sas and sword ciboodle - the intelligent contact center

Copyright © 2012, SAS Institute Inc. All rights reserved.

The Intelligent Contact Center Real-Time Intelligence for Customer Interaction

Jonathan Moran, Customer Intelligence Product Marketing, SAS John Merritt, Global Product Marketing, Sword Ciboodle

It Starts with Your Customer Advanced, multi-faceted, savvy and ready to engage

Today’s customers are demanding – they expect an integrated experience across traditional & social communication channels

It Starts with Your Customer Advanced, multi-faceted, savvy and ready to engage

Properly Servicing Them Right Insights for the Right Issue in Real-Time

Yet most service professionals don’t

have the right insights and interactive

capabilities to properly service

customers.

This leads to very poor customer

services and experiences.

Properly Servicing Them Right Insights for the Right Issue in Real-Time

Managing Their Experiences Creating Consistent Experiences Across Countless Channels is Tough!

With so many channels across the customer’s journey, it makes having these capabilities and insights absolutely vital.


With so many channels across the customer’s journey, it makes having these capabilities and insights absolutely vital.

Do you have the insights needed to manage these interactions?


And This was Just One Thing Key Business Trends that are Affecting the Need for Customer Intelligence


People/Customer Driven

1. Increased Disclosure and Transparency Privacy and Information Sharing 2. Consumer Contact Rules 3. Regulatory Reform

1. Consolidation/Mergers/ Acquisitions 2. Market Expansion 3. Efficiency & Optimization

1. Change from Product to Customer Centric Business Strategy 2. Engaging through every Channel 3. 360-Degree Customer View

1. Mobile Devices and Consumer Adoption 2. Web 2.0 and the Digital Age 3. Cross-Channel Usage

1. Social Networking 2. Consumer-Controlled Content and Channels 3. Consumer Engagement

1. Rising Expectations and More Choices 2. From Right Time to Real Time 3. Demographic Divide

1. Change from Product to Customer Centric Business Strategy 2. Engaging through every

Business/Industry Driven

Business Executive


Huge Online Social

Adoption

The Consumer is in Charge

Multi-Channel Adoption

Compliance Requirements

Business Focus on the

Customer Experience

Finding the Next Origin of

Business Growth









1. Rising Expectations and More Choices 2. From Right Time to Real Time


Customer Centric Business 1. Change from Product to Customer Centric Business Strategy 2. Engaging through every


Business Executive


Huge Online Social

Adoption

The Consumer is in Charge

Multi-Channel Adoption

Compliance Requirements

Business Focus on the

Customer Experience

Finding the Next Origin of

Business Growth









1. Rising Expectations and More Choices 2. From Right Time to Real Time


Customer Centric Business 1. Change from Product to Customer Centric Business Strategy 2. Engaging through every


Not certain how we can operate without considering

these areas and the necessary insights needed

Business Executive

15


CI WORKGROUP Executive Briefing Center FEB/MAR-2012 Cary NC

!! Key areas continue to change making this far more difficult to solve with rudimentary approaches lacking insights and real-time analysis

Adding to The Complexity A Number of Areas Continue to Evolve Making the Challenge Far More Difficult to Solve

!! Channels !! Offers

!! Preferences

!! Data

!! Objectives

!! Consumer Expectations

!! Timing

!! Management

!! Control and Consistency Standards

16


CI WORKGROUP Executive Briefing Center FEB/MAR-2012 Cary NC

!! Key areas continue to change making this far more difficult to solve with rudimentary approaches lacking insights and real-time analysis

…creating BIG problems for organizations.

Adding to The Complexity A Number of Areas Continue to Evolve Making the Challenge Far More Difficult to Solve

!! Channels !! Offers

!! Preferences

!! Data

!! Objectives

!! Consumer Expectations

!! Timing

!! Management

!! Control and Consistency Standards

Good Points, But… Why Should I Consider Addressing this Area? Well…


86% of consumers quit doing business with a company because of a bad customer service experience, up

from 59% 4 years ago

Source: Harris Interactive, Customer Experience Impact Report


88% of CEO’s said ‘getting closer to customers’ was their top priority for their business over the next five years.

Source: IBM 2010 Global CEO Study


8 A good customer

experience is told to

other people


8 A good customer


other people

22 While a bad customer


other people

Source: Harris Interactive, Customer Experience Impact Report

Not to Mention… Other Organizations are Taking Notice and Investing in Customer Service Experience Too…


$18.58 BILLION THAT’S AN INVESTMENT OF

OVER THE NEXT 4 YEARS IN CUSTOMER SERVICE AND SUPPORT THAT OTHER COMPANIES ARE MAKING


Will you be able to compete with them?

