This document discusses Avaya's contact center solutions and roadmap. It highlights key customer experience trends like mobility, social media, and analytics. It emphasizes the importance of optimizing the customer journey across channels to increase lifetime value. The roadmap outlines Avaya's vision to deliver aware, personalized experiences through unified multi-channel interactions supported by automation, speech analytics and a customer experience dashboard. It also discusses deployment options including private cloud and as-a-service models.

1. Avaya Contact Center Update
December, 2013

2. Agenda
 Key Trends
 Customer Experience Management
 How to get there
 What’s next
 Practical Roadmap
 Summary
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3. Avaya Contact Center Solutions
Customer Service Trends
© 2011 Avaya Inc. All rights reserved.
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4. Trends 2013 / 2014
2013
 Rich media / consistent
service across channels
2014
 Voice of the Customer
 Mobile
 Knowledge
Management/Context
 Social Media
 Mobile
 Personalization
 Social Media / Video / Collab.
 Proactive Outreach
 Cloud
 Analytics/Big Data
 Analytics/Big Data
Nemertes, Forrester, Avaya, BT
 Gamification
Voicetrust, Avaya, InContact, Vivint, Aptean, Logmein
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5. Customer Experience Management
© 2011 Avaya Inc. All rights reserved.
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6. Why Customer Experience?
BUY MORE from
companies that make it
easy to do business
Millennials will stop
doing business with a
company after one bad
experience
WEB
CHAT
INTERNET
SELF-SERVICE
TWITTER,
FACEBOOK
PHONE
STORE
say they constantly
change how they deal
with organizations
9 of 10 consumers want
support while online
% using channel to communicate
with organizations
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7. A 2% increase in
customer retention has
the same effect as
decreasing costs by 10%
On average,
companies churn
50% of their
customers every 5
years
68% of customers
leave because of the
treatment they have
received from
customer service
Many companies
lose 20% of more of
their customers
within the first 12
months of getting
them
$243
A 5% increase in
customer retention
can increase
profits by 25%125%
62% of Senior
Executives have their
compensation tied to
Loyalty Scores
Repeat customers
spend 33% more than
new customers
Companies that prioritize
the Customer
Experience generate
60% higher profits than
their competitors
“Our primary focus is on strengthening the customer experience in order to raise
customer retention. To us, a 1% increase in retention equates to $700M.
Alicia Boler-Davis,
VP Global Quality & Customer Experience
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8. The Upside of Getting it Right:
Better Experiences Can Drive Revenue
Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012”
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9. The Upside of Getting it Right:
Better Experiences Drive Better Returns
30%
CXi Leaders
22.5%
Cumulative total return
20%
10%
0%
-10%
S&P 500 Index,
-1.3
-20%
-30%
-40%
-50%
CXi Laggards
-46.3%
Source: Forrester and Watermark Consulting
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10. The 360 degree Customer Journey
Renew
Purchase
Feel & Compare
Products
Select
Place an
Order
Disconnect
Leaving
Promote
Promotion
Offer
Retain &
Winback
Maintain
Chasing
Order
Breakdown
Damage
Own
Buy
Troubleshoot
Upgrade
Receipt and
Setup
Mobile/Web
Research
Research
Interesting!
Find Out More!
Use
Receive
Learning to
Use Product
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Making a
Payment
Onboard
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11. Driving Lifetime Value Enhancing Interactions
Enabling the 360 degree Customer Journey
CC Mobile
Automated
Web Chat
Renew
Purchase
Feel & Compare
Products
Select
Place an
Order
Disconnect
Leaving
Promote
Promotion
Offer
Retain &
Winback
Maintain
Chasing
Order
Breakdown
Damage
Own
Buy
Troubleshoot
Upgrade
Receipt and
Setup
Mobile/Web
Research
Research
Interesting!
Find Out More!
Use
Receive
Learning to
Use Product
Social Media
Proactive
Outreach
Proactive
Outreach
Video
Advanced Wait
Treatment
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Security &
Biometrics
Making a
Payment
Onboard
Enterprise
Call Routing
Automated Chat
Email, Speech
Callback
Assist
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12. Customer Lifetime Value
 Customer Lifetime Value is a prediction of the net profit
attributed to the entire future relationship of an
Enterprise with a customer
– Typical Metrics include
– Net Promoter Score (NPS)
– Willingness to Recommend
 Customer Lifetime Value is positively correlated with
Customer Experience
 Customer Experience is delivered primarily in infrequent
interactions between Customers and Enterprises
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13. Customer Lifetime Value Framework
Operational KPI Improvements can Drive Successful Top Line Results
Income
Statement
Strategic KPI’s
Strategic Objectives
Retention
Retention Rate
Avg. Support
Cost
Operational KPI’s
First Contact Resolution
Customer Effort Score
Cost per Resolution
Channel Mix
Wallet Share
Revenue
Margin per sale
Total Yearly Spend
Loyalty
Advocacy
Referral Rate
Portfolio %
Net Promoter Score
Referral Rate
Support
Overall Support
Cost
Cost
Acquisition
Acquisition
Cost
Average Handle Time
Transfer Rate
Cost per Campaign
Cost per Acquisition
Customer Lifetime Value
& Customer Profitability
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14. Focussing on the customer
Customer Effort Score
 Industry Trends - focusing on customer loyalty
“How much effort did you personally
have to put forth to handle your
request?”
