Building The Omni channel - A White Paper

Building The Omni channel - A White Paper

1. The multi-channel Problem

   • 50% of calls going to the wrong endpoints
     • High transfer rate of calls
       • Calls waiting transferred and waiting
       • Decrease in contact centre productivity
         • Increased agent churn
           • Increased costs of training
           • Decreased business knowledge and expertise
       • Poor agent % utilisation
   • IVR options are static and unintuitive
     • No business or customer context
       • No focus on high value $ transactions
     • Call flows are fixed and not dynamic
       • Require to be designed recorded tested and built
       • Tend to be in place for long periods
   • Information Repeated
     • Customers & Agents frustrated
   • Management of multiple 1300/1800 entry points
     • Numbers and IVR options used for differentiation
     • Customer behaviour based on selection experience
   • Customers not identified
     • Purpose for call not determined

2. Omnichannel - The Opportunity

   • Create the DATA lake
     • Master data management
       • Single View Customer
         • Customer Relationship Management
           • Requests
       • Single Version of truth
       • Automation Processes to clean data
       • DB Framework and Topology
   • Magnificent Inputs
     • Voice
       • Mobile
       • 1300 / 1800 number
     • SMS
     • Web Channel
     • E-mail
     • Video
     • Chat
     • Social Media
     • Salesforce