8/3/2019 Consumer Preference eBook FINAL 11-14-11
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Contact CenterConsumer Preference eBook
Solutions for Balancing Business Objectives
Against Customer Demands
Released November 2011
2011 Avaya Inc. All rights reserved.
8/3/2019 Consumer Preference eBook FINAL 11-14-11
2/19
Soutions for Baancing Business Objectives Against Customer Demands
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBook
4
4Manage
performanceImprove
profitabilityProtect
investmentsDeliver superior
experiencesBalance
costsConclusion
To speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Executive
summary
The business of customer experience
Your customers are more autonomous than ever. But technological andeconomic challenges continue to influence how your contact centeraddresses their needs. You need to deliver a positive experience withoutsacrificing profitabilitywhich requires balancing the needs of yourcustomers with the realities of your business.
Avaya has previously outlined what todays consumers think about contact
centers in our chapters from theContact Center Consumer PreferenceStudy. This eBook builds on those insights and elevates that conversationto the strategic level.
In this eBook, well help you connect consumer interaction preferenceswith critical business issues like a shrinking customer base, brand loyalty,business efficiency, agent productivity and profitability. Youll learn to:
Optimize efficiency and performance management
Improve profitability by reducing costs and increasing revenue
Protect your technology investment in an unpredictable economy
Deliver a superior experience across every channel
Balance increasing demands against flattening budgets
We hope this eBook guides your efforts to meet your critical businessobjectives. We look forward to helping you provide differentiated customerexperiences that delight your customersand optimize your strategicinvestments at the same time.
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avaya.netlabs.net/emt/faction/ebookhttp://avaya.netlabs.net/emt/faction/ebookhttp://avaya.netlabs.net/emt/faction/ebookhttp://avaya.netlabs.net/emt/faction/ebookhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
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2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Improve
profitabilityProtect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summary
Manageperformance
Introduction
Agent churn
Measuring for success
4 Optimizing efficiency and performancemanagement
There is untapped potential in your existing contact center staff and infrastructure.To unlock it, you must structure your environment to optimize the efficiency ofyour operation and to proactively manage performance. Thats how you ensureyour customers get what they need the first timeno matter how complexthe issue.
Thats not all. In this challenging economic climate, most businesses look forways to do more with less. Staffing is the most expensive part of the operation, sofinding the ideal match between agent potential and training becomes mandatory.
Finally, you also need to measure inefficiencies in your contact center operationto identify areas of improvement. And you must do it all without sacrificing thecustomer experience.
Business issues in tis capter:
Agent curn:challenge experts while utilizing talents andresources to their fullest
Measuring for success: drive tangible success with keyperformance indicators
1 2 3 NEXT4
The expectation of expertise
of customers actually think they knowmore about the issue than the agent.
of customers have already researchedonline before contacting you.
Read the consumer preferencechapter Preparing for YourMuti-Canne Future4
79%
78%...................................................................
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
4/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Improve
profitabilityProtect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summary
Manageperformance
1 2 3PREV NEXT4
4
Introduction
Agent curn
Measuring for success
4
Agent churn
With an average agent lasting barely six months, and with annualagent turnover as high as 40%, churn has a significant impact onyour bottom line. Not only does it cost an average of $15,000 toreplace an agent, but you must also contend with reduced businessand poor customer satisfaction due to inexperienced agents.
The suite of Avaya Contact Centersolutions can deliver what you needto keep your agents happy and yourcustomers satisfied.
Avaya Home Agent Solutions4
Helps satisfy home agents so theyremain with your company longer.
Avaya Intelligent Call Routing4
Gets your best customers to yourbest agents the first time.
Avaya Aura Experience Portal/Self-Service4
Lets customers help themselvesonline, freeing your experts frommundane tasks.
Avaya Aura Workforce Optimization4
Record the interactions of yourbest agents, estimate call volumesand automate agent scheduling toalign your workforce skills to yourcustomer needs.
Avaya one-X Agent4
Helps meet the needs of agents inthe center or from home.
Avaya can help
Leverage, retain and improveIts critical to create a structure and environment that retainstalented agents.
