Ameyo Fusion CX First Ever 360 o Customer Experience Platform 2 - - PowerPoint PPT Presentation

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Ameyo Fusion CX

First Ever 360o Customer Experience Platform

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Importance of Customer Experience is on the Rise

73%

• f companies with the most positive

CX impact understand the link between customer experience and business results.

89%

companies with the strongest omni channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak

• mni channel strategies

50%

More than 50% of organizations will redirect their investments towards customer experience innovations by 2018

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Organizations are Acknowledging...

Meet Mr. CX

Shift from Operations → Experience

His Objectives:

• Omnichannel CX
• End-to-End CX

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His Technology Stack Contains...

Contact Center Platform CRM Ticketing Transactional Systems Organization

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Creating Challenges...

Time / Cost Pressures Customer 360 – Single View of customer Cross Channel and Real Time Data to empower employees

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Analysts Believe You Need Two Solutions...

Although these solutions can route multichannel interactions, voice tends to play an important role CCI solutions include tools to integrate CRMs. however they typically do not include this functionality in their stack

Contact Center Infrastructure

CCI

Customer Engagement Center

CEC

CEC An extension of the CRM market; they focus on channels other than voice, Strong focus on using existing customer data to optimize interactions based on the customer's desired outcome.

16th May 2017 8th May 2017

“These two solutions will merge but it’s some years away…”

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Why a Few Years Away?

Your Customers demand Experience

• today. So, Why not today?

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Introducing Ameyo Fusion CX

An Industry First!

Ameyo Fusion CX is a Solution for brands to deliver SEAMLESS | ENGAGED CUSTOMER EXPERIENCE

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Built over - Ameyo’s Omni Channel Contact Center Platform and all New Ameyo CX

CRM

Fusion CX

A Complete Customer Experience Platform

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is based on 3 Pillars of CX..

Know Thy Customer Total Accountability Employee Empowerment

3600 Degree View of Customer Across All Channels Customer Intelligence and Machine Learning VoC (Voice of Customer) Front Office / Back Office Accountability Real Time Monitoring Business Rules Training Need Identification Unified Agent Desktop Knowledge Base

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Fusion CX knows Customer

Keeping the Customer at the Center of the Solution

KNOW THY CUSTOMER

3600 Degree View of Customer Across All Channels Customer Intelligence and Machine Learning VoC (Voice of Customer)

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Your Customer Can Arrive From Any Channel

Customers can interact with you across multiple channels - Mobile, Chat, Social Web, Phone, Messaging, Email in a seamless and consistent manner

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However, You Would Still See Her as Onev

Access to complete interaction history across all touchpoints, along with escalations and highlighted open tickets in a single window enables agents to effectively address customer queries in a personalized and dynamic manner.

Interaction History

No Interaction Silos Across Channels!

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Understand Her Better than Ever Before

Inbuilt customer intelligence, customer mood, intent and behaviour can be easily understood, thereby empowering employees to interact better.

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Listen to Her Constantly to Improve

Voice of Customer (VoC) With Voice of Customer (or VoC), you can understand your customer’s perception of your company and product/services by gathering feedback across interactions and NPS surveys

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Total Accountability

Establish clear accountability with Case Management and Business Rules which are Fused and not integrated

Case Management Real Time Monitoring Business Rules / SLAs

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TOTAL ACCOUNTABILITY

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Accountability doesn’t just end with Contact Center ...

… it begins there.

Average Speed of Answer Agent Efficiency Average Handling Time Queue Wait Time Service Levels

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Fusion CX makes whole Organization accountable...

Front Office

New Account Opening Card Services Claims

Cases Contact center Updates

Back Office

… to Customer Experience

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With Fused Case Management….

Front Office has access to case history, while Back Office has access to all interaction channels...

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To optimize decisions and performance with beautiful drill downs and deliver deep insight into key performance metrics And Gives Deep Insights into Operations With Beautiful Drill Downs

Creating Deep Insights

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And Sending Triggered Alerts

in case of Customer Aggravation, to take immediate action

Address customer frustration and aggravation immediately with real-time triggers based on the advanced text analytics

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Employee Empowerment

Arm your Employees with Customer Insights, Training and Knowledge

Unified Desktop Training Need Identification Integrated Knowledge Base

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EMPLOYEE EMPOWERMENT

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Alt+Tab is Your Employee’s Major Hurdle in Delivering Customer Experience

Navigating Windows to find right information is the biggest challenge for employees...

According to Aberdeen Group, 26% of your employees’ time is spent in finding information and navigating across windows

26%

24 With Unified Desktop, agents can access all interaction channels, customer data, previous interactions and knowledge base via a single window,

No More Searching For Information. Take Decisions using Information with Unified Desktop

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Having Integrated Knowledge Base

To reduce employee on-boarding time.. Making sure that employees have up-to date information to answer customer queries…

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And Customer Data From External CRM/ERP Systems

Using Pre-built Connectors and API Integrations To make sure employees know what products and services your customer is using….

