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Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
Flexible Contact Center
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Flexible Contact Center

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These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr

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  • 2008 2009 variation web chat 2% 6% + 4% email 15% 18% + 3% web self-service 4% 12% + 8% IVR only 12% 10% - 2% tel with or without IVR 67% 54% - 13% looking for efficiency? argue … voice contact is 1,5 more expensive than a chat session an agent can manage up to 4 chat sessions North America 46% do not expect companies to offer customer support on social networks (vs. 27% worldwide) 30% expect customer support services on social nextworks (vs 45% worldwide Facebook users expect a same-day response when they post a complaint or ask a question China Chinese are much more likely to lodge a complaint or leave a comment via social media ( 65% vs. 30% worldwide) 93% expect a response on Facebook the same day as their comment Mexico and Brazil: nearly half (49%) have done a complaint on social networks already (vs. 30% worldwide) - 77% of them expect same day response on a company Facebook page (vs. 51% worldwide)
  • we have 3 main offers in our portfolio: NEW to complete our portfolio: Flexible Contact Center our strengh: 500 expert employees on contact center strong references Network we have the largest coverage worlwide with call collection in 220 countries Managed Contact Center Premium – MCCP Network Interactive Voice Response – N-IVR 1- allows companies to provide to their callers with call qualification or self-service applications 2- N-IVR qualifies the call and asks the network to route the call the pre defined destination 3- available worldwide Consulting services
  • strong references Network we have the largest coverage worlwide with call collection in 220 countries DiaSorin, Béatrice je t’enverrai les points clés Managed Contact Center Premium – MCCP Network Interactive Voice Response – N-IVR 1- allows companies to provide to their callers with call qualification or self service applications 2- N-IVR qualifies the call and asks the network to route the call the pre defined destination 3- available worldwide Consulting services
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