BT Contact
Consultant and
Analyst Webinar
January 2013
BT Contact. Relationships that grow
BT One
Agenda
Introductions
Neil Sutton
Vice President – Global Portfolio
BT Contact Overview
Andrew Small
Vice President – BT Contact
BT Advise Contact
Alberto Luengo
Head of Advise Contact
BT Contact sales tools
Kate Ross
Head of BT Contact Marketing
Why BT Contact
Andrew Small
Vice President – BT Contact
Q&A
We always start with our customers’ customer
% using channel to
communicate with
organisations
77%
54%
Phoned call centre
last month (56% 2010)
phone
59% internet self-service
20% twitter and facebook
minutes per
year on our
Inbound network
59%
64% store
23% web chat
10 billion
Prefer phone to web
FAQs (58% 2010)
In a month BT Cloud Contact delivers over 6 million voice calls and 500,000
messages and chats from consumers in over 170 countries with agents located
in 40 countries.
Over the last year, we have added 35 new clients to our cloud contact platforms.
Last month we had 19,000 agents all over the world live on the platform.
BT Contact. Relationships that grow
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Autonomous Customer 2013 – Twitter, Facebook driving social
media service
Growth in social media to interact with organisations:
39% of smartphone users do it while on the move
39%
used their smartphone
to comment on
Facebook or Twitter
about customer service
just received
only
19%
Find it easier to contact
organisations via
Facebook
23%
trust content on
organisations websites
BT Contact. Relationships that grow
4
Autonomous Customer 2013 – Video: clearly and surely
Video conferencing is 100% up on 2010
as video culture grows
Which of the following would
you use video content for?
BT Contact. Relationships that grow
To see a product
being used
46%
57%
To get instructions
43%
52%
To get more
information
38%
45%
To view adverts
33%
32%
To see other
consumers reviews
24%
30%
To resolve a problem
28%
25%
YouTube instead of
Google to search
new products
17%
24%
Use Pinit weekly
9%
20%
5
Autonomous Customer 2013 – Fragvergence accelerates
Organisations must support wider channel
choice for consumers
82%
Would like it if
organisations always
offered different channels
to meet my needs
Fragvergence research
(BT/Avaya 2008)
Consumers will use more
channels to communicate
with organisations, leaving
the challenge of providing an
integrated experience
BT Contact. Relationships that grow
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Autonomous Customer 2013 – the Omni-channel delusion
Consumers say organisations still struggle
to link channels, 10 years on
1:2
say they constantly change the
way they deal with organisations
91%
Organisations should
make phone number
clearer on all channels
97%
out of stock products in
store should be ordered
for home delivery
94%
Want to E-mail same
agent spoke to
74%
Want to choose
where to return
products to/from
BT Contact. Relationships that grow
only
17%
say organisations make it easy to
switch between different channels
% using channel to
communicate with
organisations
77% phone
64% store
59% internet self-service
23% web chat
20% twitter and facebook
2:3
Find it difficult
to switch from
one means of
communication
to another
without having
to start the
whole process
again
7
Autonomous Customer 2013 – complex online self-service
9 in 10 consumers
want support while online
45%
prefer to deal with
organisations over the
internet than the phone
(43% in 2010)
43%
prefer using email/website even
when dealing with
complex queries (up
from 37% in 2010)
Providing support to
customers when things
go wrong, will grow:
like
68% would
web chat offered
while I'm on
the internet
my questions
89% want
answered by a
BT Contact. Relationships that grow
real person on
phone/web chat while
online shopping
When you have problems with
internet self-service which help
would you prefer?
Phone
64%
68%
Email
54%
49%
Call me button
28%
23%
Web chat
23%
32%
Video chat
19%
19%
Website FAQs
14%
16%
Online Virtual Agent
12%
14%
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Autonomous Customer 2013 – the networked expert
Agents in contact centres need help to deal with
today’s consumer
Consumers often or sometimes struggle with agents…
58%
Have got better help
from other consumers
than agents
2:3
Have a better call
if agent has same
interests as me
79% 85%
Agents have
struggled to
answer my queries
Put me on hold as
they don’t know
what to say
70%
Often I know more
about the problem
than the agent
2:3
Agents haven’t
known what’s on
their website
BT Contact. Relationships that grow
71%
If I don’t get the answer,
I call another agent
86%
Happy to be transferred to
someone trained to answer
complicated questions
94%
Want to e-mail same agent
as spoken to
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BT Contact
Inbound Contact
Harness the reach, intelligence and reliability of our global voice network
Optimise Contact
Auto Contact
Improve your operation
by managing all your
contact centre
intelligence
Provide a good experience
by giving customers the
option to self serve
Cloud Contact
Deliver contact centres
anywhere in the world
on a flexible basis
Onsite Contact
Powering your contact
centre to serve customers
more personally,
productively and profitably
Advise Contact
Professional services expertise making it easier for you to deliver outstanding customer service
Inbound Contact
Drive efficiencies and increase customer satisfaction with Inbound Contact
Inbound Contact – what’s new?
New tariffs in 8 new countries
• Drive efficiencies and increase customer satisfaction with the launch of
Inbound Contact additional nodes
Major upgrade in online experience
• Simpler and quicker control of your inbound numbers with
enhancements to our web-based management tool.
Inbound Contact – benefits
Save costs
• Attract customers in new geographies with lower call tariffs. Savings on
average of 30%
Create a local presence
• Offer local access numbers to end customers, making it easier and cheaper
for them to get in touch
Greater control from the portal
• Block unwanted traffic into your contact centre preventing nuisance
calls from reaching agents.
Auto Contact
Improve the customer experience and reduce costs with self service solutions
Auto Contact – what’s new?
