Transforming the Omni-channel Customer Experience
Transcript of Transforming the Omni-channel Customer Experience
![Page 1: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/1.jpg)
Digital Transformation at Work Microsoft Dynamics 365
Transforming the Omni-channel
Customer Experience
Joe Egan
Director, Strategic ISV Partners
Microsoft
Leonard Kaminski
VP Sales &
Strategic Accounts
CaféX Communications
![Page 2: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/2.jpg)
![Page 3: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/3.jpg)
customers
products operations
employees
![Page 4: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/4.jpg)
![Page 5: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/5.jpg)
Microsoft Dynamics 365Business applications
![Page 6: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/6.jpg)
![Page 7: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/7.jpg)
Microsoft
Sales
CustomerService
Field Service
Project ServiceAutomation
Operations
Financials
Marketing+ Adobe
![Page 8: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/8.jpg)
Welcome
![Page 9: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/9.jpg)
Topics
©2017 CaféX Communications | www.cafex.com|[email protected]
Transforming digital engagement
Why Omni-channel matters
Live Assist for Dynamics 365
Demo
Use cases
Getting started
![Page 10: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/10.jpg)
Younger Millenials Older Millenials Generation X Baby Boomers Silents and Greatest
ATM Store Digital Phone
Digital is the Primary Access Channel for Most Customers and Starting Point for Journeys That Cross Channels
©2017 CaféX Communications | www.cafex.com|[email protected] Source: Mobile Banking & Payments Summit, 2015
![Page 11: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/11.jpg)
Omni-Channel
of consumers expect consistency
and continuity across channels90%
Unified platformOffer a unified service experience across self-
service and assisted service channels.
360 customer viewUnderstand customer history, preferences
and voice of the customer to personalize
every interaction.
Personalized engagementLeverage insights and resources to create
individualized and consistent experiences
across channels.
Aberdeen: Empowered Customers Demand a Seamless Experience
![Page 12: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/12.jpg)
No downloadsor plugins!
Our Purpose: Transforming Online Digital Engagement
©2017 CaféX Communications | www.cafex.com|[email protected]
Real-time omni-channel built into mobile apps & websites
Context capture& customer journey Integrate with existing
CC/CRM systems
![Page 13: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/13.jpg)
Microsoft Strategic PartnershipOur Solution
CaféX Snapshot
©2017 CaféX Communications | www.cafex.com|[email protected]
TOP 3 CC vendors
use CaféX
74%of CC market
1st
WebRTC SDKs
6 of Top 10 Banks deploy CaféX
Proven Technology
• Joint roadmap & engineering development
• Pre-integrated/canned
• Immersive & best Integration with D365 available
• Single sign-on with O365
• Joint GTM collaboration
• Single point for support
• Omni-channel platform (chat, co-browse, click to call, click to video & more) across mobile and web
• Integrates with CC/CRM (Dynamics 365)
• Fully deployed on Azure and available globally
12
![Page 14: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/14.jpg)
Digital Customers Need Support During Key Journeys
©2017 CaféX Communications | www.cafex.com|[email protected]
Source: Wells Fargo, Mobile Banking Summit
71%Visitors expect access to
help within five minutes
48%Will abandon if they didn’t get
help in the expected
timeframe
31%Expect help to be immediate
![Page 15: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/15.jpg)
Digital Customers Need Support During Key Journeys
©2017 CaféX Communications | www.cafex.com|[email protected]
29.8%
14.4%
10.6%9.4%
-0.6%
8.2%
2.4% 1.8%
Agent utilization rate Annual company
revenue
Improvement (decrease
in average cost per
customer contact
Improvement
(decrease) in customer
contact abandonment
rate
Ye
ar-
ov
er-
Ye
ar
Pe
rce
nt
Ch
an
ge
Savvy Live Chat User Truly Maximize their Performance
Companies that regularly track and
measure live chat interactions for
continuous improvements
All others
10.0%
7.3%
5.1%
2.4%
6.2%
0.2%
1.4%
-0.4%
Annual company revenue Average profit margin
per customer
Customer satisfaction Improvement in average
cost per customer contact
Ye
ar-
ov
er-
Ye
ar
Pe
rce
nt
Ch
an
ge
Co-Browsing Helps Accomplish Key Contact Center Objectives
Companies with co-
browsing programs
All others
Source: Aberdeen Group, February 2015
Source: Forrester
Source: Aberdeen Group, February 2016
![Page 16: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/16.jpg)
What’s the Challenge?
©2017 CaféX Communications | www.cafex.com|[email protected]
Agent Productivity
• Inadequate, complex tools to guide and train customers to self-help
• Multiple panes of glass (“alt-tab” approach)
Silo Implementations
• Integration of disparate chat, co-browse, voice / video, CRM, CC falls on IT
• Multiple points of support
• Difficult to implement targeted campaigns
Lack of Context & Digital Adoption
• Rehash the same questions from channel to channel
• Missing interaction history
![Page 17: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/17.jpg)
Dynamics 365 Customer & Agent Experience
Introducing CaféX Live Assist for Microsoft Dynamics 365
©2017 CaféX Communications | www.cafex.com|[email protected]
Single Stack Offering for all current and future Omni-Channel needs (chat, co-browse, voice, video virtual-chat/bots, etc.)
