PresentacióN Forward 2009v5 (English)


Published on

Forward Suite is a Customer Experience Manager solution that delivers business maximization of customers interactions.

  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Contamos con extensa trayectoria en la integración de las comunicaciones con los procesos y aplicaciones de negocios de las empresas. Trabajamos en ecosistemas con múltiples fabricantes, tecnologías y proveedores.
  • PresentacióN Forward 2009v5 (English)

    1. 1. Empowering Your Business
    2. 2. <ul><li>Forward is a tool developed for companies seeking to improve the performance of their business </li></ul><ul><li>Forward was conceived from two viewpoints: </li></ul>FORWARD CLIENTE EMPRESA
    3. 3. Company Customers Generate satisfaction and loyalty In-depth knowledge Provide them with an unforgettable experience Increase the quantity and P roductivity of interactions Generate innovations and/or make information-based corrections Obtain business information Evaluate the performance of the different sectors of the company Maximize business
    4. 4. <ul><li>Companies today must achieve: </li></ul><ul><ul><li>Do more with less </li></ul></ul><ul><ul><li>Increase sales and profits </li></ul></ul><ul><ul><li>Generate loyal and faithful customers </li></ul></ul><ul><li>An intelligent Contact Center contributes to these objectives and improves customer experience by maximizing each interaction with them </li></ul>Business Challenges
    5. 5. Why a customer care focus? <ul><li>92 % of consumers form an opinion about a company’s image through their interaction with a Call/Contact Center </li></ul><ul><li>62 % of customers stop using a company’s products or services if they have a bad experience with the Contact Center </li></ul><ul><li>77 % of companies believe that a Contact Center is extremely critical to the success of their business </li></ul><ul><li>Source: Gartner Group </li></ul>92% 62% 77%
    6. 6. Solution Options <ul><li>Forward was designed as a modular solution </li></ul><ul><li>It can cover the various functions necessary to run a smart Contact Center, such as: </li></ul><ul><ul><li>Communications Applications </li></ul></ul><ul><ul><li>Business Applications </li></ul></ul>
    7. 8. Communications Applications Forward Smart Integral Solution for Multimedia Contact Routing or can be added to the current telephone central Completely modular, scalable, and configurable Forward IVR Forward IVR is both an Integral IVR as well as a tool that allows its integration with existing IVRs Voice Forward Smart Router can route calls automatically or manually. One of the most important features is Skill Based Routing, where each contact is assigned to the best resource available according to its capabilities Mail Forward Smart Router has the ability to route mails based on words or preconfigured chains of words with the address searched. For instance, all the e-mails that mention &quot;maintenance” can be routed to the Maintenance Supervisor. Fax It has the ability to manage faxes and allows inbound and outbound campaigns automatically. The information is extracted from faxes, sent to a DB and automatically sent to recipients Chat Among the features, Forward Smart Router has a Chat Module that allows for internal communications as well as with customers. Among other things, it allows to broadcast messages to the agents without interrupting their ongoing calls
    8. 9. Business Applications Forward Touch Integral business solution for a Contact Center that allows for its best performance and functioning CC CRM Through this application one can address incoming calls and manage outgoing campaigns. FORWARD Touch shows each call with the information needed to meet the customer in a personalized manner and improve their experience Recorder &QM This feature allows one to record conversations in a selective manner to generate records. With the general philosophy of FORWARD, the recordings can be associated with the business indicators Campaign Manager High-level module that allows optimization of outgoing contacts in a Call / Contact Center inside a multi-operating environment and the simultaneous execution of multiple campaigns. It also enables non-expert operatives to configure it Workflow Allows you to define workflows for each business process that a company has. Through a graphical tool, a supervisor can define the stages of a task during the workflow and the actions needed Schedulling It can manage schedules and the allocation of appointments and tasks, and can be used in a variety of applications. It consists of a set of different agendas, so one can organize appointments on a more general level Application Conector FORWARD can be used as a front-end application for the Call / Contact center agents. In some cases it may be necessary to integrate systems that are being run by the customer, for example: ERP
