behind the s cene of an excellent customer experience

© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF

March 25 – 27th, 2014 І Orlando, FL

#AvayaATF© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya.

Behind the Scene of an Excellent Customer Experience

Jean-Pierre Renaud

© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF#AvayaATF

Behind the scene of an excellent customer experience

© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF 3

Increasing Economic Pressures

Changing Patterns ofCustomer Service

Increasing Customer Expectations

Today’s Customer Service and Sales Reality

Increasing Competitive Pressures


The Autonomous ConsumerKey Drivers for New Customer Service Reality

Customers Expect Personalized, Contextually Relevant Engagement

Source: Avaya and BT, The Autonomous Customer, January 2013

have interacted with a company via social media55%

39%used their smartphone to comment on Facebook or Twitter about service received

say convenience is more important than price1 in 368% would like web-chat offered

while on company web site

100%Video usage at home has increased by

55% would like to have their questions answered by video-chat

Always want to multiple channels available82%

say organizations make it easy to switchbetween different channels17%

94%would like to be able to email the same agent they talk to

58%say they get better help from other consumers than call center agents

Uses Social Media Regularly

Frequently Starts on Mobile

Uses video regularly

Uses multiple channels

Empowered


The Upside of Getting it Right: Better Experiences Drive Better Returns

Source: Watermark Consulting, 2013, www.watermarkconsult.net


Customer Lifetime Value (CLV):The value of a customer to a company over the lifetime of a business relationship

Exceptional Customer Experience Drives…Drives Customer Lifetime Value

Customer Lifetime

Value

Customer Lifetime

ValueAcquisition

Costs =Length

of Relationship

–SupportCosts XCustomer

Revenue –

66% of consumers will stop spending if the effort is too high

75% of consumers keep spending if the customer experience is exceptional

Customer Effort Impact Study, Avaya, 2013


Future Enablers of Customer ExperienceNow and Beyond

Right Media, Right Time

Enterprise wideEngagement

Actionable Insight

1. Avaya and BT, The Autonomous Customer, 20132. Wall Street Journal, April, 2011Customer Experience Drives Brand and Customer Lifetime Value


How Will You Keep Pace?

Are my processes, people, culture connected to my customer experience strategy?

Will my current technology enable the growth that I need…?

Does my current enterprise Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?

Do I appreciate the impact customer experience could have on my organization’s brand and bottom line?

Can I deliver a sustainable, growing ROI from my customer experience investment?

How do I ensure that I constantly improve the customer experience…?


Why Avaya for Customer Experience Management?Delivering Tomorrow’s Experience Today

Expertise and Best Practice

Positive Impact on Business Results

Proven, Reliable Solutions for Today and Tomorrow

#1 Market share globally (36%) 1

Leader in Gartner Contact Center Magic Quadrant1

Global partner ecosystem of industry and application development specialists, backed by Avaya

Customer Lifetime Value underpins CEM solutions – 97% of customers experiencing First Contact Resolution 2

– 84% of customers satisfied with service3

– 3x improvement in sales4

– 30% headcount reduction while exceeding performance goals5

Solution to address current requirements and future growth Proven Business Transformation and Customer Lifetime Value

frameworks Avaya commitment: “Your Path, Your Pace, Your Choice” Mission-critical reliability so you can sleep at night

1. Gartner, Magic Quadrant for Contact Center Infrastructure, WW, Drew Kraus, Geoff Johnson, Steve Blood, June, 20122. nTelos Case Study, 20123. ABN Amro Case Study, 20114. Malaysia Airlines Case Study, 20115. Wescom Credit Union Case Study, 2011



From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience

Enterprise wideEngagement

From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes

Actionable Insight

From Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on It

Imagine…Creating a Whole New Customer Experience…For Each Customer, Every Time

“Customer Experience Management;Managing customer relationships as strategic assets,

converting satisfied customers to loyal customers, and loyal customers to brand advocates.”


