UC Expo 2010 - Managing and exploiting a multi-vendoe UC environment in the contact centre


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  • By converging the networks, we made more it complexNot only does every location need to know about every other location, each application needs to know about everyone that might use itWe ended up shifting the savings to the management of the network… how to route information around the network; how to take advantage of network resources (i.e. need to define trunks, dial plans, etc between each pair of sites)…. Each application needs to know about each PBX/Site that it will integrate with - each integration is independent and possibly unique.An example of this management complex would be what happens when we add or remove a site from the network. To add a site, we need to identify the network path to get to that site from every other location on the network. Same is true for the applications – each application would need to know about the new site.Get a second example of a user moving from JIM.Converging the networks had minimal impact on the user
  • UC Expo 2010 - Managing and exploiting a multi-vendoe UC environment in the contact centre

    1. 1. Customer & Service Orientated Communications Theatre<br />Managing and exploiting a multi-vendor UC environment in the contact centre<br />Martyn Jones<br />Vodafone Business Services<br />
    2. 2. From Wikipedia<br /><ul><li>Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (including IP telephony), video conferencing, call control and speech recognition with non real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types.[1]</li></ul>Unified Communications<br />2<br />15 March 2010<br />
    3. 3. Personalised, customer interest routing<br />How do your customers want to be served?<br />History-based interactions<br />Anywhere, anytime model<br />Always available <br />Consistency across channels<br />Ease of use<br />Self Service provides you with automated ways <br />to serve your customers<br />
    4. 4. Customer retention<br />and win back<br />      <br />Cross-selling<br />Fraud detection<br />Customer satisfaction surveys<br />How do your customers want to be served?<br />‘Welcome’ calls<br />Collections<br />Imagine new ways to proactively serve your customers<br />
    5. 5. Video<br />Systems<br />Enterprise<br />Applications<br />Contact <br />Centres<br />Conferencing<br />Services<br />Communication<br /> Systems<br />Data<br />Centres<br />FIXED<br />NETWORKINFRASTRUCTURE<br />Communication<br /> Systems<br />Enterprise communication<br />5<br />
    6. 6. How do we build a customer service centre?<br />Proactive Contact<br /><ul><li>Preview, Proactive, Predictive
    7. 7. Massive productivity gains
    8. 8. Large volumes of calls</li></ul>Self Service<br /><ul><li>DTMF
    9. 9. Natural language
    10. 10. Open speech natural language
    11. 11. Integrated into customer database
    12. 12. Sub 12 month ROI</li></ul>Multi media<br /><ul><li>Voice
    13. 13. Instant messaging & web-chat
    14. 14. Video
    15. 15. White media
    16. 16. Email
    17. 17. 15-20% agent utilisation</li></ul>Efficiency Tools<br /><ul><li>WFM & WFO
    18. 18. ACD to Skill
    19. 19. Virtualization of multiple CC
    20. 20. ERP Integrations
    21. 21. CRM and CTI</li></li></ul><li>Our portfolio<br />Seamless Communications<br /><ul><li>Increasingly virtual, globally integrated enterprise
    22. 22. Globally dispersed workforce
    23. 23. Mission-critical business continuity</li></ul>Unified Communications<br /><ul><li>Vodafone One
    24. 24. Work as a state of mind, not a place
    25. 25. Killing the productivity killers</li></ul>Customer Service<br /><ul><li>Customer is still king
    26. 26. Customer service as competitive differentiation
    27. 27. Drive revenue while controlling costs and mitigating risk</li></ul>Business Process<br /> Effectiveness<br /><ul><li>Greater agility to compete
    28. 28. Human latency, delays, errors and lack of visibility
    29. 29. Rapid real-time decision making and effective customer response</li></li></ul><li>4<br />1<br />Business Processes, Rules & Routing Engine<br />Personalized Speech <br />Self Service<br />5<br />3<br />Branch<br />Presence<br />Policy<br />Skill<br />Wait Time<br />Remote<br />Data and Intelligence<br />BusinessApplications<br />Call Centre<br />Intelligent customer routing scenario<br />Laura calls with a question<br />Laura’s loan inquiry routed to the appropriate agent based on:<br />2<br />Expertise/Skill<br />Availability<br />Location<br />Cost<br />Real-Time<br />Efficiency<br />“Hi Laura, how can I help you?”<br />“I need account balance”<br />“Now I need a loan”<br />Call queued <br />Personalised wait treatment:<br />Overdraft protection offer<br /> Account updated<br /> Streaming video<br />8<br />
