CRM - April 2008 - (Page C9)

Sponsored Content April 2008 9 The iCFD assesses customer history and other customer information to create a unique interaction, with a contextual view of why the caller is making contact. The system uses the information to proactively offer the most relevant services (e.g. it offers bill payment when overdue, cross-sell after recent purchase, etc.) in anticipation of the individual caller’s needs. OPENING THE DOOR TO A LONG-TERM RELATIONSHIP TELECOM PROVIDER IMPROVES CALLER EXPERIENCE A MAJOR TELECOM PROVIDER HANDLES MORE THAN 24 MILLION CALLS. THE EXPANDING NUMBER AND COMPLEXITY OF PRODUCTS AND SERVICES WAS CREATING MORE CUSTOMER SERVICE CHALLENGES THAN EVER BEFORE, WITH INCONSISTENT CALLER EXPERIENCE ACROSS NUMEROUS “TOLL-FREE” NUMBERS. THIS RESULTED IN 45% OF CALLERS “ZEROING OUT” OF THE SELFSERVICE SYSTEM. With the intelligent Customer Front Door customers are welcomed and assisted with unique, proactive services based on the caller’s intent instead of having to navigate a rigid, standardized, complex call tree. The result? Relevant, personalized service improves satisfaction and loyalty – creating the opportunity for a long-term relationship and higher lifetime customer value. The iCFD also drives tangible benefits within the contact center, increasing efficiency and productivity as callers are routed correctly the first time and calls are shorter as contextual information is already made available. Contact center managers gain better insight into performance with end-to-end reporting. In today’s highly competitive business environment, companies must seize every opportunity to deliver an excellent brand experience. By connecting all the dots around the automated phone system, the intelligent Customer Front Door from Genesys creates a truly dynamic content center that anticipates and delivers on customer needs in a way that drives brand value and long-term loyalty. Learn more about how Genesys can help you improve the customer experience with an intelligent Customer Front Door. Call Genesys at 888 GENESYS (+1-650-466-1100) or go to www.genesyslab.com. THE TELECOM COMPANY IMPLEMENTED A NEW “FRONT DOOR” TO CONSOLIDATE DOZENS OF CUSTOMER SERVICE NUMBERS FOR A MORE CONSISTENT, PERSONALIZED EXPERIENCE. IT CREATED 35 SELF-SERVICE TOPICS AND 150+ DESTINATIONS INTEGRATED WITH THE INTELLIGENT CUSTOMER FRONT DOOR. CUSTOMER SATISFACTION SCORES SOARED FROM 16% TO 75% WHILE SHAVING 26 SECONDS OFF OF INITIAL CALL HANDLING TIMES. THE NUMBER OF CUSTOMERS ZEROING OUT DROPPED TO 4.7%, WITH THE NUMBER OF FULLY SELF-SERVED CUSTOMERS INCREASING FROM 4.3% TO 15.4%, WHICH REDUCED HOLD TIMES 3–5 MINUTES. GBC CONSULTING GLOBAL CONSUMER SURVEY, 2007, COMMISSIONED BY GENESYS http://www.genesyslab.com 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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