Avaya Workforce Engagement Customer Presentation (mar 2023).pdf

Avaya Workforce Engagement Customer Presentation (WEM)

1. 1
Avaya
Workforce Engagement
Customer Presentation

2. 2
Why Invest
in Customer
Experience

3. 3
Customer Experience is Everything
Customer Experience is Measured in the Quality and Consistency of Customer
Interactions and the Relationship Customers Have with Your Brand
“We see our customers
as invited guests to a
party, and we are the
hosts. It's our job every
day to make every
important aspect of the
customer experience a
little bit better.”
“Get closer than ever
to your customers. So
close that you tell them
what they need well
before they realize it
themselves.”
“The key is to set
realistic customer
expectations,and then
not to just meet them,
but to exceed them -
preferably in unexpected
and helpful ways.”
“What ever you do, do it
well. Do it so well that when
people see you do itthey will
want to come back and see
you do it again and they will
want to bring others and
show them how well you do
what you do.”
-Jeff Bezos -Steve Jobs -Richard Branson -Walt Disney

4. 4
And it Starts with a Single Interaction…
…And Lasts the Entire Customer Journey
Learns of new
product
Asks social
media for
recommendations
Video chat
with agent
Orders
product
on tablet
Signs up for
confirmationsvia
email and SMS
Signs up
for shipping alerts
Receives
text of
delivery
Checks
mobile app for
support plan
Chats online
with chat bot
Each Customer
Interaction
Contributes to the
overall Customer
Experience
Which drives
higher Customer
Engagement
And increased
Customer
Lifetime Value!

5. 5
Why Organizations
Invest in Customer
Experience
Source –Avanade and Sitecore, Customer Experience and Your Bottom Line, 2017
For every $1 spent on Customer Experience
strategy, companies are seeing a $3 return
+20%
Improvement in sales
cycle acceleration
+19%
Increase in
sales revenue
+20%
Increase in
customer loyalty
+22%
Increase in
customer lifetime value

6. 6
Key Customer Experience Challenges
CXLeaders
▪Customer dissatisfaction
▪Challenging customer
acquisition and retention
▪Achieving revenue and
profit expectations
▪Compliance
▪Business continuity
Managers and
Supervisors
▪Inadequate CX due to limited
interaction options,long wait
times,poorly enabled
agents,and more
▪Poor performance management
▪Complex, time consuming
scheduling
Agents
▪Increased workloads
▪More complex inquiries
▪Lack real-time guidance
and support
▪Infrequent coaching
and training
▪Lack of flexibility to
work-from-home tools

7. 7
Avaya Workforce
Engagement
Building Blocks for CreatingLong Term Customer
Loyaltyand Maximizing Performance
Integrated Workforce Engagement Suite
Quality
Management
Performance
Management
Coaching and
eLearning
Speech
Analytics
Desktop and
Process
Analytic)
Customer
Feedback
Call and
Screen
Recording
Forecasting and
Scheduling

8. 8
AI Infused Insights Everywhere
Collect
Collate
Analyze
Infuse
8
Real-time
analytics
Dynamic
Knowledge
Customer
Journey
Sentiment
Analysis
Voice
of the
Customer
Next Best
Action
ERPCRM
Desktop
Activity
Orders
Transaction
History
Billing
Website
Visits
Digital
Campaigns
Recordings

9. 11
Call Recording
▪Full-time enterprise call
recording, tagging and archiving
▪Quickly search and extract actionable intelligence
▪Get alerts based on call disposition thresholds
▪Understand whycustomers are calling using
content-driven dashboards and reporting
▪Enhance compliance , reduce liability and improve
customer engagement

10. 12
Screen
Recording
Undetectable
back-end process
captures desktop
activity and keystrokes
No need for
programming or
deep integration
Get a true picture on how well agents use Web
chat, e-mail and other business applications to
serve customers

11. 13
Automated QualityManagement
Help every
agent become
a superstar
through interaction
evaluations
▪Automate scoring for some or all questions
on evaluation forms
▪Get greater insight and
consistency than random sampling
▪Two modes—’automated’ and ‘assisted’—
empower users to automate at their own pace
▪Shift resources from quality scoring to
high value activities such as analyzing calls,
coaching and compliance

12. 14
Adding Value for Operations
Automate
Coaching and Learning
Assign coaching and learning
based on KPI and quality criteria
shortfall or failure
Advanced Rules
Capabilities
Validates customer or employee
input, scripts adherence, interaction
or desktop metadata, events or
attributes
Auto Score
100% Voice Interactions
Offers greater insight, objectivity,
and consistency
Auto Score
Text-based Interactions
Chat, Email, Messaging and Social
interactions
Employee
Performance Reporting
Snapshot and drill-down detail

