Professional Documents
Culture Documents
Areas of Discussion
Proactive Communication
Mobile Applications
Callbacks
Event Notification
Team Engagement for a Mobile Workforce
But
of organizations cannot
deliver a completely
blended customer
experience automatically
and in real time
72%
64%
59%
23%
40%1
20%
Self-serve
Voice
Face-to-Face
in store
Web
Chat
Social
Media
14%
5%
Mobile
App
SMS
5%
Video
Proactive Outreach
Traditional +
Market
Growth
Traditional
Collections
Mid-late 1980s
2015 Avaya Inc. All rights reserved.
Collections
Telemarketing
Welcome Calls
Winbacks
1990s
Collections
Telemarketing
Customer Service
Appointment
reminders
Surveys
Loyalty Calling
Automated Agents
SMS
Email
2000s
5
Contact Center
Agent
Waiting in queue
Schedule a callback
Or stay on hold
Technical
Support
2015 Avaya Inc. All rights reserved.
Type
of Issue
Description of
Problem
Request a
Callback
9
Natural Threats
Public Safety
Physical Security
Business Continuity
IT Incident
Management
Mission Critical
Events
10
11
3.9
devices
per
user*
Home Office
Smartphone
Tablet
Laptop/Desktop
12