It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps? Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side. Thank You for Joining Today’s Webinar:
22
Embed
It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps?
Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the
presentation. Just type your question into the “Ask a Question” window on the right side.
Thank You for Joining Today’s Webinar:
It’s Time To Replace Your Old Call Center ACD. What Are The Next Steps?
•Context• Customer Understanding• Business Insights•Skills• Business Knowledge• Channel Competency• Language Skills•Presence• Resource Availability•Business Rules• How to handle the contact based on the above
•On Demand Webinar: •Save up to 50% by Migrating from an ACD/PBX Environment to a SIP-based Contact Center. Hear the Ticketmaster Success Story
•View this webinar to learn how:• Ticketmaster achieved 60% decrease in annual maintenance costs & ROI in
18 months by moving to SIP• You can add new channels such as IM, video, and real-time collaboration via
the web• An open, SIP standards-based, 100% software solution, you can innovate
your customer service operation with new channels, media types, or staffing models. You can accomplish all this and lower contact center OPEX by up to 50%
Best Practice, Standards-based Approach to Implementation
• Network Readiness / Appropriate Architecture• Business Continuity, High Availability, Disaster
Recovery• Security & Compliance Considerations• System Readiness – Load Testing, Fail Over Simulation• Serviceability, Operational Maintainability & Support
Key Takeaways
Replace your ACD with a next generation customer engagement solution:1. Designed for Multi-Channel2. Data and Business Rule Driven3. Standards-based Software4. Proven Deployment Model5. Lower TCO