Multi-Channel Technology Options for Contact Centers

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Interactive Intelligence's Todd Marthaler presenting at the CPI Queued IN event and webinar on Multi-Channel Technology Options for Contact Centers.

Transcript of Multi-Channel Technology Options for Contact Centers

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Multi-Channel Technology Options for Emerging ChannelsTodd Marthaler

Contact Center Consultant, Interactive Intelligence

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www.inin.com

©2013 Interactive Intelligence, Inc.

How do organizations deliver a multi-channel customer experience today?

Building a Multi-Channel Business Case

Technology Solutions for the Multi-Channel Experience

Case Study

Session Objectives

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©2013 Interactive Intelligence, Inc.

Responding to the Multi-Channel Bell!

2013 Multi-Channel Metrics Survey Conducted by Contact Center Pipe Line and Interactive Intelligence

208 Responses from Contact Center Leadership.

Centers Ranging from less than 50 to more than 1,000 Agents.

Data across industries: Telecommunications, Cable, Internet, Education, Utilities, Outsourcers, Retail, Financial Services, Health Care, etc.

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©2013 Interactive Intelligence, Inc.

Survey Says…

Source: July, 2013 Multi-Channel Metrics Survey Results, Contact Center Pipeline, Interactive Intelligence

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Know your Customer!

Customer profile identifies channel preferenceDemographicsGenerational ImpactBuying PowerTransaction/Interaction TypeCustomer Life Cycle

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©2013 Interactive Intelligence, Inc.

How are your customers communicating?

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Hypothetical Approach-Subscription Trial

Challenge

Introduce Chat to Replace/Reduce Calls

Promote and test customer adoption

Solution

Month to Month subscription service

Measure Results!

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©2013 Interactive Intelligence, Inc.

Return on Investment

Impact Customer Satisfaction and QualityAdoption RatesInteraction ReplacementImproved FCRCost reductionOther key ROI considerations?

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“The Engine and Elements!”

Options:

Unified Communications Platform

Outsource Services

Single Channel Solutions

Subscription Services

Elements:

Customer Relationship Management

Business Intelligence

Multi-Channel Media Management

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Business Case – Profile

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Business Case – Multi-Media Need

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Technology Choice-Multi-Channel Solution

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Why Unified Solution?

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Agent Blending

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Benefits & Lessons Learned

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Future Strategy

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©2013 Interactive Intelligence, Inc.

Next Steps-Multi-Channel Solution

Know Your Customer!

Secret Shop!

Build a Business Case.

Test the Waters…

Source a Solution!

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INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVE

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HeadquartersCommunications Products, Inc.7301 E. 90th Street Suite 111Indianapolis, IN 46256

Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.

(800) 999.0197www.CommProd.comblog.commprod.com@CPIcommprod

Thank YouChris DellenDirector of Marketing

[email protected] Phone