Whats the reality? Are you agile enough to adapt? Whats the - PowerPoint PPT Presentation

What’s the reality? Are you agile enough to adapt?

What’s the reality? The shape of the market 9/10 people say 85% of all customer interactions will be handled Collaborative services have without a human agent by 2020 improved productivity Cloud and Digital transformation top of consumption mind-sets the CEOs agenda * New Super Agent Complexity and empathy Data is gold - Integration

What’s the reality? The Customer Journey ? 41.6% 58.4% Calls into Bot/ contact Automation centre COACHBOT TASKBOT ? Assists agent with coaching or information HELPERBOT 89.3% INFOBOT 10.7% Resolved 1 1 Escalation agentless 0 0 0 1 1

What’s the reality? Digital Transformation Bots and Agents Collaboration Notifications Automated Digital engagement with Traditional IVR moving to Bots • Proactive Notifications - • Social Command Centre - mix of • • customers Available 24x7, 365 days every Bots and Agents Contact Avoidance • Collaboration ability across the year • Rent Arrears, repairs reminder Managing for multiple clients • • business Need to make changes to paths Outbound escalation • • immediately

The reality - back to basics Understand your Customer journeys What's the driver? – cost, revenue, and compliance What's the interaction type – complexity o What's the persona/ profile of the customer? What's the preferred customer/ business communication channel o Model out your top 5 optimal journeys

Are you agile enough to adapt? Factors to Consider AUTOMATION CONNECT ENVIRONMENT THE SAME MODULAR VS AGENTS DEPLOYMENT 1 1 0 0 0 1 1 ? CLOUD USER INTEGRATION EXPERIENCE ON PREMISE MANAGED

Are you agile enough to adapt? The Journey with Enghouse @EnghouseInterac https://www.linkedin.com/company /enghouse-interactive-uk

Thank you Speak to Enghouse for a demo and to learn more 18