13. 15
Automationfor VoiceInteractions
Offload the task of
listening and manually
scoring calls
▪Flexibility to automate
•Day one or gradual
▪Automate at your own pace
•Combine auto and manual scoring within
the same evaluation form
▪Improve compliance
•Visibility across 100% voice interactions
•Surface non-compliant interactions
▪Increase employee engagement
•With consistent and objective quality
evaluation

14. 16
Automationfor Text-basedInteractions
Expand your quality program to all text-based interactions
▪Automate scoring for text-based
interactions
•Web chat, email, social, messaging and
feedback
▪Define rules suitable for text-based
interactions
•Such as message blocks
▪Support multi-language forms
•Without the need for Text Analytics
▪Compliance for text-based interactions
•Visibility into digital channels

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Comprehensive Visualization of Performance
▪Employees and Managers
•Access and analyze automated scores
▪Compare Employees
•To identify the high and low performers for
each question
▪Identify performance hot spots
•Employees and/or questions that require
attention
▪Drill into the interactions
•With the lowest or highest scores on each
autoscored question, to gain insights

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Performance Management
▪Track, manage, and improve performance
▪Consolidates data from disparate systems
into actionable KPIs
▪Advanced scorecards display employee performance
▪Identify high and low performers
▪Quickly drill down on best and worst calls
▪Automatically trigger coaching lessons when
performance scores fall below set thresholds

17. 21
Voice-to-Text
Transcription
UNLOCK INTELLIGENCE INSIDE VOICE CONVERSATIONS
FOR A BETTER CX AND EX
▪Higher customer satisfaction,
revenue, profitability and loyalty
▪Improved customer and employee
experience
▪Condensed employee after-call
work
▪Reduced liability risks
▪Smarter, better-equipped
employees
▪Enables employees to completely
focus on customers
▪Enhanced compliance
▪Unlock intelligence inside customer
conversations
Value Resulting in
Automatically transcribe voice interactions into actionable
outcomes:
▪Provide employees real-time, contextual, on-screen guidance
based on sentiment, words and phrases spoken by customers
▪Reduce employee after-call work by up to 65%
▪Identify non-compliance instances, in the moment, as they
happen and alert supervisors

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Speech Analytics
▪Surface actionable intelligence from thousands,
even millions of recorded calls
▪Automaticallyidentifies, groups and organizes words
and phrases during spoken calls into trends
▪Pinpoint cost drivers, trends and opportunities
▪Improve agent performance, call
handling efficiency and accountability
▪Reveal non-compliance and fraud

19. 23
Speech and Text
Analytics
INTELLIGENCE ESSENTIAL TO IMPROVE THE
CX, OPERATIONS AND THE BUSINESS
▪Improved customer experience
▪Increased agent performance
▪Optimized service processes
▪Enhanced compliance
▪Deeper insights into process,
performance, experiences
▪Better insights for improving
agent performance, call handling
efficiency, accountability
▪Reveal non-compliance across
voice and text interactions
Value Resulting in
Surface actionable intelligence from thousands, even millions of
unstructured conversations across calls and text-based interactions:
▪Across voice conversations, web chat, email, social, contact center
notes and survey comments
▪Automatically identify, group and organize words and phrases into
themes and trends

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Real-Time
Speech Analytics
▪Monitor calls in real time to
detect words and phrases of interest
▪Drive actions in seconds:
▪To agents via on-screen
personalized guidance
▪To managers via notifications
▪To analysts via reportingusing
call tags of speech events
▪Extensive language support

21. 25
Customer
Feedback Capture the voice of the customer to drive
a differentiated customer experience
▪Collect, analyze and act on customer
feedback across all channels
▪Select survey template or build your
own without IT intervention
▪Get alerts on goals or overall scores
▪View customer responses , listen to comments
and review last recorded interaction prior
to calling customers back
▪Link survey results to scorecards, analytics
and reporting

22. 26
Customer
Feedback
Capture the voice of the customer to drive a differentiated
customer experience:
•Create flexible and customizable surveys for business
users, and link results to scorecards, analytics and
reporting
•Collect, analyze and act on feedback across all modalities
•Receive alerts on scores that are important to CX
•View responses, listen to comments, and last recorded
interaction
▪Improved customer experience
▪Enhanced customer acquisition
and retention
▪Improved service processes
▪Increased agent productivity
▪Know what customers really
think about products and
services
▪Share intelligence across the
organization
▪Save at-risk customers
Value Resulting in
USE CUSTOMER FEEDBACK TO IMPROVE THE CUSTOMER EXPERIENCE
AND SAVE AT -RISK CUSTOMERS

23. 29
Put Avaya
Workforce
Engagement
to Work for You
Let Avaya care for your Workforce Engagement solution
while you care for your customers and agents
Create long term customer loyalty by making better
decisions, increasing productivity and improving the
customer experience
Make each customer interaction conversation the best
it can be
Empower your agents to deliver an exceptional
experience while reducing costs and enhancing
compliance practices

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www.avaya.com