The Four Facets of Customer...

The Four Facets of Customer Engagement

Communications Solutions Integrator

Corporate Overview


Founded in 1983 by current directors

Strong Balance Sheet with no debt

Consistent Profitable Growth

Prestigious Customer Base

Dedicated and Loyal Team

Ethos of Customer Care


Unified Communications

and Enterprise Telephony

Multi-Channel

Contact Centres

Network Connectivity

and Security

Unified Communications and

Enterprise Telephony

Flexibility, mobility and better collaboration across your organisation -and with your clients

OpenTouch

Voice and video calls, presence, instant messaging, mobility and collaboration

The converged multi-media communications suite from Alcatel-Lucent

Managed Services and Enterprise applications from the Cloud

Enabling your customers to engage with you over their preferred media

Multi- Channel

Contact CentresImproved agent engagement to increase customer satisfaction levels

Easy access to expertise for better first-call resolution

Resilience, Quality Control, Management and Reporting

Wired and wireless infrastructure to underpin all connectivity

Intrusion and threat prevention that protects assets, resources and reputations

Fast and intelligent networking to support all your communications

Network Connectivity

and Security


From initial needs assessment and

data collection through to

comprehensive design

Ensuring your solution

continues to deliver value right

from the start

Project Management

Complete orchestration of all

stakeholders to deliver the desired

outcome every time

Integration and SupportDesign and Consultancy

Dixons Stores Group Swinton Insurance

Halfords Stores Group

18 year relationship

700 stores

17 main office sites

26,000 telephony users

35,000 cabling outlets

3,000 contact centre agents

Store refurbs and MACS

Cabling, telephony and CC

National support


650 branches

22,000 cabling outlets

Cabling, telephony and CC

National support


600 stores

50 cabling outlets per

store

Cabling and telephony

National support


90 branches

5400 cabling outlets

Cabling and telephony,

national support

Nationwide Crash Repair

High Street / Branch Networks

References by

Vertical Market

References by

Vertical Market

Education

Bournville College

New build with 6,000 CAT6a

Stringent H&S criteria

Hostile environment

Walsall College

Over 7,000 CAT6 ends

Full Wi-Fi data network

Complete voice solution

Complete AV solution

Public Sector

Warwickshire County


5,500 telephony users

Telephony and cabling

across Warwickshire

Leicestershire & Northants

Police Forces

4 year relationship

4,000 User Skype for

Business Deployment

Including Blue Light

References by

Vertical Market

Automotive

Volvo Truck and Bus


15,000 end-points

110 sites across UK

Audi City

Cabling and network

infrastructure for flagship

London showroom

6 year relationship

Locations throughout

the UK

Cabling and network

infrastructure supporting

smarter working initiative

Jaguar LandRoverAston Martin

4 year relationship

Main Manufacturing Site

Networking and WiFi

infrastructure

References by

Vertical Market

Futures Housing

Selected from 65 bidders

Skype for Business, Enghouse

and Orchard solution

350 users with 35 seat

Enghouse multimedia CC

Impressed by entire Amillan

team

ForViva Housing

Successful tender win

Enghouse multimedia CC on

Avaya telephony platform

30 Contact Centre agents

Agent analytics and WFM

applications

Social Housing

Yorkshire Housing

350 user telephony, contact

centre and networking

solution

Allowed rationalisation and

restructuring of organisation

New Head Office

Complex Project

Management

Yorkshire Housing

Trent and Dove Housing

300 user telephony, contact

centre and networking solution

Strong advocate and reference

for Amillan

Significant performance gains

References by

Vertical Market

Technology

Aston Martin

Networking infrastructure

Wi-Fi environment

Room meeting solutions

Imagination Technologies

4 year relationship

Global Support

New data centres fit-out

Wired and wi-fi infrastructure

Skype for Business now

being deployed globally

Trend Micro

7 Year relationship

EMEA deployment and

support program on

voice and UC

AELTC Wimbledon

19 years as key partner

8 years as sole contractor

Time-critical projects

Engineers on site

Support during

championships

Edgbaston Cricket Club

2,000+ end-points

Cabling, Wi-Fi data

networking and complete

AV solution

Stadia

References by

Vertical Market

of CEO’s think they deliver a superior customer experience…

of consumers agree.

What is the perception of your

organisation?

