Emerging Strategies in Contact Center Success

1
Emerging Strategies in Contact Center Success

• Onyx Software, Avaya, SimpliCTI

2
Agenda

• Introductions
• Onyx
• Avaya
• SimpliCTI
• Contact Center Challanges
• Age Old Strategies
• Reducing Costs
• Increasing Customer Satisfaction
• Optimizing Customer Value
• Emerging Strategies
• Virtual Contact Center
• Multi-Channel Delivery
• Differentiating the Customer Experience
• The Technologies to Help You Today

3
Onyx A Decade of CRM Success

• What gets us excited?
• Focus on customer satisfaction, faster, more cost
  effective CRM with broader deployment, and
  technology leadership
• Were the CRM company people love to do business
  with
• 91 of customers would purchase Onyx again vs.
  50 for Siebel and 68 for all other CRM vendors1
• Global operations with 1,000 customers spanning
  50 industries

"So far, I've found that, for a 120- to 250-user
installation, which is a typical midsized
business project, Siebel costs 16,000 to 25,000
per user for hardware, software and services. In
comparison, Onyx is about 4,300 per user.2
1 - Peerstone Research, January 2003 2 Wendy
Close, Gartner, as quoted in SearchCRM, June 4,
2003
4

Onyx Contact Center Clients
5
What Do We Do?

• Contact Centers
• Call Centers and Multimedia Contact Centers,
  optimizing customer satisfaction, loyalty, and
  profitability

1 globally 1 in global proactivecontact
dialers
Compilation of regional reports from
independent industry analysts Frost
Sullivan Most recent results through Calendar Q303
6
SimpliCTISimpliCTI makes complex interaction
management systems work

• Founded in 1996
• A leading systems integration firm specializing
  in multi-channel CRM solutions
• Premier Member of Avayas Systems Integration
  Implementation Member ("SIIM") Program
• Creator of the Onyx/Avaya Adapter

7
Working Together In the Contact Center
Avaya Routing Channels
SimpliCTI
Customer
Onyx Business Process
Agent
Voice

• Case management
• Customer history
• Intelligent call scripting
• Workflow
• Cross-sell / Up-sell
• Access information with 3 screens 2 clicks
• Improved data collection
• Knowledgebase
• Simplified staff training
• Escalation
• Email management
• Customer surveys
• Inbound and outbound
• Batch updates

Outbound Dialer
Adapters, Services, Know How
IR
E-mail
Web
Fax
High value, most expensive channel
Low value, cost effective channel
8
Contact Center Challenges
Customer Expectations
9
Age Old Issues Tried and True Strategies

• Improve Customer Satisfaction

Improve Operating Margins
Drive Incremental Revenue
10
Agenda

• Introductions
• Onyx
• Avaya
• SimpliCTI
• Contact Center Challanges
• Age Old Strategies
• Reducing Costs
• Increasing Customer Satisfaction
• Optimizing Customer Value
• Emerging Strategies
• Virtual Contact Center
• Multi-Channel Delivery
• Differentiating the Customer Experience
• The Technologies to Help You Today

11
Avaya/Onyx/Simplicti Benefits
Objectives
Technology Enabler

• Onyx Process Scripting
• Intelligent Call Scripting
• Optimized Workflow
• Streamlined Navigation
• Avaya Business Advocate for Interaction Center
• Allows for the creation of service levels and
  routes customers to the most skilled agent
• Avaya Service Level maximizer

• Streamline call handling and service inquiries
  while maintaining consistent service levels

SimpliCTI Adapters, Services, Know How

• Offload Calls to Alternate Channels

• Onyx Customer Portal (on-line web self service)
• Onyx E-mail Management
• Avaya Interactive Response (Avaya IR) self
  service software platform for voice and speech
  applications

• Onyx Master Customer Record
• Onyx Customer History
• Onyx Audit Trail

• Recall and reference all previous interactions
  Consistent level of experience

12
Avaya/Onyx/Simplicti Benefits
Objective
Technology Enabler

• Screen Pops through Avaya Interaction Center
• Onyx Process Scripting
• Onyx Email Templates

• Notify agents of cross-sell / up-sell
  opportunities

• Onyx Master Customer Record
• Onyx Customer History / Audit Trail
• Business Advocate for IC customers connect to
  right agent
• Interaction Center screen pop with Onyx enables
  agent communication with customer

• Make it easy for customer to do business with you

SimpliCTI Adapters, Services, Know How

• Onyx Segmentation Tools
• Onyx Alerts
• Business Advocate for IC
• Avaya Proactive Contact Solutions
• Avaya Interactive Response
• Avayas Call Center Software
• Service Level maximizer

• Differentiate Customer Treatment

13
Avaya/Onyx/Simplicti Benefits
Objective
Technology Enabler

• Increase First Call Resolution Rates

• Business Advocate for Interaction Center (Route
  customer to best agent)
• Interaction Center screen pops for Onyx
• Avayas Call Center Software
• Service Level maximizer
• Onyx Integration Framework (Provide fast access
  to information)
• Onyx Knowledgebase

