Messaging for business 2.0Christoph Neut - VP EMEA

@

LONDONFebruary 22nd - 2018

Founded in 2012 in Silicon Valley

Bluechip clients in NA, EMEA and APAC

>100 employees in San Francisco and Belgium

Unique vision & mission

Strong global leadership team

Long-term committed Investors

Power effortless customer experiences at scaleOur mission is to help brands exceed the expectations of today’s mobile,

hyper-connected and increasingly impatient customer.

Insert Main Title Here

Our Vision: Messaging for Business 1 The New Customer (dis)Loyalty

2 Embrace Messaging Channels

3 Walk the Path towards Effortless

Source: Corporate Executive Board

Customers who have high-effort service experiences report being more disloyal and spending less than those who have low-effort experiences.

Overall Disloyalty

Repurchase Rate

Increased Spend

Negative Word of Mouth

High-Effort

Low-Effort

96%

4%

4%

81%

9%

94%

88%

1%

Reality:

Zappos is a Service Company that just happens to sell shoes

The way people communicate with one

another

There is a big gap

How brands expect customers to communicate

with them

Popularity of service channels, by age

Sources: Dimension Data, 2015 Global Contact Centre Benchmarking Summary ReportGallup, The New Era of Communication Among Americans

↑68%*

Delta makes travel changes easy with Twitter’s Direct Message. They can identify VIPs easily and make needed changes without asking the customer to repeat themselves or provide additional context.

The BIG BOYS want to play as well ...

Apple Business Chat launched June 9, 2017

Google Click-to-messagelaunched November, 2016

WhatsApp announces Business Accounts, August 29,2017

Customer Service Channels

Customer Contact Center

Backend Systems

New channelsTraditional channels

Bots & AI

In-Web and In-App SDKs for iOS, Android and Web

* Automatic Message Distribution

AMD *ACD

Sparkcentral in the modern Contact Center

IVR, ASR, TTS CTI APIs

CRM WFM Business Intelligence Customer Experience Management

Coming soon

The Building Blocks of an Enterprise-Ready Messaging Customer Service Platform

CLOUD BASED, SECURE, PCI & GDPR COMPLIANT

OMNI-CHANNELASYNCHRONOUS

IN ITS DNACUSTOMER

CENTRIC INTELLIGENCE

INSIDEPROACTIVE & RESPONSIVE

The path toward effortless service

Know your customer & provide full resolution 2Lay the foundation of identity management and connect with your systems of record to build a 360° view of your customer

Shift toward a “messaging-first” strategy4 Prioritize mobile messaging by facilitating transactional and operational conversations to drive down phone and email volumes

Deliver effortless service 5 Deliver preventative/proactive care through customer intelligence and automations that anticipate customer needs

Be where your customers are today1 Start on Facebook, Twitter, Instagram and operationalize customer service use-cases and prepare to support more channels

Implement scalable workflows to handle increasing volumes3 Automatically route, categorize, and prioritize messages and enable agents to respond faster with recommended responses and be prepared for integrating with Bots and AI

Operationalizing messaging customer service takes more than

great software alone.

Playbook Messaging Customer Service

Based on the globally adopted Baseline Enterprise Standards for Contact Centers, Sparkcentral and Teleperformance are jointly developing an operating model for messaging customer service. Goal is to set an industry benchmark for this new form of customer service delivery.

This following aspects are taken into account for successfully running a messaging service:

● HR/Recruitment● Training & Development● Forecasting & Workforce mgmt● Operations mgmt● Quality Assurance● Reporting● Finance/TCO mgmt

Thank you!

Message Christoph @ +32 475 54 54 64