The collaborative contact centre

The Collaborative Contact Centre

Tom Perry Marketing Director EMEA

© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023

Complexity Slows

Business

Some themes for today’s session

© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023 3

Is the device relevant?


Human latency slows things down


Communications Enabled Business Process

CEBPRemoving human latency from the

business process


50% less calls through Call Centres in 5 years time?

Death of the Voice Centric Contact Centre


More Collaborative communications means

• Simplicity• Productivity• Low TCO

Revenue

Costs

• Collaborativecommunities

• IncreasedOpportunity

Agility

Lenovo User

Can we tidy these up with better graphics?


The Challenge in the Phone Centric World

• Skill retention• Downtime• Time to repair• Speed of change

• Longer Calls• Unhappy Customers• Non-productive time

Complexity

Revenue

Costs

Lenovo User

Ditto with this slide.


Why should it be complex?

The Contact Centre Market & Trends

11 © MZA Ltd. 2010The Contact Centre Forecast

‘The European Telecommunications Market’

Market Analysis

85% 84%

82% 80% 77% 75% 72% 68% 65%

15% 16%

18%20% 23% 25% 28% 32% 35%

2007 2008 2009 2010 2011 2012 2013 2014 2015

Single Media Multimedia Equipped

223216

Contact Centre Agent Market Single Media v Multimedia Equipped

000s Agents

164

218

191180

201209 214

UK



Contact Centre – Market TrendsC

on

tact

Cen

tre

– M

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end

s

As the economy started to show signs of a recover in 2010, reducing costs and maximizing employee productivity and efficiency while gaining a competitive edge continue be to high on many organisations agenda

Economic Downturn

To ensure that customers are dealt with in the most efficient manner, contact centre vendors are incorporating UC technologies such as instant messaging within their contact centre solutions. This gives agents access to skilled workers within the organisation that are not part of the formal contact centre to ensure first contact resolution.

UC Integration

Remote Workers

Contact centre organisations are increasingly demanding the ability to be able to have employees work from home and remote location which can lead to cost saving for the organisation and better work-life balance for employees

Agent Productivity

With organisations looking to improve productivity of their agents in the difficult/challenging economic climate, workforce management (WFM) applications are allowing companies to maximise the efficiency of agents within their contact centres



Contact Centre – Market TrendsC

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In a worsening economic environment with less new customers available, organisations are looking to retain existing customers to develop future business where a high level of customer services is essential. In addition, organisations are looking to attract new customers where a high level of customer service can differentiate from the competition. Contact centres provide a key tool to achieve both of these goals.

Customer Retention and

Generation

As e-commerce continues to grow, contact centres are having to deal with various different communication mediums such as e-mail and web-chat. The recent increase in Web 2.0 applications/sites such as Facebook and Twitter is creating demand for new mediums of communication within the contact centre.

Multimedia Contacts

Back Office Integration

Organisations have started to use contact centre technology within back office environments to effectively deal with media not traditionally handled by the contact centre such as white mail

Cost Reduction

As organisations try to remove costs from their contact centre, they are looking to self-service applications such as IVR/Voice Portals to reduce the need for live agents and further automate processes for the customer. Organisations have to carefully analyse which contacts can be effectively handled by an automated solution to ensure high levels of customer satisfaction are maintained.



Multimedia Contact Centre – Market Trends

Customer expectations have changed – email is now a standard form of contact and as broadband becomes increasingly adopted this will drive the requirements for web interaction

Different generations are used to communicating via different channels. For example, one generation may regard voice as the chief means of communicating with a contact centre, whereas others may consider social media (e.g. Twitter and Facebook) as the chief means of communicating.

Mu

ltim

edia

Co

nta

ct C

entr

e –

Mar

ket

Tren

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Customer Expectations

Generational Shift

Video Communication

The advent of 3 and 4G technologies (mobile handsets) is expected to initiate/drive this type of communication between customers and centres/agents throughout the projection period

Customer Satisfaction

The contact centre is a critical communication point between the customer and the organisation. Through utilising multimedia capabilities effectively, organisations are able to sustain/increase customer satisfaction/retention.

UC in the Contact Centre

Is this how you

imagine home-based

contact centre

agents?

Or this?

It is/would be difficult to manage homeworking agents effectively

Contact centre’s experience of using homeworkers

Source: ContactBabel UK Contact Centre’s Decision-Makers’ Guide, 2009


VoiceUnified

Messaging

Presence and IM

Video

Business Processes

Office AppsIntegration

Mobility

Home

OfficeMobile Hotel

Contact Centre

ConferencingWeb

Collaboration

Deliver the Same Unified Comms Functionality Anywhere !

© 2009 ShoreTel, Inc. All rights reserved worldwide.

