Helping Service Providers to Empower, Engage, Excite

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  1. 1. 1 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. A2I Summit London 2017 Empower Engage Excite
  2. 2. 2 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Empower Engage Excite Overview of Market Realities New ways to engage with customers Omni-channel approach Integrating voice, video, messaging and the web into applications Combining AI and RTC to enhance user experience Enabling the Intelligent Internet of Things with RTC
  3. 3. 3 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. What Apps Are Most Important? 63%Use messaging once to several times daily! 22%make a phone call more than once a day 45%rarely if ever use voice messaging! Source: Ovum Digital Consumer Insights of Disruptive Communications Realizing the Enterprise Messaging Opportunity
  4. 4. 4 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. How Contact Centers Are Engaging Customers Source: Ovums CRM Outsourcing Business Trends 2016 survey. Note: N=200. Countries: US, Canada, UK, France, Germany, Spain, Australia Voice and Email dominate If a channel is still supported, Maximize its potential! Fax is still important!
  5. 5. 5 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Adopting an Omni-Channel Approach SNS, Email, SMS are on the rise in over half of the enterprises polled A2P messaging opportunity Marketing campaigns/promotions Appointment reminders/confirmations Authorization/PIN codes In what verticals are the increases being seen the most?... Telecoms Government Travel Hospitality
  6. 6. 6 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Challenges The Revenue Challenge for the Mobile Operator High-end mobile users nearing saturation for mobile internet spend M2M connectivity accounts for a relatively low proportion of the overall revenue - GSMA What will fill the gap? Converged services fixed-mobile-wholesale Focus on user experience Grow loyalty and lock-in Organic development and partnerships Platforms to support differentiated services Voice/video/OTT based services Vertical specific customization
  7. 7. 7 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. And Opportunities Expand ways for customers to communicate, engage, and interact Make delivering services profitable Make service velocity paramount Increase usability of existing applications Empower Engage Excite!
  8. 8. 8 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Expand Ways for Enterprises to Engage Customers Voice Video Web Messaging IVR informs customer that a text message with link will be sent to start on-demand Visual IVR session 2 Customer initiates a VIVR session and requests recent transactions 3 Transactions are displayed on Visual IVR app through integration with enterprises database Options are displayed for customer with ability to identify suspicious charges 4 Customer opts to suspend card and requests a live agent 5 Call is made to live agent with all of customers contextual information and selections 6 Live agent assists and finishes up transaction in less time resolving customer problem on the first interaction without them having to make multiple calls 7 Automated outbound messaging with VIVR capabilities provides immediate feedback and NPS 8 Customer calls into contact center reporting suspicious transaction 1 Automation Context Relevance
  9. 9. 9 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers 71% of consumers want the ability to solve most customer service issues on their own - 2016 Aspect Consumer Experience Index of smartphone users download less than 2 apps per month (49% dont download anything!) - 2016 Mobile App Report Smartphone Real Estate for Apps is Scarce 62% Number of times per day, people in the UK check their mobile phones 1.1 Billion - Deloitte Mobile Consumer survey
  10. 10. 10 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers Make Customer Engagement Visual Old Way New Way
  11. 11. 11 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers Enhancing Traditional IVRs with On-demand VIVR Map out web page flows 1 2 Identify additional voice prompts 3 Build html5 web pages Open source Ionic provides either APIs or creator for building apps 4 Integrate and synchronize web page call flows into IVR call flows 5 Start engaging customers Customer Database Integrate with 3rd party platforms Agent activity info
  12. 12. 12 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers Visual IVR On-Demand Mobile App VIVR Customer Benefits Improved user experience Fast and easy navigation Lower consumer frustration Entering text expands and accelerates interaction No special app required Saves smartphone storage No app upgrades Resides in the cloud VIVR Enterprise Benefits Improve First Call Resolution Improve Customer Care OPEX Reduce number of agent transfers Lower Call Hold Time Reduce telecom expenses Integrate and optimize Build on existing IVR platforms Create new flows designed to reduce call duration Seamlessly transition calls with context to contact center agents Retrieve and present customer activity to agent for faster problem resolution
  13. 13. 13 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps Auto Attendant 1 2 3 Island Tours Call stats 70 95% Of all firms are microenterprises - OECD
  14. 14. 14 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps Auto Attendant Give businesses a professional presence Tie together several mobile numbers Front end with toll free or vanity DID Greet customers with a menu of services and contacts Voice mailbox notifies when customer leaves message Download call history for analytics for campaigns and promotional outreach 1 2 3 Island Tours Call stats 70 95% Of all firms are microenterprises - OECD
  15. 15. 15 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps On-demand Voicemail Make it on-demand Voice mail boxes instantiated when needed Access anywhere on any device Make it visual Message list, transcriptions Desktop, mobile app, and visual voicemail portal Make it cost effective Shared resources reduces service delivery costs Replace costly legacy silo applications Increase customer self-service Integrate it Existing communications services Modern device clients Analytics 45% of communications users rarely if at all use voice messaging -Ovum Digital Insights Telecoms will not be able to achieve rapid growth without upgrading their network infrastructures - Deloitte 2017 Telecommunications Industry Outlook
  16. 16. 16 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps Integration with Analytics
  17. 17. 17 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps Integration with Analytics Customer care specialists are provided list of transactions with low sentiment score for follow up 6 Customers is texted proactively due to poor sentiment score 5 Customer calls into auto attendant or IVR and is not able to solve problem 1 Customer gets follow up call or specific information on resolving their issue 7 Auto AttendantAuto attendant/IVR option is to leave voice message 2 Customer leaves voicemail expressing displeasure 3 IBM Voice Gateway Voicemails are analyzed by AI sentiment analysis and flagged for follow up if necessary 4 Tone Analyzer Emotional Social Language
  18. 18. 18 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communications Apps Mobile Engagement 19%of customers defect due to unresolved customer care calls - SQM
  19. 19. 19 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communications Apps Mobile Engagement RTC helps automate omnichannel customer engagement campaigns Proactive customer notification Multiple channels, multiple devices for immediate engagement Analytics driven FCR Hit List for proactive notification Multiple Use Cases Up-sell additional services Promotions Order confirmation Notices when services are available or problem resolved Appointment reminders
  20. 20. 20 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Video Conferencing Integration with IBM Voice Gateway and Watson Analytics Interface between conferencing app and AI services SIP/RTP, MQTT, REST Free conferencing application Participants pushed ad for first ten minutes of conference Ad selection based on intents/entities detected by IBM Watson Contextual ads pushed to the participants by a Conference Valet IBM Voice Gateway RTPSIP MQTT Retrieve and Rank Conversation Tone Analyzer Speech to Text IBM Watson Services REST Ad server 1 2 3 4 5 6 Discovery 7
  21. 21. 21 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers Integrating RTC with AI Integrating AI with RTC applications Keyword analysis for customer satisfaction Analysis of keywords to determine customer sentiment Sentiment analysis for customer scoring and qualification Qualifying a customer via auto scoring Website analytics, online activity, calls, messages to predict customer readiness Automated language selection AI
  22. 22. 22 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Omni-channel Engagement of Customers Adding Intelligence to the Customer Journey 1 2 3 4 5 6 7 Improve call handling times Improve FCR
  23. 23. 23 COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Real-Time Communications and the Internet of Things Adding intelligence to your front door Integrate real-time video with doorbell application Media server broadcasts video to family members either local or remote Seamless remote interaction between family member a