E Pro Cem Presentation Final

1,365 views

Published on

E*pro\'s Customer Experience Management solutions

  • Be the first to comment

  • Be the first to like this

E Pro Cem Presentation Final

  1. 1. ALL RIGHTS RESERVED 2010 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com CUSTOMER EXPERIENCE MANAGEMENT -(Total Customer Satisfaction Initiative by E*Pro Technologies) E*PRO CORPORATE PRESENTATION
  2. 2. <ul><li>Business challenges </li></ul><ul><li>Key Findings </li></ul><ul><li>CEM – Definition </li></ul><ul><li>Why CEM? </li></ul><ul><li>CEM – Our Solution & its building-blocks </li></ul><ul><li>Multi-channel integration </li></ul><ul><li>Visual IVR </li></ul><ul><li>Intelligent IVR </li></ul><ul><li>Voice Biometrics </li></ul><ul><li>Notification System </li></ul><ul><li>Social Media Integration </li></ul><ul><li>CEM – Architecture </li></ul><ul><li>Business benefits </li></ul>ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  3. 3. <ul><li>Improving customer experience </li></ul><ul><li>Improving agent productivity </li></ul><ul><li>Reducing operating expenses </li></ul><ul><li>Improving first call resolution </li></ul><ul><li>Increasing customer retention </li></ul><ul><li>Increasing use of self-service systems </li></ul><ul><li>Notifying customers about events as and when they occur </li></ul><ul><li>Providing support across customer touch-points </li></ul>ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  4. 4. Grey Areas of Customer Service / issue resolution process: Source: OVUM ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  5. 5. Following aspects of Automated Telephony systems lead to customers’ dissatisfaction. Source: OVUM ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  6. 6. Some First call Issue resolution Enablers Source: OVUM ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  7. 7. CEM – optimal use of various technology components which creates an ability to manage multi-channel interaction i.e. across customer touch points(phone, chat, email, Web, in-person) and buying-lifecycle (ordering, fulfillment, billing, support etc.) Customer Experience Management (CEM) - A comprehensive voice solution which ensures seamless integration of various building-blocks to give end-users an enriching experience while interacting/doing transactions with a company, product, brand or service. ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com 86% of consumers quit doing business with a company because of a bad customer experience (Up from 59% four years ago)
  8. 8. Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report “ Is providing superior customer experience a top strategic priority for your organization?” 86% of companies said “YES” for “Customer Experience” as a top strategic priority ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  9. 9. Executive Teams’ goal in providing superior customer experience: 76% seek to differentiate on customer experience Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  10. 10. <ul><li>Multi Channel Contact </li></ul><ul><li>Center Platform </li></ul><ul><li>Visual IVR </li></ul><ul><li>Intelligent IVR </li></ul><ul><li>Voice Biometrics </li></ul><ul><li>Notification System </li></ul><ul><li>Social Media Integration </li></ul>ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  11. 11. American businesses lose more than $80 billion a year due to poor customer service - Contact solutions <ul><li>Cross channel context passing </li></ul><ul><ul><li>Web to phone </li></ul></ul><ul><ul><li>Web to Web Chat </li></ul></ul><ul><ul><li>Phone to Web (Smartphone) </li></ul></ul><ul><li>Intelligent services with context awareness </li></ul>Supporting mediums Important features ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  12. 12. Enterprise platform that instantly delivers relevant visual content during a call to mobile device user. <ul><ul><li>Provides visual menus, visual response and audio response, </li></ul></ul><ul><ul><li>Transfers calls to live-agents triaging data to personalize greetings and recognize reason of the call. </li></ul></ul><ul><ul><li>Reduces live-call volume, enabling first call resolution </li></ul></ul><ul><ul><li>Promotes effective agent utilization and operating costs reduction </li></ul></ul><ul><ul><li>Increases cSat ratings </li></ul></ul>ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com E*Pro’s CEM System
  13. 13. <ul><ul><li>How it works? </li></ul></ul><ul><ul><li>Integration of IVR, CTI with business analytics/reporting tools and other enterprise databases for responding smartly to customers’ calls. </li></ul></ul><ul><ul><li>Value additions: </li></ul></ul><ul><ul><li>Provides high level personalization during conversation knowing the current context, history and trends. </li></ul></ul><ul><ul><li>Improved reporting, monitoring and analysis </li></ul></ul><ul><ul><li>Ensures better customer experience. </li></ul></ul>Personalized caller experience through Intelligent IVR system - IIVR ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  14. 14. US contact centers spend $12.4 billion annually verifying the caller ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com <ul><li>E*Pro’s Voice Biometrics solution has the following </li></ul><ul><li>Features: </li></ul><ul><li>Multi-factor authentication </li></ul><ul><li>Can be integrated with web, IVR and mobile based applications. </li></ul><ul><li>And it Helps: </li></ul><ul><li>In providing personalized caller experience. </li></ul><ul><li>The customers feel secured </li></ul>
  15. 15. Adoption rates of MNS (Mass Notification Solutions) at Fortune 500 companies to increase from 20% in 2010 to 40% by the end of 2015 . -- IMS Research <ul><li>Mediums supported for E*Pro’s notification system: </li></ul><ul><li>Voice – for making outbound calls. </li></ul><ul><li>Email </li></ul><ul><li>Text – for reaching out through SMS. </li></ul><ul><li>Push Technologies – for content delivery in smart-phones’ interfaces. </li></ul><ul><li>Social media - for seamless integration with various social networking sites (e.g. Facebook, Twitter) </li></ul>ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  16. 16. ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com Wishes Trends <ul><ul><li>Choosing the channel and device they communicate with </li></ul></ul><ul><ul><li>24 x 7 expectation </li></ul></ul><ul><ul><li>Consistent Experience and access to existing/new features </li></ul></ul><ul><li>Support your transformation to a social enterprise </li></ul><ul><li>Bringing social factor into business process and operational model </li></ul><ul><li>Common platform for customers and employees </li></ul><ul><li>Not just listening but engagement </li></ul><ul><ul><li>Conversation based social interaction with customers </li></ul></ul><ul><li>Supports integration: channel, process and customer to employee </li></ul>Results <ul><ul><li>15% decline in voice transactions by 2015 </li></ul></ul><ul><ul><li>Consumers are mobile (56% of Internet Traffic) </li></ul></ul><ul><ul><li>250 million people access Facebook via mobile </li></ul></ul><ul><ul><li>500,000 people use Twitter each day </li></ul></ul>Integration of Voice Platform with Social media like Face book and Twitter using APIs, supporting multiple channels Our Solution Happy Customers!!
  17. 17. ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  18. 18. ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com CEM Components Business Challenges Multi-channel Integration Visual IVR Intelligent IVR Voice Bio-metrics Notification system Social Media Integration Provide Support across customer touch-points Improve First Call Resolution Increase adoption of self-service system Improve Agents’ productivity Reduce Operating Expense Notify events as and when they occur
  19. 19. ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
  20. 20. ALL RIGHTS RESERVED 2010 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com

×