Using a combination of demonstration and example sites you will understand how video can be used in providing a new channel for customer support in your organization. Avtex’s Video Kiosk is being used by organizations large and small as a way to differentiate themselves from their competition and provide excellent customer experience across a variety of industries and usage. Forrester says this “emerging touchpoint offers many benefits including supporting sales, reducing abandonment, and driving satisfaction.”

1. Video in the Contact Center
A new point of interaction
Tim Bakke
Director, Strategy and Innovation
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012

2. Agenda
• Why is video important to the contact center?
• What are some examples of solutions?
• What do I need to think about to prepare?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

3. OVERVIEW
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

4. Why Video?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

5. “ Customers are on the empowerment side: They have lots of
choices, it has become easier to switch, they have a powerful
voice, and they demand more. Companies are on the
engagement side; the smart ones realize that new interaction
“
channels open up new opportunities to deliver value in the context
in which customers use their products or services. Interactive
technologies are in the middle, opening the floodgates.
- Forrester: Empower Customers By Transforming Business Processes
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

6. Uptick in Video Demand
+ the Consumerization of IT
Need for Mobility and Flexibility
TCO… of experts
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

7. What’s the common theme…?
Healthcare, Government, Financial Services
Experts are elsewhere
when business needs to get done
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

8. Solution?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

9. High Touch Video + Skills-based Routing
Not JUST hardware Not JUST routing
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

10. “So? Systems like this exist…”
Yes. But.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

11. TCO is HIGH
Hardware Driven
Point-to-Point
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

12. Recommended Approach
“Simply simple”
• Simplify the Architecture
• Simplify the User’s Experience
• Simplify the Expert’s Experience
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

13. A COLLECTION of technologies – not a silver bullet
“ The collection of communication
technologies, applications and processes to
enhance communication and business
“
between you, your customers, partners and
employees
THE GOAL OF UNIFIED COMMUNICATIONS IS TO REDUCE THE
HUMAN LATENCY IN BUSINESS PROCESSES
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

14. Simple
Brand relevant
Flexible
LAN/WAN
Routing
Kiosk Front End
Application
CRM
Agent Desktop
Billing and
Simple Reporting
User Friendly
Low Impact
WFM
Recording
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

15. Demonstration
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

16. More Examples
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

17. Healthcare Insurance
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

18. Financial Services
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

19. Healthcare Provider
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

20. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

21. NOW… HOW?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

22. Design and Assess
1. Think like a designer, not an engineer
2. Begin with the end in mind
3. Map silos of information and connect
them
4. Look for things to measure and build
processes to support them
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

23. Perfect Your Plan
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

24. Measure and Report
1. If it’s not measurable, it’s not
manageable
2. Business Intelligence and reports from
a “single source of truth”
3. Activity: AHT, Queue Length, Schedule
Adherence
4. Outcome: FCR, Customer
Satisfaction, Surveys
5. Customer surveys integrated into back
office data systems
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

25. A Couple Of Other Items
TRAIN yourselves and your employees
Train the trainer/power user, CBT or classroom
End-user training
Administration and Application for support
teams
Pick the RIGHT partner for your needs
Do they ask the right questions?
Are the active in and shaping the market?
Multi-vendor experience?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

26. Questions?
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

27. Thank you!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

28. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012