$18.58 BILLION THAT’S AN INVESTMENT OF

OVER THE NEXT 4 YEARS IN CUSTOMER SERVICE AND SUPPORT THAT OTHER COMPANIES ARE MAKING

That’s a Big Deal – alot to Think About How can organizations solve these challenges and get ahead of the curve?

How about something a bit more innovative that helps you serve your customers better and

helps address these areas.


How about something a bit more innovative that helps you serve your customers better and

helps address these areas.

But what is it?


Introducing Your Strategic Competitive Advantage for Superior Services and Experiences

`

The Intelligent Contact Center Real-Time Intelligence for Every Customer Interaction

31


The Intelligent Contact Center is the Solution that brings Real-Time Intelligence for Every Customer Interaction through a combination of SAS® and Sword Ciboodle technologies. It empowers your organization to deliver a personalized, impactful customer experience the first time, every time. With the solution, companies can drive memorable, long-term relationships by utilizing the 4 engagement tools that the Intelligent Contact Center has to offer. These tools include:

Lead Management & Campaign Execution

Intelligent Offers

Intelligent Chat

Social Media Intelligence

The Intelligent Contact Center What is it and what does it do?

32


The Intelligent Contact Center How Does it Work?

1 Source Channel Interactions

33



1 Source Channel Interactions 2 Collect Key

Information

34




Information 3 Process, Align and Determine

35




Information 3 Process, Align and Determine 4 Launch Next Best

Actions



Information 3 Process, Align and Determine 4 Launch Next Best

Actions Launch Next Best 5 Engagement and

Outcomes

37


The Intelligent Contact Center What Capabilities Does it Offer?

Lead Management and Campaign Execution

The customer identification and scoring tool that empowers agents and sales professionals to convert leads into cross-sell and up-sell candidates, launch prospect specific campaigns and customer interactions.

38





Intelligent Offers

The predictive, real-time incentive decisioning tool that empowers sales and service professionals to generate analytically driven cross-sell and up-sell offers with end to end insights about every single prospect that is engaged.

39





Intelligent Offers


Intelligent Chat

The intuitive, predictive and real-time customer interaction tool that enables direct online engagements with prospects and customers driven by active customer 360 profile details and a real-time analytic foundation.

40





Intelligent Offers


Intelligent Chat

The intuitive, predictive and real-time customer interaction tool that enables direct online engagements with prospects and customers driven by active customer 360 profile details and a real-time analytic foundation.

Social Media Intelligence

The real-time, social analytical tool that captures critical insights across several channels, identifying, analyzing and converting conversations, interactions and more into strategic customer engagement insights.

41


CI WORKGROUP Executive Briefing Center FEB/MAR-2012 Cary NC What’s the Difference?

How Customers Have Traditionally Been Engaged

Traditionally, customers engaged a company but had several initial interaction points before. Social, Email, Web and more were their first interactions with the brand.

Customer

42





Customer

43





Customer


However, they ultimately had to engage via a single channel. This typically was the phone channel. However they might still be browsing, tweeting, looking on your forums, etc.

Channel

44





Customer



Channel

45





Customer



Channel


Oblivious about each prior/active interaction besides the phone, the agent tries to address the customer’s circumstances but lacks the 360 degree view and real-time insights.

Service Professional

46





Customer



Channel



Service Professional

47





Customer



Channel



Service Professional Outcomes

Resolved

Not So Sure

Not Resolved

47

Interaction receives an outcome with little to no thought of either cross selling, upselling, multi-channel interactions and more. This ends the relationship with the experience and the organization loses the ability to profit/improve interaction.

48


CI WORKGROUP Executive Briefing Center FEB/MAR-2012 Cary NC And The Typical Outcomes

Traditional Responses from Traditional Customer Service and Experience Outcome

Resolved

Not So Sure

Not Resolved

49



Traditional Responses from Traditional Customer Service and Experience Outcome

Resolved

Not So Sure

Not Resolved

50



Traditional Responses from Traditional Customer Service and Experience Outcome Customer Potential Outcome

Resolved

Not So Sure

Not Resolved

Interaction Ends with No Additional Enhanced Experience, Offer, Cross-Sale, Up-Sale or additional value add for the customer. Relationship can potentially be

progressed but the customer may question the full experience.

Interaction Ends leaving the customer with little to no resolution regarding their initial purpose for interacting. Leaves the customer with a questionable experience.

And leaves the organization with another weakened customer relationship.

Fuming customer might very well wash their hands of your company. Unacceptable experience, interaction and result leaves this customer ready to share across the

channels your organization did not provide insights on to your experience professional

51



Traditional Responses from Traditional Customer Service and Experience Outcome Customer Potential Outcome

Resolved

Not So Sure

Not Resolved

Interaction Ends with No Additional Enhanced Experience, Offer, Cross-Sale, Up-Sale or additional value add for the customer. Relationship can potentially be

progressed but the customer may question the full experience.

