The FuTure oF
CusTomer serviCe experienCe
Delighting Customers
empowering Agents
For most customer service leaders, enhancing contact
center effectiveness and delivering a consistent service
experience are top priorities.
However, most customer service leaders are grappling
with challenges like accelerating self-help adoption,
delivering an integrated cross-channel experience,
providing single-window customer view to agents,
and evolving contact centers from problem solvers to
revenue enhancers. Existing solutions, only address point
problems.
What you need is a solution that provides an integrated
service experience to both agents and customers.
Integrated Service Experience
Enhanced Agent Productivity
Accelerated Business Value
AssistEdge is the
first customer
service product for
contact centers
that delivers
an integrated
cross-channel
experience
Our unique context-passing capability and patented self-help technology provided in an intuitive dashboard enhances agent productivity by 25% while delivering a superior customer experience. Enterprises using AssistEdge have realized payback in as little as 3 months.
Provide accurate, complete and reliable
customer self-help options
Studies show that more than 70% customers want to use self-help but only about 30% actually do. What you need is a comprehensive and predictive self-help solution so customers can solve issues on their own.
The benefits: happier customers, and less traffic to your contact center.
Home Self Troubleshooting Rewards & Redemption My Dashboard KM Self Troubleshooting
Domains Technical
Unable to send SMS from BlackBerry
Mobile Apps not working
Unable to reset or change password in BlackBerry
Internet connection issues with mobile broadband
Frequently Occurring Issues Go Click to Call Click to Chat Discussion Forum Click to Email Raise a Request Social media videos Troubleshooting Steps
Step 1
Unable to send SMS from BlackBerry?
Yes No
Real-Time Expertise Manager
Copyright ©2014 EdgeVerve Systems Limited
Home Self Troubleshooting Rewards & Redemption My Dashboard KM
Welcome Sharon | FAQs | | Interactive Self-Care
Rewards & Redemption
View Transaction History
Sharon Michael
Customer Id : 242167262 Tier : Gold Point : 2265
Promotional Messages
2030 : Talk Freely while you roam
Points Required : 2500
Avail national roaming worth 100 minutes free just by increasing your Long Distance Call to 600 minutes per month!
2055 : Bluetooth WiFi
Points Required : 5500
Bluetooth and Wi-Fi. Just choose the wireless solution that works for you. Along with the traditional USB port ,designed for helping your media on the go.
2
Points Required : 1500
Includes embroidered team badge and logo with soccer screened sponsor logo at center chest. 100% polyester.
F
2007 : Digital Camera
Points Required : 5000
-sional photographer, DSLR puts the most complete camera system in your hands. With leading optical technology, over 60 lenses to match and limitless upgrading..
2378 : Edge Pen Drive
Points Required : 2500
Use the High Speed Pen Drive for data transefer.
2379 : CyberShotx
Points Required : 3000
Style meets substance in every CyberShotx. A perfect match to your lifestyle, the CyberShotx features sleek modern curves in a palette of fashionable colours while
Copyright ©2014 EdgeVerve Systems Limited
Our patented self-care technology guides customers step-by-step using an interactive text, visual and video-based resolution mechanism. It also offers recommendations from relevant social forums and communities. And when your customers successfully resolve their issues, you can reward them with points they can redeem.
In fact, our self-care capability has helped reduce call volumes by as much as 25%.
Customers get frustrated when they have to repeat their issues – whether it’s speaking to different agents, or going through the same process on IVR and chat. It is no wonder that over 40% of customers cite this as the most annoying aspect of customer service.
Here’s a thought: if your customer started resolving an issue through self-help and then contacts your agent, can they pick up where the customer left off? Now that’s an integrated service experience.
Provide customers a seamless service
experience across channels
Our context-passing capability captures customer interaction history every time – across service channels such as email, chat, phone, social, etc. These are integrated, sequenced and presented to the agent in a single-window view.
So, if your customer is on self-help and they click to call or chat with an agent, then our unique context-passing capability passes the interaction context for the agent to take it from that point.
Now, who says that customers have to repeat their issues each time!!!
