Sensiple-Customer Experience Solutions-3.0
-
Upload
devasena-hariharan -
Category
Documents
-
view
47 -
download
1
Transcript of Sensiple-Customer Experience Solutions-3.0
Our Offices
USA - NJ
Plot No: 9/A15, SIPCOT IT Park Padur Post Siruseri, Tamil Nadu 603 103, India Phone : +91 44 4741 9000 Fax : +91 44 4741 9100
662, Woodlands Ring Road, #5-226 Singapore 730 662 Phone : 65 6279 1053
USA – OMAHA
13011 Scott St Omaha, NE 68142 Phone : 402 505 7790 Fax : 402 505 7798
1000 Route 9 North, Suite 303 Woodbridge, NJ 07095 Phone : 732 283 0801 Fax : 732 283 0489 Fax : 732 283 3775
INDIA SINGAPORE
15 years
Sensiple – Customer Experience Presentation
2
Sensiple Customer Experience Agenda
Customer Experience Challenges
Personalizing the Customer Journey
Orchestrated Customer Experience
Customer Success Stories
Sensiple Facts
1999 Founded in US
10+
Domain Experience
400+ Domain / Tech
Experts
ISO 9001:2008
Quality Excellence
3+ Proprietary
Products
3 Continents –
Customer Presence
Catering to customers around the world through a Global
network of offices at Strategic locations
Omaha
New Jersey
India
Singapore
Sensiple is a global provider of Unified Self Service Solutions, Contact Center and Customer Experience solutions in web, mobile and IVR. Over the last 14 years, we have been redefining
customer experience for millions of people.
49%
of Business believe customers will switch brands due to poor CX
But….
89%
of customers say they have switched because of poor CX
86% of customers say they are already paying
While..
CX Challenges
44%
Of Business believe customers are willing to pay for great CX
Source: Oracle OpenWorld’s Insight on Customer Experience
The Perception Chasm: Business and Customers are Worlds Apart
Customer expect client to know them and personalized interaction
to meet expectation
Many Business.. just getting started with a formal CX initiative
Social media: A Key Trend Driving CX, but many Businesses are
Playing Catch Up in CX
Inflexible technology, siloed organizations and systems, limited
budget, and inability to measure performance hinder successes
Self-service failings, high abandoned rates, long hold times,
repeating information, transfers, missed promises and
unnecessary repeat interactions
Transforming Customer Experience to drive loyalty and Increase Revenue
Sensiple’s Customer Experience Framework evolves on these principles:
Business Intelligent Mapping: capturing customers’ experiences throughout the engagement life cycle
Orchestrating Customer Experience: Combining customer feedback, data customer attributes and contact center interactions to provide holistic assessment of customer experience
Financial Impact analysis: to enable the client to prioritize areas of focus- targeting profitable customer segments, loyalty programs, technological and people investments.
Personalizing the Customer Journey
Business Drivers
To Increase Revenue
Competitive Advantage
Process Drivers
Unifying Operations
Integrating CRM
Automation through real time analytics
People Drivers
Increasing Agent Productivity
Aligning Agent
Technology Drivers
Multi-Channel Integration
Migration to Speech Applications
Proactive Services
Backend Integration
Customer Experience
Business Transformation
Customer Experience Maturity Model C
om
mo
n S
itu
atio
n
Siloed Touchpoints and Channels
Multivendor technology infrastructure
FCR is low due to sub optimal agent assignment
Fragmented analytics giving partial views
Self-service not effective leading to channel switching
Tou
ch p
oin
t C
X O
pti
miz
atio
n
Improved self-service
Optimal Agent Routing
Agent Scripting
FCR improvement
Speech analytics for voice-centric contact centers
Comprehensive single view analytics
Workforce Optimization enacted
Mu
ltic
han
nel
Op
tim
izat
ion
Addition of multiple channels to same touchpoint
Customer context shared across channels
Agent with blended channel work schedules
Soft channel switching without loss of context
Self-service context passed to agents
Journey redesign for optimal results Streamlined journeys leveraging proactice notifications and live communications Journey-specific experiences delivered across touchpoints
Jou
rney
Op
tim
izat
ion
Time
Feat
ure
Creation of Customer
Experience Framework
Synthesize
Building Framework
Helpdesk ESM CRM
Multi Channel Interaction
Self Service
Multichannel Contact Center
24X7 Support
Omni-Channel Self-Service
Optimize Self Service
IVR Analytics
Continuous Improvement to be Industry
Leader
Modernize
Knowledge Management
Omni-Channel Customer Interactions
Consulting VOC/NPS
Contact Center
Analytics
Personalize Interaction Wow your Customer
Context based Interaction
Intelligent Virtual Agent
Predictive Analytics
Data Driven & Proactive Customer
Interaction
Personalize
Interaction Analytics
Orchestrated Customer Experiences
WFM/QM
Unified Communication
Voice Biometric Identity
Consulting & Implementation
• CX strategy Roadmap
• Benchmarking & Optimization
• Technology Transformation
• Implementation of CX roadmap
Managed Services
• Application Management Support
• Operation Management Support
• Hosted Services
• Multi-Channel Support
Analytics
• IVR Analytics
• Speech Analytics
• Customer Analytics
• Interaction Analytics
• Predictive Analytics
Contact Center
• Technology Services
• Implementation Services
• Integration Services
• Operation Services
Biometrics
• Biometrics Consulting
• Self Service Password Reset
• Biometric Integration
• VAaaS(Voice as an Authentication Services)
CX Solutions
• Proactive Notification
• Voice of Customer(VoC)
• Cloud Contact Center
• Virtual Assistant
• MS Lync adaptors for Helpdesks, Support Desks & Contact Centers
Solutions across the key business functions
Sensiple CX Services at a Glance
100+ Projects Implemented
30+ Customers
4 Continents
14+ Years of experience
10 Mn+ End Customers
Impacted
Why Sensiple– Metricize your ROI Why Sensiple
9
Strong Customer Experience
400+ Global Workforce
100 + Certified CX Resources
25+ CX Skill sets
12+ CX Domain Experience
2 Mn+ Hours of CX Consulting
Experience
Skilled CX Workforce Six “Sensible & Simple” reasons to work with Sensiple
Sensiple helps every aspect of their Customer Experience transformation and quantify results delivered
Handling Millions of transactions across the world
Relentless Innovation
Track Record of Partnerships
Relating to Customers
Customer Experience company
We've designed, built and managed over 100’s of customer experience projects around the globe
Our solutions handle millions of transactions every day across various verticals
Metrics driven delivery
Metrics driven Delivery
Leveraging best practices and innovation to deliver tangible hard and soft savings.
