Stop Apologizing for Hold Time!
Lori Anne Pollock, Product Management
Fran Taylor, Architect/System Engineer
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Verizon is using technology to
transform the customer experience
Ubiquitous communications infrastructure
Wireless
and fiber
networks
Global IP
backbone
Cloud / data
centers
Innovation
centers
Wireless, Network and Applications
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2
Verizon Enterprise Solutions
Contact Center Experience
Over 15 years of success serving contact center client needs
CCS Platform Minutes
(000's)
25,000,000
20,000,000
15,000,000
10,000,000
5,000,000
20
10
20
08
20
06
20
04
20
02
20
00
19
98
19
96
0
19
94
• Support over 23 billion minutes
of enhanced voice and contact
center traffic in 2011
• Over 25,000 active customer
applications, handling over 360
million calls per month
• Rate of attrition for CCS
customers less than 1% annually
• CCS Implementation processes
are ISO 9001:2008 certified
• Genesys Gold Certified
• Cisco Gold Partner and ATP
Certified
It’s all about the customer experience.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
3
Verizon and Genesys
15+ Years Partnership
North American Partner of the Year
2011
North American Hosting Partner of the Year
2010
North American Partner of the Year
2009
First Provider with Gold Certification
2008
North American
Partner of the Year
Next Gen IP Solution Defined
2005
2011
Expanded to Mid Market
2004
ICRI Launch
2003
MCSG Launch
2002
Defined MCSG
2001
1999
InnovAgent Product Launch
1998
MCI Pre IPO Equity Investment
1997
Expanded MSLA for Network Offering and VAR
1996
Signed MSLA & Shared IP for Network Offering
1995
Installed Genesys 3.x and Defined InnovAgent Network Offering
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4
Contact Center Challenges
Contact Center Challenge
• Increasing interactions volumes and types
• Staff reductions result in call abandonment
• Network and agent inefficiencies
• Disparate solution components
• Aging legacy infrastructure
• High costs and limited capital budgets
• High overhead of separate voice and data networks
• Complexity of managing infrastructure upgrades
Impacts
• Increased call
volumes due
to call backs
• Long wait times
• Inconsistent
caller experience
• Dissatisfied
customer
• Cumbersome administration (MACD’s)
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5
Typical Concept Architecture
Hosted
IVR
Speech
Service
OHSS
Host
Connect
Hosted
ICR
Database
Genesys
Voice
Call
Back
WFM
ACD,
SIP,
PBX
Agent
Desktop
CRM
Data Connectivity
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
6
Typical Concept Architecture
Hosted
IVR
Speech
Service
OHSS
Host
Connect
Hosted
ICR
Database
Genesys
Voice
Call
Back
WFM
ACD,
SIP,
PBX
Agent
Desktop
CRM
Data Connectivity
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
7
STOP PUTTING ME ON HOLD!!!!
ZZ
ZZZZ
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
8
Saving the World from…
…Bad Customer Service!
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
9
Reduces
AHT
Reduces
ASA
Voice Call Back Customer Experience
Customer educated with real time queue conditions &
empowered with new alternative to holding
Voice Call Back does the waiting for customer
and connects customer to agent when it is their turn!
Powered by
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
10
We have lots to do…
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
11
Stop Apologizing for Hold Time!
Vertical
Retail
Retail
VDN
callback
choosehold
Calls
4,765
15,609
ATT
474
540
Financial/Insurance
Financial/Insurance
callback
choosehold
7,062
10,943
340
371
Telecommunications
Telecommunications
callback
choosehold
167,727
177,156
321
369
Travel
Travel
callback
choosehold
49,123
136,483
285
323
Total Weighted Avg
Total Weighted Avg
callback
choosehold
228,677
340,191
317
359
42 seconds
Cut from ATT
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
12
Cost Avoidance and Savings with
Voice Call Back
Projected Benefits
43% Hiring Avoidance
Hiring Avoidance Savings,
$1,127,000, 43%
25% Revenue Recovery Savings
12% Repeat Call Savings
6%
Toll Charges
6%
Training Savings
4%
Customer Experience Value
3%
AHT Savings
Training Savings, $165,000, 6%
Repeat Call Savings, $329,000,
12.5%
Revenue Recovery Savings,
$657,000, 25%
Toll Savings, $158,000, 6%
Customer Experience Value,
$110,000, 4%
Agent Reduction Savings, $0,
0%
Average Handle Time Savings,
$77,000, 3%
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
13
Voice Call Back Options
• Verizon’s Voice Call Back is a network based queue-management solution that allows
callers to receive a call back at a convenient time rather than wait on hold for an agent, based on
Virtual Hold’s technology
• Voice Call Back provides three features:
• ASAP Call Back: Announces the wait time to customers and offers to save their place in line
and call them back when it is their turn.
