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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