Case Studies in Contact Center Success

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Case Studies in Contact Center Success

• February 10, 2004
• 1000 Pacific

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The No Brainer Slide
Improve Operating Margins

• Improve Customer Satisfaction

Drive Incremental Revenue
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Introduction

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• Go out on a limb. Thats where the fruit is.
• 
  Will Rogers

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Why Aspect, Onyx and Microsoft?
We have the experience, track record and focus
to help you make a difference.
Aspect
Onyx

• Facilitates multimedia interactions
• Route customers to the most appropriate agent
• Workforce Management
• Performance Monitoring
• Interaction Infrastructure

• Owns the customer master record
• Facilitates Marketing, Sales, Service Support
  business processes
• Provides framework to extend into the enterprise
  for a single view to serve the customer
• Intelligent call scripting
• Business Process Workflow

Microsoft
Technology Platform
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Onyx A Decade of CRM Success

• What gets us excited?
• Focus on customer satisfaction, faster, more cost
  effective CRM with broader deployment, and
  technology leadership
• Were the CRM company people love to do business
  with
• 91 of customers would purchase Onyx again vs.
  50 for Siebel and 68 for all other CRM vendors1
• "So far, I've found that, for a 120- to 250-user
  installation, which is a typical midsized
  business project, Siebel costs 16,000 to 25,000
  per user for hardware, software and services. In
  comparison, Onyx is about 4,300 per user.2
• The company was one of the earliest vendors to
  support web services, long before it was clear
  that this was the future of CRM applications.3
• Global operations with 1,000 customers spanning
  50 industries

1 - Peerstone Research, January 2003 2 Wendy
Close, Gartner, as quoted in SearchCRM, June 4,
2003 3 Onyx Vendor Rating, Gartner, January 7,
2003
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Aspect Company Profile

• Largest company dedicated exclusively to Contact
  Center Solutions
• 1,400 employees
• Offices worldwide
• Global partner network
• Founded in 1985
• Profitable and financially sound
• 76 of Fortune 50 powered by Aspect
• Over 8,000 mission-critical customer deployments
  worldwide
• 10 of top 10 telecommunications companies
• 9 of top 10 airlines
• 9 of top 10 commercial banks
• 7 of top 10 insurance companies
• Managing over 3 million worldwide customer
  service and sales representatives (CSRs) daily

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Powering Global Leaders Market Leading
Installed Customer Base

• France Telecom
• Nippon Telegraph Telephone
• SBC Communications
• Verizon
• Government/Public Sector
• Internal Revenue ServiceNational Institutes of
  HealthSocial Security AdministrationUK Inland
  RevenueUS Air ForceUS ArmyUS Department of
  DefenseUS Department of LaborUS Department of
  Treasury US NavyUS Postal Service
• Healthcare
• BCBS
• Discovery Health
• Health Net
• Humana
• Kaiser Permanente
• Merck-Medco

• Automotive, TransportationManufacturing
• All-Nippon Airways
• Bosch
• British Airways
• Daimler Chrysler
• Delta Air Lines
• Deutsche Bahn
• Ford Motor Co.
• General Motors
• Lufthansa
• Paccar
• Volkswagen Banking Finance
• American Express
• CIBC
• Credit Suisse First Boston
• Deutsche Bank
• Fleet
• GE Capital
• HSBC

• Medihelp SA
• Mid Atlantic Medical Services
• Oxford Health Plans
• Pacificare
• Pharmaceuticals
• Abbott Labs
• Bayer AG
• Glaxo Smith Kline
• Johnson Johnson
• Unilever
• Retail
• Amway
• Carrefour
• Eddie Bauer
• Safeway
• Saks Incorporated
• Sears

Biotech, Chemical,Technology 3COM BASF Canon Dow
Chemical Hewlett-Packard IBM Intel Oracle Shell
Xerox Broadcast,Entertainment Earthlink USintern
etworking Warner Bros. Communications Alcatel AOL
Time Warner ATT British Telecom Comcast
Deutsche Telekom
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The Value of the New Standard

• Today, the average business is losing between
  15-35 of its customers annually
• Forum Corporation

Cutting customer defections by Increases
profits between 25 and 95 Harvard
Business Review
-5

• 69 of these defections are due to a poor sales
  or service interaction
• Forum Corporation

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Customer Strategies That Deliver
Return on Investment

• Resolve on first contact
• Maximize customer access

• Minimize contact time
• Minimize workforce turnover

• Gather customer data
• Optimize customer interaction

• Identify cross-sell / up-sell

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Agenda

• Introduction
• CRM Enabling FoundationAspect Communications
• CRM SystemOnyx Software
• Case Studies

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Aspect Enabling Architecture
Aspect
Architecture
Front Office
Communications
Workforce
Information
ACD
IVR
Workforce Management
Analysis and Reporting
Contact Center Integration
CTI Routing
Infrastructure Support
ACD
IP-PBX
E-Mail
IM
PSTN
Hybrid
IP
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Aspect Solutions Architecture

• Key software layer for controlling advanced
  contact center applications
• Open standards (HW and SW)
• Deployed on MS Standard and Advanced Server
• APIs for integration with 3rd party switches and
  applications
• SDK for custom integrations (CSTA/SOAP)
• Centralized business rules created in an
  intuitive visual development environment
• Real-time system to monitor contact center
  operations
• Robust routing capabilities
• Data directed
• Skills-based
• Multichannel

