CRM - April 2008 - (Page C8)

8 April 2008 Sponsored Content “IN A GLOBAL SURVEY OF CONTACT CENTER CALLERS, 74% INDICATED THEY WOULD DO BUSINESS WITH A COMPANY BASED ON A GREAT CONTACT CENTER EXPERIENCE.” GENESYS GLOBAL CONSUMER SURVEY—2007 proactive, personalized way to improve the customer experience. THE INTELLIGENT CUSTOMER FRONT DOOR centers can anticipate customers’ needs, providing a faster, more effective, and personalized experience. For example: iCFD: “WELCOME TO BESTAIRLINE. I SEE YOUR FLIGHT IS SCHEDULED TO DEPART WITHIN TWO HOURS. Through coordinated use of resources combined with business intelligence, organizations can create new, unique, and personalized services that are driven by the context of the interaction. Offering a proactive response that anticipates the caller’s needs to deliver personal service is the core principle behind the intelligent Customer Front Door (iCFD). The intelligent Customer Front Door greets the customer, gathers the intent of the caller, pulls together all relevant information, and then leverages business rules to promote the best personalized response for each caller. Advanced applications such as call backs, notifications and alerts, surveys, and others allow companies to personalize the experience even further. The iCFD presents a common branded voice to all customers while gathering the caller’s intent. At the same time, the system is bringing together information about that particular customer to add context to the interaction. Business intelligence is employed to leverage the information and caller responses to determine the optimal, proactive response and action to best serve the customer’s needs, whether that means providing self-service or routing the call directly to the best available agent. ANTICIPATING THE CALLER’S NEEDS WOULD YOU LIKE TO CHECK IN?” CALLER: “YES, I WOULD.” iCFD: “WOULD YOU LIKE TO USE THE SAME PROFILE YOU CREATED ONLINE FOR AN AISLE SEAT WITH A VEGETARIAN MEAL?” CALLER: “YES” iCFD: “I AM CONFIRMING THAT YOU ARE CHECKED IN FOR FLIGHT #1234 AND YOUR SEAT RESERVATION IS 24C. AS A PLATINUM PLUS FREQUENT FLIER, I CAN OFFER YOU A SPECIAL UPGRADE PRICE FOR AN AVAILABLE FIRST CLASS SEAT. WOULD YOU LIKE TO UPGRADE TO SEAT CLASS FOR designed automated phone systems. In a Genesys-sponsored global consumer survey, callers to contact centers expressed dissatisfaction at having to hold for long periods of time, deal with automated phone systems with too many or incorrect options, and repeat information they’ve already provided. These legacy systems were originally designed and deployed with the sole intention of reducing contact center costs by deflecting calls away from customer service agents. The result of these cost containment models is that customers often hang up out of sheer frustration – reducing costs, but exacting a price on customer satisfaction and loyalty. To move the needle towards improved customer satisfaction, companies need to deliver customer service that is friendly, intuitive, and on the customer’s terms. This transformation – a front door remodel, if you will – requires a solution that pulls together data and systems in a 2C IN FIRST $99? CALLER: “YES” iCFD: “SHOULD I USE THE VISA CREDIT CARD WE HAVE ON FILE FOR THIS TRANSACTION?” CALLER: “YES” iCFD: “YOU ARE CONFIRMED FOR THE FLIGHT, SEAT 2C IN FIRST CLASS. I WILL SEND A TEXT MESSAGE WITH THE FLIGHT INFORMATION TO YOUR CELL PHONE. ELSE With the intelligent Customer Front Door, companies deliver a highly satisfying brand experience by “recognizing” the customer, referring to previous interactions, and proactively guiding the caller to the most appropriate resolution based on those interactions and other information known about the customer. With this, contact IS THERE ANYTHING I CAN HELP YOU WITH TODAY?” CALLER: “NO. THAT’S IT.” iCFD: “THANK YOU FOR CHOOSING BESTAIRLINE. HAVE A NICE FLIGHT.” http://www.genesyslab.com

Table of Contents Feed for the Digital Edition of CRM - April 2008

CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View

CRM - April 2008

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