Interactive-Intelligence-call-center.ppt

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Interactive-Intelligence-call-center.ppt

  1. 1. The Future of the Contact Center <ul><ul><li>Rich Tehrani </li></ul></ul><ul><ul><li>President </li></ul></ul><ul><ul><li>TMC </li></ul></ul><ul><ul><li>www.tmcnet.com </li></ul></ul>
  2. 2. Here Is The Future <ul><li>VoIP </li></ul><ul><li>SIP </li></ul><ul><li>Speech </li></ul>
  3. 3. Your Future is VoIP <ul><li>What is it? </li></ul><ul><li>Regular Voice </li></ul><ul><li>Voice over IP </li></ul>Voice Voice Voice Voice Voice
  4. 4. VoIP Benefits: <ul><li>Cost </li></ul><ul><li>Remote Agents </li></ul><ul><li>Distributed Contact Centers </li></ul><ul><li>Offshoring – Indirect Cost Savings </li></ul><ul><li>Single Wire – Easier Management </li></ul><ul><li>Knowledge Workers </li></ul>
  5. 5. Other Benefits: <ul><li>Wireless Management </li></ul><ul><li>Presence -- SIP </li></ul><ul><li>Less Equipment </li></ul><ul><li>Browser-Based Phones </li></ul><ul><li>Better Equipment – More Competition </li></ul><ul><li>Push-To Talk </li></ul>
  6. 6. How Does Business Benefit? <ul><li>Seamless Connectivity </li></ul><ul><li>Virtual Enterprise </li></ul><ul><li>Easy Video </li></ul><ul><li>New Services </li></ul><ul><li>More Flexibility </li></ul><ul><li>Wireless Benefits – Soft Client or Phone </li></ul><ul><li>Inexpensive Conferencing </li></ul>
  7. 7. More Business Benefits: Hosting Becomes Easy <ul><li>VoIP Allows Agents and Host to be Anywhere – Saves $ </li></ul><ul><li>Allows Distributed Contact Center and Flexible Business Growth </li></ul><ul><li>Reduces Capital Expenditures </li></ul>
  8. 8. New Business Ideas <ul><li>Video Kiosks </li></ul><ul><li>Call-Me Buttons </li></ul><ul><li>Better Sound Through Headsets </li></ul><ul><li>CD Quality Conversations </li></ul>
  9. 9. Heed Warning Signs
  10. 10. Heed Warning Signs Bandwidth Issues Security QoS Find Solid Vendors
  11. 11. Spam Over Internet Telephony <ul><li>S </li></ul><ul><li>P </li></ul><ul><li>I </li></ul><ul><li>T </li></ul>
  12. 12. More Security Issues <ul><li>Denial Of Service </li></ul><ul><li>Firewall Issues </li></ul><ul><li>Customer Data Issues </li></ul>
  13. 13. SIP <ul><li>Device Interoperability </li></ul><ul><li>System Interoperability </li></ul><ul><li>Seamless Presence </li></ul>
  14. 14. SIP Trunks <ul><li>The Future Of Contact Centers </li></ul><ul><li>HMP Connections </li></ul>
  15. 15. Speech <ul><li>20%+ Can Be Automated </li></ul><ul><li>Quality Assessment </li></ul><ul><li>Performance Optimization </li></ul><ul><li>Rapid Escalation </li></ul>
  16. 16. Home Agents <ul><li>Amazing Potential </li></ul><ul><li>Can Also Be Off Shored </li></ul>
  17. 17. Ideas <ul><li>E-Mail </li></ul><ul><li>Integrate Media – Chat, E-Mail, etc. </li></ul><ul><li>Don’t Bounce Customers </li></ul><ul><li>Don’t Over-Rely On Technology </li></ul>
  18. 18. Future <ul><li>Customers Will Become More Empowered </li></ul><ul><li>Will See Wait Times Online </li></ul><ul><li>Will Have Instant Chat Capability </li></ul><ul><li>Will Schedule Call Backs Online </li></ul><ul><li>You Want To Be Ahead Of This Curve </li></ul>
  19. 19. The End <ul><ul><li>Thank You For Attending And Listening And </li></ul></ul><ul><ul><li>Thank You Interactive Intelligence/Vonexus For Inviting Me! </li></ul></ul><ul><ul><li>WWW.TMCNET.COM </li></ul></ul><ul><ul><li>Blog: tehrani.com </li></ul></ul><ul><ul><ul><ul><ul><li>Rich Tehrani </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>President </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>TMC </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>[email_address] </li></ul></ul></ul></ul></ul>

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