Offer a variable work environment with custom hours andwork conditions
Challenge high-performing specialists with skills-based routingfor greater job satisfaction
Create opportunities for cross-training, mentoring, and recordingbest practices
Recognize agent value with incentives managed through strongreporting and analytics
Businessissue
Solution
IT Navigator
Case Study4
SEE FOR YOURSELF
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/UC4531.pdfhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/home-agent?view=features-benefitshttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
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2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Improve
profitabilityProtect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summary
Manageperformance
Avaya can help
1 2 3PREV4
Introduction
Agent churn
Measuring for success4
Measuring for success
You cant manage what you cant measure. You need to knowyour exact efficiency and performance metrics to ensure that yourcontact center is supporting your overall business objectives.
Analyze, understand and adjust
Your greatest insights come from real-time and historical customerand agent activity data that you can use to chart your path forward.However, the right solution goes beyond data capture and analysis:it incorporates easy-to-use dashboards and customizable reportsthat help you make more informed decisions to maximize contactcenter efficiency.
Businessissue
Solution
Transform your contact centercapabilities to create more productivecustomer/agent relationships.
Avaya Reporting and Analytics4
Provides insight into customer andagent experiences to help managersmake better-informed decisions.
Avaya Customer ExperienceOptimization4
Helps optimizeself-service applications.
Avaya Aura Workforce Optimization4
Provides a better understanding ofyour customers satisfaction levelsand interactions for coaching, while
managing cumbersome processes.
Avaya IQ4
Gain greater insights with access toreal-time and historical customerand agent activity.
Avaya Aura
Workforce
OptimizationDemo4
Avaya IQ Demo4
SafeAuto Case
Study4
WATCHA Real, Tangible Boost
Were here to help you make animpact. Avaya can help you cutagent training time by up to 30%1,reduce costs by up to 20%1 withimproved workforce scheduling,and handle up to 24% morecustomer calls2.
1IT Navigator Case Study 20102InAAU Conf Survey 2010
NEXT ChAPTER4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/iq.htmhttps://atac.avaya.com/engage/iq.htmhttps://atac.avaya.com/engage/iq.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/wfo.htmhttp://www.avaya.com/usa/resource/assets/brochures/avaya%20iq%20gcc3386-final.pdfhttp://www.avaya.com/usa/resource/assets/brochures/avaya%20iq%20gcc3386-final.pdfhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttp://www.avaya.com/usa/demos/Avaya-IQ/http://www.avaya.com/usa/demos/Avaya-IQ/http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_safeauto.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_safeauto.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_safeauto.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_safeauto.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/cb_safeauto.flvhttp://www.avaya.com/usa/demos/Avaya-IQ/https://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttps://atac.avaya.com/engage/swf/wfo.htmlhttp://www.avaya.com/usa/resource/assets/brochures/avaya%20iq%20gcc3386-final.pdfhttps://atac.avaya.com/engage/wfo.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/iq.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
6/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Protect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performance
Improveprofitability
Introduction
Customer defection
First-contact resolution
Rising costs
4 Profitability begins at the contact center
Its no secret that your customers experiences with your contact center directlycorrelate to your bottom-line results. These experiences influence their impressionsof your brand as much as your advertising, your marketing, and your products orservices themselves.
To deliver excellence and increase revenue streams, structure your contactcenter to align your best agents with your best customers, and map channels of
communications to customer preferences.
Turning your contact center into a profit center is possible. But it requiresmanaging many variables. You need enterprise-wide buy-in, a solid infrastructure,the flexibility to adapt to change, and the tools to create exceptional customerexperiences without overinvesting in each interaction.
Business issues in tis capter:
Customer defection:stop the Facebook Effect before it starts
First-contact resoution: provide immediate satisfaction
Rising costs:boost revenue without driving expenses
1 2 3 4 NEXT4
Rewards and response
of consumers are willing to spend moremoney with a company that provides
good customer service.*
of consumers will buy more fromcompanies that make it easier to dobusiness with them.**
of consumers say theyre likely to telltheir network about a poor customerservice experience.
Read more in the Cost of DoingBusiness as Usua4
70%
83%
90%
*Wall Street Journal, April 25, 2011. pB7 QuotingAmerican Express survey of 1,018 in Feb 2011.
**BTGS The Autonomous Customer,January 2011. P15.
...................................................................
