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……or This?

Business Challenges Business Scenario SANITIZED CUSTOMER EXAMPLE

• Address new generation 1 Safe Co. 2 Selects types and
preferences
preferred channels of
• Manage contact center communication with Safe
peak volumes and
respective customer Co. Insurance
experience
Policyholder at
• Increase frequency of Safe-co.com
touch with customer for
marketing and 3 System “Mr. Doe, your car insurance for Red 4a Client renews policy automatically,
relationship building F150 pick up and Green Honda Accord at low cost and avoiding a call to
Alerts of ends coverage in 5 days. Say “Pay” to
• Maintain the Agent end of … Contact Center at peak time
informed of Safe Co. coverage schedule a payment of $253.25 and
Insurance contact extend the policy for 6 months, “More
activity with customer 4e Agent Receives call with
information” for detailed options, or
Business Impact “Call my Agent” to speak with your Customer information and
agent Bill Smith” (if presence status
• Lower cost of operation
of agent is “available”)
• Customer satisfaction
increases context on phone screen or via

• Increased retention Customer Automatically Notified about Updates by Channel of Choice IM