    30. 30. 6<br />7<br />8<br />10<br />9<br />Proactive call made next day asking if Laura has any questions before funds are transferred<br />Remote<br />Intelligent customer routing scenario<br />Remote agent needs assistance so uses presence<br />Loan documentation uploaded to web account for on line acceptance and IM support provided to original agent<br />HO colleague needs authorisation sosearches for an authorised signatory <br />Integration to <br />AD and presence<br />Identifies mobile support<br />Courier delivers bankers<br />draft and electronic acceptance <br />advised from ruggedised device<br />via 3G and systems updated <br />Loan authorised and confirmation text sent to mobile <br />9<br />
    31. 31. Flexible Working, Security, Business Continuity, Reduce Total Cost Of Ownership, Increase Productivity<br />Unified Communications<br />Business Email<br /> Applications<br />Connectivity<br />Machine <br />To <br />Machine<br />Mobile Voice<br />Contact Centre<br />Call Flow & ACD<br />BlackBerry<br />CRM<br />Mobile Broadband<br />M2M Data<br />Vodafone Volume Tariff<br />IP Telephony<br />Windows Mobile Email<br />Mobile Field <br />CRM<br />Mobile Network Connectivity<br />Lone Worker<br />Company Value Tariff<br />Unified Messaging<br />Nokia Mail for Exchange<br />Proactive<br />Contact<br />DSL<br />Mobile Safe<br />Flat Rate Tariff<br />Vodafone One<br />Enhanced Analytics Services<br />Multi Media<br />Agent <br />Secure Remote Access<br />Safe Guard<br />Voicemail<br />Presence and Soft phone Clients<br />MPLS<br />Unified Directory<br />Track and Assist<br /> Mobile Voice<br />Mobile Field Service<br />SIP Trunks<br />Conferencing<br />Vodafone One<br />Service and Support<br />Maintenance Services<br />Training<br />Billing Services<br />Managed Support<br />Integration Services<br />Consultancy<br />Implementation Services<br />Bringing it all Together The Complete Portfolio<br />
    32. 32. The Complete Portfolio<br />PSTN<br />VF 2G/3G Network<br />Proactive Contact<br />Contact Centre<br />Internet<br />Internet<br />Multimedia<br />MPLS With Cisco / VF <br />Back-Up<br />Self Service<br />& Apps<br />VF 2G/3G Network<br />
    33. 33. Presence & location applications<br /><ul><li>Maintains past and current geographic location
    34. 34. Delivers powerful combination of presence and location</li></li></ul><li>A Case Study: RWE nPower<br />
    35. 35. RWE nPower: An overview<br /><ul><li>Utilities
    36. 36. 12000+ Employees
    37. 37. 6.6 million customers
    38. 38. Produce more than 10% of UK electricity
    39. 39. In 2008 RWE recorded 49bn Euros in revenue</li></ul>Requirements: Over the last 3 years RWE have implemented a policy of best practice at minimum cost for the sustainability of their core ACD and associated systems, upgrading each system in line with manufacturer guidelines whilst running each system for maximum efficiency and minimum risk. With systems at 3 sites reaching end of life RWE needed a schedule upgrade in accordance with industry best practice to support its UK Operations and were looking for business improvement to drive higher levels of customer satisfaction.<br />
    40. 40. RWE nPower: The solution<br /><ul><li>Consolidated 5 customer service centres on to one logical system
    41. 41. Merged 6000 business users and 2600 contact centre agents onto one system
    42. 42. Consolidated all existing Avaya ACDs into a single system controlled at two data centres
    43. 43. Centralised administration allowing agents to share all associated technologies and applications:
    44. 44. Self service platform
    45. 45. Proactive dialler
    46. 46. Management reporting enhancements
    47. 47. Voice recording
    48. 48. Quality management and workforce management
    49. 49. Intelligent customer routing </li></li></ul><li>RWE nPower: The benefits<br /><ul><li>Improved scalability
    50. 50. Highly secure
    51. 51. Increased service levels
    52. 52. Reduced costs
    53. 53. Fast deployment
    54. 54. Increased resilience
    55. 55. Improved efficiency</li>