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Contact Center Conference Romania May 2004

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Presentation I gave at the occation of Contacter Center Conference in Bucharest Romania May 2004

Presentation I gave at the occation of Contacter Center Conference in Bucharest Romania May 2004

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Contact Center Conference Romania May 2004 Contact Center Conference Romania May 2004 Presentation Transcript

  • •Genesys Managed Contact Center Solution for Service Providers Luis Filipe / Director Marketing Applications – RSC EMAI 20 May 2008
  • Agenda 1. Customer Interaction Market Drivers 2. Alcatel-Lucent Managed Customer Interaction Solution 3. In Support of Service Providers with Alcatel-Lucent Professional Services 4. Customer Case Studies: Some Business Cases © Alcatel-Lucent 2008 All Rights Reserved 2 | Managed Call Center Solution | May 2008
  • 1 Contact Center’ s Market Drivers © Alcatel-Lucent 2008 All Rights Reserved 3 | Managed Call Center Solution | May 2008
  • Enterprises new challenges when dealing with their Customers End-customers have changing preferences The challenges for enterprises/businesses: ?To meet end-customer demand, enterprises need to introduce advanced technologies ?At the same time, they are also forced to lower their TCO: ?Migrating from TDM to IP ?Reducing the number of agents and using home-based agents rather than office-based agents ?Adopting managed services instead of using enterprise-based equipment Customer Cost Efficiency Satisfaction Source: Yankee, July 2006 92% of customers form their opinion about a company based on their call center. Purdue University, 2002 © Alcatel-Lucent 2008 All Rights Reserved 4 | Managed Call Center Solution | May 2008
  • Customer Interactions lead to the new era of the“Dynamic Enterprise” A great opportunity for Service providers ? A Dynamic Enterprise has to be agile, mobile, knowledgeable and fast. Innovation, performance and productivity are the norm, resulting in rich customer interactions, improved operational performance and exceptional business results. ? The Dynamic Enterprise is marked by continuous and transformative growth. ? Enterprises have to be concentrated on their core business. They see Services Providers as great outsourcing partners to pro-actively cope with their continuous market changing requirements. © Alcatel-Lucent 2008 All Rights Reserved 5 | Managed Call Center Solution | May 2008
  • Dynamic Enterprise Challenges ? Managed Contact Center Model is great option! Managed services Managed services offer no CAPEX and need to be carrier- lower OPEX for the grade enterprise But managed New-technology services need to be investments used by easy to multiple enterprise change/update by customers the enterprise Source: IDC, 2007 Enterprises benefit Managed services from service- reduce enterprise IT provider network staff requirements Globalization security Seamless Global Out-Tasking Solution Multi-Channel IP Contact Center IP Migration On-Demand Remote Agents Pay-as-you-Grow Increased Complexity Critical New Requirements © Alcatel-Lucent 2008 All Rights Reserved 6 | Managed Call Center Solution | May 2008
  • With high positive impact from the Network perspective ? A Virtualized Environment for Scalability and Cost Advantage Typical Improved To virtualized, cost-effective, and scalable From siloed, premise-based, box-oriented Customer Premises 28% to 45% projected cost savings per year vs. premise-based* ? Limited flexibility & redundancy ? Complex ? Expensive (upfront capex, opex, management, support, maintenance, and upgrade) * Frost and Sullivan © Alcatel-Lucent 2008 All Rights Reserved 7 | Managed Call Center Solution | May 2008
  • Hosted Contact Center is a very growing market … Hosted Contact Center Agent Positions (000) 1,400 14.0% CALA APAC 1,200 12.0% EMEA N.America Hosted as % of total CC 1,000 10.0% 800 8.0% 600 6.0% 400 4.0% 200 2.0% 0 0.0% 2006 2007 2008 2009 2010 2011 Source: Datamonitor Nov-07 •Hosted Contact Centers offer a great opportunity for Carriers •Combined with toll-free and premium services, they can offer a compelling customer care bundle © Alcatel-Lucent 2008 All Rights Reserved 8 | Managed Call Center Solution | May 2008
  • … but the various Enterprise Segments have different requirements … SMB Mid Market SMB Mass Market Large Enterprises Mainly multisite Mainly single site Mainly international ? Full in-house contact ?Central receptionists, ?One receptionist in center spread over no contact center business hours Current Situation multiple locations ?Traditional static IVR ?Some or no 0800/0900 ? Traditional static IVR ?Set of 0800/0900 numbers ? Set of 0800/0900 numbers numbers ? Outsourcing of ?Access to full contact- ?Self-managed vXML IVR Alcatel-Lucent MCIS contact-center center functionality via to offer always-on infrastructure to save hosted infrastructure availability operating costs ?Upgrading of static IVR ?Potential up-sell of ? Upgrading of static IVR to vXML IVR 0800/0900 to vXML IVR © Alcatel-Lucent 2008 All Rights Reserved 9 | Managed Call Center Solution | May 2008
