Interactive Intelligence's Todd Marthaler presenting at the CPI Queued IN event and webinar on Multi-Channel Technology Options for Contact Centers.

2. Multi-Channel Technology Options for
Emerging Channels
Todd Marthaler
Contact Center Consultant, Interactive Intelligence

3. Session Objectives
How do organizations deliver a multi-channel customer
experience today?
Building a Multi-Channel Business Case
Technology Solutions for the Multi-Channel Experience
Case Study
www.inin.com
©2013 Interactive Intelligence, Inc.

4. Responding to the Multi-Channel Bell!
2013 Multi-Channel Metrics Survey Conducted by Contact
Center Pipe Line and Interactive Intelligence
208 Responses from Contact Center Leadership.
Centers Ranging from less than 50 to more than 1,000
Agents.
Data across industries: Telecommunications, Cable,
Internet, Education, Utilities, Outsourcers, Retail, Financial
Services, Health Care, etc.
www.inin.com
©2013 Interactive Intelligence, Inc.

5. Survey Says…
Source: July, 2013 Multi-Channel Metrics Survey
Results, Contact Center Pipeline, Interactive Intelligence
www.inin.com
©2013 Interactive Intelligence, Inc.

6. Know your Customer!
Customer profile identifies channel preference
Demographics
Generational Impact
Buying Power
Transaction/Interaction Type
Customer Life Cycle
www.inin.com
©2013 Interactive Intelligence, Inc.

7. How are your customers communicating?
www.inin.com
©2013 Interactive Intelligence, Inc.

8. Hypothetical Approach-Subscription Trial
Challenge
Introduce Chat to Replace/Reduce Calls
Promote and test customer adoption
Solution
Month to Month subscription service
Measure Results!
www.inin.com
©2013 Interactive Intelligence, Inc.

9. Return on Investment
Impact Customer Satisfaction and Quality
Adoption Rates
Interaction Replacement
Improved FCR
Cost reduction
Other key ROI considerations?
www.inin.com
©2013 Interactive Intelligence, Inc.

10. “The Engine and Elements!”
Options:
Unified Communications Platform
Outsource Services
Single Channel Solutions
Subscription Services
Elements:
Customer Relationship Management
Business Intelligence
Multi-Channel Media Management
www.inin.com
©2013 Interactive Intelligence, Inc.

11. Business Case – Profile
www.inin.com
©2013 Interactive Intelligence, Inc.

12. Business Case – Multi-Media Need
www.inin.com
©2013 Interactive Intelligence, Inc.

13. Technology Choice-Multi-Channel Solution
www.inin.com
©2013 Interactive Intelligence, Inc.

14. Why Unified Solution?
www.inin.com
©2013 Interactive Intelligence, Inc.

15. Agent Blending
www.inin.com
©2013 Interactive Intelligence, Inc.

16. Benefits & Lessons Learned
www.inin.com
©2013 Interactive Intelligence, Inc.

17. Future Strategy
www.inin.com
©2013 Interactive Intelligence, Inc.

18. Next Steps-Multi-Channel Solution
Know Your Customer!
Secret Shop!
Build a Business Case.
Test the Waters…
Source a Solution!
www.inin.com
©2013 Interactive Intelligence, Inc.

19. INTERACTIVE INTELLIGENCE
DELIBERATELY INNOVATIVE
www.inin.com

20. Thank You
Chris Dellen
Director of Marketing
cdellen@commprod.com
317.596.7966 Phone
Headquarters
Communications Products, Inc.
7301 E. 90th Street Suite 111
Indianapolis, IN 46256
(800) 999.0197
www.CommProd.com
blog.commprod.com
@CPIcommprod
Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions
for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business
professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super
Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has
the experience to continuously improve the way you communicate.