How to get more value out of customer interactions by blending online with voice services

Stefan HopmanneComm Fall Amsterdam 30.10.2009

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•Web & Voice Convergence

•Usability Expectations

•Image AwarenessCost Sensitivity

•Service Fragmentation

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ServiceService ServiceServiceService

Network & Enabling Services

APIReporting Admin QoS SupportAPI API APIIdentity ... SMS/MMS Call Setup

API

* API = Application Programming Interface

...

• Complexity

• Path of Definition

• Value Generation

Short headShort head

Long tailLong tail

•Create standard enabling layer

•Pave the way through hook service deployment

•Sell & support

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•Explain

•Demonstrate

•Adapt

•Convince

•Implement

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Save Time

Online Self Diagnosis

Dynamic Placement

Reporting & no-Answer-Mgmt

…by blending online with voice services:

Call Setup API – Click2Call Service

Save TimeTurn

Contacts into Sales

Report on

Marketplace

Efficiency

Online Self DiagnosisContext

Information

Dynamic Placement

Callback option

Reporting no-Answer-Mgmt

How to get more value out of:

Online Customer Interactions

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Call Setup - more than an API

•Seller of car does not answer or is busy– Gets email with CallerID, Subject, Timestamp

•Seller of car has limited opening hours– Possibility to request callback

•Seller has various sales people responsible for cars– Routing to correct person

•Repeated use– Browser will remember your phone number

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•One Size does not fit all

•Know the technology

•Work hard on capabilities

•But know the customer – Their pain points– Their needs– How to get them

excited

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Contactinformation

Stefan Hopmann

Swisscom AGStrategy & InnovationHardturmstrasse 3CH-8037 Zürich

Phone +41 44 273 73 03Stefan.hopmann@swisscom.com

www.swisscom.ch