  • …and so does the Industry and Public Sector Insurance Banking Health Care •Claim Status •Account Information •Pill Alert •Office Locator •Payment Status •Appointments •Credit Card •Branch locator •Bill Status •Account Status •Transfer funds •Hospital locator •Agent Support •HR applications •Paging Telecom Retail Govt. & Services •Service Status •Store locator •Schedules •Bill Status •Credit Card •Tax & Liability •Field Services •Inventory control •Road & Tollways •Calling Card •HR & Recruiting •Account Information •Alerts •Need for an infrastructure that can support the specific networkrequirements •Need for applications that can be configured individually per vertical •Need to support both dedicated usage and shared (multi-tenant) usage © Alcatel-Lucent 2008 All Rights Reserved 10 | Managed Call Center Solution | May 2008
  • 2 The Alcatel-Lucent Managed Customer Interaction Solution © Alcatel-Lucent 2008 All Rights Reserved 11 | Managed Call Center Solution | May 2008
  • The ALU MCIS increases both customer satisfaction and cost efficiency by combining top competencies on Carriers Solutions (FRC) and CC (Genesys) Customer Satisfaction Cost Efficiency Agent-based Customer Contact ? Call Queuing ?Contact center for any ? Agent-Level Call Routing ?Scale advantages enterprise type (e.g., ? Call Qualification ?Capacity fluctuations SMB) ? CTI Automated Customer Contact ? Automatic speech recognition ?Personalization (vXML) ?~25% savings on live ? Text-to-speech ? vXML Applications ?Intuitive (ASR) agents via IVR Multimedia Toll-free and Premium Services ? Number Translation ?Agent productivity ? Site-level Call Routing through multi-site ?Reduced waiting time ? Coarse Routing (e.g., Time of Day) routing ? Call Charging (e.g., tele-worker) Web-portal ?Reduced Time-To- ? Service creation Market ? Service control © Alcatel-Lucent 2008 All Rights Reserved 12 | Managed Call Center Solution | May 2008
  • The Alcatel-Lucent MCIS Genesys ERS Genesys-VP OmniGenesys Premises-based OmniTouch CC 8642 FRC + Genesys-VP + Network-based Genesys-CC Multimedia Toll-free and Premium Services Automated Customer Contact Agent-based Customer Contact PBX Agent Branches Agent Agent Call Center SOHO Teleworker Office Any user, Any network (TDM, VoIP, mobile), Any service, Any business model, Any agent © Alcatel-Lucent 2008 All Rights Reserved 13 | Managed Call Center Solution | May 2008
  • Products in the Alcatel-Lucent MCIS Genesys Contact Center Suite Alcatel-Lucent 8642 FRC Agent selection and control functions Flexible network routing based on time, date, origin ?Advanced routing engine towards agents ?Self-Management via WEB browser tool ?Call queuing, parking ?Highly flexible routing tree ?Enterprise’s customer information integration ?Basic Automated Call Distribution towards agents ?Outbound services ?WEB800, SMS premium, voice and SMS tele-voting ?Multimedia capabilities Several charging models: ?Advanced statistic on agent… ?Free for the enterprise’s customer Genesys Voice Portal ?Paid by the enterprise VXML Capabilities for : ?Split charging user/enterprise ?Pro-active contact notification FRC ?Order tracking CCXML compliancy Support ASR and TTS vendors via Media TDM Soft- Genesys Resource Control Protocol (MRCP) switch switch suite NGN/IMS Superior Integration with Genesys Suite Customers @ Alcatel-Lucent MRF/SRP MRF GVP Media Resource Function ?Announcements ?DTMF menu, collection of digits Agents ?Text to speech © Alcatel-Lucent 2008 All Rights Reserved 14 | Managed Call Center Solution | May 2008
  • MCIS is designed to openly address any Network type and IMS is the latest trend … MCIS SIP IMS Core PSTN PLMN @ IP network @ Agents Calling parties Any user, Any network (TDM, VoIP, mobile), Any service, Any business model, Any agent © Alcatel-Lucent 2008 All Rights Reserved 15 | Managed Call Center Solution | May 2008
  • Make the Solution more Usable and Repeatable: Easy to use and customize Web Portal Provisioning easy packaging for Web-user is in is made easy use by Enterprises control of application Define service profile and web- Reseller access, on-line 800/900 Customize routing rules per service number user profile, .. registration…. Statistic, …. © Alcatel-Lucent 2008 All Rights Reserved 16 | Managed Call Center Solution | May 2008
  • 3 E2E Support of the Service Provider with Alcatel-Lucent Professional Services © Alcatel-Lucent 2008 All Rights Reserved 17 | Managed Call Center Solution | May 2008
