CaféX Live Assist and Kickstart banking and insurance case studies 2016

Transforming Digital
Engagement
September 2016
©2016 CaféX Communications | www.cafex.com|info@cafex.com

2
We make Together Happen.
Our software makes it simple for companies to transform online customer
engagement and workforce collaboration.

Amex
video chat in tablet
app
Esurance
video claims appraisal
Nationwide Now
remote mortgage
advisor
FACTS
Mobile & Web are the New Face of Business
3
Desk.com
live video & co-browse
Over 90% of users
would replace customer
channels with a mobile
app
Endpoints are changing
Software-based desktop video
conferencing to more than
double by 2017
Sources: Gartner, ClickFox, Frost & Sullivan©2016 CaféX Communications | www.cafex.com|info@cafex.com

Disconnected
journey
App context is not correlated
Users must repeat details
No visibility within CC, CRM
& IVR
High friction
experience
App users must switch channels
Install plugins
Download software clients
When App Users Need Help from a Live Person
4
PROBLEM

Office
Contact Center
MobileHome
Customer
Seamless & Pervasive Experiences No Matter which browser, device or app
Customer / Employee
Enabling the Omnichannel Experience
5
In the car

We enhance digital experiences with contextual
real-time collaboration.
6
WebRTC SDKs for
Mobile & Web
Supervisor
Assist
Live Assist®
& Kickstart
Chime for Pervasive
Collaboration
©2016 CaféX Communications | www.cafex.com|info@cafex.com | CONFIDENTIAL

Use Cases
Online Banking & Wealth Management
• Cross-sell/up-sell new accounts, onboarding
• On-line banking, bill pay set-up, loan servicing
• “White glove” service for high net worth clientele
Insurance/Healthcare
• Plan research and comparison
• Application processing
• Coverage verification
• Claims processing
Retail
• Catalog sales
• Up-selling/cross-selling
• Return authorization
CaféX Communications © 2016 – All Rights Reserved.7
Source: Strategic Contact

Case Studies - Overview
8

Digital is the primary access channel for most
banking customers and starting point for journeys that
cross channels
Source: Mobile Banking & Payments Summit, 2015

4 out of 5 of digital customers need support during
key journeys and expect quick access to help
Source: Forrester
Source: Mobile Banking & Payments Summit, 2015

Banking with IVR Bypass
Customer presses click-
for-care button inside app
or web page
Call is routed to specific agent
in call center based on
customer context. Customer is
presented with estimated wait
time.
Account information, web page and
other context info are delivered/
“screen popped” to Financial
Advisor along with video call
Use Case
• Seamless omnichannel experience
• Upsell Opportunity
• Higher conversion rate
• Foster relationship
Impact
Enabling a Genesys Contact Center
with Visual (silent) IVR and C2C
collaboration
©2016 CaféX Communications | www.cafex.com|info@cafex.com11

Case Study: Click-for-Care allows customers to seamlessly
transition from self-service within mobile app to service with phone
banker
12
TechnologyExperience
Design
Data & Business
Processes
Execution
• 50% of calls are
from mobile
phone
• Customers
authenticate 2-4
times during
transition from
self service to
live help
• Removes big
pain points for
customers and
team members
• Seamless
omnichannel
experience
• Authentication
status passed to
agent’s desktop
• Eliminates need
for customers to
answer “Out of
Wallet”
questions for
transactions
©2016 CaféX Communications | www.cafex.com|info@cafex.com Source: Mobile Banking & Payments Summit, 2015

Omnichannel Collaboration like Click for Care is
associated with improved customer engagement
compared to traditional calling
13
METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to
connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone
Agent.
©2016 CaféX Communications | www.cafex.com|info@cafex.com Source: Mobile Banking & Payments Summit, 2015

Case Study: 2nd Largest US
Insurer
14

Challenge
Optimize the insurance
claim and repair
process for clients
involved in automobile
accidents
Use Case
Insurance Case Study: Connected Claims
15
Benefit
Clients get cars back 1
week or 25% faster
from body shop Body shop connects to
loss adjuster in real-
time with mobile video
As repairer does walk-
around, adjuster captures
full resolution digital
images remotely
Repairer & adjuster
collaborate to discuss
sourcing & finalize
settlement

