CSR Contextor Wizard helps Customer Sales Representative to work more efficiently. it reduces AHT, provides a Customer 360° view, suggests the next best action, increases Customer satisfaction.

1. CSR Wizard
From contextor

2. More than 70 000 CSRs in Europe using Contextor

3. CSR and Entreprise expectations
• 360° view
• First Call Resolution
• Up-sell and Cross-sell
• Complete dedication to customer case
• Productivity
• Reduced time-to-market
CSR needs easy and immediate access to the
information

4. Existing contact centers and back office
environments?
• Multiple applications
• Numerous clicks
• Multiple entries
• Tedious navigation
• Risk of errors
• CSR in charge of process execution
• Complicated service issues
IT improvements too long for the business needs

5. CSR Wizard from Contextor
Contextor wizard
• Automated process
execution
• Next best action
• Optimized interface
• Integration with
existing applications
Tailored for actual CSR work

6. CSR Wizard benefits
• Customer
 Immediate information provided
 Active listening
• CSR
 AHT reduced
 Process execution help
 Valued work
 Limited training
• IT departement
 Easy connection to ANY type of applications Legacy, C/S, Web,
Cloud
 No change to existing applications
 Project realized in matter of weeks

7. Try it!
• Many case studies to be presented
• Proof Of Concept
 On site on actual processes
 Free of charge
 Two days

8. Hello bank
• Online banking subsidiary of BNPParibas
• Subscription process was requiring a month before
actual account availability
• Several sources of information (internal and external) to
be checked before the actual creation of the account
 Same details to be typed in
 Results to be entered in the main application
 …

9. Account subscription

10. Agent assistant
9

11. Most processes
Fully automated
10
AHT
-80%
INTEGRATED
APPLICATIONS
12
Hello Bank
Wizard
deployment
1,5 month
Contextual
View
Agents
100

12. Client Background
 World largest diversified utility company
 218 350 employees
 €84.5 billion in 2010 revenues
Claiming process
 Customer complaining that an invoice had the wrong amount
 5000 agents involved
Pitfall
 Long & cumbersome process,
 250 parameters required to define a comprehensive and professional
response
 FCR < 70%, long training
11
GDF SUEZ

14. ADDITIONAL
REVENUE
+++
13
First call
resolution
100%
GDF SUEZ
PARAMETERS
ANALYZED
250
CUSTOMER
360° EXPERIENCE
View
AHT
- 20%