Communications Enabled Business Process 5 CEBP Removing human latency from the business process
Death of the Voice Centric Contact Centre 50% less calls through Call Centres in 5 years time?
More Collaborative communications means 7 Agility
The Challenge in the Phone Centric World 8
Time to repair
Speed of change
Why should it be complex?
The Contact Centre Market & Trends
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 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 Agent Productivity 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 Remote Workers Contact Centre – Market Trends Contact Centre – Market Trends
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 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. Cost Reduction 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 Back Office Integration Contact Centre – Market Trends Contact Centre – Market Trends
Multimedia Contact Centre – Market Trends 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 Customer Expectations 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. Generational Shift 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. Customer Satisfaction 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 Video Communication
UC in the Contact Centre
Is this how you imagine home-based contact centre agents?
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
Voice Unified Messaging Business Processes Office Mobile Hotel Office Apps Integration Presence and IM Home Contact Centre Mobility Video Web Collaboration Conferencing Deliver the Same Unified Comms Functionality Anywhere !
PSTN PSTN PSTN PSTN ShoreWare Mobile Call Manager ShoreGear 90BRi ShoreGear 220E1 Analog Phone Options:
ShoreWare Call Manager Applications
ShorePhone Enterprise Contact Center ShorePhone
ShoreTel VPN Phone
Enterprise Contact Center ShorePhone Converged Conferencing ShoreGear 220T1 ShoreGear 90 ShoreGear 50 Third Party PBX ShoreWare Call Manager ShoreGear T1k VPN Concentrator Applications
Third Party Voicemail Third Party Phones ShoreWare Director IP WAN 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
ShoreTel’s End-to-End Solution
Unified Desktop to Support FCR “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
All CC functionality accessible through the client
Simple yet powerful application for remote agents
Reduced training, friendly interface – don’t treat your agents separately
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 Flowfor Social Media in Contact Centre 29 Customer Social Media Social Analytics Layer CRM / ERP Contact Centre Agent
Best of Breed Social Analytics CRM / ERP
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 32
The Key Advantages of the Social Layer + CC 33
A Case Study
Consumer Credit Counselling Service - CCCS 35 Benefits
Enables ‘warm transfer’ customer service via ‘presence & skills-based routing’
Slashes counsellor appointment process from 2 days to under 2 hours
40% of client enquiries being resolved on their first call’ vs. 5% beforehand
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 “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 Bell CEO
Social Media - Get on the same page
Prepare your network & best of breed apps – keep it simple
Always pilot ShoreTel always offers you demo & pilots