ShoreWare Director

ShoreWareCall Manager

ShoreWareCall Manager

PSTN

Third PartyPBX

PSTN

Third PartyVoicemail

Third Party Phones

ShoreGear T1k

EnterpriseContact Center

Converged Conferencing

Applications•Voicemail•Auto Attendant•System Administration

VPN Concentrator

AnalogPhone

ShoreWareMobile CallManager

Options:•Office Anywhere•SoftPhone

PSTN

ShorePhone•ShoreTel VPN Phone

ShoreGear 90BRiShoreGear 220E1

ShoreGear 220T1ShoreGear 90ShoreGear 50

ShorePhone

ShorePhone

IP WAN

Applications•Voicemail•Auto Attendant

EnterpriseContact Center

PSTN

Virtual Contact Center – Architecture is Everything!


Manage the Experience

In any customer interaction, there are eight key stages where the opportunity exists to fundamentally impact the quality of the experience.


Best Practice - All In One Solution

• Base package comes with all functionality

• No expensive upgrades to add web chat, email or outbound

• Built in IVR engine for self service

• Built in Outbound Dialer for preview / progressive campaigns

• Single management interface

• Single reporting engine

• All features can run in a single server

• Integration to ERP / CRM + Social Analytics

22


End-to-End Solution for Effective Customers

Service

Business Rules

Agent Tools

Measurements

Management

ShoreTel’s End-to-End Solution


Unified Desktop to Support FCR

24

• Single client for all users in the system

• IM, Video, Chat, Call history, directory, video, conferencing, presence

• All CC functionality accessible through the client

• Simple yet powerful application for remote agents

• Reduced training, friendly interface – don’t treat your agents separately

“A unique advantage of the ShoreTel Contact Center solution is in its ability to integrate remote agents on the fly to help meet a surge in traffic. During public health panics like the recent peanut butter recall, our traffic more than tripled. ShoreTel lets us handle these kinds of spikes more easily since our poison specialists can login to the poison center and answer calls from home using their regular phone lines and respond quickly to concerned residents.” - Dr. Robert J. Geller, Medical Director, Georgia Poison Control

© 2009 ShoreTel, Inc. All rights reserved worldwide. 25

Reporting – Sophisticated yet Simple

• Extensive Statistical reporting

• Built-in – Crystal Reports not required

• Numerous statistics for reporting – agents, groups, DNIS, wrap codes, work codes, IVR usage, campaigns, abandon logs etc.

• No database programming

• Create your own formulas

• Agent Manager

• Updates every second, role based

• Extensive real-time views

25


Enterprise Contact Center – Cure for the Complex Call Center

26

Social Analytics & CRM in the Contact Centre


Social Analytics is the Key to Pulling Information into the CC

• 30% of enterprises will introduce a social media strategy to assist with corporate brand management and customer satisfaction perception

BUT WHY BOTHER?

• New Sales opportunities

• Customer Support – expected medium

• Channels monitoring – internal & external

28


Process Flow for Social Media in Contact Centre

29

Customer

Social Media

Social Analytics Layer

CRM / ERP

Contact Centre Agent


Best of Breed Social Analytics

CRM / ERP

http://twitterlogo.org/twitter_logo_-2765/

http://twitterlogo.org/twitter_logo_-2765/

http://blogs.gartner.com/gbn/feed/


ShoreTel Open Integration

Open Integration

• Enterprise applications seamlessly integrate into the system

• Out-of-the-box implementation

• User productivity & efficiency greatly enhanced

• Open API for custom integrations

31


The Key Advantages of the Social Layer + CC


The Key Advantages of the Social Layer + CC

A Case Study


Consumer Credit Counselling Service - CCCS

35

“We are seeing how UC & contact centre technologies are really making a difference in giving faster, more effective advice to our 500,000+ callers each year - in what is a stressful situation.”Gordon BellCEO

Challenge

• CCCS, the UK’s leading debt charity had outgrown its 10+ communication systems & needed consolidation

Solution

• Shoretel’s UC & contact centre system supports new client contact process & faster resolution

Benefits• UC/contact centre:

• Enables ‘warm transfer’ customer service via ‘presence & skills-based routing’

• Slashes counsellor appointment process from 2 days to under 2 hours

• Intuitive management reporting helps CCCS better manage resourcing

• 40% of client enquiries being resolved on their first call’ vs. 5% beforehand

Summary

Social Media - Get on the same page

Prepare your network & best of breed apps – keep it simple

Always pilotShoreTel always offers you

demo & pilots

© 2009 ShoreTel, Inc. All rights reserved worldwide. 40

The collaborative contact centre

Technology

contact centre solutions

contact centre technology

formal contact centre

contact resolution

centre vendors

voice centric contact

customer retention

efficiency of agents