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"Mehrwert Contact Center" von Necla Haskioglu-Larsch und Dirk Harder, Enghouse

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Präsentation zur Session beim Callcenter Barcamp in Köln am 5. September 2014. Von Necla Haskioglu-Larsch und Dirk Harder, Enghouse.

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"Mehrwert Contact Center" von Necla Haskioglu-Larsch und Dirk Harder, Enghouse

  1. 1. 1 Contact Center Barcamp MEHRWERT IM CONTACT CENTER MIT CLOUD UND MICROSOFT LYNC Necla Haskioglu-Larsch, Director Business Development & Account Dirk Harder, Manager Partner & Sales Support 5. September 2014, Köln
  2. 2. 2 Das neue Paradigma Contact Center Consolidation 2.0 PBX / ACD IVR Recorder CTI Dialer Email Server Web Server VoIP Gateway IP Network Distributed Agents Distributed Agents & Supervisors Informal Agents Home Agents & Supervisors Mobile Network Mobile Agents PSTN VoIP Gateway Core System Application & Database Servers Universal Agents & Supervisors PSTN VoIP Gateway •ACD •IVR •CTI •Dialer •Email •Web Chat •Video IVR / Call •Recording •Unified Reporting •Unified Admin Outsourced Center PSTN
  3. 3. 3 Virtualisierung = Effiziente Kontaktverteilung Site B CRM Application Verteilte Agenten Site c Verteilte Agenten Kunde Core System Application & Database Servers Universal Agents PSTN VoIP Gateway Backend Database Site A – Data Center Geschäftsprozesse Match von Kundenprofil mit Agentenskill & Agentenverfuegbarkeit Hallo Herr Schmidt! Wie kann ich Ihnen helfen? Hmm, guter Service! Identifizierung des Anrufers durch Zugriff auf die Kundendatenbank First Call Resolution = Hohe Kundenzufriedenheit & Senkung der Kosten pro Anruf
  4. 4. 4 Increased Customer Satisfactions Increased Operational Efficiency Anwendernutzen Reduced Costs Quicker Time To Market •Reduzierung der Infrastrukturkosten •Senkung der Total Cost Of Ownership (TCO) •Reduzierte Betriebs- & Trainingskosten •Senkung des Administrationsbedarfs •Virtuelles Routing – Senkung der Wartezeit •Reduzierung der Anrufabbrueche •hohe First Call Resolution Rate •konsistenter Service in allen Standorten •hohe Ressourcenauslastung •Einheitliche Geschaeftsprozesse •Konsistenter Betrieb •zentrales Management •Schnelle Verfuegbarkeit •Niedrige Komplexitaet der Integration •Schnelle Reaktion auf neue Anforderungen
  5. 5. 5 Perfekte Integration mit Lync
  6. 6. 6 Perfekte Integration mit Lync
  7. 7. 7 Perfekte Integration mit Lync
  8. 8. 8 Vielen Dank

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