CaféX Live Assist and Kickstart banking and insurance case studies 2016

Transforming Digital Engagement

September 2016

We make Together Happen. Our software makes it simple for companies to transform online customer

engagement and workforce collaboration.

Amex video chat in tablet

appEsurance

video claims appraisal

Nationwide Nowremote mortgage

advisor

Mobile & Web are the New Face of Business

Desk.comlive video & co-

browse

Over 90% of users would replace customer channels with a mobile app

Endpoints are changingSoftware-based desktop video conferencing to more than double by 2017

Sources: Gartner, ClickFox, Frost & Sullivan

Disconnected journey App context is not correlatedUsers must repeat detailsNo visibility within CC, CRM & IVR

High friction experience App users must switch channelsInstall pluginsDownload software clients

When App Users Need Help from a Live PersonPROBLEM

Office

Contact Center

MobileHome

Customer

Seamless & Pervasive Experiences No Matter which browser, device or app

Customer / Employee

Enabling the Omnichannel Experience

In the car

We enhance digital experiences with contextual real-time collaboration.

WebRTC SDKs for Mobile &

Supervisor Assist

Live Assist® & Kickstart

Chime for Pervasive Collaboration

Use CasesOnline Banking & Wealth Management• Cross-sell/up-sell new accounts, onboarding• On-line banking, bill pay set-up, loan servicing• “White glove” service for high net worth clienteleInsurance/Healthcare• Plan research and comparison• Application processing• Coverage verification• Claims processingRetail• Catalog sales• Up-selling/cross-selling• Return authorization

Source: Strategic Contact

Case Studies - Overview

Digital is the primary access channel for most banking customers and starting point for journeys that cross channels

4 out of 5 of digital customers need support during key journeys and expect quick access to help

Source: Forrester

Source: Mobile Banking & Payments Summit, 2015

Banking with IVR BypassCustomer presses click-for-care button inside

app or web page

Call is routed to specific agent in call center based

on customer context. Customer is presented with

estimated wait time.

Account information, web page and other context info are

delivered/ “screen popped” to Financial Advisor along with

video call

Use Case

• Seamless omnichannel experience

• Upsell Opportunity• Higher conversion rate• Foster relationship

Impact

Enabling a Genesys Contact Center with Visual (silent) IVR and C2C collaboration

Case Study: Click-for-Care allows customers to seamlessly transition from self-service within mobile app to service with phone banker

TechnologyExperience Design

Data & Business Processes

Execution

• 50% of calls are from mobile phone

• Customers authenticate 2-4 times during transition from self service to live help

• Removes big pain points for customers and team members

• Seamless omnichannel experience

• Authentication status passed to agent’s desktop

• Eliminates need for customers to answer “Out of Wallet” questions for transactions

Omnichannel Collaboration like Click for Care is associated with improved customer engagement compared to traditional calling

METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone Agent.

Case Study: 2nd Largest US Insurer

ChallengeOptimize the insurance claim and repair process for clients involved in automobile accidents

Use Case

Insurance Case Study: Connected Claims

BenefitClients get cars back 1 week or 25% faster from body shop Body shop connects

to loss adjuster in real-time with mobile

As repairer does walk-around, adjuster

captures full resolution digital images remotely

Repairer & adjuster collaborate to

discuss sourcing & finalize settlement

Connected Claims Benefits

Process

K SAVE

DFASTER REPAIR Customers get cars

back1 week or 25% sooner

HIGHER RTFReferral scores up for

customers & body shops

Productivity

MORE EFFICIENT

Higher throughput for body shops &

adjustors

LESS COST & FRAUD

Insurer saves on rental car costs, lower fraud risk

Case Study: JurisLink Legal Services

Case Study: Attorneys connecting with their clients

“It saved me 5 hours of driving and the travel of the interpreter.”

Kiosk for Inmate

Attorney Conference

Easier to use – no plugins, simple camera setup, web or mobileIncreased case efficiencyImproved safety

ChallengeSimplify & improve access between attorney & inmate.

Benefit$60K/month travel & expenses savings per attorney.

Use Case

Additional Case Studies

High Net worth Clients

Enable 3K Financial Advisors & 10K High Net Worth Clients with video collaboration from within bank’s iOS app - no plugins or soft-clients

Use Case

• Improve productivity • Speed issue resolution• Foster better partnerships

Impact

Client can initiate a chat through presence indicator of FA and

launch a video call or join other video calls

from within the banking app

Collaborate with other expert peers (n-way video); app-share &

co-browse

FA’s or experts can leverage existing video

devices (no rip and replace)

Financial Card Services

Card member initiates voice or

video call from app

Call is routed based on caller status/profile,

product to agent/concierge

Account info, online activity “screen popped” to agent / concierge with video call

Enabling initial 45K platinum members with video collaboration with CC Agents via tablet App or web portal

Use Case

• Reinforce value of the card• Higher CSAT - 4 pts increase in

NPS• Higher conversion rate + upsell• Stronger client-advisor

relationships• Agents get more human, personal

experience

Impact

Video Contact Center

Customer clicks on link to start video support session

Call is routed to contact center with video queuing and video IVR. Customer

navigates and is routed to video agent.

Agent supports customer to resolve support request.

Use Case

Enable • Add visual IVR into web access• Video customer engagement• Utilize current CC infrastructure• Video queuing for upsell

opportunities

Impact

Enable the current Bank contact center with video capabilities utilizing bank’s video endpoints and existing CC

Major Canadian Bank

Health Insurance with CallbackSubscriber requests

immediate or scheduled callback from Insurer web

portal or mobile app.

A callback is made from an agent catering to the

subscriber’s specific needs (claims, coverage,

formulary, etc.)

Account information, web page and other context info

are delivered/ “screen popped” to the call center

agent.

Use Case

• Improves subscriber experience through lower wait times.

• Increases agent productivity by providing subscriber identity and call context info.

Impact

Enabling contact center with callback initiated from a web portal or mobile app.

Major US Health Insurance Provider

Video Enhanced Quoting Process

Prospective client has provided Agent

with information needed for an

insurance quote

Accelerate Time To Revenue & Improve Client Satisfaction

Agent sends prospect link for

“click to connect” to

virtual meeting to review the

quote proposal

Agent & client engage via video, co-

browse, file share &

annotation

Agent assists customer with e-

signature process. Enhance personal

connection as “trusted advisor”

Agent goes through quote proposal with prospect to

point out value propositions

Large US Insurer

Thank You

www.cafex.com@CafeXComms

CaféX Live Assist and Kickstart banking and insurance case studies 2016

Software

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