• Scheduled Call Back: Offers customers the opportunity to schedule an appointment to speak
with an agent at a time that’s more convenient.
• Web Call Back: Creates a unified virtual queue by combining website requests with voice
requests.
Toolkit available to enable mobile, web and desktop application development.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
14
SERVING THOSE WHO HAVE SERVED
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
15
SERVING THOSE WHO HAVE SERVED
Challenges…
• Voice Access Modernization: Add new channels
and improve the caller’s experience
• Improve Agent Effectiveness: Unified Desktop,
CRM, Agent Desktop
• Upgrade (EOL) and integrate a very large
organization with multiple Genesys and nonGenesys solutions
• Reduce total cost of ownership, while keeping
control of business
• Increase reliability, capacity and scalability – end
call blockage
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
16
SERVING THOSE WHO HAVE SERVED
Solution…
• Modernize infrastructure to allow a
migration to a federated and IP enabled
enterprise
• Host, Centralize and Virtualize
• Update and improve self service options
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
17
SERVING THOSE WHO HAVE SERVED
Technologies…
• Hosted IVR Speech Self Service
• Web Self Service
• Hosted Genesys (CIM) and Hosted Agent
•
•
•
•
Desktop
WFM, Call Recording, Survey, Reporting
Security, Managed and Pro Services
Genesys Outbound
Voice Call Back
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
18
SERVING THOSE WHO HAVE SERVED
Outcome…
• Shorter hold times with optimized agent
•
•
•
•
resources, virtual network queue
Improved self service with Speech
Delighted customers and improved costs
Greater reliability with lower TCO
Greater visibility empowers management
with confidence to drive more
improvements
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
19
Everything Went Perfectly
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
20
Experience Gained
• Collect baseline metrics before the implementation
• Anticipate conflicts in Estimated Wait Time
• Collaborate with business to define the customer experience
• Gain customer approval on all details
• Define customer’s day to day control requirements
• Sometimes the benefits are attained and you still need more agents
• Ask agents to document customer reaction
“It was great! I was late getting to the phone, and missed the call. I
was VERY surprised that I received a call back. Great system. ”
"I just want to say, your call back feature is Great!"
“Pretty slick, I like it a lot, much better than the old way”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
21
High-level Architecture
Verizon
network
HIVR
ICR-I
ICR
VCB
Legend:
HIVR – NGSN and IPIVR
OHSS – Open Hosted Speech Services
OHSS
ICR – HICR or premise Cisco or Genesys
VCB – Voice Call Back
Verizon or Customer
Network
Customer Network
CTI
Data
ACD
Voice
Data
Verizon Network
Web
Services
Web surfer
Smart
phone
Web server
or webenabled IVR
User/
Administrator
Customer
Network
Agent
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
22
Hosted ICR (Hosted Genesys) with
Voice Call Back Architecture
Queuing in
Verizon network
ICR-I
NIVR
Network
T-Server
HICR
VCB
ACD
T-Server
ACD /
PBX
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
23
Hosted ICR (Hosted Genesys) with
Voice Call Back Architecture
Call Queuing at
Customer ACD
ICR-I
NIVR
Network
T-Server
HICR
VCB
ACD
T-Server
ACD /
PBX
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
24
Scheduled Call Back Use Cases
• When 5 minutes from now is not
convenient
• Scheduling follow-ups with customer
• Billing issues
• Appointment reminders
• Technical support
• Alternative to blocking calls
• Move calls from your peaks to your valleys
• Support after hours callers
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
25
Web Call Back Use Cases
• Click-to-call initiatives
• Questions Complete my order
inquiries
• Technical support requests
• Schedule follow-up
appointments
• Also works with customer IVR
• Interface for MOBILE apps
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
26
Across the Channels…
Voice, Web, Social Media or Mobile
• Move customer from self-help
to live-help quickly and
efficiently
• Build brand loyalty
• Maintain the context of online /
mobile inquiries
• Treat all interactions
consistently
• Reduce cost of interactions
across channels
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
27