State Of The Industry <ul><ul><li>Rich Tehrani </li></ul></ul><ul><ul><li>President </li></ul></ul><ul><ul><li>TMC </li></...
TMC <ul><li>33 Year Old Publishing And Trade Show Company </li></ul><ul><li>First Magazine in Contact Center  and  VoIP Sp...
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 Vo...
Where Did it Come From? <ul><li>Hobbyist Toy </li></ul>
The Terms <ul><li>Internet Telephony </li></ul><ul><li>IP: Internet Protocol </li></ul><ul><li>IP Telephony </li></ul><ul>...
Obvious Benefit:  Cost Savings <ul><li>Consumers  </li></ul><ul><li>Enterprise </li></ul><ul><li>Service Providers </li></...
More Benefits:  Contact Centers <ul><li>Remote Agents </li></ul><ul><li>Distributed Contact Centers </li></ul><ul><li>Offs...
Other Benefits? <ul><li>Presence </li></ul><ul><li>Less Equipment </li></ul><ul><li>Browser-Based Phones </li></ul>
When? Today – Really, I am Not Kidding. Seriously... IP Telephony is Telephony <ul><li>Now the Safe Choice </li></ul><ul><...
How Does Business Benefit? <ul><li>Seamless Connectivity </li></ul><ul><li>Virtual Enterprise </li></ul><ul><li>Easy Video...
Case Study: Retail <ul><li>Customer Calls to ask About Holiday Hours </li></ul><ul><li>Sales Clerk is Doing Inventory on P...
More Business Benefits: Hosting Becomes Easy <ul><li>VoIP Allows Agents and Host to be Anywhere – Saves $ </li></ul><ul><l...
New Business Ideas <ul><li>Video Kiosks </li></ul><ul><li>Call-Me Buttons </li></ul><ul><li>Better Sound – Headset Vendors...
Standards <ul><li>H.323 – Video </li></ul><ul><li>SIP </li></ul><ul><ul><li>Intelligent Endpoints </li></ul></ul><ul><ul><...
Where Do I Start? <ul><li>Every New Technology Has Important Nuances </li></ul>
Heed Warning Signs
Heed Warning Signs Bandwidth Issues Security QoS Find Solid Vendors
One Step at a Time <ul><li>You Can Migrate To IP </li></ul><ul><li>Some Agents </li></ul><ul><li>Remote Agents </li></ul><...
Cleanse Palette
Communications The Future Of
Can’t Live Without it
Is Stressful
Voice Contact Office Phone VoIP Cell Phone Home Phone
Voice Contact Office Phone VoIP Cell Phone Home Phone Secretary
E-mail Contact Office E-mail SMS Gmail IM Secretary
Typical Situation Boss Calls Chicken or Fish Lose Customer Take Call Customer
Mass Confusion VoIP Productivity Boosting Converged Applications Communications Software Mobility Solutions Real-Time Comm...
What Are We Doing? To Get These Pesky ARROWS!!!!! Rid Of We Need
Manufacturing Just In Time Company Supplier Component Maker Customer
Communications Just In Time Take Boss Call Boss Customer Customer Call Friend
Communications Just In Time Is Really We Purchase Technology! The Real Reason This Term
Technology Changes Solutions Last
Where Are We Headed? <ul><li>Incredibly Flexible Communications </li></ul><ul><ul><li>Find Me – Follow Me </li></ul></ul><...
Presence Genius <ul><li>Do I Know You? </li></ul><ul><li>DND </li></ul><ul><li>Polite Rejection </li></ul><ul><li>Minimize...
Processes More Important Than Technology <ul><li>Start Automating Interactions </li></ul><ul><li>Stop Bouncing Callers Aro...
Don’t Let JITC Pass You By
The End <ul><ul><li>Thank You For Attending And Listening And  </li></ul></ul><ul><ul><li>Thank You Interactive Intelligen...
