© RightNow Technologies, Inc.
Using Knowledge as a Key
Differentiator in the Voice Solution
May 2011
Karen Torf, Product Manager, Voice
End to End Contact Center
Easily capture, track, and respond to customer inquiries across channels
- Phone, web, email, chat, social media, mobile
End to End Case (Incident) Management Complete, central view of customer
information across service, marketing, and sales
Unification of disparate enterprise data Seamless escalation from self-service to assisted channels
Opportunity: Voice is the Critical Channel
The phone remains the primary customer interaction channel –
over 83% of all interactions with contact centers
Your Voice Channel Experience IS setting your Brand Experience
with your customers
ContactBabel, “The US Contact Center Decision-Maker’s Guide,” 3rdedition –
What is the worst experience you had calling into an IVR
system?
•
Are they always easy to understand?
•
You never have to repeat information, right?
•
They know how you prefer to interact with the system?
And the number 1 reason customers hate most IVR systems?
You can’t find a live human (or alien)
being to talk to about your problem
no matter how many times you press 0.
Sounds like a science fiction story right?
But how would you feel…..
• If the IVR recognized that you had an open incident and therefore
routed you directly to the right agent to assist?
• What if the IVR knew you ordered a product and asked you if you were
calling about status instead of making you go through all the menus to get status?
• What if the menu was dynamically altered to only choices relevant to
you?
• What if it was so easy,
you would rather NOT
have to wait and talk to an agent?
Could people start liking IVRs?
The Voice Experience Opportunity
Traditional Voice Automation (IVR) Focus & Characteristics:
• For service-related calls
• Point solutions - separate, siloed • For automation and call deflection • Touch-tone based • 95+% on premise • No personalization Results: • Frustrated customers • Poor reputation
• Low customer satisfaction • Low usage
• Poor business results
YESTERDAY’S TECHNOLOGY
Voice-Enabled Customer Experience Focus & Characteristics:
• Voice a key part of an integrated, multi-channel customer interaction strategy • Identifying the caller, understanding their
intent, getting them to the best resource • Viewing automation as a route point, not the
primary KPI
• Cloud delivery model
Results:
• Meaningful personalization for each caller • Strengthens customer relationships
• Balances service quality with ROI • Increased customer satisfaction • Improved business results
Voice-Enabled Customer Experience
Fully integrated within multi-channel CX environment
Branding your Voice Experience
How do you deliver a unified, personalized and branded
customer experience?
Using knowledge behind the Voice channel…
-Intelligently Identifying who is calling
-Dynamically Segmenting based on the knowledge of customer
-Effectively Routing to the most appropriate agent queue or
self-service application that provides the best experience
End to End Example
-APPLICATIONS IMPLEMENTED:
One Number Routing
Voice Knowledge Management
RESULTS:
70% Voice automation
Monthly savings ≈ $240,000 ROI < 90 days
Check out the Demo Video on RightNow.com
Best Practices – Using Knowledge
Use the Knowledge you have about the customer to tailor the IVR experience to match the customers needs
Let the knowledge you have about your customers the roots for interactions.
Use contact information (knowledge) to identify caller
Integrate with product registration and/or Order Management System to know what this contact recently purchased
• Dynamically predicted the reason calling
• Automated troubleshooting capabilities
(Knowledge)
• Used contact record information to
Why is this Important?
Increased Customer Satisfaction
Increase self-service rates
Turn your call center from a customer avoidance tool
to a strategic customer engagement tool
Reduce Agent handle times by providing knowledge
of the customer with the call
Deliver operational efficiencies while communicating
policy consistently across your organization (through
a single knowledge foundation)
Putting It All Together:
Voice Contact Management
Description:
Automatically identify, capture, and display contact information on calls routed to agent
Key Capabilities:
Prioritize and route calls based on caller value Alert existing contacts of information
pertinent to their account
Create new and update existing contact records
Standard integration to TargusInfo for reverse phone number lookups
Why it Matters:
Personalize the caller experience by
automatically providing relevant information No need for customer to repeat their contact information to agent
Reduces call handle time Contact Center Skill 1
VEM
Contact Center Skill 2
Based on your phone number, I see you have an open incident, let me transfer you to a specialist…
© RightNow Technologies, Inc.
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