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Trends in the next generation contact center-original
 

Trends in the next generation contact center-original

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Call Center 2.0 show, San Diego 2006

Call Center 2.0 show, San Diego 2006

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  • Key points: Best in class comes from experience > 6x improved Right Party Contacts – more than any other contact strategy Cold Outbound calls become Warm Inbound calls > 4x improved callbacks from answering machine messages > 10x better list penetration rates with less time talking to the wrong party Reach more Optimize Agent Utilization Enable fully-automated ‘agentless’ transactions > Improved customer experience Increase retention rates and results of best agents
  • Trends impacting consumers Mobile phone is becoming portal to the world Talking/Instant Messaging/Texting/Browsing/Mail/Payments/LBS/… Email volume & spam grow response rates weak; still sets the bar in self service Consumers demand self service, control “ Full-service self-service”, immediate response, correct outcome Increasing knowledge & personalization Channel, Offer and Timing Trends impacting companies Sophisticated early adopters Vendors driven to rapid innovation; hosted solutions deliver Superior results continue Voice messaging is embraced as essential tool in the customer contact mix Increased consumer experience; preference for voice messaging grows EBR widely understood, consumers experience personal value
  • Preempt “unwanted” inbound inquiries with a proactive outbound professionally recorded message. Improves customer loyalty Reduces the amount of inbound calls Cost effective Improve outbound campaign effectiveness. Execute campaigns that were previously cost prohibitive Dramatically improve agent utilization SoundBite’s “Direct Connect” capabilities Web based Self Service Web Services – XML and SOAP SIP / Presence SOA Analytics Security Disaster Recovery
  • Preempt “unwanted” inbound inquiries with a proactive outbound professionally recorded message. Improves customer loyalty Reduces the amount of inbound calls Cost effective Improve outbound campaign effectiveness. Execute campaigns that were previously cost prohibitive Dramatically improve agent utilization SoundBite’s “Direct Connect” capabilities
  • CONTACT DATABASE Upload and manage contact lists either through the OnDemand Web Interface or through the automated, Secure Data Integration Interface. CAMPAIGN CENTER Develop, modify and manage campaigns either through the OnDemand Web Interface or through the automated, Secure Data Integration Interface. REPORT CENTER Reports are available at any time during or after a campaign is completed in almost any format through the OnDemand Web Interface, email, or automatically using the Secure Data Integration The SoundBite Platform (COMMUNICATIONS GATEWAY) Our ASP solution provides industry leading Answering Machine Detection, Direct Connect to the call center, patent pending Load Balancing™, and customer authentication. SoundBite Unique capabilities: All new with Version 6.0 Campaign strategy manager Design and use multi-pass campaign strategies Use campaign templates to re-use strategies Call pass escalation to maximize list penetration Order calls based on desired criteria Enterprise manager Monitor campaigns across multiple accounts and call centers Define & create calling plans Setup & manage accounts Track user actions Real-time suppression Define user access levels Private label option Call forecasting Call Forecasting allows call center managers to more accurately assess the number of agents they will need available to receive SoundBite Direct Connects. When SoundBite calling has temporarily stopped (due to lack of additional numbers to call in the current time zone for example), it also gives a helpful indication of when calling will resume and at what volume. Call Forecasting removes the uncertainty associated with managing a SoundBite campaign.

Trends in the next generation contact center-original Trends in the next generation contact center-original Presentation Transcript

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  • Trends in the Next-Generation Contact Centers Automated Customer Contact Solutions Balaji Sundara Director, Product Management
  • Agenda
    • Converged Business Transactions
    • Web Services and SOA
    • Virtualization in Contact Centers
    • Automated Customer Contact
  • Converged Business Transactions
    • Customers and Companies demand Communication Services
      • Increase Customer Retention
      • Better and Faster Customer Service
      • Decrease Human Latency
      • Eliminate Transaction Errors
      • Simplicity, Uniformity and Productivity
    • Reduce Complexity Challenges
      • More Devices = More Complexity
      • Converged Anytime, Anywhere Access = Competitive Advantage
      • Deliver the right message to the right person at the right time on the right device.
  • SOA for Contact Centers Business Applications Collections Customer Service Customer Retention Customer Acquisition Communication Services Self Service Alerts Notification Speech Voice Web Email Proactive Contact Hosted/ASP Infrastructure On-Demand Virtual ACD Automated Messaging Web based Web Services
  • Business Solutions Demand Automated Voice Messaging
      • Loyalty Program Enrollment
      • Drive-to-Retail
      • Cross-sell / Upsell / Upgrade
      • Contract Renewal
      • Promotion reminder
    Customer Loyalty/ Retention
      • Welcome Message
      • Activation Reminder
      • Trial conversion
    Customer Acquisition Collections/ Winback
      • Payment Reminder
      • Late Stage Collection
      • Pay-as-you-go Refill
      • Win back Offer
    Customer Service
      • Schedule/confirm delivery, service appt
      • Notification on outage, emergency
      • Change in Bill Format
      • Update Credit Card Info
      • Satisfaction Survey
      • Warranty renewal
      • Fraud
  • Call Center Today
      • Reaching customers takes days or weeks
      • Can’t automatically right party verify
      • Low percentage of time an agent reaches a live person
    Customers Agents Outbound Inbound Inbound Outbound Outbound Outbound Calls Sent Based on Fixed Capacity Customers Are Manually Qualified, Low Volumes PBX/ ACD
    • Traditional Dialer
    • Limited capacity
    • Limited AMD
  • Hosted Automated Messaging Outbound Customers Agents Hosted System Sends Thousands of Outbound Calls… ...Creating Hundreds of Qualified Inbound Customers (Right Party Verified) Agents can now focus on Qualified Inbound Customers… … Reducing the amount of agents needed for Outbound Calls Inbound Inbound Hosted Agent
    • Web based OnDemand Solution
    • Unlimited capacity/ bursting
    • Web based Self Service
    • Web based Reports
    Inbound
      • Reaching customers takes hours
      • Automatically verifies the caller is the right party
      • Agents now focus on qualified inbound customers
    Hosted Agent PBX/ ACD
  • Virtualization in Contact Centers OUTBOUND/AGENT ASSISTED
    • CAMPAIGN CENTER
      • Develop, manage and run campaign
    • REPORT CENTER
      • “ Real-time”web-based reporting
    Secure OnDEMAND WEB INTERFACE SECURE DATA INTEGRATION INTERFACE
    • CONTACT DATABASE
      • Create and manage lists
    AutoManage VIRTUAL ACD INBOUND EMAIL/TEXT MESSAGING ALERTS/NOTIFICATIONS Anywhere, Anytime, Any media COMMUNICATIONS GATEWAY Telephony Infrastructure OUTBOUND/AGENT ASSISTED BLENDED OUTBOUND/INBOUND Call Center Call Center
  • Investing in the Future
    • Messaging solutions & optimization
      • Expanded/Enhanced messaging channels – IM, Video
      • Predictive Analytics and Call Analytics
      • Agent and Customer Presence
    • Web Services for Automated Messaging
      • Person-to-Person and Application-to-Application interaction
      • Application-to-Person and Person-to-Application interaction
      • Profitable business model for Customer Contact
    • Infrastructure
      • Unlimited capacity – Enterprise, Offshore or Remote Agents
      • Disaster Recovery – anytime, anywhere access
  • Automated Customer Contact Solutions Contact: Balaji Sundara Director, Product Management 1-877-SOUNDBITE http://www.soundbite.com