Connect. Interact. Engage.

Preparing for the customer service of tomorrow starts TODAY

Search & Display Marketers know much more about me

than the customer service agent of my mobile operator (after being a client for 28 yrs)

To satisfy the customer is the mission and purpose of every business*

* Peter Drucker 1973

A large majority of companies are rethinking

their strategies for engaging individual

customers Emerging technologies are the principal

enablers of this new customer-centric

approachThe benefit of connecting

customers, employees, partners and products is

ultimately customers who are more satisfied

The rise of the customer-led economy – The Economist

Many places – Many ChannelsCustomers reach out from many places

- anytime - through many channels

Your customers are connected-mobile-networked

By 2020, over 37 billionelectronic devices, cars,

homes and humans will be connected over the

Internet

More devices = more interactions =

more data = more complexity =

more opportunity

Upgrade the CustomerContact Engagement Center

TraditionalContact Center

MassReactStatic

ManualRemoteSiloed

PersonalisedInteractDynamic

AutomatedReal time

Collaboration

EngagementCenter

The times are changingWhich channels are most important for customers when they engage with

brands ?

today < 3 yrs

Com

pany

web

site

s

E-m

ail

Soci

al M

edia

Phon

e

Mob

ile

Apps

Soci

al M

edia

Mob

ile A

pps

Com

p w

ebsi

tes

E-m

ail

Blog

s

57%

37%

27%

18%

13%

43%41%

29%

37%18%

The Engagement Center

The Mobile Customer

Turn Context into Data

Customer Profile Management

CHANNELWeb, mobile,

kiosk…

LOCATIONCountry, city,

street, at home or on the road,

language…

BEHAVIORUser activity,

currently viewing…

Omni-channel view on the customer

Turn Data into Useful Insights

Customer Engagement

Right action – Right time – Right person

DATAUser profile,

user context…

INSIGHTe.g. “intention

to buy”

DECISIONSelect hot prospects

ACTIONTrigger instant

call-backs, push notifications…

Person to Person

CUSTOMER ENGAGEMENT

TECHNOLOGY

DATA

PEOPLE

The solution

Contact center agentMobile customer

Real-time feedbackon waiting times etc.

User context,location, interests360° view on caller

Omni-channelapps

THANK YOUluc.cavelier@vocalcom.com