Interaction Ends leaving the customer with little to no resolution regarding their initial purpose for interacting. Leaves the customer with a questionable experience.

And leaves the organization with another weakened customer relationship.

Fuming customer might very well wash their hands of your company. Unacceptable experience, interaction and result leaves this customer ready to share across the

channels your organization did not provide insights on to your experience professional

Several missed opportunities that all could have been addressed had this agent had real-time insights through a 360 degree view of this

customer.

What Does it Do for Me? How Leading Edge Insights Empower Your Organization to Serve

1 Sourcing Channel Interactions

Channels

Legacy

Lists/Data Marts/CIS

ERP

Cloud

Channels Channels Channels

It starts by!



Channels

Legacy


ERP

Cloud


2 Collecting Key Information

Purchases Regional Data Preferences

Contact Details Key Conversation Insights

Browsing Details Service Conversations

Etc.

It starts by! Then Progresses to!



Channels

Legacy


ERP

Cloud






Etc.

SAS

De

cis

ioni

ng 3 Processed, Aligned

and Used to Determine NBAs

It starts by! Then Progresses to! Information is then



Channels

Legacy


ERP

Cloud






Etc.

44 Next Best Actions Are Launched to

Relevant Channels SA

S D

ec

isio

ning

3 Processed, Aligned


It starts by! Then Progresses to! Information is then Once Determined!



Channels

Legacy


ERP

Cloud






Etc.


Relevant Channels

Next Best Actions Are 5 Customer is Engaged, Outcomes Occur

and Are Collected

A. Cross-Sale Abilities Up-Sale Abilities Share of Wallet Increase

B. Interaction Insights Transaction Outcomes Details for Future Offers

C. Better Experiences Happy Customers Future Purchases Increased

SAS

De

cis

ioni



It starts by! Then Progresses to! Information is then Once Determined! Finally!



Channels

Legacy


ERP

Cloud






Etc.


Relevant Channels

Next Best Actions Are 5 Customer is Engaged, Outcomes Occur

and Are Collected

A. Cross-Sale Abilities Up-Sale Abilities Share of Wallet Increase

B. Interaction Insights Transaction Outcomes Details for Future Offers

C. Better Experiences Happy Customers Future Purchases Increased

SAS

De

cis

ioni



It starts by! Then Progresses to! Information is then Once Determined! Finally!

Each interaction is managed with a consistent, clear experience that addresses the client need while providing additional value with real-time insights and four tools that enrich

every real-time and future interaction with real-time insights as each experience occurs.

58


What Value Does it Really Bring? Strategic Benefits for You and Your Customers

Benefits for Businesses

" ! Maximize up/cross-selling success

" ! Utilize real-time outcome insights to drive improved future interactions

" ! Determine what each customer is most likely to need and want

" ! Deepening real-time customer insight with each interaction

" ! Reduce average handling time on low value customers

Benefits for their Customers

" ! Higher value interactions with knowledgeable agents

" ! Immediate personalized service with every customer interaction

" ! Personalized, relevant offers in real-time dialogue

" ! Inquiry solved the first time, every time

With the Intelligent Contact Center driving experiences, customers receive top tier

experiences while organizations achieve strategic goals and build deeper

relationships with each of it’s customers.

Strategic Benefits and Lasting Impact Deeper Relationships, Happier Customers and Potentially Profitable Relationships

60


Final Thoughts Key Take Aways from this Presentation

SAS and Ciboodle’s Intelligent Contact Center provides organizations the ability to addresses key challenges that impact customer service and experiences 11

Key Take Aways How can the Intelligent Contact Center Help Drive Your Strategic Vision

61



SAS and Ciboodle’s Intelligent Contact Center provides organizations the ability to addresses key challenges that impact customer service and experiences

Organizations can utilize the intelligent contact center to enhance every single point of interaction throughout the customer experience and service journey

1212


62



SAS and Ciboodle’s Intelligent Contact Center provides organizations the ability to addresses key challenges that impact customer service and experiences

Organizations can utilize the intelligent contact center to enhance every single point of interaction throughout the customer experience and service journey

And can be an innovative game changer for creating sustainable advantages and potentially a key strategic profit center for every organization

123

123



Thank You! Jonathan Moran

p: 919.531.2749 e: [email protected] w: www.sas.com

John Merritt

p: 312.447.5600 e: John [email protected] w: www.sword-ciboodle.com

For more information reach out to!

sas and sword ciboodle - the intelligent contact center

Documents

customer experience

customer advanced

consistent experiences

countless channels

degree customer view

right insights

consumer adoption

poor customer services