This session focused on a real-world case study demonstrating how integrating CRM with a Contact Center solution can deliver a great customer care experience.

1. Delivering Great Customer Care
Bart Sneary
VP of CRM - Avtex
Ben Werner
Sr Product Marketing Mgr - Microsoft
Mike Meeks
COO – Noel Group

2. Level Set on Complexity
• Call Center or Contact Center
• Inbound or Outbound (or both)
• Sales or Service (or both)
• Specialized Agents or Blended Agents
• Encourage Self-Service or Agent involvement
• Cost Center or Strategic Asset
• Single Location or Distributed
• Cloud or On Premises Software (or Hybrid)
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www.avtex.com/engage

3. How we think about CRM
• Database to house all important information you have about
your customer and their automated or assisted interactions
with your company
• Must be agile and easy to both put data into and retrieve data
from programmatically and by direct user input on whatever
device they are on now
• Enrichment platform to both serve up customer data to
systems and/or agents and create unified agent desktop with
mashups to simplify agent experience

4. How we utilize Contact Center Platform
• Engine to connect customer with THE best person in my
company to assist them
• Must know and use people’s skills, availability, and schedule in
all its rules
• Must be able to easily accommodate any media type (inbound
or outbound)
• Must have tools to help me plan schedules and peak demand,
manage and coach agents, and flex with changing business
processes

5. Why Focus on Customer Experience?
The realities of customer experience…

6. Why Focus on Customer Experience?
It turns into profits…

7. The Optimized Customer Experience
It’s about crosschannel
It’s not about multi channel
PortalsVideoSocial Next
. . .
Interactive
Voice
Response
IVR

8. Our core philosophy
• Plan for the data you need and capture it
• Get data about every interaction into CRM as
quickly as possible
• Enrich that interaction with relevant customer
info
• Load the enriched interaction into Contact
Center platform for sophisticated routing
• Pop all appropriate information/systems to
agent who handles the interaction

9. DEMO

11. Dynamics CRM in Customer Care Today

12. Microsoft Dynamics CRM 2013 makes business personal
Simple and immersive
interface helps you get
things done
Contextual data helps you
glean insights so you can
be effective
Anywhere access to the
people and resources you
need for success

13. •
•
•
Intuitive design

14. Actionable intelligence
•
•
•

15. •
•
Pervasively connected

16. MyAssist – About Us
• Personal assistance and concierge service for
some of the world’s largest brands
• From 411 to 911 – We’re there for you and
your customers
• Primary markets include:
– Automotive
– Financial Services
– Travel
– Insurance

17. MyAssist – Unique Challenges
• Provide a fully partner branded solution
• Be instantly customer and location aware
• Provide enough flexibility for agents to
process any type of request
• Integrate partner specific tools and resources
• Support multiple billing methods through
operational reporting

18. MyAssist – From Old to New
Old
• Non-Dynamics cloud CRM and cloud based phone
system
– Latency issues
– Lacked customizability
– Significant downtime
New
• Premise based Dynamics and I3 integration
– Full customization
– Minimal downtime

19. Customizing Our CRM
• Location
– Embedded a mapping application
– Search functionality
– Relevant surroundings during request
– PSAP warm transfer

21. Customizing Our CRM
• Profile
– Valuable customer data
– User preferences
– Personalizes the experience
– Gateway to predictive behaviors

22. DATA HIDDEN FOR PRIVACY

23. Customizing Our CRM
• Case Management
– Documentation of services
– Scheduled activities
– Historic service records
– Quality assurance

26. The Mobile Connection

27. Moving Forward with Dynamics and I3
• Integration of SMS, Chat and Social
• Workflows for common cases
• Live location updates
• Social profile integration

28. Q&A Session
Questions?