Customer Engagement Management

IVR & Voice Self Service

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Confused - IVR & Speech Technologies!

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Why IVR & Speech !!!

SAY YES TO REDUCE COSTS AND IMPROVE CUSTOMER SATISFACTION

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Business Case Self Service

What is Self Service

Any process driven interface where callers interact with an automated system

Is cost reduction a good reason to implement VSS?

Yes, maybe. It usually shouldn't be the only reason.

Can you really achieve great customer satisfaction with automated systems?

Personalized Experience Personalized Options Personalized Information Ease of navigation Realism of Persona Speed Accuracy

The keys to success

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A Customer Front Door is Vital

The 1st point of contact with your contact center is often an IVR It should be a reflection of the quality of your company A good Customer Front Door is the start of a good experience

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Typical Day in a Contact Center

Traffic

Uncontrolled wait time frustrates customers Wasted agent capacity Missed retention & revenue opportunities

Time

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Voice Portals

Interactive Voice Response

Call Handling without using Agents Call Identification through Speech Recognition Fast application development Consistent Web & Voice Self-Service

Re-usage of existing Web Self-Service components

Choice of Voice Processing Vendor (ASR / TTS) Deployment as network or enterprise resource

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Dynamic Contact Center Voice Portals

Self Service Call Routing SIP Server Pre-Call Routing Potential Exploitation of Cost Based Routing Rules Load Balancing

INBOUNDTRAFFIC

Intelligent Prompting for Cross selling

Outbound traffic
Automated call back

Proactive Notification

TIME
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Balancing Customer value with Cost of Service

Voice Platform Inbound Voice Expert Contact

Customers

Self Service
$ 0.3 - 0.5 /x-act
Commoditized tasks Low interaction value High volume

Agent

Expert

$ 2 5 /x-act
Complex tasks High value High productivity

$ 10 15 /x-act
Very complex interactions Very high value One to one relationship Low volume

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Long hold times/transfer - Concerns

Long hold times are the biggest cause of frustration for consumers

88% would prefer to receive a call-back in 10 minutes than to be on hold for that length of time 74% would like the option to ask for a call-back if the wait time is longer than they would like

Having their issue resolved without being transferred is a major factor impacting consumers satisfaction with a call centre experience

However 89% of consumers dont mind being transferred to someone who has the skills and knowledge to answer their query more quickly or efficiently

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Outbound Contact

Predictive dialing will take on new, functions such as

Notifying current customers of changes in purchases Contacting current customers to inquire about levels of satisfaction Reminding current customers of appointments or payments.

Proactive Notification can enhance customer satisfaction through handling customer lifecycle events

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Value of Proactive Contact

Reach large numbers of customers to notify them with personalized, relevant information in a timely manner Reduce/Pre-empt the number of inbound interactions into the contact centre by effective anticipation of inbound interactions Reduce notification costs Deliver notifications in customers channel preference Increase customer loyalty and advocacy by increasing customer satisfaction

Contact Center Costs

Customer Satisfaction

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Proactive Contact Usage Ideas

Utility
Outages

Repair Services

Event-Driven Relationships

Order Acknowledgment Medical Scheduling

Application Examples Flight time advisory for airlines and travel agencies Power outage notification for utilities to their customers Order acknowledgement and appreciation calls Shipment arrival notifications
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Proactive Notification Benefits

Emergency Notification Priceless Collections Revenue Recovery Off-load agent call-back Delivering the promise

Bi-Directional TDM channels for mixed directional traffic

Self & Assisted Service Calls Time of Day

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Notification Calls

Outbound Notification

Objective: Allows a company to reach out to their existing customers to provide enhanced presence and service

Field Service Personnel coordination with customers Flight time advisory for airlines and travel agencies Power outage notification for utilities to their customers Collections calls for Loan and Finance companies Shipment arrival notifications
IP solution will offer two approaches:
Media Gateway Call Progress Detection Loosely coupled Dialogics Host Media Processing IP Call Progress Detection Tightly coupled

Enhanced Call Progress Detection for TDM and IP

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Genesys Outbound & Proactive

Genesys Outbound Outbound Contact Proactive Contact

Agent

Self-Service

SMS

E-mail

Telemarketing, Debt Collections Progressive Predictive Customer acquisition Business to Business Debt Collections

Notifications One-way & interactive Speech interaction Welcome On-boarding Fraud detection Payment reminder Business process Customer surveys SMS & E-mail notification Order acknowledgement Address change Thank you

Preview Marketing to High-value cust. Follow-up calls Customer Win-back

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Summary - Proactive Contact

Proactive Contact is an essential element of a Dynamic Contact Center:
1.

2. 3.

4.