Home Administration Reports Artifacts Raise Queries Solve Queries Live Dashboard Configuration
Send 0/4000 Audio Call Video Call Sharon Forward Chat Screen Share Email this Chat End Chat
Paul 0:28 Paul: Yes Ms. Michael, I see that you have
a problem with your bill. Can you please explain the same to me? 20-Dec-2012 12:58:41 PM 20-Dec-2012 12:58:41 PM
Paul: OK
20-Dec-2012 12:59:22PM Sharon: I have been charged $15 extra for data in this month. 20-Dec-2012 12:59:18 PM
Calling Paul Video Chat: Call established with Paul
Sharon / 00:02:58 Video Call Departments End Call File Upload Canned Messages Encrypt Message Draft Message Mode
Session Info Suggestions Customer Name : Sharon Michael Department : Bills and Payments Customer ID : 24216762 Phone number : +1 6462543100 Last Bill Amount : $67.00 ViewBill More Info View Virtual Guide Transcript
Plan Number : ORD1234567 Primary Plan Name : Unlimited 499 Balance Data : N/A
Plan Info
Ticket No. T2345677 : Billing Adjustments for incorrect order Ticket No. T3454678 Consumer premises equipment is malfunctioning. Please replace
Ticket Info
Chat Email
Real-Time Expertise Manager Hi Paul_Smith | FAQs | | |Status: Available
01 03
Copyright ©2014 EdgeVerve Systems Limited Home Self Troubleshooting Rewards & Redemption My Dashboard KM
Self Troubleshooting
Frequently Occurring Issues Domains
Unable to send SMS from BlackBerry
Mobile Apps not working
Unable to reset or change password in BlackBerry
Internet connection issues with mobile broadband
Technical Go
Unable to send SMS from BlackBerry? Yes Did an 'X' appear beside the message indicating it is not sent? Yes 242167262 Sharon Michael 1341 Technical Session info Duration 00:00:06 Customer ID Work Group Scenario ID Customer Name Step Name Troubleshooting Steps
Step 1 Step 2 Step 3 Is a packet error displayed when you open unsent SMS?
Yes No
Welcome Sharon | FAQs | | Real-Time Expertise Manager
Give agents a unified view of the
customer’s service history
Unified
Do your agents toggle between 15 different applications for information about the customer’s previous interactions? If they do, their productivity is affected. Can they get all the information about customer preferences in a single click? If they don’t, how will they deliver a memorable and truly ‘personalized’ experience?
What agents really need is a unified view of the customer, with access to the complete history of customer interactions across channels – phone, chat, IVR, email, Twitter, and more.
Real-Time Expertise Manager
HiPaul_Smith
Copyright ©2014 EdgeVerve Systems Limited
Menu
105 GoGo
Summary SBCS Ticketing Billing CRM Checklist Go To Click to Chat Time Tracker My Msgs Provisioning Notepad
Ticketing System Search Request ID Request ID 105 Order ID 1256790 Telephone Number 646 254 3100 Entity field SMS Priority Medium Assigned To Paul_Smith Critical Date 12/22/2012 Activity Name Update dispatch ticket-CPI
VOIP No
Admin group Technical Exception description SMS delivery issue
Case ID
Create Date 12/18/2012 Customer ID 242167262 Order Type Wireless Contact details 646 254 3100 Request Type Service State NY Due Date 12/22/2012 Ticket Status In Progress Closing Time Packaging Method Manual Closing Comments
Save Reset Close
Online Order Number Start Date Telephone Number 646 254 3100 1256790 12/18/2012 Ticketing Customer Name Credit Score Request Status CBR Sharon Michael 15000 In Progress 025-951-6569 CRM Current Time Remaining Time 00:00:05 00:02:24 Time Tracker Due Date Credit Limit Outstanding Amount Monthly Rate Last Bill Paid False
12/22/2012 $160
157.56 141.22 Billing
Expand All Collapse All
Expand All Collapse All
Our Unified Service Dashboard aggregates information, non-intrusively, from disparate sources (e.g., CRM, Billing, Social Media, etc.) and provides an integrated view on the agent’s dashboard. Agents also get proactive recommendations on solutions from internal systems and external social media sources.
In fact, we have been able to pull information from over 50 applications for agents in a single window.
What happens when you have a customer talking to an agent about their issue and the agent doesn’t know enough about it? That’s a recipe for disaster. But, you also have experts who know all about the problem. However, locating them takes time. So, it’s no wonder studies show that it takes three calls to resolve a customer issue. What you need is a smart way to automatically locate and route conversations to the right expert – the first time.
Connect customers to the right expert, faster!
Smart
My Dashboard Raise Queries Solve Queries Artifacts
Real-Time Expertise Manager
Search
Suggestions
Documents Videos Others Billing Team + Adjustment
Found 4 result for “Billing Team + Adjustment” Adjustment codes.doc How to do adjustments.doc Tips on adjustments.doc Sample adjustments.doc Send 0/4000
Audio Call Video Call Sharon Forward Chat Screen Share Email this Chat End Chat
Paul Paul: Hi Jake, My customer has an issue in her bill. Can you please raise an adjustment of $10.00 on her account?
