IPnett Contact Center Solutions - WORKSHOP OSLO 4thDec 2013

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IPnett Contact Center Solutions. WorkShop 4th Dec 2013. Presented by Peter Agild.

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IPnett Contact Center Solutions - WORKSHOP OSLO 4thDec 2013

  1. 1. Contact Center Workshop Aker Brygge, 4th December 2013
  2. 2. Agenda • Intro (Peter Agild, Head of Business Area UC) • Trends and new challenges in the Contact Center – Knut-Arne Nygård – Peter Agild • Avaya updates – Maksim Lukascuk (Contact Center specialist Avaya) • Round table discussion • End of workshop • Dinner at D/S Louise at 16:30 TEMA
  3. 3. OUR VISION To be the most attractive provider of secure, innovative communication solutions and services in the Nordic. TEMA
  4. 4. IPnett facts • Founded in Norway in 1999 Company Offices • Nordic company with ~120 employees Oslo • Nordic technical team with over 60 highly certified senior consultants. • Owned by financial investors and employees. • Turnover 2012: NOK 250 Million • Prospect 2013: TEMA NOK 330 Million Lund Company Growth 500 400 Market recognition 300 Geographic expansion Establishment 200 Growth ambition 100 0 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 • Offices in Oslo, Stockholm, Lund and Copenhagen. Copenhagen Stockholm
  5. 5. Our people Trust Challenger Competence • • • • Top professionals TEMA Spirit for individual growth Focus on developing personal competences and attributes Driven by strong company values Quality Enthusiasm
  6. 6. What we do Our strength is our combined skills in advanced network technology and application network requirements. NETWORK • • • Multiservice networks: one network for all applications & services Increased efficiency and scalability, secure future company growth TEMA 100% uptime and availability UNIFIED COMMUNICATIONS • • • • • • Increased mobility and efficiency Collaboration Presence/availability Enhanced customer service The merger of voice, video, conferencing and office applications Virtualisation SECURITY • • • • AAA (across fixed and wireless networks) Encryption Monitoring/reporting Security reviews
  7. 7. CONTACT CENTER TRENDS SOURCES: AVAYA, GARTNER, NEMERTS, FROST & SULLIVAN AND IDC TEMA
  8. 8. Trends… • Social business and B2X • Big data • Multimedia and self-service • Evolution of the contact center agent • Cloud/hybrid or CPE solutions TEMA
  9. 9. Social business and B2X • Twitter and Facebook are becoming increasingly import for all business (20 % using social media to communicate with organizations WEB CHAT INTERNET SELF-SERVICE TWITTER, FACEBOOK PHONE • B2X, Business to anything is the new busword – The blur between private/work life • Share information with friends, publicly complain, compliment, and/or comment on goods and services, or simply obtain information about a company and its offerings. STORE TEMA % using channel to communicate with organizations
  10. 10. Big data Analytics - Gaining intelligence from big data – Keywords, issue, quality problems or rapidly feedback of campaigns – More and more import due to the number of medias and channels – Your call center analytics can also help you schedule your agents more effectively TEMA
  11. 11. Multimedia and self-service • Consumers are more tech-savvy than ever. Most are adept at going online or using IVR systems to get the service they need from businesses without talking to a live agent. • Short answers, FAQs and quick updates are typical self-service errands. • The mobile world, the impact of social media, and the evolution and consumption of different technologies are forcing and enabling organizations to become more agile and responsive. TEMA
  12. 12. Evolution of the contact center and agent • The key challenge in building a multimode and self-service contact center is integration among various channels. Customers sending mail and not receiving a sufficient response shouldn't have to repeat their entire inquiry if they place a call to the Contact center. • Customers who do request help from human attendants generally have more difficult issues to resolve and require agents who possess specialized knowledge. TEMA
  13. 13. Cloud/hybrid or CPE solutions Public OPEX Subscription License Cloud Hybrid UC/CC/Video as-a Service Next Gen Public Cloud Operations Services CAPEX Perpetual License On-Premises Private Hosted Cloud Enablement Public Cloud Collaboration Pods TEMA On-Premise UC/CC/Video Products & Services Managed Private Cloud Private Cloud Build Out Build Manage Enable Deliver
  14. 14. Contact SWEDEN IPnett AB, Dalvägen 8, 169 56 SOLNA Phone: +46 8 55 50 68 00 Fax: +46 8 55 50 68 01 info@ipnett.se NORWAY IPnett AS, Vollsveien 2 B, 1366 LYSAKER Phone: +47 67 20 10 10 Fax: +47 67 20 10 11 info@ipnett.no Oslo Stockholm SWEDEN IPnett AB, Scheelevägen 27 223 70 Lund Phone: +46 8 55 50 68 00 Fax: +46 8 55 50 68 01 info@ipnett.se TEMA DENMARK IPnett A/S, Gammel Køge Landevej 55, 4th floor, 2500 VALBY Phone: +45 48 10 75 00 Fax: +45 48 10 75 01 info@ipnett.dk Copenhagen Lund

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