E Pro Cem Presentation Final

E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095

E *P R O C O R P O R A T E P R E S E N T A T IO N

ALL RIGHTS RESERVED 2010 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com

CUSTOMER EXPERIENCE MANAGEMENT-(Total Customer Satisfaction Initiative by E*Pro Technologies)


Business challengesKey FindingsCEM – DefinitionWhy CEM?CEM – Our Solution & its building-blocks Multi-channel integrationVisual IVRIntelligent IVRVoice BiometricsNotification SystemSocial Media IntegrationCEM – ArchitectureBusiness benefits



Improving customer experienceImproving agent productivityReducing operating expensesImproving first call resolutionIncreasing customer retentionIncreasing use of self-service systemsNotifying customers about events as and when they occurProviding support across customer touch-points



Grey Areas of Customer Service / issue resolution process:

Sour

ce: O

VUM



Following aspects of Automated Telephony systems lead to customers’ dissatisfaction.

Sour

ce: O

VUM



Some First call Issue resolution Enablers

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CEM – optimal use of various technology components which creates an ability to manage multi-channel interaction i.e. across customer touch points(phone, chat, email, Web, in-person) and buying-lifecycle (ordering, fulfillment, billing, support etc.)

86% of consumers quit doing business with a company because of a bad customer experience(Up from 59% four years ago)

Customer Experience Management (CEM)- A comprehensive voice solution which ensures seamless integration of various building-blocks to give end-users an enriching experience while interacting/doing transactions with a company, product, brand or service.



Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report

“Is providing superior customer experience a top strategic priority for your organization?”

86% of companies said

“YES” for “Customer

Experience” as a top strategic priority



Executive Teams’ goal in providing superior customer experience:

76% seek to differentiate on

customer experience

Source: February 17, 2011, “The State Of Customer Experience, 2011” Forrester report



Multi Channel Contact

Center PlatformVisual IVRIntelligent IVRVoice BiometricsNotification SystemSocial Media

Integration



American businesses lose more than American businesses lose more than $80 billion $80 billion a year due to poor a year due to poor customer servicecustomer service

- Contact solutions

Cross channel context passingWeb to phone Web to Web ChatPhone to Web (Smartphone)

Intelligent services with context awareness

Supporting mediums

Important features



Enterprise platform that instantly delivers Enterprise platform that instantly delivers relevant visual contentrelevant visual content during a call to during a call to mobile device user.mobile device user.

E*Pro’s CEM System

Provides visual menus, visual response and audio response, Transfers calls to live-agents triaging data to personalize greetings and recognize reason

of the call. Reduces live-call volume, enabling first call resolution Promotes effective agent utilization and operating costs reduction Increases cSat ratings



How it works?

Integration of IVR, CTI with business analytics/reporting tools and other enterprise databases for responding smartly to customers’ calls.

Value additions:

Provides high level personalization during conversation knowing the current context, history and trends.

Improved reporting, monitoring and analysis

Ensures better customer experience.

Personalized caller experience through Intelligent IVR system - IIVRPersonalized caller experience through Intelligent IVR system - IIVR



US contact centers spend $12.4 billion annually verifying the caller


E*Pro’s Voice Biometrics solution has the followingFeatures:Multi-factor authenticationCan be integrated with web, IVR and mobile based applications.And it Helps:In providing personalized caller experience.The customers feel secured


Adoption rates of MNS (Mass Notification Solutions) at Fortune 500 companies to increase from 20% in 2010 to 40% by the end of 2015. -- IMS ResearchMediums supported for E*Pro’s notification system: Voice – for making outbound calls.EmailText – for reaching out through SMS.Push Technologies – for content delivery in smart-phones’ interfaces.Social media - for seamless integration with various social networking sites (e.g. Facebook, Twitter)


E*Pro Inc, 1000 Route 9 North, Woodbridge, NJ - 07095E*Pro Technologies, 1000 Route 9 North, Woodbridge, NJ - 07095ALL RIGHTS RESERVED 2011 - E*PRO TECHNOLOGIES LLC. www.epro-tech.com

Wishes

Trends 15% decline in voice transactions by 2015

Consumers are mobile (56% of Internet Traffic)

250 million people access Facebook via mobile

500,000 people use Twitter each day

Choosing the channel and device they communicate with

24 x 7 expectationConsistent Experience and access to

existing/new features

Integration of Voice

Platform with Social media like Face book and Twitter using APIs, supporting multiple channels

Our Solution

Support your transformation to a social enterprise Bringing social factor into business process and operational model Common platform for customers and employees Not just listening but engagement

Conversation based social interaction with customers Supports integration: channel, process and customer to employee

Hap

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Cust

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Results


Multi-channel Integration

Visual IVR

Intelligent IVR

Voice Bio-metrics

Notification system

Social Media Integration

CEM Components Business Challenges

Provide Support across customer touch-points

Improve First Call Resolution

Increase adoption of self-service system

Improve Agents’ productivity

Reduce Operating Expense

Notify events as and when they occur

E Pro Cem Presentation Final

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