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Monitor Your Employee Interactions with the right data to Improve their Performance

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And Monitor Operations on Mobile in Real- time

Monitor your CC operations in real time from anywhere to act instantaneously Customize your mobile dashboard to track key process metrics like SLA, Lead penetration etc Get alerts when the threshold settings are breached to act upon immediately

Watch all campaign performance Campaign Overview business detail information setup smart queue card

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Relieve Your Employees with Genie ( The Intelligent BOT)

Introducing Genie The Intelligent Chatbot

• Low cost self service channel
• Zero touch interactions made easy and

effective

• Performs almost human-like chat interactions
• Smoothly handovers the interaction to an agent,

if needed, in a single touch

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Genie can help you with

• Clarify mundane customer queries like frequently asked

questions, process details viz. How can I apply for home loan, Where is my nearest mobile operator store etc.

• Fetch and deliver personal queries post authorization like

bank statements, post-paid bill etc.

• Automatically generate tickets and updates the customer

Ex: CC lost - chat with genie - genie automatically raises ticket to block the card and applies for new card.

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Ameyo Fusion CX

Unique Benefits

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• Reduce “data searching” time

by 90%

• One screen with all information

to manage customer queries with ease.

• Customer Intelligence available

to manage customers effectively

Employees Operations IT Management

• On-Premise and Private Cloud

Models Available for Deployment

• 24x7 Support
• Industry Best Project Management

Practices and Hand Holding for deployment

• Pre-Built Connectors, Open APIs

and SDKs, RAD Tools

• Get escalations instantly
• Dashboards and Reporting

made Easy

• Create Business Rules with Ease for

Interactions, Escalations and Cross- Sell

• Reduces Cost with Automation

through Chatbot

• One Stop Solution
• Single view of all CX

Operations

• Launch new CX Programs

with ease

Unique Benefits

Aligning the organization to improve customer experience..

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Cross channel Business rules

Create business rules using ticket status and customer sentiment to better serve the customer.

Triggered business rules - set rules to take immediate action with the help of triggers due to non fulfilment of set rules.

Ex: Skip IVR for cases which are open

Automated business rules - Periodically validates the rules to take the set action

Ex: Customer angry , ticket sla breached - action needs to be taken

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Ameyo Fusion CX

Features

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Self Service ( IVR/Bots) Omni Channel - Voice, Chat, Mobile, Email, SMS, Messaging, Bots Social Quality Monitoring Intelligent Routing Customer Analytics VoC Unified Desktop SDK Flexible Mode of Deployment Scripting BI SLAs Connectors CX CRM Case Management Feedback

Features

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Ameyo Platform

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The Ameyo platform

Adapts to the needs of your business…

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Ameyo Platform

Crafting a world of Customer Experience

All in One

All in one Yet Modular

Scalable

Linear Scalability

Multisite

Central Management with Distributed Call Center

RAD Tools

Rapid Application Development through a Low cost resource model

Open

Zero dependency on Third Party Licenses

Extensible

Faster Time to Market

Configurable

One Platform – Multiple Business Solutions

Multi Tenant

Single Infra-Multiple Customers

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Ameyo Solution Stack

Ameyo Omni

Omni Channel Contact Center Suite

Ameyo CX CRM

Contact / Case Management / Workflow / Rules

Fusion CX

Customer Experience

Collect

Collections Automation

Ameyo Platform

Omni

OmniChannel Contact Center Suite

Solution Offerings

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About Us

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350+ Team Marquee Customers Innovator Big In APAC

Most comprehensive and flexible contact center platform - leading innovator in the industry with many “firsts” to its credit Significant player in the APAC region – Highest year on year growth with 9% market share 350+ employees from top institutes across India led by an experienced Leadership Team – with expertise in Technology as well as Sales Marquee customers across end user industries – BFSI, BPO, E- commerce, Travel, Logistics, and more

Ameyo Highlights

A leading customer engagement technology company, committed to continually enhance the customer experience lifecycle across all channels.

9%

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1600+ Customers, 60+ Countries

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Awards & Recognition

Featured in "The Gartner CRM Vendor Guide, 2015" in the Contact Center Infrastructure Honorable mention - 2017, 2016 & 2015 Gartner MQs, Contact Center Infrastructure (CCI) space Top 8 communication platforms in Unified Communications (UC) according to NASSCOM Product Excellence Matrix. Deloitte Fast 500 growing technologies in ASIA PACIFIC, 2014 Gartner’s Top 10 Contact Center Solution Providers in the APAC region for 2015

Awards of previous Years

2016 TMC Customer Contact Center Technology Award. consecutively for five times 2015 Frost & Sullivan Asia Pacific Contact Center Customer Value Enhancement Award 2016 Frost & Sullivan Asia Pacific Contact Center Infrastructure Price/Performance Value Leadership Award

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Headquarters: Spaze iTech Park, Sector-49, Haryana 122018, India

OUR EMAIL

Info@ameyo.com

OUR PHONE

+91 124 334 1000

OUR WEBSITES www.ameyo.com