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Agenda
Understanding Contact Center Pain points
Microsoft CCF as Customer Care Solution
CCF Demo
CCF - Architecture
CCF – Business Value Proposition
CCF Case Study Video
Questions
Understanding Contact Centre Pains
The Integrated Desktop
Solution
Understanding Contact Centre Pains
Multiple application to deal withAlt + Tab issues
Copy & Paste issues
Redundant operations
No Demographic information on customerCustomer 360 degree information
Status of customer/order
Contact History
Cross Sell / Up Sell Opportunity
Multiple logins to various systemsSingle Sign On
Process Compliance
Multiple ChannelChoice of channel
Consistency of information
Continuity
Understanding Contact Center Pains (Cont.)
Yankee Group
Agent Training
Meeting Service Levels
Agent Turnover
Agent Productivity
Cost Control
Technology Infrastructure
Driving Revenue
Customer Retention
Other
0% 50%40%30%20%10%
Typical Cost Structure of a Service Center or Call CenterThe enormous share of HR-related costs outlines the importance for significant improvements in agents’ time and effort.
HR cost is the best single area to investigate for cost reduction initiatives:
Improve efficiency
Reduce turnover
Increase automation and self-services
Interpretation
Besides the enormous portion of HR related costs, it is remarkable that software spending accounts for only 3.2 percent.
Source: Analysis on Benchmark Report “Best in class call center performance” 2008 Purdue University in USA figures might differ from country to country, depending on level of salariesFigures will differ slightly in service organizations beside classical call centers
Customer Care Data points
Why Customers defect Churn Rates1% Die3% Move away5% Develop other relationships9% Leave for the competition14% Leave because of dissatisfaction
with product/service68% Leave because they encountered
an attitude of indifference as they were being served!
Source: Excelling in the 1990’s: CEO Perspectives by R.P. Cooley
Between 2% - 5%
New Customer acquisition cost: ~$300
Example:20M Subscribers – 3% Churn 600k Lost Customers
Customer acquisition cost $180M
What about Subscriber growth?
NewCustomer
~$100First
90 days~$40
After 1 year
~$20-30
Support Cost Support IssuesPercent of Time CSRs Devote to Each Task
Billing Problem
Resolution,
19%
Trouble
Management,
36%
Other, 9%
Payments, 8%
Sales and
Ordering, 13%
Product
Inquiries, 15%
Key Service Provider Issues
How to materially and continuously reduce the cost of service per customer while raising the quality of customer careHow to improve the yield of marketing initiatives — new business acquisition, retention, cross-selling, and up sellingHow to significantly reduce the risk of contact center initiatives, while minimizing costs and optimizing the level of investment in contact center infrastructureHow best to revitalize their customer-facing technology and processes in a manner that is affordable and fastPaper trail and logging to support your business processes and workflow
Limited Integration
System-Centric Views
Manual Processes
InconsistentData
6-8 Siloed Applications
Consuming valuable time...
What’s the Solution?
An Integrated Desktop …
What is Microsoft’s Customer Care Framework?
CCF provides real time synchronization between Self Service Solutions (Portals, Speech/IVR, Kiosk) and Contact Centers by providing a complete vision and unified architecture for all Customer Care channels
What is CCF? Several Assets for Client and Server
CCF Client delivers a integrated 360o
view of customer interactions from a single, intuitive desktop
CCF Middle Tier (Web services) that manage, encapsulate, and interoperate with a client’s core systems (Siebel, SAP..) in a way that significantly enriches customer service and sales capabilities
CCF IS NOT CTI, IVR, PBX, CRM… CCF works with Routing, Queuing and
other contact center products from partners to provide low cost and easy to integrated total customer care solutions.
Microsoft Customer Care Framework (CCF) is a software product that offers multi-channel integration
capabilities via web services, and desktop level application integration through information sharing and
interaction between different Line of Business applications.
CCF increases contact center agent productivity, facilitating reduction in costs and improving the quality of
service, by providing real time synchronization between Self Service Solutions (Portals, Speech/IVR).
