UC Expo 2010 – The business benefits of unified communications for Customer contact & Management


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  • IPA will assist with the common, repetitive types of processes found in any organization
  • IPA will also tackle the people-centric processes that are unique to certain industries.
  • Some companies may think inserting data into spreadsheets, using colored file folders, or sending emails is ‘automating’ a process.Latency and human error introduced by manual or poorly automated processes cost companies:TimeRevenue opportunitiesCustomer service and satisfactionComplianceWorkforce effectivenessDelivery costsCash flow issuesStaffing
  • Just using technology to automate will likely result in automating a broken process. It’s critical to map out a process “as is” today, identifying opportunities for efficiencies or improvements (such as redundancies, bottlenecks, human decisions that allow for error downstream in the process), then re-designing the process “to be” implemented in IPA. Taking a process that occurs 50 times a day and automating it so it can occur 100 times may not be what a company needs. Drawing out what the process is, and what it needs to be will drive significant, compelling ROI. (ROI that can potentially fund the next process implementation project…)
  • These are just some examples of how efficiencies created with IPA can result in measurable ROI.
  • The same advanced technologies that enable contact centers to effectively handle volumes of real-time interactions are now applied to “work center” processes.
  • A simple generic look at any process a business may face. Many inputs for how a process is started.Simple rules based triage to do things like verify dataMove the work items through several points of contactAlert or notify, anyone, with any method, at any step of a processFulfill the process and have the ability to report and track all the steps that were taken.
  • An all-in-one solution for business process automationBuild itDefine process dataDesign process work itemsLay out the process flowDeploy without ever touching end-user desktopsImprove itTrack performance in real-time
  • Drag and drop various user interface controls onto the canvas and associate them with different pieces of process data. Create different work itemsfor the various users that will participate in the process and limit them to what is appropriate according to their roles. Easily handle access to images, document access, faxes, and even embed web browser controls.
  • Describe the different states through which work flows during the process and what steps to perform along the way.
  • The Interaction client is the interface for all communications AND processes
  • End users receive work items as designed for them.
  • A user can manually launch any process to which they have rights…
  • End users can search across completed or running processes by specific fields such as customer’s name, phone number, account number, etc. and find all matching processes. This capability will be useful when a customer calls with a question about a current process.
  • Or, a user can add notes, or view the details or notes of a given process instance, including all interactions related to it. For example, a user can see all calls made to a customer or received from a customer about a loan request. Providing employees in any “work center” this level of visibility to respond to customer requests on demand will greatly enhance customer service and satisfaction. The ability to associate interactions with a business process will offer managers insight into the true cost and true time of that process, end-to-end.
  • UC Expo 2010 – The business benefits of unified communications for Customer contact & Management

    1. 1. Customer & Service Orientated Communications Theatre<br />The Business Benefits of Unified Communications for Customer Contact & Management <br />Neil Titcomb<br />Interactive Intelligence<br />
    2. 2. <ul><li>Improved Productivity and Greater Efficiency</li></ul>“I’m in finance and I can contact an available person on the field sales team far more easily”<br /><ul><li>All well and good, but…</li></ul>These are soft ROI items<br />Very difficult to quantify the results and savings<br />What is the Promise of UC?<br />
    3. 3. Next Generation Communications<br />Business Process Automation<br />Process Automation<br />Adherence<br />Activity Tracking<br />Reporting<br />Performance Mgt<br />Enterprise presence<br />Desktop video<br />IM<br />Mobility<br />Audio conferencing<br />Web conferencing<br />Unified Communications<br />Contact Center Automation<br />IVR<br />ACD<br />Presence<br />Outbound<br />Web chat<br />E-mail routing<br />Quality Monitoring<br />Screen pop<br />Unified Messaging<br />Voicemail in e-mail inbox<br />Fax in e-mail inbox<br />Desktop faxing<br />TTS for e-mail access<br />IP PBX<br />Security<br />Remote access<br />Networking<br />Directories<br />IP Telephony<br />
    4. 4. Extending UC Beyond the Contact Center<br />Queuing Concepts & Economies of Scale are no longer just contact center Activities! <br /> Computer Based Process Automation (CBPA) has taken the concepts perfected from the contact center and are extending them to the rest of the organization. These concepts include:<br />FIFO<br />Skill Based Routing<br />Time and Motion (AHT)<br />Service Level Delivery<br />Resource Forecasting / Scheduling<br />Real-Time Monitoring / Historical Reporting<br />Eliminate ‘Paper-itis’<br />
    5. 5. “Horizontal” Processes<br />There are many examples ofbusiness processes that could occur in any organization, regardless of industry:<br />
    6. 6. “Vertical” Processes<br />There are also examples ofbusiness processes that are specific to a particularindustry:<br />The common factor of the processes we are focused on is the fact that they are multiple-step, people-centric processes.<br />
    7. 7. The Problem…<br />Organizations lack efficiency because manual processes are time consuming, inconsistent, and filled with latency and human error.<br />
    8. 8. The Solution…<br />Technology that provides the automation of core, people-centric business processes using proven communications technology<br />
