May1abaker

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  • While call center and Web sites have traditionally operated as separate entities, they are rapidly converging. Today businesses realize the importance of integrating their various customer contact channels, including voice, e-mail and Web, into a seamless environment capable of delivering uniform quality of service to customers for all their sales, service and support needs. These are some of the trends we see driving the movement from the transaction-centric model toward the customer relationship model. Background Information In 1997 90% of all customer interaction was occurring over the telephone. Forester Research projects that the number of email users will grow to 130M in 2001. Such users will also be exploiting electronic commerce on the Web, and the use of email for two-way customer messaging. According to Boston-based AMR Research Inc., total revenue for the CRM software market will grow from $1.2B in 1997 to $11.5B in 2002, a 58 percent compound annual growth rate. According to Tom Davenport, who directs Andersen Consulting’s Institute for Strategic Change, two trends have brought CRM to the forefront. First, as global competition have increased and products have become harder to differentiate, “companies have begun moving from a product centric view of the world to a customer centric one.” Second, technology has ripened to the point where it’s possible to put customer information from all over the enterprise into a single system. As network and Internet technology has matured, CRM software has found its place in the world. According to a Yankee Group Report, organizations are now considering CRM a business IT priority, and will rapidly adopt the Internet as a strategic component of their CRM initiatives. The research firm forecasts that web-based call center revenues will dramatically grow from $120 million in 1999 to more than $1.2 billion in 2003. Analysts of the call center market place agree that the IP-enabled call center will play a significant role in the near future. Frost and Sullivan estimates that, in the USA alone, the market for IP-enabled call centers will reach nearly $890M by 2004. Segue: And these trends affect the way contact centers are interfacing with customers. Key Message: Describe movement from transaction-centric to CRM model.
  • While call center and Web sites have traditionally operated as separate entities, they are rapidly converging. Today businesses realize the importance of integrating their various customer contact channels, including voice, e-mail and Web, into a seamless environment capable of delivering uniform quality of service to customers for all their sales, service and support needs. These are some of the trends we see driving the movement from the transaction-centric model toward the customer relationship model. Background Information In 1997 90% of all customer interaction was occurring over the telephone. Forester Research projects that the number of email users will grow to 130M in 2001. Such users will also be exploiting electronic commerce on the Web, and the use of email for two-way customer messaging. According to Boston-based AMR Research Inc., total revenue for the CRM software market will grow from $1.2B in 1997 to $11.5B in 2002, a 58 percent compound annual growth rate. According to Tom Davenport, who directs Andersen Consulting’s Institute for Strategic Change, two trends have brought CRM to the forefront. First, as global competition have increased and products have become harder to differentiate, “companies have begun moving from a product centric view of the world to a customer centric one.” Second, technology has ripened to the point where it’s possible to put customer information from all over the enterprise into a single system. As network and Internet technology has matured, CRM software has found its place in the world. According to a Yankee Group Report, organizations are now considering CRM a business IT priority, and will rapidly adopt the Internet as a strategic component of their CRM initiatives. The research firm forecasts that web-based call center revenues will dramatically grow from $120 million in 1999 to more than $1.2 billion in 2003. Analysts of the call center market place agree that the IP-enabled call center will play a significant role in the near future. Frost and Sullivan estimates that, in the USA alone, the market for IP-enabled call centers will reach nearly $890M by 2004. Segue: And these trends affect the way contact centers are interfacing with customers. Describe Customer Interaction market trends.
  • Business Performance: The analysis of data created on the operational side of the CRM equation for the purpose of business performance management. Tied to a data warehouse architecture, and analytical applications that leverage data marts
  • These robust solutions, built on Siemens’ award-winning ResumeRouting skills-based call routing application, are aimed at helping companies develop and manage profitable relationships with their customers over time, taking advantage of a variety of media including voice, e-mail and Internet. Siemens’ new CRM solutions provide prepackaged integration between ResumeRouting and the industry’s leading CRM applications, including Siebel and Remedy. This level of integration equips traditional business applications with CTI capabilities, such as simultaneous voice and data call transfer, screen pops, automated database population and workflow reporting. Additionally, the sophistication of the ResumeRouting Foundation allows for precision routing of voice/data transactions at single or multi-sites, integrating reporting and administration capabilities, and forecasting and scheduling tools unmatched in the industry.
  • RR is the total solution for the call center given that it meets the needs of the three most important areas - Customers, Agents, The Business
  • Key Message: Introduce section describing enhancemnts available with Release 3 with services. So, now I’ve shared with you the new features inherent in release 3 of the RésuméRouting Suite. And I’d like to take some time to share with you what is possible with release 3 when custom professional services are added into the mix.
