Orange business services power of voice webinar

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177 The Power of Voice for Today’s Customer

description

Voice continues to be a key channel for customer support, even in a multi-channel world. Have you optimised this premium and effective channel to ensure the best customer experience? Find out how you can by replaying the slides used in our ‘Power of Voice’ webinar held in June.

Transcript of Orange business services power of voice webinar

Page 1: Orange business services power of voice webinar

©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

The Power of Voice for Today’s

Customer

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• About ICMI and its latest statistics on the

contact centre space

• Why voice has become more essential to the

customer experience

• How voice has become intelligent, yet

simplified

• How Orange is leading the way with voice

evolution, globally

• Q&A

Page 3: Orange business services power of voice webinar

Sarah Stealey ReedSarah Stealey Reed

Content Director & Senior Analyst | ICMI

@stealeyreed

@callcentericmi

#icmiresearch

Content Director & Senior Analyst | ICMI

@stealeyreed

@callcentericmi

#icmiresearch

Thomas FayetThomas Fayet

Product Manager – Contact Center Access

@orangebusiness

#powerofvoice

Product Manager – Contact Center Access

@orangebusiness

#powerofvoice

Duncan HawkinsDuncan Hawkins

Business Development Director

@orangebusiness

#powerofvoice

Business Development Director

@orangebusiness

#powerofvoice

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ICMI is about Empowerment! Industry Expertise ~ Research & Benchmarking

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ICMI Multichannel Research

Within last 12 months, ICMI

surveyed 1286 contact center

leaders about multichannel

– Understand channel

preferences

– Connections to CSAT & FCR

– Customer and agent

engagement links

– Uncover multichannel

realities, challenges and

opportunities

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

Learn more about optimizing the

voice channel!

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Key Research Findings

1. Contact Centers are BUSY

2. Voice Remains Important

3. Customer Experience Reigns

4. We ALL Have a Global Reach

5. Analytics Can Help

6. Select the RIGHT Partner

Page 8: Orange business services power of voice webinar

©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

WHY is this

Important?

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

WHY is this Important?

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Contact Centers are Busy

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Intentions for Today

There are a LOT of channels being

supported

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If you are supporting at least two channels…you are already multichannel!

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Intentions for Today

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The Voice Channel Remains

Necessary; Perhaps MORE Necessary

than Before

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Intentions for Today

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Intentions for Today

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Orange holistic approach of Voice for

Contact Centers

vast choice of worldwide

access numbers

routing

advanced routing options

adapted to your business

needs

IP types of connections in more than 100 countries

call collection delivery

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Did you know? #1

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Single Contract; Billing Flexibility

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Orange offers a flexible contracting

framework

Single point of contact with the

flexibility of local billing options

Facilitated management : save

time and money with less suppliers &

invoices

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Did you know? #2

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Routing Management

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simply and dynamically manage

call routing in real time

Orange Web interface to:

� change the call routing settings in real time

� trigger a contingency plan

� activate back-up routing in seconds

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Intentions for Today

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The Customer Experience

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WHY is this Important?

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

“We are still in the early days of what will clearly

be a years-long revolution in how companies and

customers communicate. But what’s clear is that

agents are still going to be the focal points for the

highest complexity (and highest value)

interactions.”~ Keith Dawson - Ovum

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

Which Metrics Matter?

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

Which Metrics Matter?

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Did you know? #3

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Investing in Quality of Service

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performance commitment by Orange

Business Services

state of the art network design

performance, leveraging Orange

Labs R&D as well as best-in-class

equipment providers

strong SLAs: network uptime,

service availability e.g.

uncompressed voice for optimal

quality, and HD Voice ready

seamless worldwide organization

with local presence in 166 countries

1

2

3

4

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

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Intentions for Today

According to our research, almost 86% of service centers support at least two channels.

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

“No matter how sophisticated and prevalent your

channel options, customers will still need to reach

agents at times.”

– Brad Cleveland, ICMI

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Emerging Technologies & Countries,

Mean We are ALL Global

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Non-English customers are

growing!

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

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Did you know? #4

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Global Coverage

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Orange worldwide coverage with call collect

services in +120 countries

Toll-free

(0800XXX)call collection in 120 countries

PSTN

call collection in 70 countries

UIFN

(+800XXX) universal international free

phone numbers in +50 countries

largest choice of access

numbers

Toll-sharerevenue-share

access numbers in more than 20 countries

more details in appendix

Contact Center Access

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Orange worldwide coverage with call collect

services in +120 countries

Saudi Arabia

Toll-free

Ghana

PSTN

Azerbaijan

PSTN

Who else is able to offer numbers in?

Cambodia

PSTN

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Because all businesses already have numbers in

production…

1.we offer number portability in 100+

countriesallow to smoothly keep your numbers when moving to

Orange using established processes with local

authorities

2.we offer contract novationwhen numbers are not portable, we can transfer your

contract to us so that you can keep your numbers

3.we support you in the assessment and

executionsmooth number porting requires to properly follow processes,

provide the right document, on a per country basis and in a

continuously changing environment. Our in country and central

experts are here to support you

Page 46: Orange business services power of voice webinar

©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

“Our callers trust us more and think we are

providing more accurate information when we

speak to them in their native language.”

~ call center manager for a national non-profit

Page 47: Orange business services power of voice webinar

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Intentions for Today

Analytics Help Tie Everything

Together

Page 48: Orange business services power of voice webinar

©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Analytics keep you from using the

crystal ball

Page 49: Orange business services power of voice webinar

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©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

Anticipatory Data!

Identify + Personalize = Engagement

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Did you know? #5

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©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177

Reporting and Analytics

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Reporting & Analytics

� What is the value of having access to detailed call statistics?

– Understand call patterns, and optimize sizing

– Understand the revenue associated to a 0800 number

– Identify customer calls that were not answered and call them

back

customer case studies

Page 54: Orange business services power of voice webinar

©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177

Reach your customers before they

need you

Page 55: Orange business services power of voice webinar

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The Right Voice Partner Makes the

Difference

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Five good reasons to choose

Orange Contact Center Access

1. Single Contract , flexible Billing

2. On-line Routing Management

3. Quality & Performance

4. Coverage

5. Reporting & Analytics

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Orange Contact Center experience� with an international presence and local

support in 220 countries and territories, we:

– serve 5,000 customers

– have 500 expert employees on contact center

– carry five billion minutes per year

– manage 60,000 contact center positions

– host 2,000 servers

– manage 120 million payment transactions, 250 million sms/mms and 16 billion hits per year

– provide multimedia advanced services to lower costs for customer service

57575757

Page 58: Orange business services power of voice webinar

Sarah Stealey [email protected]

Sarah Stealey [email protected]

@stealeyreed

@callcentericmi

@stealeyreed

@callcentericmi

Thomas [email protected]

+41 78 621 52 93

Thomas [email protected]

+41 78 621 52 93

#icmiresearch

#cctr

#custexp

Duncan [email protected]

+44 7714 707151

Duncan [email protected]

+44 7714 707151

Contact us:

Thank you!