Unified Service Desk for Contact Centers
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Transcript of Unified Service Desk for Contact Centers
© 2015 Avanade Inc. All Rights Reserved.
1
Unified Service Desk for Contact Centers
Introduction to USD
Lieke LuciusAndy Oosterhoff
Nikola Cace
© 2015 Avanade Inc. All Rights Reserved.
2
Contact center challenges
© 2015 Avanade Inc. All Rights Reserved.
o Doing more with less resources
o High attrition & Training requirements
o Service as cost center
Contact center challenges
3
© 2015 Avanade Inc. All Rights Reserved.
o First Time Right (FTR)
o Decrease average handling time (AHT)
o Provide relevant information at the right time
o Decrease agent training time
o Decrease average after call work (ACW)
Contact center challenges
4
Increase customer satisfaction
© 2015 Avanade Inc. All Rights Reserved.
o Multi-tasking environment
o Provide omnichannel support
o A lot of disparate information sources
Contact center challenges
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Omnichannel BusinessConnected Insights and
Differentiated Experiences
© 2015 Avanade Inc. All Rights Reserved.
o Multiple line of business applications
o Context switching between customers
o Compliance with complex processes
Contact center challenges
@
Customer
Interaction
Channels
© 2015 Avanade Inc. All Rights Reserved.
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Features of USD
© 2015 Avanade Inc. All Rights Reserved.
What are the features of USD?
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• Digital
Session Management
o Ability to handle and switch multiple customer sessions, preserve contextual information, including telephone, email and chat
Time to value
o Significant reductions in development efforts for call center applications
o Advanced features to integrate external “Screens” with standard adapters for Citrix, Silverlight,
WebApps, Windows and Java apps
Centralized Management
o Possibility to centrally manage, configure, authorize functionalities and rules (efficient
administrations, speed)
o Single unified interface for accessing all the tasks and applications required to fulfill customer interaction / CRM processes, based on existing technology and infrastructure.
o Extensive UX possibilities, including role-based differentiation on user and user groups
Integrated Agent Desktop
Centralized Management
Integrated Agent Desktop
Session Management
© 2015 Avanade Inc. All Rights Reserved.
What can we achieve with USD?
An integrated interaction management platform is required to create a single view of the
customer and drive digital service.
Have one view of the customer, across-product
Provide a consistent customer experience, across channels
and along the customer journey
Make customer interactions personal and relevant
Provide low-effort customer interactions, both for
customer and agent
© 2015 Avanade Inc. All Rights Reserved.
What can we achieve with USD?
Benefits for organizations
360 View of customer in One click
Successfully consolidated data for customers
Provide enhanced UX to customer during face to face session
Building customer view ushering Survey approach (answering predefined questions lead to building customer overview
Better user experience with possibilities for extensive customization based on user needs
Process guidance (sales & delivery)
Users from separate departments
Agent performance KPI’s
Improved reporting and better overview for business owners
Easy manageable configuration and business extensible functionality during customer session
Inbound & outbound email, postal mail, telephony
Inbound & outbound marketing
Multichannel contact center
Multiple integrated applications (Web based & Java based thick client applications)
Improved stability and better performance
Case management
Multi Entity – Multi Field search
Central entry point where multiple existing thin client based solutions can meet to enhance user vs customer experience
Multichannel integration regarding case handling
Extensive possibilities for future improvements
App launcher consisting of apps with auto login, auto navigation, auto prefill of customer context details