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Digital Transformation at Work Microsoft Dynamics 365 Transforming the Omni-channel Customer Experience Joe Egan Director, Strategic ISV Partners Microsoft Leonard Kaminski VP Sales & Strategic Accounts CaféX Communications

Transforming the Omni-channel Customer Experience

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Page 1: Transforming the Omni-channel Customer Experience

Digital Transformation at Work Microsoft Dynamics 365

Transforming the Omni-channel

Customer Experience

Joe Egan

Director, Strategic ISV Partners

Microsoft

Leonard Kaminski

VP Sales &

Strategic Accounts

CaféX Communications

Page 2: Transforming the Omni-channel Customer Experience
Page 3: Transforming the Omni-channel Customer Experience

customers

products operations

employees

Page 4: Transforming the Omni-channel Customer Experience
Page 5: Transforming the Omni-channel Customer Experience

Microsoft Dynamics 365Business applications

Page 6: Transforming the Omni-channel Customer Experience
Page 7: Transforming the Omni-channel Customer Experience

Microsoft

Sales

CustomerService

Field Service

Project ServiceAutomation

Operations

Financials

Marketing+ Adobe

Page 8: Transforming the Omni-channel Customer Experience

Welcome

Page 9: Transforming the Omni-channel Customer Experience

Topics

©2017 CaféX Communications | www.cafex.com|[email protected]

Transforming digital engagement

Why Omni-channel matters

Live Assist for Dynamics 365

Demo

Use cases

Getting started

Page 10: Transforming the Omni-channel Customer Experience

Younger Millenials Older Millenials Generation X Baby Boomers Silents and Greatest

ATM Store Digital Phone

Digital is the Primary Access Channel for Most Customers and Starting Point for Journeys That Cross Channels

©2017 CaféX Communications | www.cafex.com|[email protected] Source: Mobile Banking & Payments Summit, 2015

Page 11: Transforming the Omni-channel Customer Experience

Omni-Channel

of consumers expect consistency

and continuity across channels90%

Unified platformOffer a unified service experience across self-

service and assisted service channels.

360 customer viewUnderstand customer history, preferences

and voice of the customer to personalize

every interaction.

Personalized engagementLeverage insights and resources to create

individualized and consistent experiences

across channels.

Aberdeen: Empowered Customers Demand a Seamless Experience

Page 12: Transforming the Omni-channel Customer Experience

No downloadsor plugins!

Our Purpose: Transforming Online Digital Engagement

©2017 CaféX Communications | www.cafex.com|[email protected]

Real-time omni-channel built into mobile apps & websites

Context capture& customer journey Integrate with existing

CC/CRM systems

Page 13: Transforming the Omni-channel Customer Experience

Microsoft Strategic PartnershipOur Solution

CaféX Snapshot

©2017 CaféX Communications | www.cafex.com|[email protected]

TOP 3 CC vendors

use CaféX

74%of CC market

1st

WebRTC SDKs

6 of Top 10 Banks deploy CaféX

Proven Technology

• Joint roadmap & engineering development

• Pre-integrated/canned

• Immersive & best Integration with D365 available

• Single sign-on with O365

• Joint GTM collaboration

• Single point for support

• Omni-channel platform (chat, co-browse, click to call, click to video & more) across mobile and web

• Integrates with CC/CRM (Dynamics 365)

• Fully deployed on Azure and available globally

12

Page 14: Transforming the Omni-channel Customer Experience

Digital Customers Need Support During Key Journeys

©2017 CaféX Communications | www.cafex.com|[email protected]

Source: Wells Fargo, Mobile Banking Summit

71%Visitors expect access to

help within five minutes

48%Will abandon if they didn’t get

help in the expected

timeframe

31%Expect help to be immediate

Page 15: Transforming the Omni-channel Customer Experience

Digital Customers Need Support During Key Journeys

©2017 CaféX Communications | www.cafex.com|[email protected]

29.8%

14.4%

10.6%9.4%

-0.6%

8.2%

2.4% 1.8%

Agent utilization rate Annual company

revenue

Improvement (decrease

in average cost per

customer contact

Improvement

(decrease) in customer

contact abandonment

rate

Ye

ar-

ov

er-

Ye

ar

Pe

rce

nt

Ch

an

ge

Savvy Live Chat User Truly Maximize their Performance

Companies that regularly track and

measure live chat interactions for

continuous improvements

All others

10.0%

7.3%

5.1%

2.4%

6.2%

0.2%

1.4%

-0.4%

Annual company revenue Average profit margin

per customer

Customer satisfaction Improvement in average

cost per customer contact

Ye

ar-

ov

er-

Ye

ar

Pe

rce

nt

Ch

an

ge

Co-Browsing Helps Accomplish Key Contact Center Objectives

Companies with co-

browsing programs

All others

Source: Aberdeen Group, February 2015

Source: Forrester

Source: Aberdeen Group, February 2016

Page 16: Transforming the Omni-channel Customer Experience

What’s the Challenge?

