how to prepare for seamless unified multilayer customer … · 2019-06-17 · disparate cloud...

© 2018 8x8, Inc. All Rights Reserved© 2018 8x8, Inc. All Rights Reserved

1

How to prepare for seamless unified multilayer customer engagement...

© 2018 8x8 | Confidential & Proprietary | page 2

Business Users Global Employees

6 Time Leader1.4 k + 1M + 89 Countries

Global Coverage

Global Leader in Cloud Communications

15 Global Data Centers | One Cloud Platform

CollaborationVirtual Meetings

IMContact Centre

Analytics

Global Voice


1. Your customers now demand that you know why they are making contact.

2. They expect a fast resolution to any question they might have across any media at any time.

3. Your CEO has business expectations you must meet.

4. Your agents needs one 360 view of the customer and tools to help them.

5. You need management and BI tools.

6. Everyone wants fast, effective low cost communications

7. These needs will get more difficult to provide in the next 3 years.

8. You need a plan – come and find out how we can help you here at 8x8.

CX Innovation and Transformation


Customer Loyalty is athing of the past

Speed is the new currency

The rules of the game HAVE CHANGED

Customers have gone digital

Customer engagement is everyone’s business

“Immediately” is The new expectation

Every department is now a service organisation

Digital is the new front door to your business



Your customers now demand that you know why they are making contact.

Is that true Yes or NO


CIOs are being directly tasked to transform the customer experience

Requiring increased first call resolutionbetween employees and customers

89% 8%

Companies plan to compete

based on customer experience

Only 8 % of company's customers agree

they provide superior CX to the competition


Customers are rejecting the“old way”

Gartner Accenture

89%companies compete

on customer experience

89%Customers frustrated by repeating

their issues to multiple representatives

75%online customers expect help

within 5 minutes

McKinsey Digital Labs



Your CEO has business expectations you must meet ?



How it was Disparate Systems of Engagement

TELEPHONY

CONFERENCING

COLLABORATION

CONTACT CENTER

CRM’S + Application Layers

Not Meeting CIO Needs ?


360 Enterprise Communications: The 3rd Wave

AVOID

Disparate Cloud Products

One Cloud Engagement Solution

All Customer and Employee Interactions

Productivity IncreaseLower TCO

Revenue AccelerationEven Lower TCO

On-Premise

Telephony

Video Conferencing

Contact Centre

CRM CRM application

Video Meetings

CCaaS

Message

UCaaS

How it was Wave 2 Wave 3

One Set of AppServices

One Workflow Engine

One Analytics Engine

One Set of Data

One System of

Engagement



With the growth of email interaction, can you contact centre handle it in one solution ?


© 2018 8x8, Inc. All Rights Reserved

Multi - layer communications 12

Roadside Assistance Agent

21

Distressed Customer Field Technicians3


Without seamless presence, Agents have No Visibility of external teams

13

1


Agent blindly calls mobile team to see who’s available, requiring longhold times or a possible call back


2


With presence, The Agent Views Availability, Schedules and delivers great customer service

14


21


Agent instantly knows who’s

available



Your agents needs one 360 view of the customer and tools to help them.



What you need in one solution to be effective

Cloud Quality Management

• Speech analytics

• Post call surveys

• Powerful, flexible reporting

• Easy score cards

Robust Reporting

• Say goodbye to Excel

• Easy to run and schedule

• Dimensional reports - BI

• Multi-channel coverage

• Data extensibility via REST APIs

Powerful, Omni-Channel Solution

• Voice

• Email in one CRM

• Outbound

• Web Chat - Translation

• Social

• AI - and Yes BOTS


Driving Innovation in Contact Centre

Unified

Data Sets

Support Billions of Calls & Messages

Real Time

Big Data

Scaling with:

Analytics

Descriptive & Diagnostic ReportingFlink | Hadoop | Hbase | ELK

Machine

Learning

Leverage machine learning for customer data

Predictive

A.I.

Optimize internal systems & customer data


• Have a flexible approach, with a team and systems that enable change, change is now the only constant

• Listen to your customers and enable the right channels at the right time.

For a positive response:

• Be clear with your customers on what channels are available, what you are planning to introduce and when.

• What to expect from the service and experience.


how to prepare for seamless unified multilayer customer … · 2019-06-17 · disparate cloud...

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