Mona McBroom v. Howard Kirtley McBroom : Defendant's Reply ...
GT KY DGS 15 Presentation - Mobility - Better Ways to Service Citizens and Staff - McBroom
description
Transcript of GT KY DGS 15 Presentation - Mobility - Better Ways to Service Citizens and Staff - McBroom
Presenter:Matthew McBroomAvaya Systems Engineer
Mobility:Better Ways to Service Citizens and Staff
© 2015 Avaya Inc. All rights reserved. 22
Areas of Discussion
Proactive Communication
Mobile Applications
Callbacks
Event Notification
Team Engagement for a Mobile Workforce
© 2015 Avaya Inc. All rights reserved. 3
Customer Expectations have Changed
Customers Expect Personalized, Proactive, Easy Engagement
of consumers expect unique treatment, contacted in a way they
want, with offers tailored to them
Source: Avaya Customer Experience Global Research, March 2014
of consumers claim they are using a wider variety of ways to engage with companies in
last 12 mo
of consumers expect companies to notify them in advance of
problemsBut…
of organizations cannot deliver a completely blended customer
experience automatically and in real time
© 2015 Avaya Inc. All rights reserved. 4
Customer Choice of Channel is Expanding
Sources: Avaya Customer Experience Management Guidebook 20131 The Autonomous Customer 2013, BT and Avaya, Feb 20132 Webtorials Editorial/Analyst Division
77%72%
64% 59%
23% 20%14% 5%
5%
Voice Email Face-to-Face
in storeWeb Chat
Mobile
AppVideo
Social
Media
Whether they contact you or you proactively contact them, your customers want to be served through their channel of choice
40%1
Self-serve
SMS2
© 2015 Avaya Inc. All rights reserved. 5
Market
Growth
Traditional
• Collections
Proactive Outreach
• Collections
• Telemarketing
• Customer Service
• Appointment reminders
• Surveys
• Loyalty Calling
• Automated Agents
• SMS
Traditional +
• Collections
• Telemarketing
• Welcome Calls
• Winbacks
Mid-late 1980’s 1990’s 2000’s
Evolution of Outbound CommunicationFrom Dialing to Proactive Customer Care across Multi-Channels
© 2015 Avaya Inc. All rights reserved. 6
Email, SMS, and/or Phone
Allowing escalation to an agent as necessary
Contact Center
Agent
Multi-Channel Outbound CommunicationProviding information via a customers channel of choice
© 2015 Avaya Inc. All rights reserved. 7
Mobile Apps w/VideoWebRTC
Main app screen Waiting in queue On call with agent
© 2015 Avaya Inc. All rights reserved. 88
Offering Customers Callbacks
Giving callers control of their interactions
When you offer callers the option to get a callback, you can allow them to decide to…
Get a callback when an agent becomes available
Schedule a callback
Or stay on hold
© 2015 Avaya Inc. All rights reserved. 9
Improving User Experience in Self Service
Callback Functionality on a Mobile Device
Technical Support
Type of Issue
Description of Problem
Request a Callback
© 2015 Avaya Inc. All rights reserved. 10
Providing Event Notification
Natural Threats Physical SecurityPublic Safety
IT IncidentManagement
Mission Critical Events
Business Continuity
© 2015 Avaya Inc. All rights reserved. 11
Providing Enterprise capabilities with consumer style engagement in a single
experience:
• Enterprise Voice – supporting mission critical voice services, ensuring
people can talk when and how they desire
• Persistent Multimedia Messaging – providing a social style
conversation hub, with rich multimedia and multiparty capabilities
• Rich Presence – making it easy to determine availability and
reachability of your contacts
• Integrated Video Collaboration with Interactive Content Sharing –
making remote team members just as effective as face to face meetings
Work-flow optimized user experience
• Dynamic and contextual information, brought into the communication
with the right engagement tools enables the user to make their
interactions more effective
Supported Across a Full Range of Platforms
• Windows, Mac, iOS (iPhone / iPad), Android
Team Engagement for a Mobile Work-Force
© 2015 Avaya Inc. All rights reserved. 12
3.9 devices
per user*
* Gartner: Top Trends and Technologies to Impact IT over the next Five Years, Jan 2015
Desk / Hoteling Phone
TabletLaptop/DesktopSmartphone
Home Office
Team Engagement via Device of Choice
To connect from your computer or mobile device, go to
http://scopia.avaya.com/scopia?ID=130012484477357
If you are using an iPhone, you can use this speed dial link: 15132288620,,,,130012484477357#,,,,#
To connect from a phone, please dial
+1(513)228-8620 and enter the
Meeting ID: 130012484477357