© Copyright 2011, Virtuoz. All rights reserved.Material in this presentation can be copied on condition that “Source: Virtuoz” is included ina clearly visible fashion next to the copied material.

25, March

Global Trends In Contemporary Customer Service

Laurent Landowski

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Customer Experience Function Driving New Customer Service Metrics

90% of North American companies with revenues of $500 million or more view customer experience as critical or very important to their company’s strategyIncreasing focus on agent performance analytics

Accessability UsabilityResolution

ROI calculations that account for the benefits or improved customer experience

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New Customer Service Analytics

Net Promoter Score remains a critical KPI for customer serviceExpanded CSAT surveys for the intelligent virtual agent including NPS questions

Metrics are expanding to include broader customer experienceAccessibility • Need to ensure that eDeflection does not come at the expense of making it

difficult to engage customer service• Rising importance of personalized first point of contact• Survey issued after IVA, live chat, phone or email. On a scale of 1-5 how

accessible is our company’s customer service

Usability• Survey: On a scale of 1-5 how easy is our is it to use the web self service

options– Overall and individual channel scores

• Web analytics: How many clicks to resolution

Resolution• Resolution Rate of each channel• Escalation Rate to more expensive channels

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Common 2011 Trends: Voice of the Customer

Forrester:“Companies will be doubling-down on their efforts to put end-to-end feedback processes in place….including sentiment analytics.”

36% of French eCommerce companies cited VOC as one of the key value drivers for ROI*

VirtuOz invest in the Voice of the Customer

*Benchmark Survey JAN 2011

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2011 Trend: First Point of Contact

Digital Customer Relationships require the 24X7 accessibilty and instant response of self-service with the response effectiveness of human-assisted channels

Goal to achieve 100% response success

72% of US consumers don’t want to engage with a live person to address service issues*

Right Channeling: “Cost savings are certainly an objective — but not at the expense of customer satisfaction. Right-channeling means providing customers with a satisfying service experience through the most cost-appropriate channel.”*

* Source: Forrester

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2011 Benchmark Analyst Survey of French eCommerce Companies

41% indicated a value driver of IVA is “Right Channeling”

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2011 Benchmark Analyst Survey of French eCommerce Companies

Top 3 most promising emerging applications for Intelligent Virtual Agents involve the IVA as a first point of contact

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VirtuOz Success Stories for First Point of Contact

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Common 2011 Trends: Mobile Becomes Critical

Forrester:“Expect mobile customer service solutions to become more comprehensive, but not equally supported on all popular mobile systems currently available”

Gartner:“By 2013, 80% of businesses will suffer a revenue loss from not supporting Web-based customer service on mobile devices.”

Two IVAs deployed on the iPhone

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