Blending, Proactive Interaction Routing Provides ability to deliver automated notifications based on content analysis Provides ability to define routing strategies with escalations Choice of Voice, E-mail/SMS Provides interactive voice notifications and e-mail/SMS messages Dynamic lists/campaigns management Flexibility to configure and run multiple campaigns simultaneously based on trickle-feed Integration with CRM/ERP or BPM applications Easy to import notification lists from other enterprise applications where master customer data is usually stored Integrating proactive contact as part of the business process

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Business Applications - Verticals

Telecom Banks & Financial Services Insurance Hospitality (Airlines, Hotels, Car Rentals, Restaurants) Utilities (Electricity, Water etc.) Healthcare Retail Manufacturing (FIN, Sales, Purchase, Ordering) Emergency (Fire, Flood, Earthquake)

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Target Applications Verticals

Customer Care

Account status Order status Service activation Overdraft alerts Renewal notices Transaction completion Welcome calls Customer satisfaction surveys Notify staff, faculty, parent, students, first responders re: emergency situations

Financial Services Collections

Non-pay courtesy calls Payment reminders Account suspension Cancellation notices Suspicious activity Fraud alerts Skip tracing Product updates Market updates Corporate announcements Surveys

Fraud

Business Continuity

Corporate Communications

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Target Solutions Banks/FS

Check balance Funds Transfer Notification for payments Payment processing with verification Issue Check books Generate PIN (internet, ATM etc.) Change of Address Directory Assistance Open/Close Fixed Deposits Investments (Mutual Funds / Securities)

Stocks / MF / Bonds Enquiry Migrate / Redeem

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Target Solutions - Insurance

Activation of Policies Premium Due Branch Locator Notification for payments Payment processing with verification Change of Address Redemption of Policies Check NAV

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Target Solutions - Telecom

Welcome message Notification for payments Payment processing with verification Top-up of pre-paid cards Change of Address Directory Assistance FAQ

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Target Solutions - Airlines

Timetable Verification Ticketing

Booking / Cancellation / Re-routing

Check-in / Boarding Pass / Gate updates Flight Upgrade Frequent Flyer (enrollment, update et. al.) Redeem tickets Lost baggage tracking Cargo booking Vacation Packages Notification 2 Passengers

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Target Solutions Car Rental

Reservation / confirmation Enquiry (Type of car, nearest / location office) Fleet Enquiry Check-in Promotions Reservations / Upgrade Frequent Flyer (enrollment, update et. al.) Redeem tickets Notification 2 Passengers

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Target Solutions Hotels

Reservation/confirmation/Upgrade/Change/Cancel Hotel finder / Location / Info Room Enquiry Enquiry (Type of car, nearest / location office) Fleet Enquiry Check-in Promotions Frequent Flyer (enrollment, update et. al.) Packages (Wedding / Festivals etc.) Booking - Meeting Room

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Target Solutions - Retail

Inventory query / tracking Order placement / tracking Payment Gateway integration Enquiry on various status (integration with backend systems)

Invoice payments Order approval / despatch

Seamless interfacing with end-2-end solution integration, minimal manual interface

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Consulting Portfolio - Roster

Base Products

Technology Strategy

Inbound/Outbound Voice Portal Workforce Management / iWD Multi-media CC (Email/Chat/Cobrowse/Video) Infomart Virtual Hold / LivePerson Routing

TDM-2-SIP Migration Cloud Computing Virtualization Solution-in-a-Box LINUX Rollout Practice Head (1) Consulting Head (3) Project Managers (4) Solutions Architect (8) CIM/SIP 12 ICON/InfoMart 5 GVP 5 iCFD - 2 MCR 2 WFM -1 Apps Integration/SDK 5

Team Roster 25+

Enterprise/Network Multi-channel/PBX Private/Public Networks Business Process

Speech Integration (NUANCE)

Multi-PBX Content / KM Enterprise Apps (pan-verticals) Payment Gateways Social-media In-house IP suite across various adjunct offering Deployed over 5k+ installations

Integrations

UNIFY Suite

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IVR - Projects global-rollout

Masraf Al-Rayyan Bank Qatar / Warba Bank - Kuwait

Re-architect IVR self-service, call-flow, web-services integration End-2-end roll-out of IVR apps, back-end apps integration, card process integration, payment gateway integration Speech-enabled self-service Architecture revamp, roll-out, call-flow development Integration with Telco enterprise apps & external apps Auto-blast campaign over 5k ports Migration of v7.x to v8.x End-2-end integration of apps & roll-out GVP and MCR Roll-out End-2-end deployment, integration of apps & roll-out IVR integration for Banking process (TPIN/2FA/OTP..) End-2-end self-service IVR roll-out on pilot phase with Nuance speech integration Entire ticketing process migrated to IVR, reducing agent-traffic by over 80% Auto-blast campaign for flight rescheduling & other info Pilot rostering & on-boarding systems