    9. 9. The Path to ROI Begins With The Process<br />The process re-designed for automation will look very different than it does today<br />“TO BE”<br />“AS IS”<br />Critical process analysis, discovery and design phase:<br />Document process “as-is” today<br />Identify opportunities for improvement<br />Re-design process as it is “to be” implemented in IPA<br />Estimate/validate ROI<br />
    10. 10. How Process Based UC Delivers Measurable ROI<br />Minimizes<br />Latency<br />Latency<br />Human<br />Error<br />Human<br />Error<br />
    11. 11. Applying Proven Communications Technologies to Process Automation<br />Contact center-style queuing and routing become essential for accurate and flexible prioritization and distribution of work in multi-step business processes<br />VoIP provides complete location-independence, enabling employees to participate in business processes from anywhere in the world<br />Communications<br />Technologies<br />Process<br />Automation<br />Becomes “process presence” indicating availability for a work assignment to speed processing time<br />Provides visibility into every step of the work process, including supervisory, escalation, audit and reporting functions<br />Becomes an essential part of compliance for business processes<br />
    12. 12. Real Value from Proven Technologies<br />
    13. 13. What Does CBPA Enable A Company To Do?<br /><ul><li>Automate manual or poorly automated processes using powerful, flexible data structures and robust user interfaces
    14. 14. Initiate processes from interactions, events, other processes…
    15. 15. Sequence and track work even when performed by means outside the engine
    16. 16. Manage work and interactions; link them in one automated process
    17. 17. Intelligently route work and orchestrate entire business processes across the enterprise (“silos”- people, systems, departments, business units) and beyond
    18. 18. Create complete business process flows entirely within a single process automation engine
    19. 19. Service Oriented Architecture (SOA) interconnects all components; processes can make use of all the power of the IC Platform</li></ul>CBPA is not intended to replace core business systems but to easily work in concert with them<br />
    20. 20. The Benefits of Process Automation<br /><ul><li>Better customer service via well documented, systematized processes
    21. 21. A more efficient organization with more expertise implemented explicitly in automated processes rather than implicitly by key employees
    22. 22. Greater ability to withstand employee turnover and temporary unavailability
    23. 23. Greater visibility into key business processes and what it costs to run them
    24. 24. Greater opportunities to save money and increase efficiency
    25. 25. Greater opportunities to retain and grow valuable customers</li></ul>Improving business processes improves competitive advantage<br />
    26. 26. CBPA Summary<br /><ul><li>End-to-end process automation from process modeling, to work delivery and presentation, to monitoring and tracking
    27. 27. Measurable ROI by applying proven communications technology to process automation
    28. 28. Less costly and complex than alternative approaches to process automation
    29. 29. Needs easy integration with core business applications (e.g. SharePoint, CRM, content management, external portals, etc.) </li></li></ul><li>The Big Picture of Process Automation<br />Resolved<br />Submit<br />Communications<br />Chat<br />Call<br />Email<br />SMS<br />Alert<br />Accts Payable<br />Notify<br />Customer<br />Triage<br />(Apply Rules)<br />Accept<br />Approve<br />Fulfill<br />
    30. 30. How It works<br />CBPA<br />
    31. 31. Intuitive Design Environment<br />
    32. 32. Defining the Process Data<br />What information do you want to capture and track?<br /><ul><li>Choose from the many available data types to create a schema describing what information is to be collected during the process.
    33. 33. Set role-based security specificationsto control who can see and who can change information. </li></li></ul><li>Design end user views of work items with drag-and-drop simplicity<br />Creating End User Interfaces<br /><ul><li> Create different work items for different people involved in the process.</li></ul>• Work items display and capture process data.<br />• Easily associate user interface controls (e.g. a text box) with a specific<br />piece of data (e.g. <br />customer first name).<br />• Add graphics, embed links to other applications…work items can be as simple or complex as needed.<br />
    34. 34. Visually lay out the process flow in a very intuitive way<br />Laying Out the Process Flow<br />A process flow <br />consists of various <br />states (e.g. <br />“submitted,” <br />“approved,” “denied,” <br />etc.) and the tasks and actions that occur in each state<br />
    35. 35. Processes can be initiated in many ways<br />E-Mail<br />Web<br /><ul><li>The same process can easily be kicked off in many ways.
    36. 36. Agents can also kick off processes on behalf of customers from within Interaction Client.
    37. 37. Implement consistent processes across the organization.</li></ul>IVR<br />Process<br />Agent-assisted phone call<br />Applications and Systems<br />
    38. 38. Work Items Appear<br />Work is presented in the same interface used for interactions<br />Users start seeing work show up in their My Work Items<br />
    39. 39. Interfaces present and format work to be done<br />Users Work in the Designed Interfaces<br />
    40. 40. Launching a New Process<br />
    41. 41. <ul><li>Users can search across the defined fields and find all matching processes.
    42. 42. This capability is often used when a customer calls with a question about a current process.
    43. 43. Calls and other interactions can be linked by the user with a particular process.</li></ul>Searching Across Processes<br />
    44. 44. <ul><li>Users can take an inbound interaction and associate it with a particular process that had been started prior to the current call. This allows multiple interactions to be added into the same process.</li></ul>Associated Interactions<br />
    45. 45. Real-time Monitoring<br />Real-time monitoring of running processes<br />View details of a particularprocess<br />
    46. 46. Historical Reporting<br />
    47. 47. www.inin.com<br />Interactive Intelligence<br />DELIBERATELY INNOVATIVE<br />Questions & Discussion<br />