Contact Centers

The Future of the Contact Center
Rich Tehrani
President
TMC
www.tmcnet.com

TMC
33 Year Old Publishing And Trade Show Company
First Magazine in Contact Center and VoIP Space
TMCnet: Top 3,500 Sites in World

Here Is The Future
VoIP
SIP
Speech

Your Future is VoIP
What is it?
Regular Voice
Voice over IP
Voice Voice Voice Voice Voice

VoIP Benefits:
Cost
Remote Agents
Distributed Contact Centers
Offshoring – Indirect Cost Savings
Single Wire – Easier Management
Knowledge Workers

Other Benefits:
Wireless Management
Presence -- SIP
Less Equipment
Browser-Based Phones
Better Equipment – More Competition
Push-To Talk

IP Changes Everything
Chat
E-mail
Voice
Video

How Does Business Benefit?
Seamless Connectivity
Virtual Enterprise
Easy Video
New Services
More Flexibility
Wireless Benefits – Soft Client or Phone
Inexpensive Conferencing

More Business Benefits: Hosting Becomes Easy
VoIP Allows Agents and Host to be Anywhere – Saves $
Allows Distributed Contact Center and Flexible Business Growth
Reduces Capital Expenditures

New Business Ideas
Video Kiosks
Call-Me Buttons
Better Sound Through Headsets
CD Quality Conversations

Heed Warning Signs

Heed Warning Signs Bandwidth Issues Security QoS Find Solid Vendors

Spam Over Internet Telephony
S
P
I
T

More Security Issues
Denial Of Service
Firewall Issues
Customer Data Issues – Be Careful

SIP
Device Interoperability
System Interoperability
Seamless Presence

SIP Trunks
The Future Of Contact Centers
HMP Connections

Speech
20%+ Can Be Automated
Quality Assessment
Performance Optimization
Rapid Escalation

Home Agents
Amazing Potential
Can Also Be Off Shored

Ideas
E-Mail
Integrate Media – Chat, E-Mail, etc.
Don’t Bounce Customers
Don’t Over-Rely On Technology

Future
Customers Will Become More Empowered
Will See Wait Times Online
Will Have Instant Chat Capability
Will Schedule Call Backs Online
You Want To Be Ahead Of This Curve
Happier Customers

The End
Thank You For Attending And Listening And
Thank You Interactive Intelligence/Vonexus For Inviting Me!
WWW.TMCNET.COM
Blog: tehrani.com
Rich Tehrani
President
TMC
[email_address]

Contact Centers

by Catharine24 on May 06, 2010

Accessibility

Upload Details

Usage Rights

Statistics

Contact Centers Presentation Transcript