Safaricom Kenya

Bharti Airtel India

BUPA Healthcare UK

Yapi Kredi - Turkey

Bank Danamon Indonesia

Kingfisher Airlines India

Dutch Bangla Bank IP Contact Centre - Bangladesh

IP IVR Self Service for Banking process Roll-out IVR with Flex Bank Host Integration End-2-end IVR application development and integration of apps & roll-out
End-2-end self-service IVR roll-out Auto-blast campaign for flight rescheduling Notification & other info

GO Air India

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Bharti Airtel - #1 Telco India

Genesys Hosted Outbound Operations

First of its rollout of hosted-CC initiative (FirstSource/Aegis) Involved in Operations Analysis & Support to revamp the architecture @ FSL deployment in Airoli Helped put-up process/mechanism, ironed out various deficiencies in the tools/process to streamline the solution Streamlined the hub-and-spoke integration process, resulting in process efficiencies & quicker roll-out in new HUBS Enabled Bharti to extend the OSCC initiatives to various BPOs across country Involved in Infomart(HA) rollout in PAN-India 4 HUBS Cloud-based deployment for hosted-CC initiative for over 20+ outsourced Contact-Centers End-2-end report configuration, rollout & UAT alongside Genesys Product FR/MR identification & release-management with Genesys Automated KPI-driven reporting & circulation process across circles/centers Infra roll-out / optimisation / consolidation across Southern circles (over 15k+ ports) Design & develop IVR / reports across all operations Call-flow framework, a RAD tool for quick turn-around of new IVR deployments Automated report-generation & distribution ETL framework, based on KPI parameters Custom-built tools/utilities for effective campaign management Migrate & re-architect the platform across Southern states (India) to consolidate infrastructure End-2-end re-alignment of architecture platform, process mapping & roll-out Significant savings in overall infrastructure & support costs GVP Apps Development & Maintenance End-2-end management (24/7) of GVP process Relationship spread over 1+ year initially

Genesys Reporting & BI - Rollout

Genesys GVP Rollout

Genesys GVP PAN-India Architecture Consolidation

Facility Management (thru WIPRO Infotech)

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Bharti-Airtel GVP Rollout

Supports a call volume of 1.3m calls per day Supports 40+ products with varied requirements supporting online provisioning Integration Architected with HA / N + N redundancy for ALL components Custom built reporting system with cradle-2-grave reporting Developed Call Flow Framework to turn around new requirements within 2 Hrs Advanced Notification / Alert service for Product KPI for Business Users Developed 3rd party application for extensive SIP logging using SDK's Effective Campaign Management driven through Tools / Utilities

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Masraf Al-Rayyan - Qatar

Consult & Architect --- IVR based self-service operations for various banking processes GVP-led self-service

Integrate with banking applications Card Processing (Credit/ATM/Prepaid) Fax/Email solutions

Biztalk Store-procedures

Middle-ware interface

SmartIVR

Ready-2-deploy IVR framework for Banks, with IVR/speech self-service options Seamless integration to speech technologies (ASR/TTS)

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Warba Bank - Kuwait

Consult & Architect --- IVR based self-service operations for various banking processes GVP-led self-service

Integrate with banking applications Card Processing (Credit/ATM/Prepaid) Utility Billing Murhaba Services Fax/Email/SMS integration Banking Products Biztalk Store-procedures Ready-2-deploy IVR framework for Banks, with IVR/speech selfservice options Seamless integration to speech technologies (ASR/TTS)

Middleware interface

SmartIVR

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Bank Danamon- Indonesia

Migrating a agent-driven operations to IVR driven self-service operations Virtualization of infrastructure, through multitenanted environ across 13 locations Predominant service-delivery at IVR level itself, with minimal agent interaction Overall agent population expected to decrease by x% Overall cost-of-CSAT to bring down by over x%

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Kingfisher Airlines - INDIA

Converted a predominant agent driven model to voice self-service strategy Reduced overall agent-intervention by over 60% --extendable to 90+% Key process handled

Flight Status Enquiry Flight Timetable Outbound notification on flight arrival/departure

Extend the process to other areas of operations (ticketing / cargo / club members et. al) Reduce overall cost-of-CSAT by over 75% over the next 2-3 years

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We Serve !!!!

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Key clientele served by the team members over the last few years across various technology consulting projects

Business Partners

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Why SmartConnect !!!

Business Value
Singular focus on UIM/UC
The Right People , Capabilities & Track Record Market Leadership in Identified Niche Global Player with Proven Strength Industry Expertise & Alliances

Technical Differentiation
Adjunct Connectors & Tools
World Class Professional Services Flexible Deployment Models One-stop solution with Managed Services Platform Openness and Interoperability

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
2011-12 SmartConnect Technologies. All Rights Reserved.

The information herein is for informational purposes only and represents the current view of SmartConnect Technologies (and its associates/group companies), as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Srikanth SESH Call: +91.98197 12091 ssrikanth@smartconnectt.com

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