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
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4. Grey Areas of Customer Service / issue resolution process: Source: OVUM ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
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. Some First call Issue resolution Enablers Source: OVUM ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com
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. 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. 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
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
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