Eptica. Transforming customer engagement for a multichannel world

Improving the email customer experience

Agenda

• About Azzurri• About Eptica• Email: Key fact and figures • Multichannel Customer Experience Study

2012• Email Management• Agent Knowledgebase• Knowledgebase Everywhere

Help organisations deliver quality service at lower cost

Advanced Voice recognition. IVR and self service

Desktop, CRM & ApplicationIntegration

AutomatePayments

(tax/fines/rent)

KnowledgeManagement(web/agents)

Presenceto findexperts

WorkforceManagement

QualityAssessment &

customer feedback

Recordingand Analysis

Advanced multi-media routing

Meet Compliance Requirements

Consolidate infrastructure

Put management in control

Optimiseinteraction flows

Implement effective channel strategies

Eptica. Global provider ofmultichannelcustomer

interactionsoftware

• Based in UK, France,Spain, Singapore

• Available in 26 languages• Gartner Web Customer

Service Magic Quadrant

• Banking• Insurance• Public Sector• Retail

• Travel • Outsourcers

400+ references worldwide

Specialist in:

Email: Key facts and figures

4 billion email accounts across the globe by 2015

Source: Radicati Group

90 trillion emails sent per year

294 billion emails sent per day

2.8 million emails sentevery second

Multichannel Customer Experience Study

Multichannel Customer Experience Study

Average response time...

Average response time: 9 hours, 35 minutes

39% gave an expected time of reply and then just 25% actually met their own timeframe

Eptica Customer Interaction Suite

Email channel transformed

• Smart Search + self-learning knowledgebase provide agents with best answer• Complete history of every interaction

Increased efficiency

First Contact Resolution

Average Handle Time 50% +

+--

Faster service, lower costs=

+

Intelligent workflow

Productivity gainat least 50%

Huge cost saving

+=

• One Multichannel Workflow brings all interactions into one multichannel workflow

• Single view of the customer • Improved efficiency

SMART Search

•Vital to drive fast, accurate answers on every channel•Increase adoption of Self-serve on web, Facebook, mobile•Unparalleled insight from the real questions customers ask

Contact Centre Self-serviceContact Centre Self-service

Customer satisfaction

Training time 20% + Average handle time Repeat calls

+-- Improved quality of service=

Improve agent productivity and FCR

Self-learning Knowledgebase

InboundCan I drive in France with this policy?

Outbound

Every interaction fine tunes the links between questions and answers

Agent Knowledgebase

• The agent tool kit (bottom panel) includes an integrated knowledgebase• Response templates are suggested, to help answer the inbound enquiry based on a meaning based analysis of the email• A single click inserts the content to the response panel

Customer Record

• The agent tool kit (bottom panel) includes a customer record• This can be integrated with CRM solutions• Customer data profiling can be used to customise the way a request is handled

Contact History

• All historic and pending requests, regardless of channel, are available for review

Email Management: The results are in...

Email response time reduced from 2 days down to 21 minutes

Email handling time reduced by 40%

Email handling time reduced by 50%

One knowledgebase for all channels

Knowledge Everywhere

Customer satisfaction

Huge deflection in contactEmails by 50% +Calls by 25% +

+-- Huge cost savings=

• Single solution can be deployed across the web, Facebook, mobile

• Smart search customers get accurate answers faster• One self-service: multi brand, multilingual, multi region

Key to bringing costs down in the contact centre

Knowledgebase Everywhere: The results are in...

Increased First Call Resolution for inbound queries, more efficient operations and greater customer satisfaction

Contact centre cost reduced by 40%

Calls reduced by 75% and emails dropped by 15%, despite a 30% increase in users.

Any Questions?

Eptica. Transforming customer engagement for a multichannel world

Thank you...

www.eptica.comwww.azzurricommunications.com