...................................................................
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
7/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Protect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Avaya can help
1 2 3 4 NEXT4PREV4
Customer defection
Cultural shifts and technological advances mean that your customersnow use multiple communications media in their everyday lives. Asa result, they demand fast and successful resolution to every queryover every channel. Whats more, the rise of social media has made iteasier for customers to talk about your business or your serviceandquickly share their opinions with others.
Monitor, isolate and act (route)
You need tools that ensure your customers have positive experiencesevery time, across all channels. By capturing and prioritizingconversations efficiently, and by integrating social media into yourcentral contact strategy, you can revolutionize your contact centercapabilityresulting in a more flexible, more tailored experience,happier customers, and, ultimately, greater customer lifetime value.
Businessissue
Solution
Our solutions focus on contact centerprofitability and online conversationsabout your brand.
Avaya one-X Agent4
Helps contact center agents
maximize productivity regardlessof location.
Empowers them with contextualdata, one-touch access to functions,and integrated communication toolsfor connecting to knowledgeand expertise throughoutthe enterprise.
Avaya Social Media Manager4
Monitors social media channels forpositive and negative conversations
about your brand.
Focuses on meaningful andactionable interaction, reducing theexpense of social monitoring.
Avaya AuraSocia
Media Manager4
WATCH
Introduction
Customer defection
First-contact resolution
Rising costs
4
Social media
90% of consumers will sharetheir experiences across theirnetworks. Make their postsactionable for your business toprotect your brand.
Learn more about social media inTe Facebook Effect4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttps://atac.avaya.com/engage/agentdesktop.htmhttp://www.avaya.com/usa/product/social-media-managerhttp://www.avaya.com/usa/product/social-media-managerhttp://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/demos/social-media-manager/http://avayadnld.netlabs.net/re.cgi?utm_id=facebook_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_FacebookEffect.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=facebook_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_FacebookEffect.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=facebook_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_FacebookEffect.pdfhttp://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/demos/social-media-manager/http://www.avaya.com/usa/product/social-media-managerhttps://atac.avaya.com/engage/agentdesktop.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
8/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Protect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Avaya can help
1 2 3 4 NEXT4PREV4
First-contact resolution
As an enterprise grows, the complexity of customer needsgrows with it. This challenges the contact center to route calls toappropriate agents before the customer grows frustrated. Errors arecostly. Each additional contact drags down your bottom lineandyour customer might not give you a second chance to get it right.
Make quick connectionsThe contact center must understand customer needs as quickly aspossible. Complex issues should be segregated from routine tasks sothat the right agent can be assigned, or so that customers can self-serve to solve simple issues. And its critical to make customer dataavailable to all agents at all times so that they can create personalconnections with customers to deliver the best customer experience.
Businessissue
Solution
Communicate and collaborate withcustomers using self-help, email, andweb chat. Significantly improve firstcontact resolution to eliminateunnecessary callbacks and reduce costs.
Avaya Aura Experience Portal/Self-Service4
Empowers customers to servethemselves with onlineself-service functionality.
Easily integrates into your existingWeb and application investments.
Avaya Intelligent Call Routing4
Gets your best customers to yourbest agents the first time.
Avaya Customer ExperienceOptimization4
Lets you clearly understandwhere opportunities exist todeliver excellent service acrossmultiple channels.
Analyzes your experience to pinpointissues that lead to dissatisfactionand to optimize processes andreduce costs.
Introduction
Customer defection
First-contact resoution
Rising costs
4
Cost of customer interaction
Live phone interactions cost2.5 times more than interactivevoice response (IVR).
Read more in the Cost of Doing
Business as Usua4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttp://www.avaya.com/usa/solution/intelligent-customer-routinghttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttps://atac.avaya.com/engage/sso.htmhttps://atac.avaya.com/engage/sso.htmhttp://www.avaya.com/usa/solution/intelligent-customer-routinghttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
9/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Protect
investmentsDeliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Avaya can help
1 2 3 4PREV4
Rising costs
Businesses need to work harder than ever to meet high customerexpectations. Contact centers must respond with exceptional servicestandards and advanced technologies that personalize customerexperiences while reducing costs at the same time.
