Unified Service Desk for Contact Centers

© 2015 Avanade Inc. All Rights Reserved.

1

Unified Service Desk for Contact Centers

Introduction to USD

Lieke LuciusAndy Oosterhoff

Nikola Cace


2

Contact center challenges


o Doing more with less resources

o High attrition & Training requirements

o Service as cost center


3


o First Time Right (FTR)

o Decrease average handling time (AHT)

o Provide relevant information at the right time

o Decrease agent training time

o Decrease average after call work (ACW)


4

Increase customer satisfaction


o Multi-tasking environment

o Provide omnichannel support

o A lot of disparate information sources


5

Omnichannel BusinessConnected Insights and

Differentiated Experiences


o Multiple line of business applications

o Context switching between customers

o Compliance with complex processes


@

Customer

Interaction

Channels


7

Features of USD


What are the features of USD?

8

• Digital

Session Management

o Ability to handle and switch multiple customer sessions, preserve contextual information, including telephone, email and chat

Time to value

o Significant reductions in development efforts for call center applications

o Advanced features to integrate external “Screens” with standard adapters for Citrix, Silverlight,

WebApps, Windows and Java apps

Centralized Management

o Possibility to centrally manage, configure, authorize functionalities and rules (efficient

administrations, speed)

o Single unified interface for accessing all the tasks and applications required to fulfill customer interaction / CRM processes, based on existing technology and infrastructure.

o Extensive UX possibilities, including role-based differentiation on user and user groups

Integrated Agent Desktop

Centralized Management

Integrated Agent Desktop

Session Management


What can we achieve with USD?

An integrated interaction management platform is required to create a single view of the

customer and drive digital service.

Have one view of the customer, across-product

Provide a consistent customer experience, across channels

and along the customer journey

Make customer interactions personal and relevant

Provide low-effort customer interactions, both for

customer and agent


What can we achieve with USD?

Benefits for organizations

360 View of customer in One click

Successfully consolidated data for customers

Provide enhanced UX to customer during face to face session

Building customer view ushering Survey approach (answering predefined questions lead to building customer overview

Better user experience with possibilities for extensive customization based on user needs

Process guidance (sales & delivery)

Users from separate departments

Agent performance KPI’s

Improved reporting and better overview for business owners

Easy manageable configuration and business extensible functionality during customer session

Inbound & outbound email, postal mail, telephony

Inbound & outbound marketing

Multichannel contact center

Multiple integrated applications (Web based & Java based thick client applications)

Improved stability and better performance

Case management

Multi Entity – Multi Field search

Central entry point where multiple existing thin client based solutions can meet to enhance user vs customer experience

Multichannel integration regarding case handling

Extensive possibilities for future improvements

App launcher consisting of apps with auto login, auto navigation, auto prefill of customer context details


11

THANK YOU!

[email protected]

Unified Service Desk for Contact Centers

Technology

Transcript of Unified Service Desk for Contact Centers