Vivenciando a experiência web pelos olhos de seu cliente

Ernani KramerSales Leader – Latin Americaekramer@br.ibm.com

© 2013 IBM Corporation

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Please note the following

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision.

The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.

Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

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Mobilidade e mídia social estão remodelando os negócios

34%dos usuários de

smartphones escanearam um QR

code, 27% leram opiniões online

84%dos adultos

americanos que compraram online

ou por smartphones reportam ter tido algum problema

50%de aumento em

vendas online via dispositivos

móveis em 2011

55%dos usuários de

smartphones comparam preços

nas lojas

63% dos adultos online

ficam menos propensos a

comprar via outros canais em caso de

problemas em dispositivos móveis

92%dos consumidores

dizem acreditar em marketing boca-a-

boca e recomendações

Sources: IBM, Forrester, Tealeaf and Emphathica Reports

E quais as expectativas dos clientes?E quais as expectativas dos clientes?

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As expectativas dos clientes estão crescendo

Ser identificados como indivíduos

Uma experiência única e integrada

Uma experiência pós-venda impecável

Promoções relevantes e tempestivas

Recursos de auto-serviço simples, mas ao mesmo tempo ricos

Eles esperam:

Como lidar com estes desafios?Como lidar com estes desafios?

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Market

Service Sell

Tealeaf brings new capabilities to further transform the commerce cycle

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Market • Sell • Service

Reduce abandoned shopping carts.Maximize purchases over mobile devices. Better customer service increase sales.

Increase website and mobile device conversions. Speed time to better customer experiences.

Replay offending customer interactions and immediately address customer concerns and guide root cause analysis

Buy

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Web & Mobile Channels Reduce People to Data

See Your Digital Channels Through the Eyes of

Your Customers

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"It's as if my team had a blindfold over their eyes. With Tealeaf, the blindfoldwent away” - Air Canada

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Experience Your Customers

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As-it-Happens Awareness To Eliminate Further Struggle And Make More Customers Successful

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Tealeaf Lets You See:

Every customer

Every interaction

Every time

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All actionsAll actions

All interactionsAll interactions

Tealeaf Captures Every Customer, Every Interaction, Every Time

All customer

experience obstacles

All customer

experience obstacles

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Valor da solução

3,5% de aumento na taxa de conversão nos sites

60% de redução em custos de TI e desenvolvimento associados a reprodução de problemas e sua resolução

10% de redução em custos de TI e desenvolvimento associados à priorização de projetos

1% de melhoria na taxa de retenção em virtude de melhor experiência no site

0,5% de aumento no valor médio dos pedidos em virtude de melhor experiência do cliente

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SPAN port,Mirror port

Or Tap

IBM Tealeaf CX Capture

• Decrypt• Privacy• Assemble

Firewall

Switch, Router,

Load Balancer,Firewalls

Existing Customer EnvironmentWeb Servers

Application ServersDatabases

IBM Tealeaf CX Datastore

• Inspect• Event• Correlate

• Index• Archive

IBM Tealeaf cxImpactIBM Tealeaf cxViewIBM Tealeaf cxOverstat

IBM Tealeaf cxRevealIBM Tealeaf Verify

IBM Tealeaf CX Mobile

IBM Tealeaf cxConnect DAIBM Tealeaf cxConnect WAIBM Tealeaf cxConnect VOC

Internet

IBM Tealeaf CX• Rich Internet Apps• Flash/Flex

IBM Tealeaf CX Mobile• Mobile Sites• Mobile Apps

High-level architecture

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The Best Online Companies Rely on Tealeaf

45 of the Internet Retailer Top 100

57 of the Internet Retailer Top 200

7 of 10 of the Largest US Banks; 10 of the 25 Largest Banks Worldwide

11 of the 12 Largest P&C Insurance Companies in North America

6 of the 10 Most Visited Travel Sites

5 of the 7 Most Visited Travel Portals

All Major North American Wireless Providers

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Solutions for Industry Leaders

Retail

Including 1/3 of all Internet Retailers

> $100M

Including more than 40 P&C

Insurance Companies

Insurance

Including 25% of the leading Travel

Providers & Portals

Travel

Telco, Pharma, Utilities, etc. with B2C & B2B Sites

More E-business Leaders

Financial Services

Including 7 of the 10 Largest U.S.

Banks

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Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos.

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Transportation & Logistics

Media & EntertainmentTelco Health & Health

Insurance

Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos.

More customers by industry

Services

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50% of web transactions are still completed

with the help of an agent

Source: The Economic Necessity Of Customer Service, Forrester

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76% of companies learn about problems online as

a result of calls to the contact center

Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 201118

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84% of respondents agree that customer

service is increasingly a sales channel and that satisfied customers represent great

brand advocates.

Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 2011

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Supporting Multi-Channel Customer Experience: Tealeaf Bridges the Online/Offline Gap

???

Replay all interactionsReplay all

interactions

“See” all obstaclesfirst-hand

“See” all obstaclesfirst-hand

Review session history reportsReview session history reports

CRM integrated, single-click accessCRM integrated,

single-click access

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Netflights.com generates

$24M annuallyvia call center innovation

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OptionsXpress resolves

thousands of customer disputes

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Central Insurance reduces average call resolution time

24 hours to 10 minutes

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© Copyright IBM Corporation 2013. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Rational, the Rational logo, Telelogic, the Telelogic logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.