• Aggregate Information to create Unified View of Customer
• Automate Tasks across Silo Applications and Interaction Channels
• Accelerates Rollout of Customer Care Solutions
Microsoft Customer Care Framework (CCF) offers value addition in following ways -
Microsoft CCF Introduction
Unified View of Customers Multichannel Integration
Microsoft CCF Introduction
Where can we use the Solution?
At Contact Centers
Enterprises, Administrators, Retailers and Network Operation Centers
For Tellers / Relationship Managers at Banks
To build Multi-functional Kiosks and kiosk-Management Solution
Self-Service featured Websites
CCF Unified Desktop in BankName : Amit Kumar AgrawalTitle : ConsultantCompany : Microsoft
CCF Desktop
Context
Management
Workflow
Call Management
(CTI integration)
Active customer
sessions with
navigation tracking Existing
Applications
Integration
Desktopworkflow
Call management(CTI integration)
Applicationintegration
Active customer sessions with
navigation tracking
User-centric interface Leverage existing
technology investments “No Rip and Replace”
Reduce integration cost and risks
Call center status info
Customer dashboard
CCF - Silver light Desktop
Microsoft CCF Architecture
CCF Agent Desktop
AutomationSession
Single Sign onUnified View
Multi-Channel
Customer Touch Point Channels
CCF Management(Admin Console)
CCF Middle Tier
Distributed Connectivity Services
CCF Core Server(Logging & Reporting, Configuration - Session
& Context ApplicationsSSO Credential Store)
Business Process Integration
CCF Self-Service
CRM Knowledge Management ERPBank Branch
Phone Email SMS Chat
KIOSK
Self Care
Microsoft CCF Architecture
Core Components of Solution
» Client side components
» Windows XP/Vista
» Unified Desktop framework client (CCF)
» Middle layer components
» Collaboration Server (MOSS) - optional
» Unified Desktop Server (Customer Care Framework)
» Backend Server Components
» Windows Server
» SQL Server
» Microsoft Operation Management (MOM)
» Biz Talk Server - optional
Microsoft CCF Architecture
CRM
Billing
Knowledge Management
ERP
Integrated Desktop – Displays unified view of customer information, hosted applications along with context sensitive help and call guide.
HAT & AIF – Host, automate and aggregate line of business applications. Facilitates in context sharing, session management and scripted call guidance.
MCE – Multichannel is used to create user interfaces supported on multiple display channels like Windows, Web, Kiosk, Mobile etc.
DCS – SOA enablement platform to write new services layer and/or aggregate and collaborate existing services.
CCF Logical Blocks
CCF is a next generation customer care solution for optimized customer service and revenue via unified real-time access to all a customer’s information by customer service representatives and customer self serve channels.
Microsoft CCF ArchitectureHosted Application Toolkit (HAT)
Microsoft CCF ArchitectureDistributed Connectivity Services (DCS)
DCS is a set of Web services and other components that Provides infrastructure hosting services and the client applications to connect to them. The following image shows the logical architecture of DCS and highlights the key functionality that the DCS infrastructure provides.
Microsoft CCF ArchitectureMulti-Channel Engine (MCE)
Host Application
Logical Views
Logical View
Logical View
Physical Views
Physical View
Physical View
Containers
Windows Forms
AIF
Web
Office SharePoint Server (SP1)
Work Unit
Work Unit Definition
Work Unit Workflow
State Machine Workflow
State Machine Workflow
Physical Providers
Windows Forms
ASP.NET
Value PropositionsSingle Sign on to multiple applications
No Rip and replace philosophy
Improve user productivity with existing LOB
Up sell and cross sell
Increase Customer Satisfaction
Reduce Operation cost
Reduce Training and retention Cost
Reduce customer churn
User Centric Interface
Role/profile based access
Single User interface with enhanced user experience
Reduce integration cost and risk
Easy information access and guided Experience
Multichannel integration platform
Ready to use self-care web-parts
Architectural flexibility and capabilities
Easy up sell/ cross sell
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS,
IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
