Welcome and in the news and what’s new Crisis Communication App in action Empowering Liberty Directs' Contact Centre Visit https://youtu.be/cVMXY6ZRqZ8 to view the recording

1. 5 Simmonds Street Johannesburg 2001 / P O Box 7725 Johannesburg 2000
Tel +27 (0)11 636 9112 / Fax +27 (0)11 636 6299 / Mobile +27 (0)00 000 000
standardbank.com
EMPOWERING LIBERTY DIRECTS'
CONTACT CENTRE THROUGH
UNIFIED SERVICE DESK &
MICROSOFT DYNAMICS 365

2. AGENDA
1. Introductions
2. Problem Statement
3. Contact Centre Challenges
4. Proposed Solution
5. Architectural Guardrails
6. Making it Real

3. INTRODUCTIONS
Stephen Andrew
Head of IT | Liberty Direct
Shawn Redmond
Principal Consultant | redark Image

4. PROBLEM STATEMENT
“In a contact centre environment, where there are many disparate systems with which agents
need to interact with daily, we cannot afford poor process adherence, agents having to put up with
slow screen loading time due to multiple system integrations, or long training cycles on each
system involved in the sales process.”

5. CONTACT CENTRE CHALLENGES
• There are too many line-of-business (LOB) applications to interact with and manage to
effectively deal with customer data and interaction.
• Lack of adequate integration between the many line of business applications results in poor data
quality and data duplication, negatively affecting the agent productivity and customer experience
• Long training cycles, resulting in disproportionately high training costs for agents, bearing on
mind that high agent turnover is a reality of contact centre environments
• Poor adherence to call scripts and defined sales and servicing processes by contact centre
agents

6. PROPOSED SOLUTION

7. ARCHITECTURAL GUARDRAILS
The implementation of the solution aspired to adhere to the following guiding principles:
• Separation of system responsibilities, limiting the need for duplication of data between various
line of business applications and focus on ensure the right tool for the right job.
• “Everything in one place” which aimed to ensure that the contact centre agent would engage
exclusively with the Unified Service Desk application only, and the system would be responsible for
guiding the agent through the process, reducing the lengthy training cycle
• Limited system to system integration, allowing Unified Service Desk to serve the agents with the
correct information from the correct system at the right time in the process.
• Simplicity and speed guided any decision that needed to be made in the implementation. Call
duration, and after call work are key metrics in any contact centre.

8. MAKING IT REAL
• One UI
• Ease of use
• Ease of integration
• Mirrored business process, which improved adherence, increasing agent’s QA score and therefore
commission
• Shortened the sales call duration
• Presented relevant information to the agent at the time they needed it, to assist a better sales
experience for the customer and ultimately more sales as a result
• Problems experienced
• Potential for improvements

14. End – Thank You