  • The first and perhaps most highly publicized of our custom offerings with release 3 integration with two of the industry’s leading Customer Relationship Management business applications, Remedy and Siebel. What’s extraordinary about this offering, is that much of the integration work that is expected with “custom” solutions has already been done in house. In fact, you’ve likely heard some buzz about our “pre-integration” work with these applications. What this means for you and for your customers is, reduced risk, reduced cost, and reduced implementing time -- making for a much smoother installation overall. BE SURE TO CHECK OUT THE DEMO IN THE EXHIBITION HALL. Phillip Please note our current CRM positioning: Our integration with Remedy and Siebel recently played a role in our CRM story announced at ICCM in August. The core of the story focused on how RésuméRouting (without integration with third-party applications) acts as the engine driving your CRM solution. The argument here is this: the call center is the front-lines of your interaction with customers and therefore the most crucial place to be implementing a CRM strategy. Siemens offers this in the form of the RésuméRouting Suite, which allows your business to leverage information about your customers in order to serve them better (through precision routing, robust reports, and user-centric productivity tools). Additionally, RésuméRouting integrates with the industry's leading CRM business applications . . .etc. Net Net: The core of our CRM story did not focus on the business applications, but more on the functionality and benefit inherent in RésuméRouting. The integration with these third-parties, rather, serve as proof points in the positioning of RésuméRouting as a CRM solution. Additional Background information: Siemens ACS group is currently working to integrate the RésuméRouting platform with best-of-breed CRM business applications like Remedy’s Help Desk software and Siebel’s sales force management solution. By doing this, these applications become an integrated part of a the call center operation. Caller profiles, trouble tickets, and other screens can be transferred with voice calls -- essentially integrating voice call center functionality with the industries leading business applications. Using the RésuméRouting telephony platform allows managers to administrate and report upon all activity with real-time, near-real-time, and historical reports -- matching call center activity with business results. One of our first big successes with this type of integration is at the Department of Defense where a Remedy interface is being installed on top of the RésuméRouting engine. . This new level of integration equips traditional business applications with CTI capabilities such as simultaneous voice and data call transfer, screen pops, automated database population and workflow reporting, resulting in increased agent productivity and one-to-one customer service. Key Message: Describe Customer Relationship Management applications.
  • As I mentioned a moment ago, RésuméRouting Release 3 is multi-media ready and does (with the help of professional services) support integration with our ProCenter MX Email offering, allowing users to route and report upon emails just as if they’re were voice calls. Key Message: Describe ProCenter MX Email integration.
  • Additionally, RésuméRouting release 3 is internet-ready. Using Microsoft Net Meeting technology, a customer end-user can surf a businesses website and request an internet chat. When the request is made RésuméRouting responds to the customer with an estimated wait time. When a qualified “chat agent” becomes available, the agent is notified and launches a real-time chat with the customer. Key Message: Describe Internet Integration feature.
  • And now you will have the RésuméRouting Call Director Card, a new feature that competes effectively against Lucent’s Call Prompter Card. In fact, I’d like to take a moment to focus on this new feature that puts in a much stronger market position.
  • Key Message: Describe RésuméRouting Call Director feature It processes calls, collects digits, provides estimated wait time for calls in queue and is priced competitively at $10 - $20K.
  • Announced in the begin of October at the Microsoft Exchange Conference, integration between RésuméRouting, MX Email, and Xpresssions is now available as a custom solution. Here’s an overview of how it works : When combined with MX Email and RésuméRouting suite, Siemens’ Xpressions 470 unified messaging provides a vehicle for handling voice mail, fax and e-mail messages left by customers in specific call center message in-boxes. Xpressions 470 provides a means for consolidating all incoming voice, fax and e-mail messages into a single inbox, and then take these multimedia messages and delivers them to MX Email where they are placed into ACD-like, skills-based message queues. MX Email then sends these messages to RésuméRouting where they are delivered to the inboxes of the best-skilled agent. Key Message: Describe RésuméRouting’s integration with Xpressions.

Transcript

  • 1. Al Baker Director, Global Call Centers and CTI Solutions Customer Relationship Management (CRM)
  • 2. Business movement to the CRM and e-CRM Model Customer Lifetime Value Transaction - Centric C ustomer R elationship M anagement e-CRM Mass Market One-to-One Model
    • Transaction Model
    • Cost
    • Service Level
    • Volume
    • CRM Model
    • Customer
    • Loyalty
    • Employee
    • Defection
    • Profitability
  • 3. Customer Interaction Market 90% Over the Phone Email Growth to $130M CRM Software Growth to $11.5B in 2002 WEB-based Call Center Growth to $1.2B IP-enabled Call Center Growth to $890M 1997 2004 2001 2002 2003 Envisioning the Future with Computer Telephony Forrester Research AMR Research Yankee Group Frost & Sullivan
  • 4. Customer Relationship Management
    • Vision
      • To "technology-enable" enterprises to create competitive advantage through sales and marketing resource optimization and superior customer relationships.
