Alcatel-Lucent OpenTouch Customer Service

41 Pages·2014·7.12 MB·English

by  Juliette Dubrulle

TRANSFORMING THE CUSTOMER EXPERIENCE
FROM CUSTOMER CARE TO CONTINUOUS
CONVERSATIONS
OpenTouch™ CUSTOMER SERVICE
Brendan Meegan Customer solution Architect
30 5 91

% times %
OF SOCIAL MEDIA USERS PREFER ATTRACTING NEW CUSTOMERS OF UNHAPPY CUSTOMERS WILL
USING SOCIAL CHANNEL OVER WILL COST YOUR COMPANY 5 TIMES SIMPLY LEAVE AND NEVER COME
PHONE CUSTOMER SERVICE MORE THAN KEEPING AN EXISTING BACK
CUSTOMER

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COPYRIGHT © 2014 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
WHAT CUSTOMERS EXPECT FROM A
SUPERIOR CUSTOMER SERVICE
KNOWS WHO I AM
SPEAKS MY LANGUAGE
MAKES ME FEEL IMPORTANT
REGARDLESS
I USE
THE CHANNEL OR MEDIA
PICKS-UP THE CONVERSATION WHERE LEFT OFF
SOLVES quickly
REMEMBERS ME
HELPS ME FIND THE RIGHT PERSON TO SPEAK TO
IS ALWAYS THERE FOR ME
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COPYRIGHT © 2014 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
WHAT MAKES A
CUSTOMER SERVICE EXPERIENCE SUPERIOR
ENABLE KNOWLEDGEABLE AGENTS
HAVE THE CONTEXT OF ALL INTERACTIONS
CONNECT TO CRM
CUSTOMER
ANYTHING THAT LEADS TO
SATISFACTION
ADAPT TO MULTICHANNEL
CONNECT TO THE RIGHT RESOURCE AT THE RIGHT TIME
ADAPT TO PICKS OF TRAFFIC
PROVIDE INTELLIGENT ROUTING
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COPYRIGHT © 2014 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
OpenTouchTM CUSTOMER SERVICE
delivers unified interaction
management solutions,
that are open, deploy rapidly and
that can be delivered as a product
or as a service
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COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. COPYRIGHT © 2014 ALCATEL-LU7C ENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
…Is your workspace adapted to your business ?
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
• My smart device • Enterprise Device
• Video • Voice
• Social interactions • Mostly one-to-one
• On demand app stores • Limited applications