SimpliCTI Adapters, Services, Know How

• CSR Retention
• Fast Ramp Time for New CSRs

• Business Advocate for IC
• Intelligence allows for call to go to least
  occupied agent
• Avaya IP Agent (Remote Agent)
• Avaya Agent Effectiveness applications

14
Centers Are Evolving
Emerging
Historic

• Revenue Focus
• Service Orientation
• Knowledge Worker
• Career Path
• Empowered Agents
• Personalized handling
• Targeted Campaigns
• Also, Decentralized and Remote Centers
• Multi-Media Channels
• Contact Center

• Cost Center
• Volume Orientation
• Entry Level Personnel
• High Turnover
• Rules Orientated
• Uniform handling
• Generic Campaigns
• Large, Centralized Centers
• Voice Only
• Call Center

15
Emerging Strategies

• Virtual Contact Center
• Multi Channel
• Differentiate Customer Treatment

16
Virtual Contact Center Deliver calls and the
right information to agents at any location

• CHALLENGES
• Tech support
• Agent supervision
• Agent training
• Technology

• BENEFITS
• Lower operating costs
• Lower telecommunications costs
• Improved productivity
• Better agent retention
• Employer flexibility

17
Virtual Contact Center
Customer
Customer Contact Processing
Information Technologies
Dialer
Onyx CRM
Web
E-mail
phone
Fax
CTI/Multimedia
ACD ERMS Web Servers
Legacy Systems
IR/ Speech Rec
Customer Data Repository
Agent Desktop
Branch Contact Center
Home Office Contact Center
Centralized Contact Center
18
Virtual Contact Center

• Air Transportation Reservation Center
• IP enabled virtual contact center
• Majority of reservations agents are home based
• Agents use their PCs as IP soft phones
• Agents have access to the full range of telephone
  functions
• Over 100 virtual agents

19
Agenda

• Introductions
• Onyx
• Avaya
• SimpliCTI
• Contact Center Challanges
• Age Old Strategies
• Reducing Costs
• Increasing Customer Satisfaction
• Optimizing Customer Value
• Emerging Strategies
• Virtual Contact Center
• Multi-Channel Delivery
• Differentiating the Customer Experience
• The Technologies to Help You Today

20
Integrated Delivery Channels

• BENEFITS
• Facilitate extended hours of service
• Reduce Cost
• Offer Flexibility

• CHALLENGES
• Associating email with customer record
• Queuing gets more complex
• Agent skill set for voice is different to written
  response skill set
• Managing Expectations response time, quality,
  consistency
• History of all touch points

Source Yankee Group, 2003
21
Integrated Delivery Channels
Interaction Center
Avaya Adapter
Performance Management
Reporting
Analytics
Quality Monitoring
22
Differentiate Customer Treatment
23
Customer Example

• ROI Achieved
• Case Volume 45 increase
• Overall Satisfaction 17.9 increase
• Backlog 39.8 decrease
• Cases out of SLA 90 decrease
• Engineer throughput 29.0 increase
• Average time to resolve cases 35 decrease
• We are handling 45 more cases today than when
  I started a year ago without significantly
  increasing our staff.  I firmly believe that this
  could not have been achieved with the older
  system.  In addition, the system gives us a
  platform to expand our eServices and work toward
  driving case volume down in the second half of
  2004
• Brad Nelson, CIO, Netegrity

24
DEMONSTRATION
25
Onyx/Avaya/SimpliCTI at work Example

• Customer-initiated service request, with response
  via email and
• call back.
• Illustrations
• Incorporating multiple channels (web, email,
  phone follow up)
• Balancing efficiency with customer experience and
  value optimization
• Workflow
• Customer hits web, beginning new service request
• Response/confirmation of service request via
  email
• Follow up satisfaction call and cross-selling
  opportunity

26
OCP service incident
27
(No Transcript)
28
OEP Service Request Detail
29
(No Transcript)
30
OEP E-Mail
31
Script 1 of 5
32
Script 2 of 5
33
Script 3 of 5
34
Script 4 of 5
35
Script 5 of 5
36
Why Avaya, Onyx and SimpliCTI?

• Low risk deployments using certified integrations
  with easy to obtain and prove ROI and low TCO
• Standards based integration architecture to
  enforce TCO benefits
• Reference customers
• Depth of integration capabilities
• Support for information sharing and established
  communication transports/protocols

37
Who to Contact

• Onyx Software Business Development
• Mark Longton, Director of Business Development
• [phone] / MarkLo_at_onyx.com
• SimpliCTI - Connector Sales and Support
• Debbie Jones, Director Business Development
• 770-458-1819 / djones_at_simplicti.com
• Avaya DevConnect questions
• Jennifer Guzman, Avaya DevConnect Business
  Development Manager
• 425-558-8259 / jennig_at_avaya.com
• Rob Booher, Avaya CRM Product Manager
• rbooher_at_avaya.com

38
Questions?