20-Dec-2012 12:58:41 PM
Paul: Thank you very much for the quick help
20-Dec-2012 12:59:22PM
Jake: Yes, putting the adjustments in now
20-Dec-2012 12:59:18 PM
Sharon / 00:02:58 Raise a new Query
File Upload Canned Messages
Encrypt Message
Hi Paul_Smith | FAQs | | |Status: Available
Chat 01 Email00
00
Copyright ©2014 EdgeVerve Systems Limited
Our intelligent routing algorithm analyzes the context of your customer interaction and directs it to the right expert based on skill, geography, priority, workload and other business rules.
The outcome: Increased first call resolution and reduced average call handling time.
We have helped companies save as much as $35million. We can do the same for you!
Enterprise contact centers are largely perceived to be cost-centers. Industry data shows that for every successful issue closure, there is a 20% increase in cross-sell rate.
But cross-selling will increase when two things happen. One, when agents resolve issues faster so that the customer is more receptive. Two, when agents have more information about the customer’s service and transaction history.
Empower agents to be revenue-enhancers,
and not just problem-solvers
Real-Time Expertise Manager
HiPaul_Smith Menu
105 GoGo
Recommended Best Plan Generate Chart Reports
Customer Account Number 242167262
Customer Name Sharon Michael
Recommendation Date 2013-01-09
1 HAC1111 One World Plan 12.96
2 HAC3000 One Rate Plan 11.86
3 HAC800 Triple Pack Plan 10.75
Based on the usage pattern following calling plans can be recommended to Sharon Serial No Plan ID Plan Name Plan Savings(%)
Summary SBCS CSA Billing CRM Checklist Go To Click to Chat Time Tracker My Msgs Provisioning Notepad
Online Order Number Start Date Telephone Number 646 254 3100 1256790 12/18/2012 Ticketing Customer Name Credit Score Request Status CBR Sharon Michael 15000 In Progress 025-951-6569 CRM Current Time Remaining Time 00:00:05 00:02:24 Time Tracker Due Date Credit Limit Outstanding Amount Monthly Rate Last Bill Paid False
12/22/2012 $160
157.56 141.22 Billing
Expand All Collapse All
Expand All Collapse All Copyright ©2014 EdgeVerve Systems Limited
With our analytical capabilities, agents get a unified view of service history, transaction history and social preferences. Using features like customer sentiment tracking and up-sell/cross-sell recommendations, your agents move from merely solving problems to driving sales.
Improve contact center performance with
real-time insights
Real-time
You probably have performance dashboards. But do they give your supervisors a real-time view of parameters like call categories, agent availability, SLA adherence or queue management?
Can your executives make better decisions on workforce optimization and monitor process compliance?
Our supervisor dashboard empowers contact center managers to monitor and optimize the workforce in real-time. For example, they can view the queue that has the highest call volume in a particular period and assign agents accordingly. It also helps them monitor and comply with SLAs.
The benefit: reduced customer wait time and improved agent productivity. Current Status Workgroup Technical Support VAS Team Metrics No of Chats Time SME Staffing No of Chats Time SME Staffing Response Time SME Availability Chat Trend 140 120 100 80 60 40 20 0 N o of Chats H istorical Current 0:00 2:00 4:00 6:00 8:00 10:00 12:00 14:00 16:00 18:00 20:00 22:00 24:00 Time Copyright ©2014 EdgeVerve Systems Limited
Admin Solve Queries Reports Review Live Dashboard Admin Chat History Artifacts Enhanced Dashboard
Welcome Paul Smith | FAQs | | |Status: Busy Real-Time Expertise Manager
If you want to transform customer service this year, don’t get stuck with an application that gives you returns 24 months down the line. Choose an application that has proved itself on multiple processes and can deliver strong returns in a few months.
Evaluate your applications: how fast are
you seeing returns?
We have delivered some compelling
business results for enterprises worldwide.
Deployed in 350+ contact centers across 40 countries
100,000+ agents and technicians; 12+ million
interactions per year
~50% reduction in Average Handling Time
ROI realized within 6 months
Complete process ownership – product, services, BPO Rich customer service experience
Proven business value – payback in as little as 3 months Integrated experience – customers, agents, enterprises Flexible deployment – on-premise, hosted private cloud
Differentiated capabilities:
Self-care
Loyalty management
Context-passing
Unified dashboard
Expert connect
Service analytics
Want to experience it?
edgeverve@edgeverve.com www.edgeverve.com/assistedgeEdgeVerve Systems Limited is a wholly owned subsidiary of Infosys Limited. We help global corporations sense, influence, fulfil and serve the needs of digital consumers and leverage the potential of their business ecosystems. We define, develop and operate innovative cloud hosted business platforms and software About EdgeVerve