March 25 – 27th, 2014 І Orlando, FL
Behind the Scene of an Excellent
Customer Experience
Jean-Pierre Renaud
©©2014
2014Avaya
AvayaInc.
Inc.Avaya
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Confidential& &Proprietary
Proprietary
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oror
distribute
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the
express
express
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Avaya.
Avaya.
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Behind the scene of
an excellent
customer
experience
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
Do not duplicate, publish or distribute further without the express written permission of Avaya.
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Today’s Customer Service and Sales Reality
Increasing Economic
Pressures
Changing Patterns of
Customer Service
Increasing Customer Expectations
Increasing Competitive Pressures
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3
The Autonomous Consumer
Key Drivers for New Customer Service Reality
55
% have interacted with a company via social media
Uses Social
Media
Regularly
used their
smartphone
to comment on Facebook or
39% Twitter about service received
is more important than price
1 in Frequently
3 say convenience
Starts onwould
Mobile
web-chat offered
68% while onlikecompany
web site
Video usage at home has increased by
Uses
video
regularly
would
like to have
their questions
55% answered by video-chat
17%
100%
say organizations make it easy to switch
between different channels
Uses multiple channels
want to multiple
82% Always
channels available
94%
Empowered
say they get better help from other consumers than
would like to be able to email the same agent they talk to
58%
call center agents
Source: Avaya and BT, The Autonomous Customer, January 2013
Customers Expect Personalized, Contextually Relevant Engagement
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4
The Upside of Getting it Right:
Better Experiences Drive Better Returns
Source: Watermark Consulting, 2013, www.watermarkconsult.net
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5
Exceptional Customer Experience Drives…
Drives Customer Lifetime Value
Customer
Revenue
Support
Costs
Customer
Length
of
Lifetime
Relationship
Value
Acquisition
Costs
Customer
Lifetime
Value
Customer Lifetime Value (CLV):
The value of a customer to a company over the lifetime of a business
relationship
66% of consumers will stop spending
75% of consumers keep spending if the
if the effort is too high
customer experience is exceptional
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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Customer Effort Impact Study, Avaya, 2013
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6
Future Enablers of Customer Experience
Now and Beyond
Right Media,
Right Time
Enterprise wide
Engagement
Actionable Insight
1.
2.
Avaya and BT, The Autonomous Customer, 2013
Wall Street Journal, April, 2011
Customer Experience Drives Brand and Customer Lifetime Value
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7
How Will You Keep Pace?
Do I appreciate the impact customer experience could have
on my organization’s brand and bottom line?
Does my current enterprise Customer Experience Strategy
improve Net Promoter Scores and Customer Lifetime
Value?
Are my processes, people, culture connected to my
customer experience strategy?
Will my current technology enable the growth that I
need…?
Can I deliver a sustainable, growing ROI
from my customer experience investment?
How do I ensure that I constantly improve the customer
experience…?
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8
Why Avaya for Customer Experience Management?
Delivering Tomorrow’s Experience Today
Expertise and Best
Practice



#1 Market share globally (36%) 1
Leader in Gartner Contact Center Magic Quadrant1
Global partner ecosystem of industry and application
development specialists, backed by Avaya

Customer Lifetime Value underpins CEM solutions
– 97% of customers experiencing First Contact Resolution 2
– 84% of customers satisfied with service3
Positive Impact on
Business Results
– 3x improvement in sales4
– 30% headcount reduction while exceeding performance goals5