Anticipate, automate and accelerate
Leverage your existing infrastructure and applications to streamlinecontact center operations and enable multimedia, context-basedinteractions.
Deliver new communication channels to automate costly routinecalls and processes
Offload the cost of brick and mortar with home agents
Create peak calling schedules and utilize workforce forecasting toreduce headcount during slow periods
Businessissue
Solution
Well help you understand how yourcustomers want to interact with you, andhow you can rapidly implement low-costways to meet their needs.
Avaya Callback Assist4
Provides callers with service optionswhen agents are not immediatelyavailable to take their calls.
Avaya Proactive Outreach Manager4
Outbound campaign managementcreates and delivers automatedvoice, email, or SMS messages,letting users choose betweenself-service or live agents.
Avaya Home Agent Solution4
Offers end-to-end home agentcapabilities and performancesolutions options based on yourspecific business needs.
Introduction
Customer defection
First-contact resolution
Rising costs4
SEE FOR YOURSELF
Prometric Case
Study4
Avaya Caback
Assist Demo4
WATCH
NEXT ChAPTER4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/product/callback-assisthttp://www.avaya.com/usa/product/callback-assisthttp://www.avaya.com/usa/demos/proactive-outreach-manager/http://www.avaya.com/usa/demos/proactive-outreach-manager/http://www.avaya.com/campaigns/usa/Green/index.html?direct_path=4http://www.avaya.com/campaigns/usa/Green/index.html?direct_path=4http://www.avaya.com/campaigns/usa/Green/index.html?direct_path=4http://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www1.avaya.com/campaign/demo/callback/index.htmlhttp://www1.avaya.com/campaign/demo/callback/index.htmlhttp://www1.avaya.com/campaign/demo/callback/index.htmlhttp://www1.avaya.com/campaign/demo/callback/index.htmlhttp://www1.avaya.com/campaign/demo/callback/index.htmlhttp://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www.avaya.com/usa/case-for-avaya/customer-stories/prometric-inchttp://www.avaya.com/campaigns/usa/Green/index.html?direct_path=4http://www.avaya.com/usa/demos/proactive-outreach-manager/http://www.avaya.com/usa/product/callback-assisthttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
10/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Deliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investments
Introduction
Balancing functionality
against flat budgets
Investments in scalability
4 Protect your technology investment
Its always a challenge to deliver greater functionality, efficiency, and bandwidthagainst an already-strained infrastructure. But its even harder in an environment inwhich budgets are flat.
You cant afford to rip and replace the investments youve already made, butyou need to modernize the functionality of your contact center to meet yourcustomers increasing expectations. At the same time, you must keep in mind that
new technology always creates new complexity.
As you evolve your infrastructure, your maintenance strategy must also evolve toensure the continuity of the services your contact center relies on every day. Thismeans dedicating strong support services to your communications systems andequipping them with diagnostic tools that extend from your legacy infrastructureto any new investments you may make.
Business issues in tis capter:
Baancing functionaity against fat budgets:doing more with less
Investments in scaabiity:growing and advancing, without forklifting
1 2 3 NEXT4
of consumers do not get what theyneed from contact center interactionsthe first time.
Understand the potential payoff withTe Business Vaue in Baancing Ca
Center Efficiency wit Customer
Satisfaction4
of consumers will considerdefecting after only 23 attempts.
Read more in the Cost of DoingBusiness as Usua4
26%
36%
Low tolerance for dissatisfaction
...................................................................
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=cob_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_CostofBusiness.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/usa/resource/assets/premiumcontent/2011balancingcallcenterefficiencycustomerexperience.pdfhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
11/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Deliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investments
Avaya can help
1 2 3PREV4
NEXT4
Balancing functionality against flat budgets
Doing more with less goes beyond upgrading software andhardware: it means adapting new forms of communicationthat influence how customer service is delivered. Developinga technology investment plan that delivers against corporateobjectives will give your organization strategic advantage(and get you the funding you need).
Move faster, move leaner
Deliver strong ROI with minimal investment by building on theinfrastructure youve already got.
Deliver greater operational efficiency with analytics to driveimproved processes
Optimize the customer experience across all channels
Drive greater profitability by eliminating costly agent-assistedand outbound calls
Businessissue
Solution
Dont default to forklifting theinvestment youve already madeinstead, let us help you drive strong ROIand efficiency across your business.
