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Unified Desktops


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In uncertain times every customer and every cent counts. In a move to optimize resources, many contact centers are turning to unified agents desktops to cut costs, empower agents and deliver a better …

In uncertain times every customer and every cent counts. In a move to optimize resources, many contact centers are turning to unified agents desktops to cut costs, empower agents and deliver a better customer service.

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  • 1. Agent’s Desktops, The Contact Center’s Universal Remote By Mark Lepko President North America Altitude Software ©1993-2008 Altitude Software - All Rights Reserved
  • 2. Agenda • About Altitude • Market Trends • Business Drivers • Defining Unified Desktops • Advantages for Customers, Agents and IT • Agents Desktop – The “old way” – The “new way” • Benefits • How Altitude Can help • Customer Testimonials • Q&A © 2008 Altitude Software 2
  • 3. Corporate Mission To provide the most effective solutions … for professionally managing customer interactions … independently of infrastructure and geography. © 2008 Altitude Software 3
  • 4. Values - from Principles to Actions Altitude uCI= SIP based Unification unified customer Unified Comms for interactions the Contact Center Open, Modular, “Off the Independence Multi OS, DB, shelf“ PBX hardware 85% Customer Quality ISO 9001:2000 Satisfaction
  • 5. Altitude uCI • Altitude uCI is a suite built together and not created from separate products. This allows for: – single admin – single language – single training • For each CC responsibility, Altitude uCI has a family of software applications • We leverage 14 years of market experience and approx. 800 installations One unified system © 2008 Altitude Software 5
  • 6. Platform and Infrastructure Independence Operating Systems Databases Switches TDM IP Switches © 2008 Altitude Software 6
  • 7. Altitude Software today Global Presence with 18 Offices and customers in 60 countries Customers Offices & customers Offices in 18 countries 800 Clients and instalations in 60 countries 200.000 paid licensed users ©1993-2008 Altitude Software - All Rights Reserved 7
  • 8. Global Presence Across Vertical Markets AP PER MARKET 39% Outsourcers & Hosters 25% Financial & Insurance Telecom & Utilities 19% Others 17% 0% 10% 20% 30% 40% *AP=Agent Positions • Global presence strongest in EMEA and LA • Growing presence in North America • 7 of 10 top outsourcers in Europe & Latin America chose altitude uCI™ • Leading vendor in Telecoms, Financials and e-Gov © 2008 Altitude Software 8
  • 9. Customers Worldwide Include... CRM Outsourcers Financial Services eGovernment Swedish Government Flemish Government Telecom & Utilities Manufacturing Service Providers Transportation & Healthcare & Logistics ©1993-2008 Altitude Software - All Rights Reserved 9
  • 10. Altitude Unified Desktop ©1993-2008 Altitude Software - All Rights Reserved 10
  • 11. Market Trends To what extend do you feel the following are the biggest challenges your contact center faces? Too many place to find information Too much no-relevant data on the CSR desktop Moving from a cost to profit center Getting to a 360º degree view of the customer 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Not challenging at all Not that challenging Neutral Somewhat challenging Very challenging Source: Yankee Group Getting a 360º degree customer view is one of the biggest challenges contact centers face today. Without the correct information, agents, are powerless and struggle to provide an outstanding customer service. On the other hand, being forced to switch from application to application increases the interaction handling time impacting the customer experience and retention. ©1993-2008 Altitude Software - All Rights Reserved 11
  • 12. Market Trends How effective is the CSR desktop software at showing the relevant information during the call? Offering contextual guidance Providing Data 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Not effective at all Somewhat not that effective Neutral Somewhat effective Very effective Source: Yankee Group Context guidance allows agents to access to the customer contact history and also how the interaction should be handled and guided. Today this is still a challenge for many contact centers even if they consider to be very efficient in providing data. ©1993-2008 Altitude Software - All Rights Reserved 12
  • 13. Market Trends North American and Western European enterprises’ current adoption and short-term contact center investment plans, 2008-2010 80% 70% 60% 50% 40% 30% 20% 10% 0% Hosted CRM Home Agents Outbound IVR Unified Agent Speech Analystics Applications Desktop Source: Datamonitor Currently using Plan to purchase over the next 12-24 months Specially in these challenging times, the unified agent desktop can be an important tool to cut costs, optimize agent time and, at the same time, improve the customer experience. Moreover there is a growing concern that home base agents must access the same level of information as on-premises agents, assuring not only process consistency but also superior customer service. ©1993-2008 Altitude Software - All Rights Reserved 13
  • 14. Market Trends Type of systems required to Type of applications required to handle an interaction handle an interaction Percentage of Number Of Percentage of Type of System Respondents Systems Respondents CRM 58% Zero 2% Business-specific 41% Knowledge Management 41% 1 or 2 54% Instant Messaging 29% Workflow 29% 3 or 4 35% Collaboration 23% 5 or 6 5% Scripting 20% BPM 20% 7 or more 4% ERP 19% Don't know 6% Source: Ventana Research In the last couple of years, interactions have become very complex. The multimedia channel mix includes not only the phone, but also the web, email,… and agents need to access information that, many times, is stored in different applications and not always with the same time stamp. The unified agent desktop simplifies the interaction by aggregating, on a single interface all the different applications and available media. ©1993-2008 Altitude Software - All Rights Reserved 14