Extensive history of partnerships multiple vendors to build solution to meet customer need
Use definitive business logic to deliver a distinctive customer experience
Delivering solutions to customers through a metrics driven delivery model that helps customer’s measure value and see benefits
10
Helped a leading Advertising agency improve lead count by 30%, by embracing Cloud based Self Service IVR
solution
Largest water company in England & Wales, Sensiple’s Self Service Solution, reduced average handling time reduction of 20 seconds per call
For a leading Caribbean Telecom Provider, helped to create a system to handle its 130mn calls and reduced contact centre costs by 15%. Achieved a cost-based payback with the first two years
And we are growing Stronger day by day….
Fortune 500 Company saves $21.9 M over 5 years, through Sensiple’s Strategic Consulting
11
Customer Engagements lasting more than 10 years~ Preferred technology Partner for NASDAQ
listed Telecommunications
Provider
Helping Community health
organizations embrace High-Tech security
Working towards a Health 2020 vision & using technology to improve patient care for citizens in
APAC countries
Deployed Speech Recognition IVR to a F500 US diversified
bank, across its branches all over US and in 2 continents
Strategic Customer Experience
Assessment for F500 & F100 companies
Trusted Relationship Futuristic End-to-End Solution Innovation
Our relationships are centered on these values….
Large Deployment Thought Leadership
Our Clients Speak for Us
”
The whole team has been fantastic, very committed, dedicated and professional. It was a great experience.
“
- Leading provider of self-service automation solutions
”
“
- Leader in IVR platforms and IVR hosting
“
”
The team really worked well with us to hit the timelines as closely as possible, resolved issues quickly, etc. It’s been a pleasure working with the team.
- Provider of on Demand Solutions for Voice Recognition
Applications
“
”
“
”
Sensiple hugely contributed in implementing CIGNA voice solution on time with quality.
Sensiple on-site, off shore combination used in our VXML Confirmation Certification project crunched the project timeline. We appreciate the long hours and extreme dedication demonstrated by the team for accomplishing this critical project.
- America's premier provider of outsourced communication solutions
I am writing to let you know that the PA LATAM project that you tested moved into production earlier this week. The team did an excellent job of testing the application. We handed off a clean and accurate application to the customer. - Top-tier partner to the leading speech and contact center
vendors
13
Technology Competencies
Voice Technologies VXML, SALT, GRXML, CCXML, SSML
ASR / TTS Nuance, Real speak, Telsima, Loquendo
Voice Biometrics engine AGNITIO, ArmorVox, Nuance
Voice Platform HollyConnects, Avaya Voice Portal, Genesys Voice Portal, Voice
Genie, Tellme, Voxeo, MS Speech Server
Languages Java, J2EE, .Net, PHP, TCL, Perl
Databases Oracle, MS SQL server, Informix, MySQL, Phoenix
Contact Center & CTI Genesys, Avaya, Nortel, Genesys CIM, Genesys WFM, Genesys URS,
Genesys OCS
Tools Audium, Avaya Dialog Designer, IR Designer, Genesys Composer &
Genesys Studio
ALL RIGHTS RESERVED 2014 - SENSIPLE
Our Offices
USA - NJ Plot No: 9/A15, SIPCOT IT Park Padur Post Siruseri, Tamil Nadu 603 103, India Phone : +91 44 4741 9000 Fax : +91 44 4741 9100
662, Woodlands Ring Road, #5-226 Singapore 730 662 Phone : 65 6279 1053
USA – OMAHA
13011 Scott St Omaha, NE 68142 Phone : 402 505 7790 Fax : 402 505 7798
1000 Route 9 North, Suite 303 Woodbridge, NJ 07095 Phone : 732 283 0801 Fax : 732 283 0489 Fax : 732 283 3775
INDIA SINGAPORE
Thank You