    • Operational Definition
      • Automation of processes involving "front office" customer touch points via multiple, interconnected delivery channels & integration between front & back office
        • Sales, marketing, and customer service
        • Call center, field service
        • ERP
  • 5. Market Segmentation ACD Call Centers Call Center Related Businesses E-Mail Management Systems Call Center Portal Systems CRM / e CRM E Commerce Professional Services
  • 6. CRM / eCRM Definition Key Players CRM - Comprises business strategies to optimize profitability, revenue and customer satisfaction. CRM applications focus on relationships with customers rather than on transactions eCRM - Web-centric approach to synchronizing customer relationships across communication channels, business functions and audiences. CRM Siebel Vantive Clarify (Nortel) Remedy Pegasystems SAP eCRM SilkNet Octane Bluestone BroadVision Net Perceptions
  • 7. CRM/eCRM Overview
    • CRM solutions come out of a client/server architecture and are web enabled
    • eCRM solutions are purely web based and have been developed specifically for eBus
    • CRM/eCRM solutions must provide for the following:
      • Determine customer satisfaction
      • Analyze profitability
      • Build customer relationships
    • ALL require significant amounts of integration services
      • Most CRM solutions require process re-engineering
  • 8. CRM/eCRM Market Sizing and Growth Rates CAGR 20% CAGR 31% CAGR 38% CAGR 27% Total market CAGR 27% Based on Gartner Group 1999 study using 2.5 factor for professional services
  • 9. RésuméRouting -- the engine that enables CRM solutions . This robust solution is aimed at helping companies develop and manage profitable relationships with their customers over time. RésuméRouting, the CRM Engine Virtual Group Routing Routing E-Mail Routing Web Forecasting/Scheduling Simulations Single and Multi-Site Simultaneous Voice and Data Call Transfer Automated Database Population Workflow Reporting Screen Pops Remedy Siebel
  • 10.
    • Precision Without Compromising Efficiency
      • Dynamic use of Agents’ Skills
        • With out Fragmentation of the Call Center
      • All Active Agents are Potential Resources for all Call
    • Build Employee Satisfaction
      • Career Path, Empowerment, Diversity
    • Builds Customer Satisfaction
      • Faster Service, Relationship Building
    Results Driven Solution Positive Results - Customers , Employees, & The Business
  • 11. ProCenter RésuméRouting FY 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions
  • 12. ProCenter RésuméRouting FY Q1 ‘99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions
  • 13. RésuméRouting Telephony Server
    • RésuméRouting Telephony Server is Siemens Middleware
    • Mid-range, Cost-Effective Integration
    Cost Functionality Desktop Call Center RésuméRouting s
  • 14. ProCenter RésuméRouting FY Q1 ‘99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 ‘99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions
  • 15. Specific E-Mail Transactions
    • E-mail
    • Web Mail, Company Mail, Departmental Mail
    • [email_address] [email_address] [email_address]
    • Inquiries Using Web Forms
    Existing Server SMTP/POP3 MX e-mail Internet Customer 1 1 1 2 2 2
  • 16. ProCenter RésuméRouting FY Q1 ‘99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 ‘99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions
  • 17. ProCenter RésuméRouting FY Q1 ‘99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express FY Q2 ‘99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Xpressions Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream Call Director
  • 18. ProCenter RésuméRouting Call Director “ IVR” Like Call Prompter Card Press 1 for Sales Press 3 for Accounts Receivable Press 2 for Accounts Payable Enter Name or Number
    • Processes Calls
    • Collects Digits
    • Provides Estimated Wait Time for Calls in Queue
    Caller
  • 19. ProCenter RésuméRouting FY Q1 ‘99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RésuméRouting Express Multi-site Suite Rel. 1 Résumé Routing - Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 ‘99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions
  • 20. What is CRM?
    • It’s a Business Strategy!
    • It’s a Corporate Imperative!
    • It’s a way to achieve Profitable Growth!
    • A multi-faceted approach to marketing, sales and customer care being used by companies to create customer loyalty and improve their business performance…
    • “ Customer” includes anyone involved in the business value chain
      • Front-office value, back-office value chain, partners, suppliers …
    • But, It IS NOT a Technology!