Proven, Reliable
Solutions for Today
and Tomorrow


1.
2.
3.
4.
5.
Solution to address current requirements and future growth
Proven Business Transformation and Customer Lifetime Value
frameworks
Avaya commitment: “Your Path, Your Pace, Your Choice”
Mission-critical reliability so you can sleep at night
Gartner, Magic Quadrant for Contact Center Infrastructure, WW, Drew Kraus, Geoff Johnson, Steve Blood, June, 2012
nTelos Case Study, 2012
ABN Amro Case Study, 2011
Malaysia Airlines Case Study, 2011
Wescom Credit Union Case Study, 2011
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9
Imagine…
Creating a Whole New Customer Experience…
For Each Customer, Every Time
Right Media,
Right Time
From Simple “Reaction”
…to Proactive, Dynamic,
Personalized Experience
“Customer Experience
Management;
From Silo’d Interactions…
Managing
customer relationships
as strategic
Enterprise
wide
…to Connected,
Alignedassets,
Engagement
converting satisfied customers
loyal customers,
Resources,toFunctions,
andtoProcesses
and loyal customers
brand advocates.”
Actionable
Insight
From Basic Understanding…
…to Knowing Preferences, Value,
Current Situation... and Acting on
It
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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10
Our Unique Approach
The Contextually Aware, Persistent Customer Experience
Application of All Relevant Context including
Information, Resources and Processes
Customer Sees One Company
Predict, Anticipate,
and Respond
Holistic, Personalized
Customer Experience
Company Sees One Customer
Connecting All Interactions
as a Seamless Experience
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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11
Avaya Customer Experience Management
... Addresses the Whole Customer Journey
Automated
web chat
support
Online or
mobile self
service
Purchase
Feel & Compare
Products
Select
Proactive
renewal
notification
Proactive
delivery
status update
Disconnect
Leaving
Breakdown
Damage
Chase
Order
Place an
Order
Maintain
Own
Buy
Troubleshoot
Upgrade
Receive and
Setup
Research
Interesting!
Find Out More!
Video kiosks
or video self
service
Use
Receive
Voice
biometrics
to identify /
verify
Automated
web chat
support
Promotion
Offer
Retain &
Win-back
Research
Products
Online or
mobile self
service
Renew
Promote
Proactive
promotion
notification
Learn to Use
Product
Routing to
‘best’ resource
Make
Payment
Callback
offer whilst
in queue
Onboard
Proactive
payment
notification
Automated
payment
processing
Two thirds of the customer journey happens AFTER the purchase
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12
Day in the Life Scenarios
Business Problems and Challenges
Increasing
Economic
Pressures
 Drive customer lifetime value?
 Reduce cost to serve and improve productivity?
 Simplify operations?
Changing
Patterns of
Customer Service
 Accommodate new modes of service?
 Improve customer satisfaction?
Increasing
Customer
Expectations
 Know and treat each customer individually?
 Tailor service to meet different needs?
Increasing
Competitive
Pressures
 Retain existing, and acquire new, customers?
 Innovate customer service and differentiate brand?
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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13
The Avaya Customer Experience Framework
Actionable Insights. Better Engagement. Superior Results.
Engagement
EXPERIENCE
Enterprise wide
1:1 Matching of Customers
to Resources using Contextual
Engagement
Awareness
PERFORMANCE
Actionable Insight
End to End, Scalable, Real Time Business Intelligence and Insight
MANAGEMENT
Right
Media, Right
INTERACTION
Time Customer
Connected, Intelligent, Persistent
Streamlined, Simplified, Business
Driven Management
DESIGN
Seamless, Connected Customer
Experience
Awareness
Persistent Conversation
Preserve Existing
Investments
Leverage Common,
Open, Connected
Platform
Layer on New
Capabilities
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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End to End Services
and Delivery Options
14
Avaya Customer Experience Framework
Connected to a Larger Ecosystem
Outsourcers
Supply Chain
Devices
EXPERIENCE MANAGEMENT
PERFORMANCE AND ANALYTICS
Your
Customers
MANAGEMENT
DESIGN
INTERACTION
Business
Applications
Business Processes
Contact
Center
Collaboration
Framework
Enterprise
Resources
Networking
Equipment
Open Framework to Connect with Avaya, Third Party and Competitive Solutions
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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15
Experience Layer
The Experience Management Platform
Personalized, Exceptional, Seamless
Customer Experience
Monitors Contextual Awareness to Understand
Your Customers, Your Resources, Your Business
Manages and Adapts Business Rules required to
achieve Target Customer Experience
Determines Next Best Action by applying Business
Rules to Contextual Awareness to achieve Target
Customer Experience
Executes Right Match of Resources to Each
Customer Across Right Media at The Right Time
Optimal Utilization of Resources
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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16
Performance Layer
The Avaya Performance Management Suite
Outstanding Business Performance
Real-Time Performance Platform - Real-time data collection,
consolidation and processing from CC and enterprise sources
leveraging data grid technology
Actionable Insight – Reporting and analytics modules
provide critical insights into customer experience and
business performance
Workforce Optimization - Suite of integrated WFO
applications providing end to end feedback, quality,