Customer Sees One Company

Company Sees One Customer

Predict, Anticipate, and Respond

Holistic, Personalized Customer Experience

Our Unique ApproachThe Contextually Aware, Persistent Customer Experience

Application of All Relevant Context including Information, Resources and Processes

Connecting All Interactions as a Seamless Experience


Proactive renewal

notification

Buy Own

Select

Purchase

ResearchReceive

Onboard

Use

Maintain

Promote

Renew

BreakdownDamage

Interesting! Find Out More!

Place anOrder

Receive and Setup

ChaseOrder

Learn to Use Product

MakePayment

TroubleshootUpgrade

DisconnectLeaving

Retain & Win-back

Promotion Offer

Feel & CompareProducts

Research Products

Avaya Customer Experience Management... Addresses the Whole Customer Journey

Online or mobile self

serviceVideo

kiosks or video self

service

Voice biometrics

to identify /

verifyProactive payment

notification

Routing to ‘best’

resource

Callback offer whilst

in queue

Automated payment

processing

Automated web chat support

Proactive promotion notification

Proactive delivery status update

Automated web chat support

Online or mobile self

service

Two thirds of the customer journey happens AFTER the purchase


Day in the Life Scenarios

Business Problems and Challenges

Increasing Economic Pressures

Changing Patterns of Customer Service

Increasing Customer Expectations

Increasing Competitive Pressures

Accommodate new modes of service? Improve customer satisfaction?

Drive customer lifetime value? Reduce cost to serve and improve productivity? Simplify operations?

Know and treat each customer individually? Tailor service to meet different needs?

Retain existing, and acquire new, customers? Innovate customer service and differentiate brand?


The Avaya Customer Experience Framework

Actionable Insights. Better Engagement. Superior Results.

Awareness

Persistent Conversation

Preserve Existing Investments

Leverage Common, Open, Connected

Platform

End to End Services and Delivery Options

DESI

GNSe

amle

ss, C

onne

cted

Cus

tom

er

Expe

rienc

e

MAN

AGEM

ENT

Stre

amlin

ed, S

impl

ified

, Bus

ines

s Dr

iven

Man

agem

ent

INTERACTIONConnected, Intelligent, Persistent Customer Engagement

PERFORMANCE End to End, Scalable, Real Time Business Intelligence and Insight

EXPERIENCE1:1 Matching of Customers to Resources using Contextual

Awareness

Actionable Insight

Enterprise wide Engagement


Layer on New Capabilities


Devices

Avaya Customer Experience FrameworkConnected to a Larger Ecosystem

Your Customers

Business Applications

Contact Center

Enterprise Resources

OutsourcersSupply Chain

Business Processes

Collaboration Framework

Networking Equipment

Collaboration Framework

DES

IGN

MA

NA

GEM

ENT

PERFORMANCE AND ANALYTICS

EXPERIENCE MANAGEMENT

INTERACTION

Open Framework to Connect with Avaya, Third Party and Competitive Solutions

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160


Experience Layer

The Experience Management Platform

Monitors Contextual Awareness to Understand Your Customers, Your Resources, Your Business

Determines Next Best Action by applying Business Rules to Contextual Awareness to achieve Target Customer Experience

Executes Right Match of Resources to Each Customer Across Right Media at The Right Time

Manages and Adapts Business Rules required to achieve Target Customer Experience

Personalized, Exceptional, Seamless Customer Experience

Optimal Utilization of Resources


Real-Time Performance Platform - Real-time data collection, consolidation and processing from CC and enterprise sources leveraging data grid technology

Actionable Insight – Reporting and analytics modules provide critical insights into customer experience and business performance

Workforce Optimization - Suite of integrated WFO applications providing end to end feedback, quality, workforce management, coaching and training

