The Four Facets of Customer Engagement Communications Solutions - - PowerPoint PPT Presentation

The Four Facets of Customer Engagement

Communications Solutions Integrator Corporate Overview

Communications Solutions Integrator

Founded in 1983 by current directors Strong Balance Sheet with no debt Consistent Profitable Growth Prestigious Customer Base Dedicated and Loyal Team Ethos of Customer Care

Communications Solutions Integrator

Unified Communications and Enterprise Telephony Multi-Channel Contact Centres Network Connectivity and Security

Unified Communications and Enterprise Telephony Flexibility, mobility and better collaboration across your organisation - and with your clients

OpenTouch Voice and video calls, presence, instant messaging, mobility and collaboration The converged multi-media communications suite from Alcatel- Lucent Managed Services and Enterprise applications from the Cloud

Enabling your customers to engage with you over their preferred media Multi- Channel Contact Centres

Improved agent engagement to increase customer satisfaction levels Easy access to expertise for better first-call resolution Resilience, Quality Control, Management and Reporting

Wired and wireless infrastructure to underpin all connectivity Intrusion and threat prevention that protects assets, resources and reputations Fast and intelligent networking to support all your communications

Network Connectivity and Security

Communications Solutions Integrator

Communications Solutions Integrator

From initial needs assessment and data collection through to comprehensive design Ensuring your solution continues to deliver value right from the start

Project Management

Complete orchestration of all stakeholders to deliver the desired

• utcome every time

Integration and Support Design and Consultancy

Dixons Stores Group Swinton Insurance Halfords Stores Group

18 year relationship 700 stores 17 main office sites 26,000 telephony users 35,000 cabling outlets 3,000 contact centre agents Store refurbs and MACS Cabling, telephony and CC National support 12 year relationship 650 branches 22,000 cabling outlets Cabling, telephony and CC National support

12 year relationship 600 stores 50 cabling outlets per store Cabling and telephony National support

12 year relationship 90 branches 5400 cabling outlets Cabling and telephony, national support

Nationwide Crash Repair

High Street / Branch Networks

References by Vertical Market

References by Vertical Market

Education

Bournville College

New build with 6,000 CAT6a Stringent H&S criteria Hostile environment

Walsall College

Over 7,000 CAT6 ends Full Wi-Fi data network Complete voice solution Complete AV solution

Public Sector

Warwickshire County

14 year relationship 5,500 telephony users T elephony and cabling across Warwickshire

Leicestershire & Northants Police Forces

4 year relationship 4,000 User Skype for Business Deployment Including Blue Light

References by Vertical Market

Automotive

Volvo Truck and Bus

12 year relationship 15,000 end-points 110 sites across UK

Audi City

Cabling and network infrastructure for flagship London showroom 6 year relationship Locations throughout the UK Cabling and network infrastructure supporting smarter working initiative

Jaguar LandRover Aston Martin

4 year relationship Main Manufacturing Site Networking and WiFi infrastructure

References by Vertical Market

Futures Housing

Selected from 65 bidders Skype for Business, Enghouse and Orchard solution 350 users with 35 seat Enghouse multimedia CC Impressed by entire Amillan team

ForViva Housing

Successful tender win Enghouse multimedia CC on Avaya telephony platform 30 Contact Centre agents Agent analytics and WFM applications

Social Housing

Yorkshire Housing

350 user telephony, contact centre and networking solution Allowed rationalisation and restructuring of organisation New Head Office Complex Project Management

Yorkshire Housing

Trent and Dove Housing

300 user telephony, contact centre and networking solution Strong advocate and reference for Amillan Significant performance gains

References by Vertical Market

Technology

Aston Martin

Networking infrastructure Wi-Fi environment Room meeting solutions

Imagination T echnologies

4 year relationship Global Support New data centres fit-out Wired and wi-fi infrastructure Skype for Business now being deployed globally

Trend Micro

7 Year relationship EMEA deployment and support program on voice and UC

AELTC Wimbledon

19 years as key partner 8 years as sole contractor Time-critical projects Engineers on site Support during championships

Edgbaston Cricket Club

2,000+ end-points Cabling, Wi-Fi data networking and complete AV solution

Stadia

References by Vertical Market

• f CEO’s think they deliver a

superior customer experience…

• f consumers agree.

What is the perception of your

• rganisation?

The ‘Market’ Your Agent Your Customer

How your customer service is seen

Your Management

Today’s consumers are different...

