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Unified Desktop by Microsoft CCA


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Customer Care Accelerator presented at Tech-Ed Eilat 2010 by Kobi Magnezi

Published in: Technology, Business
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Unified Desktop by Microsoft CCA

  1. 1. ‫פותחים שולחן (עבודה)‬ ‫בעידן הרב ערוצי‬ ‫‪Kobi Magnezi‬‬‫‪CTO, Financial & Technology‬‬ ‫‪Matrix‬‬ ‫©כל הזכויות שמורות‬
  2. 2. ‫והָָארץ, הי ְתָ ה ת ֹהּו וָב ֹהּו,‬ ‫ָ‬ ‫ְ ֶ‬ ‫וְח ֹשְֶך, עַל-פנֵי תְ הֹום‬ ‫ְ‬ ‫©כל הזכויות שמורות‬
  3. 3. ‫©כל הזכויות שמורות‬
  4. 4. ‫וַי ֹאמֶ ר, יְהִי אֹור; ויְהִי-‬ ‫ַ‬ ‫אֹור‬ ‫©כל הזכויות שמורות‬
  5. 5. ‫©כל הזכויות שמורות‬
  6. 6. ‫וי ַרא אֶת-הָאֹור, כִי-טֹוב;‬ ‫ַ ְ‬ ‫ויַבְדֵ ל, בֵין הָאֹור ּובֵין‬‫ַ‬ ‫הַחֹשְֶך‬ ‫©כל הזכויות שמורות‬
  7. 7. ‫©כל הזכויות שמורות‬
  8. 8. CCF + Microsoft CRM CCF integrates Sales and customer service features: Order Invoice Account Contact Contract Case KB Manager Products, Leads opportunity management customer history, automated incident management, knowledge base Microsoft CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance ‫©כל הזכויות שמורות‬
  9. 9. ‫הגיע הזמן לשים את‬‫הדברים על השולחן...‬ ‫©כל הזכויות שמורות‬
  10. 10. ?‫מה השתנה השולחן הזה‬ Consumers Evolution Enhanced Number of business channelscompetition increased Number of Business systems increased ‫©כל הזכויות שמורות‬
  11. 11. Who’s and Who’s Unified Desktop Smart Portal Desktop Performance Support Beautification ‫©כל הזכויות שמורות‬
  12. 12. Rep Based Channels Unified Direct Desktop Channels Technology SocialChannels ‫©כל הזכויות שמורות‬
  13. 13. Fragmented technologyand high training costs can negatively impact your bottom line ‫©כל הזכויות שמורות‬
  14. 14. Unified Desktop:Connecting the dots ‫©כל הזכויות שמורות‬
  15. 15. What is Unified Desktop for the agent?The agent’suniversal remote ‫©כל הזכויות שמורות‬
  16. 16. Unified Desktop Reduce Average Handling Time 30s 2m 1m 30s Agent Customer Unified Agent Agent takes call bounce desktop resolves resolves for broken out of IVR navigation issue issue cell phone Dynamic navigation and automation Call wrap-upConsolidated Real-timeinformation speeds Minimal training recommendations Minimizecall kickoff redundant data In-context information access ‫©כל הזכויות שמורות‬
  17. 17. ‫!‪Features‬‬ ‫©כל הזכויות שמורות‬
  18. 18. Main featuresDesktop feature Contact Center Efficiency Customer Experience ImpactHolistic Customer View Higher success rate in Added value experience up/cross sellMulti customer / session Handle more inquiries Better service in lesssupport waiting timeSimultaneously access to Increase ability to Better ServiceKnowledge Base customer inquiriesTabbed Session Windows Quicker access to customer Less time waiting for / business information feedbackAutomation Less time spend on data Less time waiting for entering and application feedback switching ‫©כל הזכויות שמורות‬
  19. 19. Everyone wins! Agents – Saves time logging in and out of apps – Real time metrics and call status – Workflows among apps – Provides contextual information to resolve queries IT team – Lower training and maintenance costs – Quicker deployment of new positions and apps – Provide better support for different types of agent Customer – Consistent service quality across all media channels – No need to repeat the story over again – Improved first contact resolution – Acceptable handle time ‫©כל הזכויות שמורות‬
  20. 20. ‫על שלושה דברים השולחן עומד...‬ ‫מבט מקרוב ‪CCA‬‬ ‫©כל הזכויות שמורות‬
  21. 21. ‫‪Quick History‬‬ ‫©כל הזכויות שמורות‬
  22. 22. Demo Don’t hold your breath anymore! Let’s open CCA ‫©כל הזכויות שמורות‬
  23. 23. Integrated Agent Desktop Enable user-interface integration ‫©כל הזכויות שמורות‬
  24. 24. Session ManagementHandle multiple customer sessions across multiple channels interactions ‫©כל הזכויות שמורות‬
  25. 25. UI Automation - Improved CustomerExperience Delight customers with fast and accurate service ‫©כל הזכויות שמורות‬
  26. 26. Auditing & Reporting Audit and report on customer care activities ‫©כל הזכויות שמורות‬
  27. 27. Centralized Management Centrally manage and configure applications ‫©כל הזכויות שמורות‬
  28. 28. Demo Hosting new application and developing work flows ‫©כל הזכויות שמורות‬
  29. 29. Gazing ahead CCA is ready for the cloud: UD+S (derived from S+S) ‫©כל הזכויות שמורות‬
  30. 30. Case study Integrating SharePoint based Knowledge Management to enrich the agent- customer interaction ‫©כל הזכויות שמורות‬