Learn about how Avtex thinks about CRM. Why is it our choice as a repository of all customer data? What kinds of capabilities has Microsoft built into their version of CRM that help it become the hub of your Customer Experience strategy?
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Webinar - Microsoft CRM 2011 and your Customer Experience Strategy
1. Welcome to Websday
Weekly Webinar Series on Wednesdays by Avtex
Microsoft CRM 2011 and your
Customer Experience Strategy
Date/Time: 09.19.2012 10:00 AM CDT
Presenter: Bart Sneary, VP of CRM, Avtex
Learn about how Avtex thinks about CRM. Why
Bart Sneary
is it our choice as a repository of all customer VP of CRM, Avtex
data? What kinds of capabilities has Microsoft
built into their version of CRM that help it
become the hub of your Customer Experience
strategy?
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
2. Websday Schedule
Upcoming Schedule of Websday Topics
Date / Time Topic
09.19.2012 10:00 AM CDT Interaction Dialer overview - Outbound dialing made
even more powerful
10.03.2012 10:00 AM CDT Top 10 Reasons to Upgrade CRM Dynamics to CRM
Dynamics 2011
10.10.2012 10:00 AM CDT SharePoint and Nintex: Better Together
10.17.2012 10:00 AM CDT Managing Quality Assurance in your contact center
with Interaction Recorder and Interaction Analyzer
Websdays: Weekly Webinar Series on www.avtex.com/websday
Register Today Wednesdays by Avtex
www.avtex.com/websday
3. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Keynote Speaker
Harley Manning
10.25.2012 Vice President
Customer Experience
Register Today
Minneapolis, MN Forrester www.avtex.com/conference2012
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
4. About Avtex
Committed to Interaction Optimization
Company Founded: 1972 Bloomington, MN (HQ)
Milwaukee, WI
Employees: 200
Revenue: ~$50M
Pohlad Family Owned
Microsoft Gold Partner
Interactive Intelligence Partner
Atlanta, GA
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
5. Our Mission
Our mission is to use our technology know-how
to enable our clients to deliver an exceptional
experience to their customers
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
6. Avtex 360° Technology Enabled Customer Experience
Solutions for every Point of Interaction
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
7. The Optimized Customer Experience
It’s not about multi channel
Interactive
Voice Social Video Portals Next
...
Response
IVR
It’s about cross channel
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
8. CRM Impact - Let’s break it down
Interactive
Voice Social Video Portals
Response
IVR
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
9. Microsoft Dynamics CRM
An End to End Solution
Marketing Extended CRM
Effectiveness Applications
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
10. Why Microsoft Dynamics CRM?
User Experience
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
11. 3 core tenants of CXM
• Set Goals and Metrics for them
• Standardize Processes
• Provide real-time role-tailored
feedback
Websdays
: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
12. DEMO
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
13. The Winner Is …
Free Copy of Microsoft
Office 2010 Professional
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
14. Thank You!
Thank you for attending Websday.
We hope to see you at a future session.
www.avtex.com/websday
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
Hinweis der Redaktion
Our mission is to use our technology know-how to enable our clients to deliver an exceptional experience to their customers
This slide should be used to tell the comprehensive story about Avtex. Focus on breadth and depth during this slide. Avtex provides virtually every capability to enable a company to improve their customer experience by optimizing interactions through technology integration and implementation. Core Four: Portals, Unified Communications, Contact Center and CRM are critical tools for establishing a customer experience frameworkInfrastructure: A solid infrastructure is required for solutions to perform their bestIntellectual Property: Avtex has invested in building a team to develop intellectual property for common challenges that our customers face leveraging common platforms. We are continually doing R&D innovation on emerging platforms to better understand how they may impact our customersApplication Development / Integration and Customization: Virtually every one of our solutions involves integration with other systems and solutions. This integration may involve customizing certain capabilities to meet a customers unique requirements. We also design custom applications if an existing platform solution doesn’t meet the needs of a customer.Strategic Consulting: We have created a team dedicated to strategic customer experience consulting. This team is focused on working with organizations to better understand their customers journey and how technology aligns to their strategyProfessional Services: Avtex provides professional services to support all of the areas above.
Use this slide to convey that an optimized customer experience is one that focus on INTEGRATION across channels and not focused on standing up more silos. Put yourself in the shoes of a customer and imagine some of the poor experience you have had as a customer. Getting bounced around when calling into a contact center and having to provide your same information (customer name, account # etc.) multiple times. This situation is a by-product of poor integration of systems and processesInconsistent information across multiple channels such as a website and when calling into a contact centerKey Message is CROSS CHANNEL INTEGRATION