Taking a closer look at the developments in enterprise communications we see a multitude of offerings and new solutions arising. Not only are these developments driven from within the enterprise market. Like often the case, the consumer market is in the lead What will also significantly impact business communications in general is that - approaching from the background - is a whole new generation, growing up (and by now many of them grown up) in the interactive age. An Interactive Generation used to being continuously online, studying and communicating online simultaneously, multi-tasking. This generation will expect, demand, drive and exploit this same way of working and communicating they are used to, when they enter professional life.
Typical Enterprise Issues Urgent need to increase the revenue Need to improve customer satisfaction Reach to the person, and solve the problem instantly To be able to do flexible agent / operator assignment Need to reduce the communication costs Other issues need an affordable solution, proofed in the market support multi-language requirement BCT (with IP DECT) will be the solution ! BCT complies with your demands
There are 3 levels. Customers want an end-to-end responsibility and they want it to work. Each transaction now – we have to worry about the end to end components here. We need to take into account the UC, it’s the manner and the mode of how they communicate. A vast majority of the competition is messaging here. But you can’t stop there. At Unified Business – in the IT industry, there’s been a huge amount of money invested in automated their business. What they find is there is still 20% of their transaction that require people. 80% of the cost of the business is handling the 20% of those processes. There’s a cost associated with this. Communications is critical from this perspective. The interesting thing about it is everyone needs it. it’s the single most important application they need. They can live without the portal, CRM or something else – but they cannot live without communications. Here’s how NEC does it. We look at the infrastructure layer. It has already converged, it’s table stakes. Then you move up to Unified Communications – but we think it’s more than UC. It doesn’t stop there. What you require is a Unified infrastructure. It’s not simply just providing devices on the edges of the network. The biggest challenges are how the information flows through the network. The second is the Unified Communications – it’s how our customers communicate. It’s the user experience. We’re extending it to the Unified Business – turning the information into knowledge so they can take action on the point of need. There a course of action that needs to be taken between human beings.
Our customers are coming in with a business need. They recognize the value where if they have a customer, they want to retain their customer. The customer acquisition cost is high. UC is all about application enablement. We’re seeing communications getting to role-enablement in our customer’s businesses. Roles – You have a personal role and a community role. Identities and Roles.
BCT: Call Center which provide ROI Operator which improve customer satisfaction Employee which improve productivity And further more, you can swap the CC agent, Operator and Employee, so you can do flexible work arrangement Further more, all the business tools required for your business is also bundled. If you need special customer specific integration, (please talk with your sales for investigation) choice of BCT integration and CC-Pro Flexibility: users can easily switch roles - Extra Operators and Agents during busy hours - Operator role can move anywhere throughout the office Explain License Model
Improve customer satisfaction Showing one consistent, professional face to the customer; Having personalized, accurate and qualified responses. Improve the reach ability of your staff Control how (manually, via the built-in calendar or Microsoft® Outlook) and where (Voicemail, mobile number, secretary, home phone number) you want your staff to be reached; Your mobile work force: extensive support of mobile DECT handsets (central directory, messaging) and mobile phone users. Improved staff efficiency and productivity Pop-up on incoming calls, integrated with back office applications; Dial from Microsoft® Outlook, Microsoft® Office and Web pages; Fast directory searches, with live phone and presence information; Secure enterprise instant messaging; Enabling integration with CRM and ERP solutions. Support flexible working models Multi-role (e.g. in peak hours some of your staff act as Business ConneCT Agents or Operators); Remote office working (using NEC’s softphone in combination with Business ConneCT Employee).
Assisting with unsuccessful call attempts Provide presence info of called person Provide alternatives to caller Colleagues Messaging Calling party not available Busy, not answering, do-not-disturb Number does not exist/wrong number General (non-DDI) directory number General enquiries Specific topics Internal enquiries Search persons or topics Connect to outside extension
Cost Reduction by a more efficient use of existing operator staff Any employee can act as operator and can assist at peak hours; Reduced need for dedicated operator staff. More incoming calls handled in a single response Fast call handling due to an integrated directory and intuitive user interface; All call information in one overview. Adequate response to incoming calls lead to revenue growth Optimal and friendly customer response; Reduced waiting times; more customers serviced. Improved service levels and satisfied customers VIP caller priority, reduced waiting time; professional and personal service; Providing the best customer experience. Handle more incoming calls by a more efficient use of your operator staff Detailed overview of the queued calls; Access to multimedia communication methods like SMS Text, DECT and instant messaging. Save time and inform the caller instantly with the right information Customers receive queue announcements, including call back options; Presence management enables operators to inform customers adequately. Reduce number of times a caller is transferred Presence status of the destination known before transferring the call; Alternative destinations instantly available. Reduce the number of fall back calls Presence status of the destination ensures first time right. Easy look and feel reduces operator training One look and feel for all roles and an intuitive user interface; Short learning curve.
Improve customer satisfaction Single point of contact; one number or one email address; automated attendant. Connects customers to the right person first time Route calls or emails to the right skilled agent based on the requested service; Route important customers always to the same person. Reduce waiting times and lost calls Queue announcements, give options for Callback or to leave Voicemail; Reporting provides important information to optimize your Contact Center. Offer 24/7 service Important customers are transferred, even out of office hours; Less important customers are given other options, such as Voicemail. One consistent, professional face to the customer Announcements customized to your needs. Personalized, accurate, qualified responses lead to revenue growth Customer information visible at the agent user interface. Minimize the impact on resources One stop shopping, all in one box! Little or no user training, common User Interface. Scalability to accommodate for future growth Add agents, supervisors and features by adding licenses. Improve your staff’s efficiency and productivity and reduce costs Call and presence state of colleagues, role switching, free seating, special attention for returning customers; Instant Messaging; integrated wallboard info and Agent Group Display.
Manages agents assign, delete, change, monitor Manages skill sets per agent Manages incoming calls Queues Service levels Creates reports Immediate, scheduled Assigns, modifies and deletes agents within agent groups Monitors Full Set of Reports Floor plan: Agent positions Dashboard: Performance, total cals, queue length, overviews Group status displaying CC info BCT Administrator : Define call flow (numbers to dial, clock settings, etc) Define router and agent groups Define skill set Manage announcements (read, record) (Group) Voice mailbox set-up
Active Directory integration makes management easier Centralized management allows controlled delivery of these tools User friendly configuration for the most complex Contact center scripts Smart, role-based setup wizard allows for easier deployment Implemented using Microsoft .Net Technologies No (Active Voice) Media boards required for IVR, SIP based HMP technology
Also prompt are available in these languages Note that every user can select his own specific GUI Language. English English-US Japanese Spanish Spanish Catalan Portuguese Brazilian Portuguese Chinese French Italian German Dutch Danish Swedish Russian Turkish Greek
Customers: Excellence in contact handling and caller services Single point of contact Connect customers to the right person first time Reduce waiting times and lost calls Offer 24/7 services Staff: Improved teamwork and user productivity Control over how and when they can be reached No waste of time to find and reach colleagues and contacts Intuitive and easy to use PC-based user interface Organization: Cost efficiency and flexibility All-in-one integrated solution One common user interface for all roles/applications Scalable for easy growth Supports primary business processes
Email integration => Unified Messaging
Note: Dialogic boards can only be used in combination with 2000IPS / NEAX2000 / iS3000
Bct 5.1 Customer Presentation V5.1
Business ConneCT Unified Communications Date: 2011-June Version 5.1