1.
Contact Center Workshop
Aker Brygge, 4th December 2013

2.
Agenda
• Intro (Peter Agild, Head of Business Area UC)
• Trends and new challenges in the Contact Center
– Knut-Arne Nygård
– Peter Agild
• Avaya updates
– Maksim Lukascuk (Contact Center specialist Avaya)
• Round table discussion
• End of workshop
• Dinner at D/S Louise at 16:30
TEMA

3.
OUR VISION
To be the most attractive provider of secure, innovative
communication solutions and services in the Nordic.
TEMA

4.
IPnett facts
• Founded in Norway in 1999
Company Offices
• Nordic company with ~120
employees
Oslo
• Nordic technical team with over
60 highly certified senior
consultants.
• Owned by financial investors
and employees.
• Turnover 2012: NOK 250 Million
• Prospect 2013:
TEMA NOK 330 Million
Lund
Company Growth
500
400
Market recognition
300
Geographic expansion
Establishment
200
Growth ambition
100
0
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
• Offices in Oslo, Stockholm,
Lund and Copenhagen.
Copenhagen
Stockholm

5.
Our people
Trust
Challenger
Competence
•
•
•
•
Top professionals
TEMA
Spirit for individual growth
Focus on developing personal
competences and attributes
Driven by strong company values
Quality
Enthusiasm

6.
What we do
Our strength is our combined skills in advanced network technology
and application network requirements.
NETWORK
•
•
•
Multiservice networks: one
network for all applications &
services
Increased efficiency and
scalability, secure future
company growth
TEMA
100% uptime and availability
UNIFIED COMMUNICATIONS
•
•
•
•
•
•
Increased mobility and efficiency
Collaboration
Presence/availability
Enhanced customer service
The merger of voice, video,
conferencing and office applications
Virtualisation
SECURITY
•
•
•
•
AAA (across fixed and
wireless networks)
Encryption
Monitoring/reporting
Security reviews

7.
CONTACT CENTER TRENDS
SOURCES: AVAYA, GARTNER, NEMERTS, FROST & SULLIVAN AND IDC
TEMA

8.
Trends…
• Social business and B2X
• Big data
• Multimedia and self-service
• Evolution of the contact center agent
• Cloud/hybrid or CPE solutions
TEMA

9.
Social business and B2X
• Twitter and Facebook are becoming
increasingly import for all business (20 %
using social media to communicate with
organizations
WEB
CHAT
INTERNET
SELF-SERVICE
TWITTER,
FACEBOOK
PHONE
• B2X, Business to anything is the new
busword
– The blur between private/work life
• Share information with friends, publicly
complain, compliment, and/or comment on
goods and services, or simply obtain
information about a company and its
offerings.
STORE
TEMA
% using channel to communicate
with organizations

10.
Big data
Analytics - Gaining intelligence
from big data
– Keywords, issue, quality problems or
rapidly feedback of campaigns
– More and more import due to the
number of medias and channels
– Your call center analytics can also
help you schedule your agents more
effectively
TEMA

11.
Multimedia and self-service
• Consumers are more tech-savvy than ever. Most are adept at going online
or using IVR systems to get the service they need from businesses without
talking to a live agent.
• Short answers, FAQs and quick updates are typical self-service errands.
• The mobile world, the impact of social media, and the evolution and
consumption of different technologies are forcing and enabling organizations
to become more agile and responsive.
TEMA

12.
Evolution of the contact center
and agent
• The key challenge in building a multimode and
self-service contact center is integration among
various channels. Customers sending mail and
not receiving a sufficient response shouldn't
have to repeat their entire inquiry if they place a
call to the Contact center.
• Customers who do request help from human
attendants generally have more difficult issues to
resolve and require agents who possess
specialized knowledge.
TEMA

13.
Cloud/hybrid or CPE solutions
Public
OPEX
Subscription
License
Cloud
Hybrid
UC/CC/Video
as-a Service
Next Gen
Public Cloud
Operations
Services
CAPEX
Perpetual
License
On-Premises
Private
Hosted Cloud Enablement
Public Cloud
Collaboration Pods
TEMA
On-Premise
UC/CC/Video
Products &
Services
Managed
Private Cloud
Private Cloud
Build Out
Build
Manage
Enable
Deliver

14.
Contact
SWEDEN
IPnett AB, Dalvägen 8,
169 56 SOLNA
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01
info@ipnett.se
NORWAY
IPnett AS, Vollsveien 2 B,
1366 LYSAKER
Phone: +47 67 20 10 10
Fax: +47 67 20 10 11
info@ipnett.no
Oslo
Stockholm
SWEDEN
IPnett AB, Scheelevägen 27
223 70 Lund
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01
info@ipnett.se
TEMA
DENMARK
IPnett A/S, Gammel Køge
Landevej 55, 4th floor,
2500 VALBY
Phone: +45 48 10 75 00
Fax: +45 48 10 75 01
info@ipnett.dk
Copenhagen
Lund