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Vonexus VoIP presentation

  1. 1. State Of The Industry <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. TMC <ul><li>33 Year Old Publishing And Trade Show Company </li></ul><ul><li>First Magazine in Contact Center and VoIP Space </li></ul><ul><li>TMCnet.com in top 6,700 sites in World </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. Where Did it Come From? <ul><li>Hobbyist Toy </li></ul>
  5. 5. The Terms <ul><li>Internet Telephony </li></ul><ul><li>IP: Internet Protocol </li></ul><ul><li>IP Telephony </li></ul><ul><li>VoIP: Not Really Fax or Video But Doesn’t Matter </li></ul>
  6. 6. Obvious Benefit: Cost Savings <ul><li>Consumers </li></ul><ul><li>Enterprise </li></ul><ul><li>Service Providers </li></ul><ul><li>Contact Centers </li></ul>
  7. 7. More Benefits: Contact Centers <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>
  8. 8. Other Benefits? <ul><li>Presence </li></ul><ul><li>Less Equipment </li></ul><ul><li>Browser-Based Phones </li></ul>
  9. 9. When? Today – Really, I am Not Kidding. Seriously... IP Telephony is Telephony <ul><li>Now the Safe Choice </li></ul><ul><li>Anything Else is Legacy </li></ul><ul><li>No Vendor Left Behind </li></ul><ul><li>No Service Provider Left Behind </li></ul><ul><li>No Cable Company Left Behind </li></ul><ul><li>No Wireless Provider Left Behind </li></ul>
  10. 10. 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>
  11. 11. Case Study: Retail <ul><li>Customer Calls to ask About Holiday Hours </li></ul><ul><li>Sales Clerk is Doing Inventory on PDA </li></ul><ul><li>Call is Transmitted to PDA via WiFi Telephony from PBX/ACD </li></ul><ul><li>CRM Data is Transmitted as Well </li></ul><ul><li>Clerk Sees That Customer Likes to Own the Latest Shoes and Mentions the new Shipment that Came in </li></ul><ul><li>Customer Must Have Latest Shoes – Sale is Made </li></ul>
  12. 12. 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>
  13. 13. New Business Ideas <ul><li>Video Kiosks </li></ul><ul><li>Call-Me Buttons </li></ul><ul><li>Better Sound – Headset Vendors </li></ul>
  14. 14. Standards <ul><li>H.323 – Video </li></ul><ul><li>SIP </li></ul><ul><ul><li>Intelligent Endpoints </li></ul></ul><ul><ul><li>Can Register Dynamically Like E-mail </li></ul></ul><ul><ul><li>Signaling and Media Paths are Independent </li></ul></ul><ul><ul><li>Presence Built in </li></ul></ul>
  15. 15. Where Do I Start? <ul><li>Every New Technology Has Important Nuances </li></ul>
  16. 16. Heed Warning Signs
  17. 17. Heed Warning Signs Bandwidth Issues Security QoS Find Solid Vendors
  18. 18. One Step at a Time <ul><li>You Can Migrate To IP </li></ul><ul><li>Some Agents </li></ul><ul><li>Remote Agents </li></ul><ul><li>Soft Clients </li></ul><ul><li>Not All Or Nothing </li></ul>
  19. 19. Cleanse Palette
  20. 20. Communications The Future Of
  21. 21. Can’t Live Without it
  22. 22. Is Stressful
  23. 23. Voice Contact Office Phone VoIP Cell Phone Home Phone
  24. 24. Voice Contact Office Phone VoIP Cell Phone Home Phone Secretary
  25. 25. E-mail Contact Office E-mail SMS Gmail IM Secretary
  26. 26. Typical Situation Boss Calls Chicken or Fish Lose Customer Take Call Customer
  27. 27. Mass Confusion VoIP Productivity Boosting Converged Applications Communications Software Mobility Solutions Real-Time Communications This Won’t Solve Anything
  28. 28. What Are We Doing? To Get These Pesky ARROWS!!!!! Rid Of We Need
  29. 29. Manufacturing Just In Time Company Supplier Component Maker Customer
  30. 30. Communications Just In Time Take Boss Call Boss Customer Customer Call Friend
  31. 31. Communications Just In Time Is Really We Purchase Technology! The Real Reason This Term
  32. 32. Technology Changes Solutions Last
  33. 33. Where Are We Headed? <ul><li>Incredibly Flexible Communications </li></ul><ul><ul><li>Find Me – Follow Me </li></ul></ul><ul><li>WiFi Telephony – Video </li></ul><ul><li>Linux Telephony </li></ul><ul><li>Ambient Telephony </li></ul><ul><li>Person Not Device </li></ul><ul><li>Presence Genius </li></ul>
  34. 34. Presence Genius <ul><li>Do I Know You? </li></ul><ul><li>DND </li></ul><ul><li>Polite Rejection </li></ul><ul><li>Minimize Interruption </li></ul>
  35. 35. Processes More Important Than Technology <ul><li>Start Automating Interactions </li></ul><ul><li>Stop Bouncing Callers Around </li></ul><ul><li>Seamlessly Share Customer Data Between Employees & Departments </li></ul><ul><li>Give Road Warriors The Weapons They Need </li></ul><ul><li>Presence Is Now </li></ul>
  36. 36. Don’t Let JITC Pass You By
  37. 37. 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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