Performance Layer

The Avaya Performance Management Suite

Outstanding Business Performance

Improved Customer Experience


Cost reduction and footprint consolidation

Build, optimize platform for growth

Transform customer experience

Fully leverage experience as a strategic asset

Evolve to connected, shared services model

Enhance routing and increase scale

Business Results Driven Technology Transformation

Key Phases of Evolution to Address Business Challenges

ConnectEnable Engage

EFFICIENCYSIMPLICITY

PRODUCTIVITYSYNERGY

DIFFERENTIATIONLOYALTY


Your Journey to a Superior Customer Experience

Avaya Can Help You Get There

TransformationToday Tomorrow

Program Management

Continuous Improvement

People,Culture and Process

BusinessStrategy

TechnologyStrategy

FinancialAssessment


Your Investment Lives On

Our Commitment “Your Path, Your Pace, Your Choice”

Technology Protection

No Rip and Replace Modular approach: leverage

existing, whilelayering on new

Operations and Services Protection

Capabilities out the box Professional and partner

services Software as a Service and

Managed Services offers

Financial Protection

Software protection program

Software as a Service offers


The Customer, the Partner, and Avaya

Expert Team

PartnerCollaborating to Support Customers

Deliv

ers

R&D investment, best-in-class products

Scale and experience

Investment in vertical and horizontal solutions

Repository of best practices

Investment in relationship management

Value-added services Local expertise and understanding Vertical, horizontal, technology, and

multivendor knowledge

Combining Strengths to Meet Customer Needs


Our Promise

Delivering Tomorrow’s Customer Experience Today

Innovative, Market-Leading Ideas

Proven and Reliable Solutions

Business Results-Driven Focus

Your Path, Your Pace, Your Choice


“We need 1,000 more security cameras up by Friday”

“Our financial transactions need to be isolated by next week”

“We need to transfer a live server instance now!”

“We need a scalable and manageable BYOD deployment

ASAP”Throughput

Resiliency

Latency

Density

Why data networking is so crucial…


1. Add HD video surveillance and multicast sites in minutes

2. Deploy services on the fly

3. Create unlimited separated services with minimal effort

1 23

456

78

9Whatif you could…

The old network needs to evolve to support today’s business speed

4. Deliver unified access solutions at the edge

5. Enable Guest, BYOD Access control all at once

6. Increase and monitor real-time Network quality

7. Enable data center continuity within clicks

8. Reduce latency and time to service in the data center

9. Deliver collaboration applications in a stack

Would you be Interested?


Superior Service SeparationUse Case – PCI Compliance

Avaya Fabric Connect

Must touch every affected device

Slower to configure

Must configure core of network

Dependent upon maintenance windows

Edge-only configuration

Eliminate need for maintenance windows

Mitigate core configuration risk

Full isolation end-to-end

New Service

New Service

Competition’s Interdependent legacy protocols


Superior Virtual NetworkingUse Case – Multi-Tenancy: Outsourcing

Competition’s Interdependent legacy protocols

Extremely complicated

Practically un-scalable

Error prone Static model

Avaya Fabric Connect

Highly scalable Agile configuration Simple

troubleshooting Highly dynamic


Business ContinuityEven When an Entire Data Center is Lost

OTV / MPLS

More tiers = more complexity and weaker performance

Still limited to 4096 VLANs Fabric cannot extend across long

distances; L2 only

Fabric Connect End-to-End

2-Tier network design Highly scalable One technology end-to-end With simple end-point provisioning Multi-service – L2/ L3 virtualization


High-Performance Data Center

Built for north-south traffic Additional tiers brings

complexity and cost Static model

Highly scalable Agile configuration Simple troubleshooting Optimized for east-west

traffic

Distributed ToR / Fabric Connect Data Center Architecture

Multi-Tier Legacy Data Center Architecture

The 3 R’s, resiliency, resiliency and resiliency

© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF#AvayaATF

Thank You!Jean-Pierre RenaudTechnical Customer Experience Solutions ArchitectAvaya WW Distinguished Solutions [email protected]

© 2014 Avaya Inc. Avaya – Confidential & ProprietaryDo not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF

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behind the s cene of an excellent customer experience

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