Presenter:Matthew McBroomAvaya Systems Engineer

Mobility:Better Ways to Service Citizens and Staff

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Areas of Discussion

Proactive Communication

Mobile Applications

Callbacks

Event Notification

Team Engagement for a Mobile Workforce

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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

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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

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Market

Growth

Traditional

• Collections

Proactive Outreach

• Collections

• Telemarketing

• Customer Service

• Appointment reminders

• Surveys

• Loyalty Calling

• Automated Agents

• SMS

• Email

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

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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

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Mobile Apps w/VideoWebRTC

Main app screen Waiting in queue On call with agent

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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

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Improving User Experience in Self Service

Callback Functionality on a Mobile Device

Technical Support

Type of Issue

Description of Problem

Request a Callback

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Providing Event Notification

Natural Threats Physical SecurityPublic Safety

IT IncidentManagement

Mission Critical Events

Business Continuity

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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

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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

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