interaction CUSTOMER CONTACT PLATFORM Management© 2012 Tieto Corporation
  10. 10. Contact center of the future: Keep the things your customers like, add the things your customers will love Add relevant suggestions© 2012 Tieto Corporation Add social events to your desktop Add chat
  11. 11. Accelerator: Mobile Chat© 2012 Tieto Corporation
  12. 12. Realised benefits with NL market leaders Cross- and Upsell Cost to Serve +15% (Banking + telco) - 10% (Banking) Retention Online Conversion + 30% (Leasure / Media) +15% (Telco, Banking, Insurance) NPS Channel Deflection / Steering From minus 60 to plus 15 (telco) - 15% Call Avoidance - 15% Call Deflection (to lower cost channels)© 2012 Tieto Corporation
  13. 13. Joost van Ham Solution Manager Strategic Consulting & Innovation Joost.vanham@tieto.com +31 (0) 6 22 180 866© 2012 Tieto Corporation

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