The document discusses the importance of enhancing customer experience through advanced contact center solutions, which offer multiple communication channels and support proactive customer engagement. Key principles for improving service include personalization, fast response times, and efficient use of technology. The text highlights the shift from traditional call centers to modern contact centers that leverage various tools for improved customer interactions and satisfaction.

1. Improving Your
Customer’s Experience
Matt Neimeier, Contact Center Solution Specialist
Scott Bussey, Senior Cloud Product Manager

2. 1
Who is Integra?
Choose from a variety of data and Internet
solutions to connect your business &
customized for your unique requirements.
Secure. Scalable. Reliable.
CONNECTIVITY
Leverage our scalable, flexible and cost
effective hosted & managed solutions
so you can focus on your business.
Save Time. Save Money.
HOSTED & MANAGED
Protect your business from a wide range
of evolving online threats with our
comprehensive security suite.
Customized Protection.
CYBER SECURITY
EMPOWERING
THROUGH TECHNOLOGY
BUSINESS

3. 2
Who is Mitel?

4. 3
Global Business Mobility
BYOD
Cloud Social
Networks
Compliance Competition
You
Business Challenges

5. Increasing Economic Pressures
Changing Patterns of Customer Service
Increasing Customer Expectations
Increasing Competitive Pressures
Today’s Customer Service Reality
4

6. 5
+ The Customer Effort Score
is derived from asking the
customer a simple question:
How much effort did you
personally have to put forth to
handle your request?
+ Scores range from:
1 (very low effort) to
5 (very high effort)
What is your “Customer Effort”?

7. REALITY: Traditional call centers focused
on incoming calls. Today contact centers
give customers a variety of communications
tools to interact with your business.
Your customers can use voice, email
and/or chat.

8. 1 Choose Method of Contact
+ Provide Customers a Choice
+ Divert to Lower Cost Channels
+ Capture Web Traffic
+ Allow Agents to Multi-Task
+ Proactively Monitor Consumer
Buzz
+ Voice Calls
+ Callbacks
+ Voice Message in Queue
+ Chat
+ Email
+ SMS
+ Social Media
+ Outbound
How are Customers Contacting You Today?
7

9. 1 Choose Method of Contact
+ Provide Customers a Choice
+ Divert to Lower Cost Channels
+ Capture Web Traffic
+ Allow Agents to Multi-Task
+ Proactively Monitor Consumer
Buzz
+ Voice Calls
+ Callbacks
+ Voice Message in Queue
+ Chat
+ Email
+ SMS
+ Social Media
+ Outbound
How are Customers Contacting You Today?
8

10. “True customer engagement is making
engagement personal, by knowing who you’re
speaking to, and also interacting with each
customer in the way they want.”
Bob Stutz, Corporate Vice President,
Microsoft Dynamics CRM (@rlstutz)
Getting Customer Engagement Right
9

11. 10
Five Guiding Principals for Creating a Consistently
Better Customer Experience:
1. Know me. Get better connected to your customer.
2. Remember me. Stay connected with more relevant touches.
3. Make me feel special. Proactively optimize the customer’s account and
make product suggestions tailored to them.
4. Help me succeed. Continue to improve online tools and technology.
5. Always be there for me. Be there for your customers – whenever,
wherever, however.
– Jill Hewett, Customer Experience Designer, Catalyst, Inc. (@jhewitt98)
Top Customer Service Takeaways

12. 11
It’s About Time:
+ “You are not competing with your best competitor, you are competing with
them and for time.
+ Whoever can deliver the fastest is going to win.
+ If service is not convenient, you will lose in a digital world.
+ Customers don’t care what department you’re in; they want you to solve
their problem on the 1st interaction.”
R “Ray” Wang, Founder and Principal Analyst
Constellation Research, Inc. (@rwang0)
Top Customer Service Takeaways

13. 12
+ Painless. Consumers want effortless service from the touchpoint of their choice.
+ Personalized. Customers don’t want a one-size-fits-all service experience.
+ Productive. A customer service experience has to be reliable, efficient, and
satisfying, but also delivered at a cost that makes sense to the business.
+ Proactive. Customers want to be notified of a problem and told it’s being fixed.
The 4 P’s of Customer Service

14. REALITY: Contact centers provide productivity
tools for a variety of sizes of departments. From a
couple of agents who schedule appointments at
a medical clinic to a helpdesk at a large
enterprise, contact centers offer enhanced call
routing, workforce management and tools to
improve your engagement with your customers.
Casa Grande Regional Medical Center