Avaya Self-Funded Roadmap4
Communications optimization toolshows how and where to invest infuture technology for maximumbusiness value.
Avaya Contact Center Benchmarking4
Avaya Analysts help optimizeyour contact center to cut costsand support customers across all
channels. Read more4
Avaya Customer Experience
Optimization Solutions4
Provides strong analytics,self-service optimization, and abetter understanding of callerbehaviors to help you deliver morefor your business.
Avaya Client Services4
Free your IT staff to focus on high-value projects and cut costs byoutsourcing support and responseto Avayas team of experts.
Introduction
Baancing functionaity
against fat budgets
Investments in scalability
4
WATCH
Avayas Ca
Management System.4
Trust an expert
Learn why Avaya has receivedindustry recognition for itssupport services.
Read more in Avaya GobaSupport Services Recognized by
Key Industry Organizations4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/service/self-funded-roadmaphttp://www.avaya.com/usa/service/self-funded-roadmaphttp://www.avaya.com/usa/service/self-funded-roadmaphttp://www.avaya.com/usa/services/category--professional-serviceshttp://www.avaya.com/usa/services/category--professional-serviceshttp://www.avaya.com/usa/resource/assets/whitepapers/Benchmarking%20in%20the%20Contact%20Center.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Benchmarking%20in%20the%20Contact%20Center.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Avaya_Self-Service_Optimization-SVC4607%20FINAL2.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Avaya_Self-Service_Optimization-SVC4607%20FINAL2.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Avaya_Self-Service_Optimization-SVC4607%20FINAL2.pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www1.avaya.com/campaign/demo/cms/index.htmlhttp://www1.avaya.com/campaign/demo/cms/index.htmlhttp://www1.avaya.com/campaign/demo/cms/index.htmlhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www1.avaya.com/campaign/demo/cms/index.htmlhttp://www1.avaya.com/campaign/demo/cms/index.htmlhttp://www.avaya.com/usa/resource/assets/factsheet/tsia%20and%20jdpower%20fact%20sheet%20oct%2027%202010%20svc4443%20(5).pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Avaya_Self-Service_Optimization-SVC4607%20FINAL2.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Avaya_Self-Service_Optimization-SVC4607%20FINAL2.pdfhttp://www.avaya.com/usa/resource/assets/whitepapers/Benchmarking%20in%20the%20Contact%20Center.pdfhttp://www.avaya.com/usa/services/category--professional-serviceshttp://www.avaya.com/usa/service/self-funded-roadmaphttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
12/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Deliver superior
experiencesBalance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investments
Avaya can help
1 2 3PREV4
Investments in scalability
Disparate multi-vendor systems make it extremely challenging todeliver operational flexibility and scalability. In this environment,decisions are based on technologyinstead of business needs.
Embrace agility
Use a flexible architecture that integrates with enterprise applications
to enable simpler, more cost-effective, and more scalable modelsfor application, context, and multimedia integration. SIP architecturemaximizes the performance of your existing resources to boostpotential and consolidate IT infrastructure.
Businessissue
Solution
Introduction
Balancing functionality
against flat budgets
Investments in scaabiity4
SIP-based architecture easilyintegrates with a multi-vendor contactcenter environment.
Avaya Distributed IP Contact Center4
Optimize agent usage across
locations while consolidatingservers. Reduce maintenance costsby up to 15%, reduce applicationacquisition costs by up to 35%, andgain up to 8% in efficiencies withresource pooling.
Avaya SIP Trunking4
Empowers your agents with betteraccess to existing services that youcan deploy just in time.
This scalable platform allows youto consolidate trunks and reduceadministrative costs.
Avaya Contact Center Control
Manager4
Simplify and reduce administrationby delegating specific tasks to non-technical users, and by managingboth Avaya Aura Contact Centerand Elite from a single interface.
