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Mobility:

Better Ways to Service Citizens and Staff


Presenter:
Matthew McBroom
Avaya Systems Engineer

Areas of Discussion
Proactive Communication
Mobile Applications
Callbacks
Event Notification
Team Engagement for a Mobile Workforce

2015 Avaya Inc. All rights reserved.

Customer Expectations have Changed

of consumers expect companies


to notify them in advance of
problems

of consumers expect unique


treatment, contacted in a way they
want, with offers tailored to them

But

of organizations cannot
deliver a completely
blended customer
experience automatically
and in real time

of consumers claim they are


using a wider variety of ways
to engage with companies in
last 12 mo
Source: Avaya Customer Experience Global Research, March 2014

Customers Expect Personalized, Proactive, Easy Engagement


2015 Avaya Inc. All rights reserved.

Customer Choice of Channel is Expanding


77%

72%

64%

59%
23%

40%1

20%

Self-serve

Voice

Email

Face-to-Face
in store

Web

Chat

Social
Media

14%

5%

Mobile
App

SMS

5%

Video

Whether they contact you or you proactively contact them,


your customers want to be served through their channel of choice
Sources: Avaya Customer Experience Management Guidebook 2013
1 The Autonomous Customer 2013, BT and Avaya, Feb 2013
2 Webtorials Editorial/Analyst Division
2015 Avaya Inc. All rights reserved.

Evolution of Outbound Communication


From Dialing to Proactive Customer Care across Multi-Channels

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

Multi-Channel Outbound Communication


Providing information via a customers channel of choice

Email, SMS, and/or Phone


Allowing escalation to an agent as necessary

Contact Center
Agent

2015 Avaya Inc. All rights reserved.

Mobile Apps w/Video


WebRTC

Main app screen

2015 Avaya Inc. All rights reserved.

Waiting in queue

On call with agent

Offering Customers Callbacks


Giving callers control of their interactions
When you offer callers the option to get a callback,
you can allow them to decide to
Get a callback when an agent becomes available

Schedule a callback
Or stay on hold

2015 Avaya Inc. All rights reserved.

Improving User Experience in Self Service


Callback Functionality on a Mobile Device

Technical
Support
2015 Avaya Inc. All rights reserved.

Type
of Issue

Description of
Problem

Request a
Callback
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Providing Event Notification

Natural Threats

Public Safety

Physical Security

Business Continuity

IT Incident
Management

Mission Critical
Events

2015 Avaya Inc. All rights reserved.

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Team Engagement for a Mobile Work-Force


Providing Enterprise capabilities with consumer style engagement in a single
experience:
Enterprise Voice supporting mission critical voice services, ensuring
people can talk when and how they desire
Persistent Multimedia Messaging providing a social style
conversation hub, with rich multimedia and multiparty capabilities
Rich Presence making it easy to determine availability and
reachability of your contacts
Integrated Video Collaboration with Interactive Content Sharing
making remote team members just as effective as face to face meetings
Work-flow optimized user experience
Dynamic and contextual information, brought into the communication
with the right engagement tools enables the user to make their
interactions more effective
Supported Across a Full Range of Platforms
Windows, Mac, iOS (iPhone / iPad), Android
2015 Avaya Inc. All rights reserved.

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Team Engagement via Device of Choice


To connect from a phone, please dial
+1(513)228-8620 and enter the
Meeting ID: 130012484477357

3.9
devices
per
user*

Home Office

Desk / Hoteling Phone

Smartphone

Tablet

If you are using an iPhone, you can use


this speed dial link:
15132288620,,,,130012484477357#,,,,#

Laptop/Desktop

To connect from your computer or mobile device, go to


http://scopia.avaya.com/scopia?ID=130012484477357
* Gartner: Top Trends and Technologies to Impact IT over the next Five Years, Jan 2015

2015 Avaya Inc. All rights reserved.

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