  • 1. Analyzing the Customer Business Case for the Service Provider Objective: ?Determine the business value delivered by the Managed Customer Interaction Solution from a Service Provider’s perspective Scenario 3: Introduce Managed Call Centers on top of Managed routing and Payback period of 1.1 years charging The question: ?Current point solution serves about 44,000 freephone and 33,000 premium rate Scenario 3 numbers, and is saturated. Demand growth anticipated 3% p.a. Hosted call centers exist for 1% of users, with 50% CAGR. Cash Flow structure ?What is the benefit of introducing Alcatel-Lucent solution to cope with the k Euros Other costs (marketing, tax,..) growth of demand beyond the capacity of the point solutions in p lace, to 2007 2008 2009 2010 2011 2012 50 000 Network usage and cost of sales deliver self service capability and hosting CC ? cost New applications creation cost Answer: 40 000 CC: service automation cost ?Continuing serving the demand allows avoiding losing customers, reducing churn by 30 000 Operation cost 10% from 4 to 3.6% p.a. for freephone and premium rate and from 15 to 13,5% for Maintenance cost hosted contact centers 20 000 CAPEX ?Introducing a converged Alcatel-Lucent solution would also allow to deliver 10 000 New applications revenue advanced services not currently offered to 5% of the user base. Summary CC: service automation revenue ?Self service an VXML benefit 0 Discount rate 10,00% Advanced services revenue Net Present Value (Year 5): 35 328 in k€ adds to the profitability Maximum funding 2 691 in k€ -10 000 Premium Rate revenue IRR (Year 7): 173,86% Every euro of funding Time To pos. Cash Flow (Years): 0,6 years brings 13.1 euro of Freephone revenue Payback Period (Years): 1,1 years -20 000 CAPEX recognized: 1,0 years before rev. extra value cash flow 20 | PresentationTitle| Month2006 All Rights Reserved © Alcatel- Lucent 2006, ##### -30 000 Every € of funding brings 13.1 € of extra value 21 | PresentationTitle| Month2006 All Rights Reserved © Alcatel- Lucent 2006, ##### © Alcatel-Lucent 2008 All Rights Reserved 18 | Managed Call Center Solution | May 2008
  • 2. The Market Advantage Program (MAP) A program that helps our key Service Provider customers launch or grow sales to THEIR CUSTOMERS. Sales Force Lead Generation, Advertising, Collateral Sales Aids and Market Research Sales Training, Seminars, Webinars ROI Sales Tools Milano Airport © Alcatel-Lucent 2008 All Rights Reserved 19 | Managed Call Center Solution | May 2008
  • 4 Customer References : - Some Examples of Business Cases © Alcatel-Lucent 2008 All Rights Reserved 20 | Managed Call Center Solution | May 2008
  • Alcatel-Lucent Customer Interaction References © Alcatel-Lucent 2008 All Rights Reserved 21 | Managed Call Center Solution | May 2008
  • MCIS Business Case 1: Tier 1 Service Provider Hosted IP Contact Center Cross three Continents 3000 UK PoP: Media •Forecast seat growth gateways, outbound 2500 2800 2000 2000 1500 1000 US PoP: Media 1000 500 gateways, outbound India PoP: Genesys, 650 8642 FRC, 5020 CSC 0 2007 2008 2009 2010 Hosted IP Contact Center Strategic Rationale Target Customers ? Existing contact centres in India looking for capacity expansion or variable capacity ? higher value services (network Sell routing, hosted contact centers) that ? Existing contact centres in India looking for drive voice minutes network hosted services like network based routing etc. Take advantage of trend towards ? outsourcing contact centers, ? US/UK multinationals having or wanting to have particularly to India contact centres in India ? Smaller green-field CC operators © Alcatel-Lucent 2008 All Rights Reserved 22 | Managed Call Center Solution | May 2008
  • IP Evolution in Contact Center Environment NEXT GENERATION CURRENT CONTACT CENTER CONTACT CENTER ENVIRONMENT Carrier Features Separate TDM Network Premise PBXs Premise ACDs Proprietary Hardware Technology Overlap Legacy Distributed Environment 23 © Alcatel-Lucent 2008 All Rights Reserved 23 | Managed Call Center Solution | May 2008
  • Next Generation IP Enabled Contact Center 24 © Alcatel-Lucent 2008 All Rights Reserved 24 | Managed Call Center Solution | May 2008
  • Communications Architecture: Flexible, Scalable, Redundant Architecture supports both TDM and IP Contact Center © Alcatel-Lucent 2008 All Rights Reserved 25 | Managed Call Center Solution | May 2008
  • Service Provider Global Hosted Contact Center Solutions Flexibility to purchase and integrate with customer systems as required Global Hosted Contact Center Solutions are comprised of secure, scalable & highly reliable network- hosted services that can power your global inbound and outbound contact centers On-demand, pay-as-you-grow pricing enables flexibility and cost savings Key service offerings ? Network Routing ? Network IVR ? On-Demand Call Center ? On-Demand eCenter ? On-Demand Contact Center © Alcatel-Lucent 2008 All Rights Reserved 26 | Managed Call Center Solution | May 2008