Auto Contact in the US
• Extending our cloud based self service solutions to customers in the US
and LATAM in addition to our existing capabilities in Europe and APAC
Improved application development
• New online tool allowing customers to build or change self service
applications across multiple channels quickly and simply. No need for
specialist development.
Auto Contact – benefits
Reduce costs
• Cost savings of up to 90%
• Utility based pricing model, pay for what you use
• Up to 65% reduction in development costs
• Provide more sophisticated applications driving costs saving through
increased use of self-service
Ease of management
• Develop, manage and deploy a single global self service application.
*The Autonomous Customer whitepaper (APAC) 2012
Onsite Contact
Powerful contact centre platforms from the leading technology providers
Onsite Contact – what’s new?
Proposition for the mid-size
•
Avaya Aura Contact Centre, Cisco Unified Contact Centre Express, Cisco
Unified Contact Centre Enterprise Packaged and Genesys One providing
enterprise class features at a mid-market price for up to 1000 agents
Managing Social media
•
Avaya Social Media Manager and Cisco SocialMiner automatically process
social media interactions
Enabling video agents
•
Cisco Unified Contact Centre Express V9 simplifies communications and
strengthens customer relationships with a face to face customer experience.
Onsite Contact – benefits
Simplify and reduce costs
•
Simple design, pricing, ordering and deployment to single site or
distributed contact centres, reducing complexity and operating costs
Listen, monitor and respond
•
Strengthen existing relationships, capitalise on new opportunities and
reduce missed ones
Transform customer service
•
Make best use of your people and give customers face to face service
without the wait by using video.
Cloud Contact
Improved customer experience and greater resilience at less cost
Cloud Contact – what’s new?
Making agents better informed with new improved agent desktops
• One desktop is the BT desktop included with Cloud Contact. This version
will be automatically available to existing customers with the latest update.
This includes new connectors making it easier to integrate other
desktop applications
• Finesse provides a thin client multimedia desktop allowing agents to
customise their environment without an expensive technology overhaul
More effectively managing social media
• Cisco SocialMiner efficiently and automatically processes social media
interactions, delivering relevant actionable posts.
Cloud Contact – benefits
Improve the customer experience
• Better informed agents
Increase agility and reduce costs
• Scale and flex capacity when you need it and pay as you go
Less hassle
• Agents can access every system from a single application
Increase responsiveness
• Scan and monitor social media networks and present posts to
advisors as a live feed.
Optimise Contact
Insight to improve customer service and reduce costs
Optimise Contact – what’s new?
Optimise Contact
• New cloud service allowing contact recording, workforce
management, quality monitoring, speech and text analytics
available flexibly and on demand
• From £30 per user per month.
Optimise Contact – benefits
Reduce costs
• Access a leading WFO solution from £30 per month
Reduce implementation time
• Experience quicker rollout, lower upgrade costs and less technical risk
Flexible, global capability
• Adopt a ‘pay as you grow’ model, which offers flexibility and scalability.
Advise Contact
Making it easy to optimise contact centre service and improve the customer experience
BT Advise Contact – what’s new
What’s new?
• Refreshed professional services offer to reflect the growing
need for more efficient contact centres, increase in new
channels and growth in new models such as hosted and
cloud-based solutions.
•
The BT Advise Horizons approach ensures contact centres
are linked to business goals.
BT Advise Contact – benefits
Reduce issue resolution time
• Sorting complex enquiries quickly and efficiently and improving
first contact resolution ratio
Strengthen customer and staff satisfaction
• Growing stronger, more profitable relationships with customers. And
reducing customer and employee dissatisfaction at the same time
Reduce costs
• Increasing productivity and reducing costs by offering contact
centre solutions including a range of managed services tailored
to business needs.
Sales tools for BT Contact
Physical Showcase
refresh
BT Contact
Internal win wall
Visual removed as client
names/logos not approved for
external use
BT Contact
Whitepapers
BT Contact App for
Apple/Android
New Virtual Showcase
Making it work for our customers
“We are continually striving to improve the experience our customers have at every touch point.
With extensive experience in offering multinational companies’ IT applications and services,
BT has illustrated that they are in the position to help us do this throughout the world.”
Simon Harper, Vice President, Global Customer Experience
Onsite Contact was chosen by a not for profit Health Insurer in Western Australia to
transform its legacy technology. The deal will provide the latest Avaya contact centre
solution to maximise their ability to seize opportunities and manage risks.
BT completed the implementation of a Cloud Contact Cisco solution for a leading retailer. The
first 2000 seats were up and running within 3 months providing a flexible solution that scaled to
meet the UK Christmas shopping peak in November.
This well known airline chose Cloud Contact Cisco across 4 sites, with 400 agents, in order to provide
multimedia capability and global virtualisation across all current and future contact centre sites as well as
remote and homeworkers. The solution can scale to meet growth, seasonal peaks and unexpected events
whilst improving the customer experience and providing the flexibility to roll-out rapidly to new markets.
“BT Advise Contact worked with us to devise a strategy to consolidate our contact
centres into a single cloud-based solution. The ability to integrate modular functionality
such as ACD and multichannel CRM as part of the service was a key attribute. The
flexibility to instantly adapt to our growth needs was another critical factor.”
Vynet Bravo, Director of Contact Centre Operations
We make it work
• … using our latest consumer research and
technology insight to keep you ahead
• … for the future, integrating new media
channels without increasing complexity
• … to help you simultaneously improve the
customer experience and reduce your costs
• … for you, with a choice of delivery, market
leading vendors and commercial options
• … end to end by connecting customers all
over the world to networked experts
wherever they are, reliably, and at the
lowest cost.
BT Contact. Relationships that grow
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