Avaya Contact Center
Contro Manager
Demo4
Avaya Aura Contact
Center Session
Manager Video4
WATCH SEE FOR YOURSELF
Venteo Case Study4
NEXT ChAPTER4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/consolidation.htmhttps://atac.avaya.com/engage/consolidation.htmhttps://atac.avaya.com/engage/consolidation.htmhttps://atac.avaya.com/engage/siptrunking.htmhttps://atac.avaya.com/engage/siptrunking.htmhttps://atac.avaya.com/engage/siptrunking.htmhttp://www.avaya.com/uk/resource/assets/brochures/Avaya%20CC%20Control%20Manager_GCC5270%20%283%29.pdfhttp://www.avaya.com/uk/resource/assets/brochures/Avaya%20CC%20Control%20Manager_GCC5270%20%283%29.pdfhttp://www.avaya.com/uk/resource/assets/brochures/Avaya%20CC%20Control%20Manager_GCC5270%20%283%29.pdfhttp://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/case-for-avaya/customer-stories/ventelohttp://www.avaya.com/usa/case-for-avaya/customer-stories/ventelohttp://www.avaya.com/usa/case-for-avaya/customer-stories/ventelohttp://www.avaya.com/usa/case-for-avaya/customer-stories/ventelohttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/master-usa/en-us/resource/assets/videos/aurasessionmanager.flvhttp://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/usa/demos/contact-center-control-manager/http://www.avaya.com/uk/resource/assets/brochures/Avaya%20CC%20Control%20Manager_GCC5270%20%283%29.pdfhttp://www.avaya.com/uk/resource/assets/brochures/Avaya%20CC%20Control%20Manager_GCC5270%20%283%29.pdfhttps://atac.avaya.com/engage/siptrunking.htmhttps://atac.avaya.com/engage/consolidation.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
13/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Balance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiences
Introduction
Expectations of
personal service
Inadequate
contact methods
4 A superior experience across every channel
Every change in communications media presents you with a balancing act. How doyou continue to meet your customers rising expectations for personalized servicewhen their expectations change so rapidly? And how do you ensure that everychannel feeds into identically-elevated customer experiences?
Business issues in tis capter:
Expectations of persona service:meeting cascading customer demands Inadequate contact metods:changing as quickly as technology does
1 2 3 NEXT4
Changing the (contact) channels
of consumers say that theycontinually change how they contactan organization.
of consumers say that loyalty tocompanies is a thing of the past.
Read more about Preparing forYour Muti-Canne Future4
60%
43%...................................................................
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
14/19 2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Balance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiences
Avaya can helpIntroduction
Expectations of
personal service
Inadequate
contact methods
4
1 2 3PREV4
NEXT4
Expectations of personal service
Never in your history have customers held so much power to controlthe conversation about your brand. You have no choice but todeliver. As their expectations change, it s critical to find new ways toprovide seamless service.
Elevate everything
Every interaction with your customer needs to achieve the highestpossible standards. That means processes need to be airtight, everychannel must lead to the right solution, and a constant regimenof analysis and optimization should be in place and prioritizedappropriately. Most importantly, your agents need a complete viewof the customer during their interaction.
Businessissue
Solution
Transform your customer servicecapabilities to create a next-generationmultimedia experience.
Avaya Aura Contact Center 6.24
Enables end-to-end management of
customer queriesAdvances your contact center from
single, disjointed interactions tomore responsive, context-basedcustomer/agent sessions.
Provides multimedia channelsthat meet customer preferencesfor faster, easier issue resolution,including email, phone, SMS, socialmedia, IM, and click-to-chat.SEE FOR YOURSELF
EDS Case Study4
WATCH
Buiding Next-
Generation CustomerService Deivery4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/resource/assets/factsheet/avaya_aura_contact_center-gcc4745.pdfhttp://www.avaya.com/usa/resource/assets/factsheet/avaya_aura_contact_center-gcc4745.pdfhttp://www.avaya.com/usa/resource/assets/factsheet/avaya_aura_contact_center-gcc4745.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/eds_casestudy_final.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/eds_casestudy_final.pdfhttp://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/campaign/contact-center-experience-management-series/http://www.avaya.com/usa/resource/assets/casestudies/eds_casestudy_final.pdfhttp://www.avaya.com/usa/resource/assets/factsheet/avaya_aura_contact_center-gcc4745.pdfhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
15/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Balance
costsConclusion
Executive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiences
Avaya can helpIntroduction
Expectations of
personal service
Inadequate
contact methods
4
Inadequate contact methods
Your customers want immediate answers. And they want themto come through whichever channel they choose. Which meansyour contact center must be equally robust across every channel,including online chat, video, and even SMS. Most importantly, yourcontact center must deliver the same quality of service regardless ofcommunication method.