workforce management, coaching and training
Improved Customer Experience
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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17
Business Results Driven Technology Transformation
Key Phases of Evolution to Address Business Challenges
Enable
 Cost reduction and
footprint consolidation
 Build, optimize
platform for growth
EFFICIENCY
SIMPLICITY
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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Connect
 Evolve to connected,
shared services
model
 Enhance routing and
increase scale
PRODUCTIVITY
SYNERGY
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Engage
 Transform
customer experience
 Fully leverage
experience as a
strategic asset
DIFFERENTIATION
LOYALTY
18
Your Journey to a Superior Customer Experience
Avaya Can Help You Get There
Today
Transformation
Tomorrow
Program Management
Business
Strategy
People,
Culture and
Process
Technology
Strategy
Financial
Assessment
Continuous Improvement
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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19
Your Investment Lives On
Our Commitment “Your Path, Your Pace, Your Choice”
Technology
Protection
 No Rip and Replace
 Modular approach: leverage
existing, while
layering on new
Operations and
Services Protection
 Capabilities out the box
 Professional and partner
services
 Software as a Service and
Managed Services offers
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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Financial
Protection
 Software protection
program
 Software as a Service offers
20
The Customer, the Partner, and Avaya
Combining Strengths to Meet Customer Needs
Expert Team
Collaborating to
Support Customers
Delivers
 R&D investment,
best-in-class products
 Investment in relationship
management
 Value-added services
 Scale and experience
 Investment in vertical and
horizontal solutions
 Repository of best practices
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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Partner
 Local expertise and understanding
 Vertical, horizontal, technology, and
multivendor knowledge
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21
Our Promise
Delivering Tomorrow’s Customer Experience Today
Innovative, Market-Leading Ideas
Proven and Reliable Solutions
Business Results-Driven Focus
Your Path, Your Pace, Your Choice
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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22
Why data networking is so crucial…
“We need 1,000 more security
cameras up by Friday”
“Our financial transactions need to
be isolated by next week”
“We need to transfer a live server
instance now!”
“We need a scalable and
manageable BYOD deployment
ASAP”
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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23
1
9
2
8
7
What
if you
could…
6 5
3
4
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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1. Add HD video
surveillance and
multicast sites in
minutes
4. Deliver unified
access solutions
at the edge
7. Enable data
center continuity
within clicks
5. Enable Guest,
8. Reduce latency
2. Deploy services on
BYOD Access
and time to
the fly
control all at once
service in the data
center
3. Create unlimited
6. Increase and
separated services
with minimal effort
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monitor real-time 9. Deliver
Network quality
collaboration
applications in a
stack
24
Superior Service Separation
Use Case – PCI Compliance
 Must touch every
affected device
 Slower to
configure
 Must configure
core of network
 Dependent upon
maintenance
windows
New
Service
New
Service
 Edge-only
configuration
 Eliminate need for
maintenance
windows
 Mitigate core
configuration risk
 Full isolation
end-to-end
Competition’s
Interdependent
legacy protocols
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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25
Superior Virtual Networking
Use Case – Multi-Tenancy: Outsourcing
 Extremely
complicated
 Practically
un-scalable
 Error prone
 Static model
 Highly scalable
 Agile configuration
 Simple
troubleshooting
 Highly dynamic
Competition’s
Interdependent
legacy protocols
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26
Business Continuity
Even When an Entire Data Center is Lost
OTV / MPLS
 More tiers = more complexity and
weaker performance
 Still limited to 4096 VLANs
 Fabric cannot extend across long
distances;
 L2 only
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




#AvayaATF
2-Tier network design
Highly scalable
One technology end-to-end
With simple end-point provisioning
Multi-service – L2/ L3 virtualization
27
High-Performance Data Center
The 3 R’s, resiliency, resiliency and resiliency
Multi-Tier Legacy
Data Center Architecture
 Built for north-south traffic
 Additional tiers brings
complexity and cost
 Static model
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



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Highly scalable
Agile configuration
Simple troubleshooting
Optimized for east-west
traffic
28
Jean-Pierre Renaud
Technical Customer Experience Solutions Architect
Avaya WW Distinguished Solutions Engineering
jrenaud@avaya.com
© 2014 Avaya Inc. Avaya – Confidential & Proprietary
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BEST OF ATF
SPEAKER AND TEAM AWARD
BE SURE TO
TWEET YOUR FEEDBACK
ON THIS PRESENTATION
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Winners will be announced at closing of event
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30
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