Trends in IP Contact Center Deployment Contact Center 2008 Industry Study.

Trends in IP Contact Center Deployment

Contact Center 2008 Industry Study

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Overview• Scalable, multichannel, and green,

that's what IP telephony is bringing to the modern contact center. In the past if you wanted to add chat to your contact center or email response you were limited to creating separate seats dedicated to these activities and as a result only large volume customers could take advantage of these service platforms. With the advent of IP telephony we are witnessing true convergence. This session will focus on IP contact center deployment trends and how providers are able to offer more advanced services and enable agents to offer new levels of customer service.

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Contact Center Evolution• As enterprises and small-to-medium businesses

are having to meet the new demands of their customers, Contact Centers are evolving to satisfy these needs

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What’s Changing• Improved service in current channels (primarily voice and

email)• Alternate channels for communications including text

messaging (SMS), on-line chat, and video• Combinations of fully automated and semi-automated

systems for inbound and outbound contact center applications

• Migration to SIP as legacy TDM-based systems approach end of life

6The vendors who participated in survey

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The Vendors• These vendors facilitate solutions to new industry demands

and requirements by designing their products around SIP and IT-centric Service-oriented Architecture (SOA).

• Each of the product suites reviewed are based on features and functions that were demonstrated on production systems that are available today.

• Their products are scalable to meet the needs of contact centers of every size.

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Customer Satisfaction Metrics

• Primarily a measure of the customer experience which includes the customer communications experience

• Research shows this directly correlates with financial performance

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Solutions• Figuring out ways to improve your customer’s phone and

multi-media communications experience, including self-service with the right personal touch, can make all the difference.

• Parallel and converged evolution is occurring with computing and telecom platforms and applications.

• Communication and media servers and associated applications can now be implemented virtually without limitation to geographic placement.

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SolutionsOrganizations can:

• Pool technical and human resources throughout the enterprise • Use ‘Presence’ information to reach personnel via preferred modes of

communication based on an individual’s accessibility over multiple devices• Improve overall user and customer experience with personalization and

dynamic interactions or ‘treatments’ for better phone and synchronized web applications

• Facilitate efficient and effective collaboration throughout the organization• Consolidate and extend application and management systems• Reduce carrier costs• Enable executives to readily automate business processes and facilitate

corporate initiatives

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Trends in Contact Centers Today *• Work at home agents• Resident experts• Business continuity• Flatten, Consolidate, Extend• SOA and Web Services• Analytics• Proactive Contact

* Special thanks to Avaya

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Work at Home Agents• Find and retain the best agents

– Save money on recruitment and training– Hire experienced, educated agents from anywhere

• Staff challenging shifts for 24x7 service• Provide superior customer service

– Increase agent satisfaction– Improve customer service, reduce talk

time with experienced agents

• Reduce brick & mortar costs• Ensure business continuity• Go Green!

– Reduce fuel usage, pollution, smog– News media loves “green” stories– Investors are looking for carbon neutral footprints

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Resident Experts• Use SIP/Presence to find expertise

– Presence is integrated into Avaya

IP Agent, IP Softphone

– Instantaneous access to available expert

– Help is “just over the cubicle wall”

– Initial agent can now become the final agent

• Benefits– Deliver first call resolution

– Customer satisfaction grows

– Overall talk time is lowered

– Win/win for your customer and your business

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Business Continuity• About half of US companies have a business continuity plan

and a disaster recovery system

– 40% of companies with 40-99 employees

– 50% of companies with 100-499 employees

– Majority of companies with 500+ employees

• Varies by industry

– Financial Services and Healthcare appear well-equipped

– Hospitality and Retail lag significantly

• Requirement: 5 9’s of reliability, seamless failoverSource: Key Market Insights – Global Segmentation 2006-07

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Flatten, Consolidate, ExtendAn Avaya Differentiator

• Adopt IP on Your Path, at Your Pace– Traditional TDM, IP - or a hybrid of the two– Applications are infrastructure agnostic

• Accomplish More with Simpler Infrastructure– Run applications centrally, distribute value globally– Flatten, consolidate, and extend (FCE)– Single logical contact center– Flexible queuing

• Reduce costs!

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Maximize re-use with Service Oriented Architecture - Deliver consistent self-service experience across voice & web portals

Build customer loyalty – Increase customer satisfaction with options

such as going to an agent– Deliver a consistent “voice”/brand image

Voice Portal, Interactive Response Dialog Designer

Bring together the power of voice and the web:– Maximize application portability and reuse

with Web Services & VoiceXML– Simple, easy-to-use application creation– Failover capabilities– SIP, H.323, TDM provide flexible

evolutionary path

SOA and Web Services

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• Gain more intelligence into the customer service you deliver– Take the next step beyond operational reporting– Incorporate analytics to learn not just “what happened”, but “why”

• Relate contact center performance to business results– Who are the “best” agents from a revenue perspective?

• Appraise your customer service from multiple perspectives– What is the performance of each location?– How is the enterprise performing?– What view best enables you to

analyze your center?– What time zone are you in?

• Quickly identify problem agent behaviors• Assess the value of blended agents

Contact Center AnalyticsMake business decisions based on facts

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Proactively Contact Customers

• Improve customer satisfaction – Reach out to your customers proactively with

information that they need and value– Provide more options for self-service

• Improve agent productivity– Use segmentation to reach the right

customer at the right time– Blend outbound calls to fill slow inbound times

• Improve profitability – Reduce debt write off and improve collections– Deliver the maximum live contacts to agents at the lowest cost per

contact

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QUESTIONS?QUESTIONS?

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Contact: [email protected]