  • 15. Drivers supporting the deployment of Unified Desktops • Companies want to empower agents and provide a better customer experience • Agent retention is becoming a priority for contact centers • Home base and on-premises agents need to share the same level of information • Contact centers are searching for new and innovative ways to streamline/optimize operations and increase customer retention • Business demands that agents have a better user interface and easier access to customer information ©1993-2008 Altitude Software - All Rights Reserved 15
  • 16. Defining Unified Desktops “…smart desktops, intelligent desktops, universal desktops, and unified desktops.(...) products that seek to condense required contact processing information onto a single desktop application and organize the sequencing of screens to coincide with workflow .” Pelorus Group © Copyright Altitude Software 16
  • 17. Advantages for Customers, Agents and IT Agents • Saves time logging in and out of applications • Real time metrics and call status • Pre-defined workflows • Provides information for agent to resolve queries IT team • Lower training and maintenance costs • Quicker deployment of new positions and applications • Ability to provide a better support for both in-house and remote agents Customer • Consistent service quality across all media channels • No need to repeat the story over again • Improved first contact resolution • Acceptable handle time ©1993-2008 Altitude Software - All Rights Reserved 17
  • 18. Agent Desktops The “Old Way” • Disadvantages – Increase the interaction handling time – Customer/agent frustration – Decrease potential wallet share by losing up-sell and cross sell opportunities – Multiple interfaces increases agent training needs – Redundant data entry and manual processes ©1993-2008 Altitude Software - All Rights Reserved 18
  • 19. Agent Desktops The “New Way” 0 ©1993-2008 Altitude Software - All Rights Reserved 19
  • 20. Unified Desktops Main features Desktop Contact Center Efficiency Customer Experience Feature Impact Holistic Higher success rate when Added value experience Customer View presenting up/cross sell opportunities Case Possibility to escalate and Knowledge of the ticket Management track occurrences status Access to Increase ability to answer to Better service Knowledge Base customer inquiries Tabbed Session Quicker access to Less time waiting for Windows customer/business information feedback Contact History Understanding the customer No need to repeat context information shared in previously interactions ©1993-2008 Altitude Software - All Rights Reserved 20
  • 21. Benefits of Unified Desktops Increases service consistency and opportunities to sell Reduces training needs and operating cost Improves Retention and Profit ©1993-2008 Altitude Software - All Rights Reserved 21
  • 22. Altitude Unified Desktop Altitude uCI open desktop framework • Easily integrates with custom-made desktops • Offers out-of-the-box connectors with the leading ERP/CRM vendors • Provides a unified desktop to manage all interactions in a single screen (both browser and Windows). © Altitude Software 22
  • 23. What results have our customers achieved? 10 Supervisioning nr. agents Reduce Staff tool per supervisor Altitude 20 Costs Rapid campaign/service Scripting tool Application development time Altitude -25% Deployment agents idle time 35% annually Increase (outbound campaigns) Altitude 20% annually Satisfaction Unified Desktop & Knowledge Increase Base 15% list Efficiency & Management Altitude Customer 9% Satisfaction *Based on the results achieved by some of our customers
  • 24. Customer Testimonials (1/2) “The Altitude solution helped Optima achieve its FCR targets by intelligent call routing and providing contact history at the agent desktop. Moreover, as an outsourcer, we needed Elizabeth Sedlacek, Business Development Director separate knowledge bases for each one of our major clients Optima Communications. and the Altitude suite enabled us to do so. At the same time, it provided us with an innovative technology solution that increased our productivity and service levels”. “Altitude Software helped Integra to provide its customers with a better service. Reintegra reduced the answering time of its contact center operations and has consequently raised both José María García-Bouza, Reintegra Sales Director the productivity and the effectiveness of its Contact Center.” ©1993-2008 Altitude Software - All Rights Reserved 24
  • 25. Customer Testimonials (2/2) With Altitude, Results Centralized Agent Desktop provides a unified desktop to manage a suite of customer interactions for customer service; help desks; collections; order desks; proactive telemarketing, sales and service; and business process management in a single screen (both browser and Windows). From Results website More Customer Testimonials available at ©1993-2008 Altitude Software - All Rights Reserved 25
  • 26. Recent Achievements - Awards Recent Awards American Teleservices Association 2008 Contact Center World Award s 2007 Internet Telephony Excellence – Best in show – Best Multi-Channel Contact Center Award Solution – Altitude IP Contact Center – Best Outbound Product – TMC IP Contact Center Technology Pioneer Altitude IP Contact Centre Award CRM Excellence Award 2007 – Altitude Voice Portal – Altitude Voice Portal – TMC – TMC Previous Awards Altitude Software as long history of 40+ industry awards recognizing our innovation and tangible results. ©1993-2008 Altitude Software - All Rights Reserved 26
  • 27. Contacts Mark Lepko - President North America Altitude Software Toll free: +877-474-4499 Local: +905-479-2655
  • 28. ©1993-2008 Altitude Software - All Rights Reserved 28
  • 29. Sources • CRM in the Contact Center and the Emergence of the Unified Agent Desktop – Datamonitor – Reference Code: DMTC2207 – Publication Date: 09/08 • Improving Customer Service Representative Effectiveness Demands a Unified Agent Desktop – Yankee Group – Publication Date: 07/06 • Enhancing the Customer Experience – Ventana Research – Publication Date: 07 © 2008 Altitude Software 29
  • 30. ©1993-2008 Altitude Software - All Rights Reserved 30 30