an alliance to shape the future - eckoh · find out more call 08000 630 730 click...

Find out more: Call: 08000 630 730 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh

EckohID&VStrategic Partner Alliance Guide

Find out more:

This is about more than just a partnership... It’s a real strategic alliance...One that will enable us to work together to realise the best opportunities for your customers and for your organisation.

An Alliance to Shape the Future

Call: 08000 630 730 Click: [email protected] Visit: www.eckoh.com Tweet: @eckoh


1. Win more business2. Keep hold of your customers for longer3. Reduce costs4. Deliver more for less 5. Innovate utilising partner expertise

We know the top priorities for organisations like yours are...


With Eckoh you can extend your reach and capabilities across your entire Contact Centre with Self-Service technology and Secure Payment solutions to deliver exceptional customer experiences. We have 20 years’ experience delivering Self-Service solutions to leading organisations across industry sectors. More recently we’ve helped businesses develop their Omni-Channel capabilities. We’re also a market leading provider of Contact Centre PCI DSS compliance solutions for some of the biggest companies in the world. Our third-party support solutions extend the life of contact centre infrastructure for many leading global brands.

A partnership with Eckoh will allow you

to extend your capabilities to deliver the solutions that

your customers need intoday's market

place.



Who is Eckoh?

Eckoh is a global provider of Self-Service, Secure Payment and Customer Contact solutions, supporting an international client base from offices across the UK and US.

We’re experts in Omni-Channel solutions, PCI DSS compliance solutions and Third Party support with over 20 years’ experience. We’ve been a PCI DSS Level One Service Provider since 2010, processing over £1.5 billion in card payments annually.

Always ahead of the curve, we enable our clients to maximise investments, deliver top class customer engagement and embrace technology. Across both public and private sectors our clients rely on us every second of every day.

Delivering Omni-Channel solutions

is a priority for outsourcing businesses, with 87% of

customer service deals agreedin 2016 featuring

Multi-Channel delivery,compared to 59%

in 2015. [1]

[1] Arvato


Benefits for you...

What's in it for you?


• Target new opportunities

• Retain, renew, extend

• Reduce cost

• Industry leading expertise

• Innovation

• Extend your solution portfolio/offering

• Extended sales capabilities

Win more

Our portfolio of solutions will complement yours – extending your reach and expertise. This will mean you’re more competitive and will grow your business as a result. For you that means increased revenue, opportunities and success.

Retain clients

It costs less to retain a client than to acquire a new one. Working with Eckoh will enable you to offer better value pricing and a wider solution portfolio with the renowned market leader in Contact Centre Technology - Self Service, Contact Centre and Secure Payment Solutions. Our track record shows that we have a 99.8% customer retention rate – so, we’re well placed to help you do the same.



Reduce cost & increase productivity Our solutions are highly scalable and repeatable so they can be replicated time and time again. Our platform has all the capabilities built-in, including all the self service solutions. This also means that it comes with economies of scale so the more of our solutions we supply, the more cost effective it is. So, your agents and staff are more productive as a result.

Opex or Capex delivery models give pay-as-you-go pricing or a cost-over-time spread to suit your, or your customers’, business.

With our alliance comes the skills, expertise and experience of the Eckoh people – without you having to cover the cost of them in your overheads. You also get access to our marketing experts to enable you to ‘white label’ templated marketing tools for you to use with your customers.

Access the best skills

With the rising skills shortage in both public and private sectors, businesses will be looking to outsourcers to bridge the gap. With Eckoh you get access to some of the very finest brains and most experienced people in the Secure Payments, Contact Centre, Live Help, Support, Desktop, Speech Recognition and Self-Service sectors in the UK.

Innovation

Innovation is the new battlefield of customer experience and engagement. It is playing an increasingly important role in how your customers think of you and is creating huge opportunities and challenges that simply did not exist 2 or 3 years ago. Working with Eckoh allows you to be one of the best innovators in the Contact Centre, Self-Service, Omni-Channel and Secure Payment arena. We’ve proven, time and time again, that we have the expertise to spot the next challenge and address it head on.

When it comes to strategic alliances you want the best innovator on your side.


Harness sector experts

We’re focussed and expert in what we do and know the strength of this. The breadth and depth of our customer base reflects our expertise and ability to apply our solutions across many different sectors. This in itself means that we can create the right solutions for you to meet your customers’ needs.