  • Hosted Contact Center Solutions Address Key Global Challenges Key Drivers Network Routing ? Reduce wait times with a single, global agent pool ? Customers directed to right agent using sophisticated routing rules ? Virtualization enables efficient use of existing resources – network and personnel Network IVR ? Deploy sophisticated self service voice portal without capital investment ? Use rules for call treatment and apply dynamically according to caller choices for successful end-to-end experience ? Integrate self and agent-assisted services for optimal call handling and resolution for customer satisfaction and revenue generation On-Demand Call Center ? IP or TDM solution to fit with existing infrastructure ? Single inbound and outbound platform for increased agent productivity ? Support for remote workers/multisite configuration enables workforce flexibility On-Demand eCenter ? Add multimedia capabilities to enrich the customer interaction experience ? Ensure consistent handling of customer inquiries across channels On-Demand Contact Center ? Provides benefits of Call Center and eCenter solution on single platform © Alcatel-Lucent 2008 All Rights Reserved 27 | Managed Call Center Solution | May 2008
  • On-Demand Contact Center with IP enablement lead to great savings and improvements Cost reduction: Transport costs, Administrative costs , Application deployment costs , Premise-based equipment Productivity enhancements : Distributed multi-site routing, Real-time monitoring and reporting, Greater redundancy for business continuity/disaster recovery Customer service improvements: Service consistency, Multiple customer touch points Globalization of contact centers: Single virtual workforce Cost-effectively manage phone calls, email, and chat within a single workflow © Alcatel-Lucent 2008 All Rights Reserved 28 | Managed Call Center Solution | May 2008
  • MCIS Business Case 2: T-Com, Germany: Fully integrated contact center Challenge ? Increased competition and service number Protect existing portability, customers seeking alternative revenue / grow suppliers, substitutes new business ? With 12,000 customer care agents in 54 Adding ‘Web Voice Greater Portal’ to existing ‘Toll- locations, including 4,000 line repair agents, operational Enhance Free’ has enabled efficiency the previous premises-based, multi-site +25-30% YoY Mgd CC competitive revenue growth •Centralized, hosted position automatic call distributor (ACD) solution was architecture allows Voice portal has enabled too complex to manage. single-queuing =+4% new, differentiated offers, agent utilization: Solution: Managed Services helping protect & build •Up to €12M yearly market share Service savings based on ? Solution built around Alcatel-Lucent IN Provider 16000 CC agents Benefits platform and Genesys routing solution Enterprise Cost control & ? The solution extends toll-free services to offer Improved customer Benefits savings care hosted voice self-service and contact center •Automation offloads Automated touch-tone & Result agents from routine, voice platform enables tasks and queries to simple, convenient, 24/7 ? Increase contact center services revenue by high value interactions Innovative customer service 25% (T-Com selling to enterprises) •Service investment services expands as business Multilingual capabilities ? Reduce staffing costs by 12 M€/year by grows & text-to-speech = increasing the flexibility of managing the sophisticated interactions leveraging overall operation company’s ? Providing same level of control and reporting knowledgebase as premises equipment, without the operating hassles © Alcatel-Lucent 2008 All Rights Reserved 29 | Managed Call Center Solution | May 2008
  • MCIS Business Case 3: Neuf Cegetel builds a new 800 Services Portfolio for Enterprises Challenge ? Merger of two companies delivering separately different 800 services to enterprises + = ? Reduce OPEX through merging on a single application ? Build a new consistent 800 marketing offer with flexible service creation possibilities offered to enterprises Contact Alcatel Lucent product: FRC FRC Center ? Single service providing Network based contact center solution combined with Genesys as well as toll-free and premium rate services Network Applications Free-phone, Premium Rate, etc. ? Future proof: SIP Ready, flexible and powerful Web I/F, etc. Business value ? Continued loyalty of key corporate customer IP @ PLMN PSTN ? Increase customer portfolio with new network @ innovative services © Alcatel-Lucent 2008 All Rights Reserved 30 | Managed Call Center Solution | May 2008
  • Thank you www.alcatel-lucent.com Service Providers Preferred Partner © Alcatel-Lucent 2008 All Rights Reserved 31 | Managed Call Center Solution | May 2008