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Universal Queue

• Blending of tasks for agents within a distributed
  multichannel customer contact center
• Intelligent Routing, Queuing and Blending
• Multichannel blending voice, email and web
• Single and Multi-site
• Single administration and point of reference for
  work allocation decisions
• Makes routing decisions based on the contact
  centers business rules and workload across all
  media
• Skills-based routing
• Multi-dimensional routing using multiple contact
  characteristics to determine appropriate handling
• Evaluates agent skills database, workflow and
  business rules, and other real-time status
  information to deliver the most appropriate task
  to the most appropriate resource, at that time

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Consolidated Workflow

• Rapid Time-to-solution
• Higher ROIs
• Drag and drop eFlow steps
• eFlow Subflows (reusable workflows)
• No procedural coding
• Business solution development made easy
• Single visual development tool
• Intuitive and easy to use
• Higher developer productivity
• Open and extensible architecture

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Consolidated Workflow
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Mission-Critical Workforce Management

• To realize optimal customer interaction,
  Workforce Management is now mission-critical for
  todays contact center performance

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ROI WFM Incremental Benefits
ROI
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Beyond ReportingPerformance Optimization  

• Benefits
• Pushes performance metrics down to agents and
  supervisors
• Empowers agents to manage their own performance
  (and pay)
• Alerts supervisors daily to performance issues
• Presents only the data relevant to a given user
• Thin client requires no desktop software to view
  dashboards
• Highlights areas of concern (rather than burying
  them in reports)
• Presents key performance indicators that
  represent best practices gleaned from successful
  contact center managers
• Presents actuals vs. targets and shows variance
• Color codes actuals based their relationship to
  targets
• Provides an interactive environment for analysis
• Discovery-driven analytics
• Moves beyond raw results to root causes
• Presents a highly summarized view, allowing users
  to drill down to details

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Beyond ReportingPerformance Optimization
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Best Practices - CRM Enabling Platform

• Allow complete, unified solutions to be quickly
  and consistently implemented and deployed to
  solve business communications problems
• Leverages a common business rule environment for
  all channels of communication
• Investment protection for customers invested in
  legacy contact center equipment
• Customers can migrate to common infrastructure at
  their own pace
• Faster ROI is provided by bringing new
  applications to market more quickly and with
  reduced integration costs
• Extends the reach of the contact center to the
  enterprise

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Agenda

• Introduction
• CRM Enabling FoundationAspect Communications
• CRM SystemOnyx Software
• Case Studies

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TransACT

• Who is TransACT?
• Telecommunications carrier based in Canberra
  (Australia)
• Began operations in 2000
• Challenge Competing against Australian telco
  giant Telstra, which had a 100 market share
• Since rolling out the Onyx solution to 200
  employees across its marketing, sales and service
  departments, TransACT has experienced1
• 200 improvement in response times to customer
  requests
• First call resolution rate of 90
• Reduction in cable fault repair times from 3 days
  to one-half day
• 35 market share after only three years in
  business

1 Using CRM to Compete and Win Against
Larger Companies, Destination CRM, February 2,
2004
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Onyx Contact Center Product Overview
Customer
Channel
Onyx Business Process
Agent
Voice

• Case management
• Customer history
• Intelligent call scripting
• Workflow
• Cross-sell / Up-sell
• Access information with 3 screens 2 clicks
• Improved data collection
• Knowledgebase
• Simplified staff training
• Escalation
• Email management
• Customer surveys
• Inbound and outbound
• Batch updates

IVR
Outbound Dialer
E-mail
Web
Fax
High value, most expensive channel
Low value, cost effective channel
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Onyx Technology Architecture

• 5th Generation n-tier web technology
• Leading ISV on the Microsoft platform since 1994
• Most scalable CRM application in the industry
• Built for integration
• Open-standards based (XML, Web Services, COM )

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Onyx Contact Center Scenario

• Walk through of case management scenario using
  Onyx in contact center
• Customer-initiated service request, with response
  via email and call back.
• Illustrations
• Incorporating multiple channels (web, email,
  phone follow up)
• Balancing efficiency with customer experience and
  value optimization
• Workflow
• Customer hits web, beginning new service request
• Response/confirmation of service request via
  email
• Follow up satisfaction call and cross-selling
  opportunity

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OCP service incident
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OEP Task Manager
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(No Transcript)
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OEP Service Request Detail
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(No Transcript)
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OEP E-Mail
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Script 1 of 5
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Script 2 of 5
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Script 3 of 5
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Script 5 of 5
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Insert Script workflow image here
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Onyx Business Benefits

• Reduce operating expenses
• Increase first call resolution rates
• Introduce Intelligent workflow processes
• Provide Instant access to relevant information
• Improve data collection
• Offload low value interactions to alternate
  channels
• Improve the customer experience
• Streamline call handling and service inquiries
• Recall and reference all previous interactions
• Create a problem/resolution knowledgebase
• Differentiate customer treatment
• Optimize customer value
• Notify agents of cross-sell / up-sell
  opportunities
• Uncover new needs

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Agenda

• Introduction
• CRM Enabling FoundationAspect Communications
• CRM SystemOnyx Software
• Case Studies

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Case Studies
Automotive Parts Manufacturer
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Case Studies
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Case Studies
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Thank You!

• Q A