We operate our own secure contact centre for some of our clients as well as delivering Contact Centre and Secure Payment services to others. This means we really know the challenges that impact profitability, operations and customer experience.

Not doing it all

What becomes evident is that no one organisation can do it all, alone. Today there are just far too many markets, solutions, channels and technologies – and it’s still moving fast. Today, it’s likely that you’ll work with a number of strategic alliance partners, choosing the best in each field, to build your impressive ability to deliver the end-to-end solution your outsourcing clients are looking for.

Sales support and business cases

Quotes, project estimates, SOWs or RFP responses bring up technical issues around platforms and applications that you don’t have. Because you wouldn’t keep expert resources to manage these they fall outside the scope of your in-house expertise.

Under NDA our expert team can work across multiple vendors and technologies to decipher information, prepare bids and coordinate resources to meet aggressive deadlines on everything from a quote to full RFP and presentation support.




PCI DSS compliant Apple Pay payment

via a telephone voice call

CallGuard – PCI Excellence Awards

Looking ahead and developing technology

for the future; Visual IVR,

biometrics and artificial intelligence

driven ChatBots

Implemented the largest natural language solution in the UK for a leading telecoms company


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1st

st1

Patents for CallGuardin UK & USA

CallGuard – Security/Anti Fraud initiative of the Year

PCI DSS Level One Service Provider to offer secure payments via Live Chat


Self-Service

Payments

Agent Desktop

Live Help

Support

• Self-Service: IVR, call routing, natural language speech recognition

• Payments: PCI DSS compliant Secure Payment solutions

• Live Help: Omni-Channel customer engagement through chat or call-back

• Support: Third Party Support, contact centre decommissioning

• Agent Desktop: A Multi-Channel interface across the whole enterprise

Eckoh’s portfolio in a nutshell:

Why Eckoh?


We’re helpful, flexible and respond quickly. We understand that winning complex deals starts with the technology, but includes understanding sophisticated business models, sales and marketing channel management and confident communications; electronically, verbally and face-to-face, either as Eckoh or as white label resources for your organisation. We help you respond to more enquiries, in a faster time, with higher quality responses.



Logistics

• 90% caller interaction levels achieved with Self-Service speech recognition and automation system for Yodel.• Hosted IVR provides exceptional customer service to the UK’s largest delivery network - Parcel Force Worldwide.

Transport& Travel

• £0.5m savings made by using Natural Language Call Steering for Transport for London.

• Over 27 million calls and 66 million minutes of traffic handled for TrainTracker journey planner for National Rail.

• 95% reduction in driver calls to head office using automated speech recognition for Addison Lee.

PublicSector

• 95% reduction in cost cost of collecting fines enabled with EckohPAY for the Ministry of Justice.

FinancialServices

• 400,000 calls per year made secure through EckohPAY for RCI Financial Services supporting Renault and Nissan.

Retail

• 74% reduction in agent intervention to customer calls and• 1.2 million calls per year handled by our Self-Service solution for

Vue Cinemas.• Over 86% success rate for callers using Ideal Shopping automated order line to identify and purchase desired product.

http://www.eckoh.com/application/files/4314/9518/9937/Logistics_Case_Study.pdf

http://www.eckoh.com/application/files/2514/9518/9350/Travel-Leisure_Case_Study.pdf

http://www.eckoh.com/application/files/8114/9519/0654/Public_Sector_Case_Study.pdf

http://www.eckoh.com/application/files/1614/9511/5198/Financial_Services_Case_Study.pdf

http://www.eckoh.com/application/files/6414/9519/0484/Retail_Case_Study.pdf




IT/Telecoms

• 9.2 million customers engaged in web chats, deflecting 13k calls each month for a large UK Telecoms company.

• 1 minute saved from agent time per call in first 6 months for a large UK Telecoms company.

• 50% savings in call handling time, saving £millions for a large UK Telecoms company and improving customer experience.

Utilities

• 20% more payments taken by South East Water using EckohPAY.• 90% of customers successfully identified themselves on the

EckohPAY system prior to making a payment with Northumbrian Water.• £7.4m in payments collected with EckohPAY in 7 months,

exceeding Northumbrian Water’s expectations.

http://www.eckoh.com/application/files/1214/9519/0572/Telecoms_Case_Study.pdf

http://www.eckoh.com/application/files/3814/9518/9546/Utilities_Case_Study.pdf

http://www.eckoh.com/clients

an alliance to shape the future - eckoh · find out more call 08000 630 730 click...

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