NPS :
Net Promoter Score
A great overall relationship level metric;
price, product, customer service
CSAT : How someone feels about a specific interaction
CES :
A strong predictor of loyalty
*Source: Harvard Business Review, March 2012
NPS and CSAT are not enough
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15. Three Principles at Avaya
CXO Level
Customer
Experience Goals
Contact Center
Operations
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Transformative
New Technology
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16. Our Vision
The Aware Customer Experience
Aware of Relevant Context including
History, Resources and Processes
One Company
Proactive
Personalized
Anticipate,
and Respond
Across Channels &
Over Time
One Customer
Connecting Interactions across
Channels into a Seamless Experience
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17. Next Steps
© 2011 Avaya Inc. All rights reserved.
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18. Multi-channel, unified-view with rich context
Automated
Recording
WEB
AACC
Agents
Client
EMAIL
IM
Expert
Expert
Expert
Scanned Docs / FAX
Business
Applications
Social Media
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19. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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20. Customer Experience Management
Customer Service “On the Go”
Technical
Support
Type of
Issue
Basic
Troubleshooting
Description of
Problem
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21. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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22. Actionable Social Media
Contact Center
Business
Contact
Keyword
Driven
Language
Sentiment
432
Actionable
Mentions
Customer
Managed
Agents
sales
Business
Partner
support
Public Cloud
Contact Center
Blended
Agent Routing
AACC, CC7.x, AIC
marketing
CC Ready?
•Governance
•Agent readiness
•SLAs
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Reporting
Metrics / KPIs
tracking / SLAs
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23. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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24. Web and Video
Click to Talk
Click to Video
CUSTOMER CLICKS ON LIVE VIDEO CHAT LINK
AGENT
TEXT CHAT
CUSTOMER
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APPLICATION SHARING
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25. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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26. Throughout Every Customer Interaction…
Avaya Self Service Plays a Role - Beginning to End
•
•
•
•
Proactively notify
Offer call back
Collect information
Authenticate customer
…In Front
• Segment customers
• Intelligently match work to resources
• Personalize wait treatments
Self
Service…
• Collect customer
feedback
• Process payment
• Proactively notify
…At the
End
…During
• Automate transaction
• Automate web chat
• Process payment
Exceptional, Targeted, Personalized, Accessible
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27. Avaya Vision
Simplify Customer Experience Orchestration
Outbound
Apps
Outbound
Notifications
Payment
Reminder
Subscription
Renewals
Product
Support
Corporate
Directory
Customers
Self Service
Product
Promotion
Contact
Centre
Ordering and
Payments
Inbound
Orchestrate phone, email, SMS text outbound and phone and video
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signed agreement interactions – all from one platform
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28. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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29. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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30. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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31. Call Volume
Efficient Workforce Management
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32. Process Discovery
 Detailed process reporting allows for the identification of
critical process variances, missed steps and non-compliance
What we think is happening:
What is actually happening:
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33. Avaya Speech and Call Flow Analytics
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34. Full Voice of the Customer Dashboard
A Single View with
 Comprehensive
Voice of the
Customer &
 Relevant
Operational Metrics
Tailored to the each
users role, scope, and
needs
 Dashboards were previewed in r11- But r12 gives full use with many new views inc:
– Quality Monitoring
– Speech Analytics trend results
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35. What is it?
IVR
Avaya
Customer
Feedback
Mobile
EFM
Web
Email
Panels
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36. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
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37. A glance to the future
© 2011 Avaya Inc. All rights reserved.
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38. Evolution Path to Experience Management
Interaction
Today
Web & voice self service
Next
360° multi-media experience
Completion of transaction
Simplified implementation
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On the Horizon
Automated and assisted
service working together as
the ultimate agent
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39. Evolution Path to Experience Management
Experience
Today
Predictive routing to
best agent
Next
On the Horizon
Expand into enterprise and
other business processes –
2 way communication
Sophisticated matching
driven by dynamic customer
value and business need
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40. Evolution Path to Experience Management
Performance
Today
Statistical reporting:
Abandon rates
Service indicators
Next
On the Horizon
Speech analytics
100% Listening
Simple “Google like” query
Contact Flow analytics
Harness big data
Multiple sources
Performance, power, accuracy
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41. Putting it into the Practice
© 2011 Avaya Inc. All rights reserved.
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42. Avaya Aura Contact Center Roadmap
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43. Summary
© 2011 Avaya Inc. All rights reserved.
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44. Our Commitment
Solution path for
every customer
Experience management
vision by leveraging
existing investments AND
easily adding new
applications along the way
Simplification
Packaging for mid
market and enterprise product and
professional services
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Customer
choices
Deployment models:
virtualized data centers,
CAPEX/OPEX choices
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45. Avaya Collaborative Cloud™ Portfolio
Avaya
UC/CC/Video
as-a Service
Private
Hybrid
OPEX
Subscription
License
Cloud
Public
Scalable and Extensible for UC and CC
Avaya
Operations
Services
Next Gen
Public Cloud
Hosted Cloud Enablement
Public Cloud
Avaya
Collaboration Pods
CAPEX
Perpetual
License
On-Premises
Avaya
On-Premise
UC/CC/Video
Products &
Services
Managed
Private Cloud
Private Cloud
Build Out
Build
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Manage
Enable
Deliver
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46. Ten Reasons to Consider Avaya
1
2
3
4
5
6
7
8
9
10
Avaya has a Complete Solution
Strategic Communications Consulting
World Class Products
Trusted and Tested Benchmarks
Fast Integration with Popular Monitoring Software
Leading Partnerships
Thought Leaders who know Social Media
We know Contact Centers
Trusted Brand Name
J.D. Power and Associates Recognized
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