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The Future of Customer Service Experience

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The FuTure oF

CusTomer serviCe experienCe

Delighting Customers

empowering Agents

(2)
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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.

(4)

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

(5)

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.

(6)

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.

(7)

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..

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Points Required : 2500

Use the High Speed Pen Drive for data transefer.

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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%.

(8)

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

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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

(10)

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.

(11)

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.

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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

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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!

(14)

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

(15)

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.

(16)

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?

(17)

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

(18)

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?

(19)

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

(20)

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

(21)

Differentiated capabilities:

Self-care

Loyalty management

Context-passing

Unified dashboard

Expert connect

Service analytics

(22)

Want to experience it?

edgeverve@edgeverve.com www.edgeverve.com/assistedge
(23)
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EdgeVerve 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

References

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