©2017 CaféX Communications | www.cafex.com|[email protected]

Agent Productivity

• Inadequate, complex tools to guide and train customers to self-help

• Multiple panes of glass (“alt-tab” approach)

Silo Implementations

• Integration of disparate chat, co-browse, voice / video, CRM, CC falls on IT

• Multiple points of support

• Difficult to implement targeted campaigns

Lack of Context & Digital Adoption

• Rehash the same questions from channel to channel

• Missing interaction history

Page 17: Transforming the Omni-channel Customer Experience

Dynamics 365 Customer & Agent Experience

Introducing CaféX Live Assist for Microsoft Dynamics 365

©2017 CaféX Communications | www.cafex.com|[email protected]

Single Stack Offering for all current and future Omni-Channel needs (chat, co-browse, voice, video virtual-chat/bots, etc.)

Committed Joint Roadmapacross Dynamic 365 releases

Immersive Experience across customer and agent experiences

Live Chat Co-Browse Voice Video

Right Within

Bot

Page 18: Transforming the Omni-channel Customer Experience

Integrated Chat & Co-Browse Experience (Web & USD)

©2017 CaféX Communications | www.cafex.com|[email protected]

Integrated chat widget into Dynamics (USD & Web)

Single sign-on experience

Web (now) and mobile(2Q 2017)

Escalate chat to co-browse (Now)

Escalate to voice/video (3Q 2017)

Integrated co-browse

Knowledge base integration

PCI & data masking

Context, skills, supervisor dashboards

Integrated with CRM portal (provisioning, admin, etc.)

Form filling

Page 19: Transforming the Omni-channel Customer Experience

CaféX Live Assist (Co-browse)

©2017 CaféX Communications | www.cafex.com|[email protected]

Exact view of iOS, Android apps or web page

Agent view is consistent

Developers can mask or hide sensitive information

Not web-based DOM sharing (avoids browser formatting issues)

Can be used without voice or video

Can accompany PSTN call or web chat

Page 20: Transforming the Omni-channel Customer Experience

Live Assist Short Code: Co-browse over PSTN!

The Short Code provides a quick mechanism to setup a co-browse session with a contact center agent

813 291

Please read this code to your agent:

Live Assist provides a pop-

up with a simple numeric code

The user reads the code to the agent over the

phone

The agent enters the code

Cobrowsesession starts

Page 21: Transforming the Omni-channel Customer Experience

Digital Transformation at Work Microsoft Dynamics 365

DEMO

Todd Lewis

Director, Technical Sales

And Customer Success

Page 22: Transforming the Omni-channel Customer Experience

Customer Engagement Strategy Pillars

©2017 CaféX Communications | www.cafex.com|[email protected]

Omni-Channel

Engagement

Engage customers acrossmultiple touchpoints whilepreserving context

Reduce customer effort

Agent

Experience

Improve agent productivity

Equip agents with right tools to provide excellentcustomer service

Intelligent

Service

Automate and eliminate theneed (where possible) forservice

Reduce support deliverycosts

Page 23: Transforming the Omni-channel Customer Experience

Omni-channel EngagementDeliver channel optimized experiences across customer journeys

©2017 CaféX Communications | www.cafex.com|[email protected]

Preserve Context | Journey Mapping | Channel Escalation

Channels / Touch Points Live Engagement Modes

AgentCustomer

Page 24: Transforming the Omni-channel Customer Experience

Digital Transformation at Work Microsoft Dynamics 365

USE CASES

Page 25: Transforming the Omni-channel Customer Experience

Applicability Across Verticals!

©2017 CaféX Communications | www.cafex.com|[email protected]

Finance | Insurance | Healthcare | Field Services | HR | Retail | Government ...

Page 26: Transforming the Omni-channel Customer Experience

Live Assist®

Engagement

New Account Opening From Within Mobile & Web App

Problem Resolution

New account form completion with Live Assist

Goal: Increased conversion

Resolve customer issues w/o tying 1-800 number lines

Goal: Improved FCR & reduced handling time

Shifting phone customer to self-service web / mobile

Shifting web customer to mobile app

Goal: Increase adoption of digital engagement tools

Educate consumers on app features & answer questions from within the mobile app

Goal: Education & mobile app adoption (decrease cost)

©2017 CaféX Communications | www.cafex.com|[email protected]

Digital Engagement Education

Page 27: Transforming the Omni-channel Customer Experience

GETTING STARTED

Page 28: Transforming the Omni-channel Customer Experience

Assess Your Customer Engagement Strategy• Would you like more efficient support via Chat or increase online Sales via co-browse?

Contact us for a Demo• Send email to: [email protected]

• Consider a 30-day trial via Microsoft AppSource (www.AppSource.com, search for “Live Assist”)

Implement Chat and Co-browse….• Get started with chat and co-browse on website integrated with D365

• Set up engagement campaigns to drive up-sell and cross sell (wizard comes with solution)

Getting Started

©2017 CaféX Communications | www.cafex.com|[email protected]

Page 29: Transforming the Omni-channel Customer Experience

Live Assist for Dynamics 365 - Summary

©2017 CaféX Communications | www.cafex.com|[email protected]

Purpose built specifically for Dynamics 365

Only omni-channel solution co-engineered

with, & endorsed by, Microsoft

Joint roadmap withMicrosoft, including

virtual-chat/bots, voice & video and more

Ease of deployment & out-of-box

integration with Dynamics 365

More than just chat; omni-channel platform

built for the enterprise

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Page 30: Transforming the Omni-channel Customer Experience

Digital Transformation at Work Microsoft Dynamics 365

Q & A

Page 31: Transforming the Omni-channel Customer Experience

Digital Transformation at Work Microsoft Dynamics 365

THANK YOU

[email protected]