The World Has Changed

The World Has Changed

The World Has Changed

The World Has Changed

use multiple channels trust friends’ reviews over experts more is spent by multi-channel buyers are more price conscious than a year ago prefer self-service for service needs

Consumer preferences are becoming increasingly more mobile…

Customers Traverse Multiple Self-Service Channels Before They Decide to Reach Out to a Human For Help

The ‘Market’ Your Agent Your Customer

How your customer service is seen

Your Management

Your Contact Centre Agent Back Office Support External Suppliers & Partners

Skype for Business federation

External Service Delivery Partners External Partner Organisations

1,490M

Connected users

Skype connectivity

Your agents can’t work in isolation

300M

Connected users

316M

Connected users

Benefits

Customer Services

Cheryl relays the information to the tenant and agrees to make an adjustment.

• Faster customer issue resolution
• Improve customer satisfaction by

enabling customers to use their choice (video, chat, or call) for contact method

• Reduce average call handling time
• Reduce costs with better support for

teleworking She initiates a desktop sharing session with a colleague in Finance, who reviews the bill and confirms that an error was made. Cheryl, a call centre agent who works from home, receives a call from a tenant with a billing question.

Tenant Call Centre Agent Specialist

Benefits

• Reduce office space costs by

supporting flexible workplace policies

• Increase customer satisfaction by

leveraging expertise from employees working anywhere

• Improve employee retention with

flexibility to work from anywhere

• Improve work/life balance

After her company implemented a flexible working platform, Linda, a customer service agent, is now able to work part-time from home around her family life, assisting the contact centre during peak periods.

Telecommuting & Working Late

Employee Co-workers

The way customers behave has changed

The best fit for the customer – Put the Self back in Self-Service When self-service falls short, agent contact as a safety net is an absolute necessity People love to help and to be helped by

• ther consumers….

Proactive information improves the quality

• f the customer relationship

in every interaction

The Customer Engagement Pyramid

Contextual Handover To Live Agent

The ‘Market’ Your Agent Your Customer

How your customer service is seen

Your Management

INCREASE

positive profile

IMPROVE

customer/tenant satisfaction

DECREASE

costs through self-service

MAXIMIZE

agent value

Why good customer service matters…

35% of purchases come from recommendations 75% of rentals are based

• n Recommendations

Customers Traverse Multiple Self-Service Channels Before They Decide to Reach Out to a Human For Help

The solution

Enghouse EICC Contact Centre solution to support 35 agents sitting upon a legacy Avaya PBX. Multimedia capability (SMS, E-mail, Web Chat, Social Media) Aareon CRM Integration Reporting Module Teleopti Workforce Management QMS with Real-Time Speech Analytics

Your Management Your Agent

How your customer service is seen

Teleopti Workforce Management Increase operational efficiency through accurate forecasts and effective planning Reporting Module and Wallboard Solution Enghouse’s Quality Management Suite Ensure high quality customer interactions with live monitoring and quality monitoring programs

• Automated monitoring of performance and customer

satisfaction with the Survey Module

• Agent Evaluation and Regulatory compliance with

Call and Screen Recording Solution

• Real-Time Speech Analytics for legal certainty and

agent quality assurance

How can your organisation achieve this?

Your call centre today?

Meeting Demand?

… or meeting demand?

Your Management The ‘Market’ Your Agent Your Customer

How your customer service is seen

Why are cu cust stome mers s turn rning ing to so soci cial l me medi dia?

What are customers social media expectations?

Optimise existing online self service support content Align with existing engagement processes Know your customer and be proactive

The Good

10 hours (and 77,000 views) later… Poor social media automation Not meeting response time expectations

The Bad

United Airlines poor CS handling of country music star Dave Carroll’s guitar breakage lead to a social media PR disaster with tweets, international news stories and even a “United Breaks Guitars” viral song. As a result United saw 10% ($180million) drop of their share price overnight.

The Ugly

Is this relevant to my organisation?

The ‘Market’ Your Agent Your Management Your Customer

How your customer service is seen

specialists in what we know & do

leaving you to concentrate on your business

desire to understand our clients’ business

so that we can relate & contribute

excellent service

safe in the knowledge we will always be there for you

proven experience

wealth of customers happy to talk about their experiences

flexible approach

because every business is different

It’s less about the technology – more about being your business partner

Communications Solutions Integrator