Committed Joint Roadmapacross Dynamic 365 releases
Immersive Experience across customer and agent experiences
Live Chat Co-Browse Voice Video
Right Within
Bot
![Page 18: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/18.jpg)
Integrated Chat & Co-Browse Experience (Web & USD)
©2017 CaféX Communications | www.cafex.com|[email protected]
Integrated chat widget into Dynamics (USD & Web)
Single sign-on experience
Web (now) and mobile(2Q 2017)
Escalate chat to co-browse (Now)
Escalate to voice/video (3Q 2017)
Integrated co-browse
Knowledge base integration
PCI & data masking
Context, skills, supervisor dashboards
Integrated with CRM portal (provisioning, admin, etc.)
Form filling
![Page 19: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/19.jpg)
CaféX Live Assist (Co-browse)
©2017 CaféX Communications | www.cafex.com|[email protected]
Exact view of iOS, Android apps or web page
Agent view is consistent
Developers can mask or hide sensitive information
Not web-based DOM sharing (avoids browser formatting issues)
Can be used without voice or video
Can accompany PSTN call or web chat
![Page 20: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/20.jpg)
Live Assist Short Code: Co-browse over PSTN!
The Short Code provides a quick mechanism to setup a co-browse session with a contact center agent
813 291
Please read this code to your agent:
Live Assist provides a pop-
up with a simple numeric code
The user reads the code to the agent over the
phone
The agent enters the code
Cobrowsesession starts
![Page 21: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/21.jpg)
Digital Transformation at Work Microsoft Dynamics 365
DEMO
Todd Lewis
Director, Technical Sales
And Customer Success
![Page 22: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/22.jpg)
Customer Engagement Strategy Pillars
©2017 CaféX Communications | www.cafex.com|[email protected]
Omni-Channel
Engagement
Engage customers acrossmultiple touchpoints whilepreserving context
Reduce customer effort
Agent
Experience
Improve agent productivity
Equip agents with right tools to provide excellentcustomer service
Intelligent
Service
Automate and eliminate theneed (where possible) forservice
Reduce support deliverycosts
![Page 23: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/23.jpg)
Omni-channel EngagementDeliver channel optimized experiences across customer journeys
©2017 CaféX Communications | www.cafex.com|[email protected]
Preserve Context | Journey Mapping | Channel Escalation
Channels / Touch Points Live Engagement Modes
AgentCustomer
![Page 24: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/24.jpg)
Digital Transformation at Work Microsoft Dynamics 365
USE CASES
![Page 25: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/25.jpg)
Applicability Across Verticals!
©2017 CaféX Communications | www.cafex.com|[email protected]
Finance | Insurance | Healthcare | Field Services | HR | Retail | Government ...
![Page 26: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/26.jpg)
Live Assist®
Engagement
New Account Opening From Within Mobile & Web App
Problem Resolution
New account form completion with Live Assist
Goal: Increased conversion
Resolve customer issues w/o tying 1-800 number lines
Goal: Improved FCR & reduced handling time
Shifting phone customer to self-service web / mobile
Shifting web customer to mobile app
Goal: Increase adoption of digital engagement tools
Educate consumers on app features & answer questions from within the mobile app
Goal: Education & mobile app adoption (decrease cost)
©2017 CaféX Communications | www.cafex.com|[email protected]
Digital Engagement Education
![Page 27: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/27.jpg)
GETTING STARTED
![Page 28: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/28.jpg)
Assess Your Customer Engagement Strategy• Would you like more efficient support via Chat or increase online Sales via co-browse?
Contact us for a Demo• Send email to: [email protected]
• Consider a 30-day trial via Microsoft AppSource (www.AppSource.com, search for “Live Assist”)
Implement Chat and Co-browse….• Get started with chat and co-browse on website integrated with D365
• Set up engagement campaigns to drive up-sell and cross sell (wizard comes with solution)
Getting Started
©2017 CaféX Communications | www.cafex.com|[email protected]
![Page 29: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/29.jpg)
Live Assist for Dynamics 365 - Summary
©2017 CaféX Communications | www.cafex.com|[email protected]
Purpose built specifically for Dynamics 365
Only omni-channel solution co-engineered
with, & endorsed by, Microsoft
Joint roadmap withMicrosoft, including
virtual-chat/bots, voice & video and more
Ease of deployment & out-of-box
integration with Dynamics 365
More than just chat; omni-channel platform
built for the enterprise
28
![Page 30: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/30.jpg)
Digital Transformation at Work Microsoft Dynamics 365
Q & A
![Page 31: Transforming the Omni-channel Customer Experience](https://reader031.fdocuments.us/reader031/viewer/2022022415/5a64e0807f8b9a900f8b4b81/html5/thumbnails/31.jpg)
Digital Transformation at Work Microsoft Dynamics 365
THANK YOU