Connected Claims Benefits
16
Process
1
WEEK
SAVED
FASTER REPAIR
Customers get cars
back
1 week or 25% sooner
CSAT
HIGHER RTF
Referral scores up for
customers & body
shops
Productivity Cost
MORE
EFFICIENT
Higher throughput
for body shops &
adjustors
LESS COST &
FRAUD
Insurer saves on
rental car costs, lower
fraud risk

Case Study: JurisLink Legal
Services
17

Case Study: Attorneys connecting with their clients
“It saved me 5 hours of driving and
the travel of the interpreter.”
Kiosk for Inmate
Attorney Conference
Easier to use – no
plugins, simple camera
setup, web or mobile
Increased case efficiency
Improved safety
Challenge
Simplify & improve
access between
attorney & inmate.
Benefit
$60K/month travel &
expenses savings per
attorney.
Use Case

Additional Case Studies
19

High Net worth Clients
Enable 3K Financial Advisors &
10K High Net Worth Clients with
video collaboration from within
bank’s iOS app - no plugins or soft-
clients
Use Case
• Improve productivity
• Speed issue resolution
• Foster better partnerships
Impact
Client can initiate a chat
through presence
indicator of FA and launch
a video call or join other
video calls from within the
banking app
Collaborate with other
expert peers (n-way
video); app-share & co-
browse
FA’s or experts can leverage
existing video devices (no rip
and replace)

Financial Card Services
21
Card member initiates
voice or video call from
app
Call is routed based on
caller status/profile,
product to
agent/concierge
Account info, online activity
“screen popped” to agent /
concierge with video call
Enabling initial 45K platinum
members with video collaboration with
CC Agents via tablet App or web portal
Use Case
• Reinforce value of the card
• Higher CSAT - 4 pts increase in NPS
• Higher conversion rate + upsell
• Stronger client-advisor relationships
• Agents get more human, personal
experience
Impact

Video Contact Center
Customer clicks on
link to start video
support session
Call is routed to contact
center with video queuing
and video IVR. Customer
navigates and is routed to
video agent.
Agent supports customer to
resolve support request.
Use Case
Enable
• Add visual IVR into web access
• Video customer engagement
• Utilize current CC infrastructure
• Video queuing for upsell
opportunities
Impact
Enable the current Bank contact
center with video capabilities utilizing
bank’s video endpoints and existing
CC
Major Canadian Bank

Health Insurance with Callback
Subscriber requests
immediate or
scheduled callback
from Insurer web
portal or mobile app.
A callback is made from an
agent catering to the
subscriber’s specific needs
(claims, coverage, formulary,
etc.)
Account information, web page
and other context info are
delivered/ “screen popped” to
the call center agent.
Use Case
• Improves subscriber experience
through lower wait times.
• Increases agent productivity by
providing subscriber identity and
call context info.
Impact
Enabling contact center with callback
initiated from a web portal or mobile
app.
Major US Health
Insurance Provider

Video Enhanced Quoting Process
Prospective client has
provided Agent with
information needed
for an insurance quote
Accelerate Time To Revenue & Improve Client Satisfaction
Agent sends
prospect link for
“click to connect”
to virtual
meeting to review
the quote
proposal
Agent & client
engage via
video, co-browse,
file share &
annotation
Agent assists
customer with e-
signature process.
Enhance personal
connection as
“trusted advisor”
Agent goes
through quote
proposal with
prospect to point
out value
propositions
24
Large US Insurer

Thank You
www.cafex.com
@CafeXComms

CaféX Live Assist and Kickstart banking and insurance case studies 2016

Recommended

Recommended

More Related Content

What's hot

What's hot (16)

Viewers also liked

Viewers also liked (20)

Similar to CaféX Live Assist and Kickstart banking and insurance case studies 2016

Similar to CaféX Live Assist and Kickstart banking and insurance case studies 2016 (20)

Recently uploaded

Recently uploaded (20)

CaféX Live Assist and Kickstart banking and insurance case studies 2016

Editor's Notes