15. Demographics are Driving Change
14
Your new customers have different expectations
+ Social networking and viral
information sharing bypass the
contact center
+ Instant gratification is an expectation
not an option
+ Personalization no matter what
channel - know who I am
+ Empowerment to self serve

16. “I’ll text, Instant
Message,
email, or chat.
Please don’t
make me call.”
Consumers are driving multi-channel
interaction adoption.
Trends: Customer Communication
15

17. Today’s Customer Service and Sales Reality

18. 1,382 Followers
498 Followers
7,992 Followers
157 Followers
104 Followers
5 People
10,133
Followers!
Today’s Customer Service and Sales Reality
17

19. Traditional
Call Center
Call Center
Inbound Calls
Outbound Calls
The Call Center Metamorphosis

20. Traditional
Call Center
Call Center
Inbound Calls
Outbound Calls
Contact Center
Social
Media
IM
Presence
Email
Chat
SMS
Text
Mobile
Apps
Self
Service
WFM
Analytics
Contact Center
The Call Center Metamorphosis
19

21. REALITY: By providing multiple choices for
assistance, wait time messaging, continuous
updates on your position in queue, self-service
tools and chat, contact centers improve the
customer’s experience with faster response times.

22. 57% best in class companies measure support center success
across email, chat, web, and voice, and 62% use integrated
voice response (IVR). – (Source: Aberdeen Group)
MultiMedia Adoption Rate
21

23. The Right Channel for the Right Interaction
22

24. Online Customer Service Channels
23
0 10 20 30 40 50 60 70 80
FAQs on Company Website
Voice Conversation
Email
Chat
Customer forum
Screen Sharing
Virtual Agent
Mobile App
SMS
Twitter
2012
2014
Source: Forrester’s North American Consumer Technographics Customer LifeCycle Survey 2, 2014, 2012

25. Case Study
24

26. 25

27. REALITY: Agents can be located anywhere.
Agents have access to real-time availability
and presence at the desktop to enable
collaboration with teleworkers. Agents can
instantly locate, message, or conference in
subject matter experts.

28. A Solution For Migration
A Single Software Stream That Evolves With Your IT Strategy
27

30. Time of Day
CallVolume
50 Agents (9am)
Example Call Distribution
Process: Inbound/Outbound - Blended Agents
29

31. Time of Day
CallVolume
50 Agents (9am)
Process: Inbound/Outbound - Blended Agents
30

32. Time of Day
CallVolume
Backfill Lower Agent
Activity with Callbacks
and Campaigns
*** EASY ROI ***
30 Agents
Process: Inbound/Outbound - Blended Agents
31

33. How Can
Integra Help?

34. Contact Center Interaction Lifecycle
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent6 Interact
9 Implement
7 Follow-up
8 Measure
Service
Efficiency
Profit
33

35. 7 Reasons for Using a Contact Center
1 – Offer Cohesive Customer Service with
Shared Resources Across Locations.
2 – Serve Customers Efficiently with Better
Information.
3 – Respond Faster to Customer Questions with
Access to Expert Resources.
4 – Communicate Effectively by Managing All
Customer Interactions.
5 – Be Ready for Customer Contact by Matching
Resources to Expected Volumes.
6 – Improve Assistance to Customers with
Enhanced Agent Management.
7 – Provide the Interactive Options Your
Customers Want.

36. Integra Offers Choice
Infrastructure DeviceSoftware
Unified Communications
35

37. Why Customers Choose Integra and Mitel
+ Simplicity, Commitment, Value, and Experience
• Complete Solution
• Large Install Reference Base
• Commitment to this Space
• Enterprise Rich Solution
• Flexible to meet your Business Requirements
• Single Software Stream across Premise, Cloud, or Hybrid
36

38. Complete – Provide your business an end-to-end
solution, including SIP trunking, phones, collaboration,
mobile clients and more [elaborate more here].
Simple – Replace all normal voice features of legacy
PBX systems with an easy to manage cloud solution.
Secure – Guard sensitive conversations with
encrypted voice tunnels.
Resilient – Trust your voice performance with our built
in redundancy and failover.
Advanced – Improve your productivity with unified
communications, mobility, contact center capabilities,
convenient call routing and other advanced features.

39. Questions?

40. Contact Us For
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business
improve your
customer’s
experience
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