Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference 2016, Tokyo

©2016 CaféX Communications | www.cafex.com|info@cafex.com
November 17, 2016
Sajeel Hussain
(sajeel@cafex.com)
Improve Customer Satisfaction and
First Call Resolution with WebRTC-
Based Live Digital Engagement

2
Disrupt or get Disrupted Video !!

1. Mobile and Web is going to become the face of customer
engagement (Death of 1-800-number)
2. Rise of WebRTC and other technologies ----but pssst:
Enterprises don’t really care about WebRTC…..they care
about business outcomes
3. A holistic approach wins – address needs from a Consumer,
IT & LOB perspective
3 Takeaways!
©2016 CaféX Communications | www.cafex.com|info@cafex.com3

• Communications systems are silo’d from business tools
• Context of Communications is lost
• Business is forced to change to use antiquated
communications systems and requires complex
integrations
• Collaboration becomes contextually rich and meaningful
• Core to the business and accessible by ANY user ANYWHERE
• Integrated with business tools and streamlines employee work flo
• Drives employee productivity and improved customer engagement
4
BI, Big Data
Analytics
HRMS
ERP
SFA
Business
tools
Collaboration
tools
Video | Voice | UC
Others…
CRM
Our visionToday
Collaboration
tools
Video | Voice | CC
SDKs | Co-browse
Pervasive video
Silo’d
Technology
Contact
Center BI, Big Data
Analytics
HRMS
ERP
SFA
Others…
CRM
Contact
Center

Our Purpose: Transforming Online Customer Engagement
Real-time
Omnichannel
built into mobile
apps & websites No
downloads
or plugins!
Integrate
with
existing
CC/CRM
systems

Collaboration Drives Business: Our Solution Portfolio
Enterprise
Video
systems
Voice
/ UC
CC
CRM HR
Live Assist
#1 Omnichannel customer
engagement
• In-app voice / video / chat
• Co-browse, screen share
• Mobile / web SDKs
collaboration core
Agents
Supervisors
#2
Supervisor Assist
• Real-time coaching
• Multichannel
engagement
Guests / Partners
#3 Pervasive video
• Video to every user
• 100% browser support
• Integrates with in-room
systems

Live Assist®
Multi-Channel Real-Time
Engagement Made Simple
7

Real Time Chat with Integrated Co-Browse – Live Assist
Customer enters financial
website
Chat is offered as an
engagement opportunity
Customer selects chat and
receives wait time if required
Customer interacts with agent
Agent asks if the customer
would like to share their browser
tab
Agent guides customer to
resolution
Annotates on screen to help
Shares documents for review

A Faster Way to Co-Browse with Customers during Calls
Live Assist Short Code provides a quick mechanism to set up a co-browse
session with a contact center agent
813 291
Please read this
code to your agent:
Live Assist
provides a pop-
up with a simple
numeric code
The user reads
the code to the
agent over the
phone
The agent
enters the code
Co-browse
session starts

Live Assist Short Code Benefits
Customer
Simple instructions
to give customer
No VoIP
troubleshooting
Easy to enter
identifier
No software installs
No computer
microphone camera
to setup
Easy to read
number
Agent
No telephony
integration required
Easy to add to
website
Rapid problem
resolution
Enterprise

11
Platinum
Card Members
High Net
Worth Clients
Click-for-Care
Mobile Banking
Case Studies for Live Assist in FiServ
• Enabling 45K platinum members
with video collaboration to
agents
• In-app video calling from iPad
mobile banking app
• Customer context passed for
intelligent routing to agent
• Screen pop with customer data
• 88% FCR (17% more than voice)
• 89% RFT score (Refer to friend)
• Reinforce value of the card
• Higher conversion rate + upsell
• Higher loyalty
• Improve productivity
• Speed issue resolution
• Foster better partnerships
• 50% of calls are from mobile
• Enable click-to-call within mobile
banking app
• Seamless transition for
customers from self-service to
live help
• Saves customers from having to
re-authenticate 2-4 times when
calling
• Cross-channel continuity
• 2.84x increase in customer
purchase rate
• 5% increase in customer
retention
• Enable 3K financial advisors &
10K high net worth clients with
video collaboration from within
bank’s iOS app
• Client launches chat, video call
with FA
• FA can add peer experts
• Reuse existing enterprise video
devices

Omnichannel collaboration improves customer
engagement compared to traditional calling
12
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
Top 10 Global Bank

Live Assist®
Engagement
New Account Opening
From Within Mobile & Web App
Problem Resolution
Digital Engagement Education
New account form
completion with Live
Assist
Goal: Increased
conversion
Resolve customer
issues w/o tying 1-800
number lines
Goal: Improved FCR &
reduced handling time
• Shifting phone customer
to self-service web / mobile
• Shifting web customer
to mobile app
Goal: Increase adoption of
digital engagement tools
Educate consumers on app
features & answer questions
from within the mobile app
Goal: Education & mobile
app adoption (decrease cost)

Empower Your Workforce
with CaféX Supervisor Assist
14

Effective Training of Customer-Facing Staff
is Critical & Requires Significant Investment
per agent
spent on
training
annual agent turnover
for call centers, costs up
to 2X agent’s salary
of global business leaders
say customer expectations
have shot up in last 5
years
93% 49%
of US jobs held
by Millennials
with high
training
expectations
lost revenue
from poor
CX
1/3 20%
EMC, Response Daily, Trossle, Forbes,
Oracle
$4.8K
15

• A contact center is hiring new agents
• Onboarding costs are high because
trainers are flown in for weeks at a
time
• For all agent calls, only audio is
monitored and reporting is historical
Scenario: Agents need live coaching
How can agents be
mentored remotely while
calls are in progress?
16

CaféX Supervisor Assist
Supervisors/peers interact with
agents from any browser in real-
time across multiple channels
• Live audio listening of agent & customer
• Agent hand raise
• View agent’s desktop (up to 4 monitors)
• Live web chat
• Remote desktop control - spotlight pointer,
click thru, enter text
• Ease of management – common CC
credentials and drag/drop admin

Leading Use Cases for Live Coaching
Escalation
Desk / Crisis
Management
Enable agents to request help and supervisors to intervene
proactively to avoid escalations while calls are in progress.
Supervisor
to Team
Improve team supervisory activities through real-time audio
monitoring and screen visualization.
Mentor
to Mentee
Enhance customer service training for new hires and mature
staff through peer mentoring during live calls.

Contact Center Benefits from Live Digital Engagement
Higher First Call
Resolution
Lower Average Handle
Time Reduced Escalations
Higher Customer Loyalty
& Referral (NPS)
Increased Conversions &
Upsell
Better support for home & remote agents
Faster onboarding
& training
Reduced attrition

Call to Action - Summary
20
Digital engagement wave is here! No longer a future thing.
Live Assist® / Digital Concierge for business outcomes
The “what” is more important than “how!”
Don’t forget supervisors & agent coaching….
Come visit us at our booth for a live demo: 3C-14

21
Making together happen.

Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference 2016, Tokyo

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (20)

Similar to Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference 2016, Tokyo

Similar to Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference 2016, Tokyo (20)

Recently uploaded

Recently uploaded (20)

Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference 2016, Tokyo

Editor's Notes