Remain a step ahead
Understand how customers want to interact with you and give themthe choices they expect. Be proactive about emerging channels.Measure usage and expand or shift as customer preferences change.Dont hesitate to steer customers to the most appropriate channelfor each task.
Businessissue
Solution
Our solutions let you rapidly build, test,and scale new channels.
Avaya Aura Experience Portal4
Offers the latest contact methods,including voice, email, SMS andvideo self-service.
Handles simple customer requestsquickly, without bogging down yourcontact center agents.
Voice solution offers managementand reporting features that helpreduce costs and simplify operations.
1 2 3PREV4
SEE FOR YOURSELF
hOT TeecomCase Study4
WATCH
Game CangerWebinar: Te Impact of
Rea-Time Information4
NEXT ChAPTER4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttps://event.on24.com/interface/registration/autoreg/index.html?eventid=313527&sessionid=1&key=7BD3D3679D787C58E2E24F2FF3FD419Fhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttp://www.avaya.com/usa/resource/assets/casestudies/Avaya_HOT%20Telcom%20Case%20Study_GCC5274.pdfhttps://atac.avaya.com/engage/xpss.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
16/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4
ConclusionExecutive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiencesBalance
costs
Introduction
No funding for the
current IT strategy
Integration across
all channels
4 Increasing demands vs. flat-lining budgets
Youre facing two very disquieting trends. On the one hand, the enterprisedemands greater functionality, efficiency, and bandwidth from an already-strainedinfrastructure. So you need to bring in new technology and adapt to new forms ofcommunication to better serve your customers.
On the other hand, your budget is flat. Youre being asked to do more with less.
In other words, there are now two constants in business: everything changesexceptfor your budget. And this is the singular challenge of our era. The goodnews is that there are strategies for delivering contact center ROI and valuewithout breaking the IT budget.
Business issues in tis capter:
No funding for te current IT strategy:meeting budget pressures
Integration across a cannes:marrying front-ends with back-ends
1 2 3 NEXT4
of your customers will contact you againif they dont get their issue resolvedthe first time.* Investing in technologyfocused on the customer experience willreduce costs and deliver strong ROI.
70%
Efficiency = savings
*Callcenters.net 2011 Contact Center ConsumerIndex Report
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
17/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4
ConclusionExecutive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiencesBalance
costs
Avaya can helpIntroduction
No funding for te
current IT strategy
Integration across
all channels
4
1 2 3PREV4
NEXT4
No funding for the current IT strategy
Your painstakingly crafted IT strategy relied on a certain budget.And while those projections are likely a distant memory, yourmaintenance and support demands are still trending upward. Itsyour job to figure out how to keep pace.
Slim down and prove value
Integrate and streamline your systems to find efficiencies and reduceredundancies. At the same time,prove how you can do more withmore. Build a business case that demonstrates how investments inthe contact center rapidly pay off.
Businessissue
Solutio
n
Let our experts assist youin creating efficiencies and
justifying investments.
Avaya Professional Services4
We help you develop a technology
investment plan that deliversagainst corporate objectives andgives your enterprise a strategicadvantage. Well assist you inpreparing a business case thatdemonstrates the revenue and ROIyour purchases and IT projects candeliver to the organization.
Contact Center Design and
Integration4
We can help you integrate systems
and streamline operations to deliversuperior customer experiences atreduced costs. We assist indeveloping detailed contact centerdesigns that optimize your currentcommunications architecture usingexisting systems and applications.
SEE FOR YOURSELF
Bue Cross and Bue
Sied of Kansas City
Case Study4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/usa/service/contact-center-design-and-integrationhttp://www.avaya.com/usa/service/contact-center-design-and-integrationhttp://www.avaya.com/usa/service/contact-center-design-and-integrationhttp://www.avaya.com/usa/service/contact-center-design-and-integration?view=productshttp://www.avaya.com/usa/service/contact-center-design-and-integration?view=productshttp://www.avaya.com/usa/service/contact-center-design-and-integration?view=productshttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/case-for-avaya/customer-stories/blue-cross-and-blue-shield-of-kansas-cityhttp://www.avaya.com/usa/service/contact-center-design-and-integration?view=productshttp://www.avaya.com/usa/service/contact-center-design-and-integration?view=productshttp://www.avaya.com/usa/service/contact-center-design-and-integrationhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
18/19
2011 Avaya Inc. All rights reserved.
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forimmediate assistance.