The ‘Market’

Your AgentYour Customer

How your customer service is seen

Your Management

Today’s

consumers are

different...

The World Has Changed

use multiple

channels

trust friends’

reviews over

experts

more

is spent by

multi-channel

buyers

are more

price

conscious

than a

year ago

prefer

self-service

for service

needs

Consumer preferences are becoming

increasingly more mobile…

Customers Traverse Multiple Self-Service Channels Before

They Decide to Reach Out to a Human For Help

The ‘Market’



Your Management

Your Contact Centre Agent

Back Office Support

External Suppliers & Partners

Skype for Business federation

External Service Delivery

Partners

External Partner Organisations

1,490MConnected users

Skype connectivity

Your agents can’t work in isolation

300MConnected users

316MConnected users

Benefits

Customer Services

Cheryl relays the

information to the

tenant and agrees to

make an adjustment.

Faster customer issue resolution

Improve customer satisfaction by

enabling customers to use their

choice (video, chat, or call) for

contact method

Reduce average call handling time

Reduce costs with better support for

teleworking

She initiates a desktop sharing

session with a colleague in Finance,

who reviews the bill and confirms

that an error was made.

Cheryl, a call centre

agent who works from

home, receives a call

from a tenant with a

billing question.

Tenant Call Centre Agent

Specialist

Benefits Reduce office space costs by

supporting flexible workplace policies

Increase customer satisfaction by

leveraging expertise from employees

working anywhere

Improve employee retention with

flexibility to work from anywhere

Improve work/life balance

After her company implemented a

flexible working platform, Linda, a

customer service agent, is now able to

work part-time from home around

her family life, assisting the contact

centre during peak periods.

Telecommuting &

Working LateEmployee Co-workers

The way customers behave has changed

The best fit

for the customer –

Put the Self back

in Self-Service

When self-service

falls short, agent contact

as a safety net is anabsolute necessity

People love to help

and to be helped by

other consumers….

Proactive information

improves the quality

of the customer relationshipin every interaction

The Customer Engagement Pyramid

Contextual Handover To Live Agent

The ‘Market’



Your Management

INCREASEpositiveprofile

IMPROVEcustomer/tenant

satisfaction

DECREASEcosts through

self-service

MAXIMIZEagentvalue

Why good customer service matters…

35% of purchases come

from recommendations

75% of rentals are based

on Recommendations

Customers Traverse Multiple Self-Service Channels Before

They Decide to Reach Out to a Human For Help

The solution

Enghouse EICC Contact Centre solution

to support 35 agents sitting upon a legacy

Avaya PBX.

Multimedia capability (SMS, E-mail, Web

Chat, Social Media)

Aareon CRM Integration Reporting

Module

Teleopti Workforce Management

QMS with Real-Time Speech Analytics

Your Management

Your Agent


Teleopti Workforce Management

Increase operational efficiency through

accurate forecasts and effective planning

Reporting Module and Wallboard Solution

Enghouse’s Quality Management Suite

Ensure high quality customer interactions with live

monitoring and quality monitoring programs

• Automated monitoring of performance and customer

satisfaction with the Survey Module

• Agent Evaluation and Regulatory compliance with

Call and Screen Recording Solution

• Real-Time Speech Analytics for legal certainty and

agent quality assurance

How can your organisation

achieve this?

Your call centre today?

Meeting Demand?

… or meeting demand?

Your Management

The ‘Market’



Why are customers turning to

social media?

What are customers social media expectations?

Optimise existing online self service support content

Align with existing engagement processes

Know your customer and be proactive

The Good

10 hours (and 77,000 views) later…

Poor social media automation

Not meeting response time expectations

The Bad

United Airlines poor CS handling of country music star Dave Carroll’s guitar breakage lead to a social media PR disaster with tweets, international news stories and even a “United Breaks Guitars” viral song.

As a result United saw 10% ($180million) drop of their share price overnight.

The Ugly

Is this relevant to my organisation?

The ‘Market’

Your Agent

Your Management

Your Customer


specialists in what we know & do leaving you to concentrate on your business

desire to understand our clients’ businessso that we can relate & contribute

excellent servicesafe in the knowledge we will always be there for you

proven experiencewealth of customers happy to talk about their experiences

flexible approach because every business is different

It’s less about the

technology – more

about being your

business partner

The Four Facets of Customer...

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