Cat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4
ConclusionExecutive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiencesBalance
costs
Avaya can helpIntroduction
No funding for the
current IT strategy
Integration across
a cannes
4
Integration across all channels
Does historical contact information follow customers as they movethrough your contact center? If not, then your customers have toexplain their issues (including basic account information) over andover again. And while this is frustrating, theres a bigger issue: its ahugely inefficient use of agent time.
Focus on standardsThis isnt as technologically challenging as you may think. When yourweb services are standards-based, integration between the contactcenter and back office applications is much simpler. This allows youto easily share information, which reduces your cost-per-resolutionand increases the capacity of your existing agents to solve problems.
Businessissue
Solution
Our solutions can help you gain contextpreservation to enhance overall contactcenter efficiency.
Avaya Aura Contact Center (AACC)4
Allows historical data and social
attributes to follow the customerthroughout your contact center.
Gives agents, experts, andsupervisors access to informationthat allows them to routeassignments and fine-tune the matchbetween incoming interactions andavailable agents.
Lets agents better anticipateuser needs, which leads to fastercall resolution.
1 2 3PREV4
WATCH
Avaya Aura Contact
Center Demo4
Integrate excellent service
83% of consumers say theydbuy more from a company if theymade it easier to do businesswith them.
Read more about Preparing for
Your Muti-Canne Future4
CONClUSION4
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttps://atac.avaya.com/engage/corecc.htmhttps://atac.avaya.com/engage/corecc.htmhttps://atac.avaya.com/engage/corecc.htmhttps://atac.avaya.com/engage/corecc.htmhttps://atac.avaya.com/engage/corecc.htmhttp://www.avaya.com/usa/demos/contact-center/http://www.avaya.com/usa/demos/contact-center/http://www.avaya.com/usa/demos/contact-center/http://www.avaya.com/usa/demos/contact-center/http://www.avaya.com/usa/demos/contact-center/http://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://avayadnld.netlabs.net/re.cgi?utm_id=mm_b2011&url=http://avaya.netlabs.net%2Femt%2Freg4events%2FConsumerPreferenceStudy%2Fpdf%2FCCChapter_MultiChannel.pdfhttp://www.avaya.com/usa/demos/contact-center/http://www.avaya.com/usa/demos/contact-center/https://atac.avaya.com/engage/corecc.htmhttp://www.avaya.com/Chat/clickToChat.php8/3/2019 Consumer Preference eBook FINAL 11-14-11
19/19
2011 Avaya Inc All rights reserved
2012 Contact Center Consumer Preference eBookTo speak with an Avaya Contact Centerspecialist, call 855-227-2244 now forCat Now4
Soutions for Baancing Business Objectives Against Customer Demands
4
4Executive
summaryManage
performanceImprove
profitability
Protect
investmentsDeliver superior
experiencesBalance
costsConclusion
Your contact center can be a profit center.
You can deliver superior customer experiences across multiplechannels while saving money and actually driving more businessfrom existing customers.
And we can help.
Contact Avaya Professional Services to learn how end-to-end solutions
and application enhancements from the Avaya Aura Contact CenterSuite can bring your contact center strategy in line with your customerspreferences. This ultimately delivers greater revenue, brand equity andvalue to your business.
Our consultants can help you see the big picture and develop a roadmapfor getting there.
Call 855-227-2244 or click here today.
http://www.avaya.com/Chat/clickToChat.phphttp://www.avaya.com/Chat/clickToChat.phphttp://avaya.com/usa/solutions/portfolio--contact-centershttp://www.avaya.com/usa/portfolios/contact-centers/http://www.avaya.com/usa/portfolios/contact-centers/http://avaya.com/usa/solutions/portfolio--contact-centershttp://www.avaya.com/Chat/clickToChat.phpTop Related