    9. 10. Servicios Profesionales SSPP The success of any Call /Contact Center project and the achievement of the planned ROI is closely tied to the quality of SSPP applied at all stages of the process Design & Implem. The study of the needs of particular businesses with the proper selection and planning stages are vital to obtain the expected results. For full implementation we provide all our know-how in project management to ensure compliance with the planned design Devolopment & Integration We have vast experience in the integration of communications with business applications and companies’ processes. We also work with multiple manufacturers, technologies and suppliers Consultancy A Call / Contact Center platform, like any technology, is a powerful tool. Its proper use is essential to achieve the planned impact. Customized high-quality operational training programs are given at our Human Resources Center and give our experts the tools and knowledge to use this technology. Knowledge Transfer Support Services and Help Desk, Corrective, Preventive and Proactive Maintenance ensure the highest levels of availability and appropriate use for the future of the center Support & Maintenance The operation of a Call / Contact Center with appropriate, quantitative and qualitative SLA, demands selection and management abilities from human resources, as well as measurements and management expertise. Our Consulting Unit in Contact Centers advises and works together with your company in terms of technological and operational capabilities
    10. 11. About Us <ul><li>Started Operations: 1979 </li></ul><ul><li>Coverage: </li></ul><ul><ul><li>Current: CALA </li></ul></ul><ul><ul><li>2Q09: Spain </li></ul></ul><ul><ul><li>Headquarters: Montevideo, Uruguay </li></ul></ul><ul><li>Legal Entities: </li></ul><ul><ul><li>Uruguay </li></ul></ul><ul><ul><li>Chile, México, Argentina </li></ul></ul><ul><ul><li>Where the business requires </li></ul></ul><ul><li>Languages: </li></ul><ul><ul><li>Spanish, Portuguese, English, French </li></ul></ul>
    11. 12. Out Team <ul><li>140 people: </li></ul><ul><ul><li>95% in contact with customers; 5% Backoffice </li></ul></ul><ul><ul><li>90% Technical Training/Professional </li></ul></ul>Services, Consulting, PM Engineering; 75% (Engs/Tech) Software Development: 25 (Eng/Analysts) Business Profile : Engineers, IT Analysts, and Communications Sales 20% Admin & Back Office 5%
    12. 13. Our Experience <ul><li>We hace implemented Call/Contact Center projects reaching: </li></ul>16 countries 17.000 seats +80 C.Centers +40 Forward Implementations
    13. 14. FORWARD CONTACT CENTER SUITE PROFESSIONAL SERVICES CONTACT CENTER EXPERIENCE + HIGH PERFORMANCE CONTACT CENTERS AND OPTIMAL ROI <ul><li>Forward Smart Router </li></ul><ul><li>Forward IVR </li></ul><ul><li>Forward Touch </li></ul><ul><li>Voice </li></ul><ul><li>Fax </li></ul><ul><li>Mail </li></ul><ul><li>Chat </li></ul><ul><li>CC Crm </li></ul><ul><li>Recorder & QM </li></ul><ul><li>Campaign </li></ul><ul><li>Manager </li></ul><ul><li>Workflow </li></ul><ul><li>Scheduling </li></ul><ul><li>Application </li></ul><ul><li>Conector </li></ul><ul><li>-Reporting </li></ul><ul><li>Design & Implementation </li></ul><ul><li>Development & Integration </li></ul><ul><li>Knowledge Transfer </li></ul><ul><li>Support & Maintenance </li></ul><ul><li>CC Consultancy Services </li></ul><ul><li>16 countries </li></ul><ul><li>17000 seats </li></ul><ul><li>80 CC </li></ul><ul><li>40 Forward implementations </li></ul><ul><li>Better experience </li></ul><ul><li>w ith customers </li></ul><ul><li>-Better indicators </li></ul><ul><li>Satisfaction </li></ul><ul><li>Sales </li></ul><ul><li>Profitability </li></ul><ul><li>Decision-making </li></ul>+
    14. 15. Solution Architectures
    15. 16. Stand Alone Solution Architecture
    16. 17. Multiplatform Architecture
    17. 18. Native Integration Architecture
    18. 19. New in FORWARD 4.0
    19. 20. <ul><li>Own voice recorder </li></ul><ul><li>Own IVR </li></ul><ul><li>Own multimedia router </li></ul><ul><li>Own dialer </li></ul>New in FORWARD 4.0
    20. 21. <ul><li>Technological evolution of the product </li></ul><ul><li>Smart Client Technology </li></ul><ul><ul><li>Smart Client technology allows for the modification or updating of applications in a centralizedway and, through the Internet, “randomize” the application’s use </li></ul></ul><ul><ul><li>In turn, this structure opens opportunities for teleworking and permits the use of “Virtual Contact Centers” that are implemented through the “hosting” of CRM applications </li></ul></ul>Nuevo en FORWARD 4.0
    21. 22. <ul><li>Virtual Agent </li></ul><ul><ul><li>Customers access the Applications Server through Windows Communication Foundation </li></ul></ul><ul><li>Interface </li></ul><ul><ul><li>Better user experience (Windows Presentation Foundation) </li></ul></ul><ul><ul><li>Look & Feel Microsoft CRM like </li></ul></ul>New in FORWARD 4.0
    22. 23. <ul><li>CRM </li></ul><ul><ul><li>Clearer knowledge about each person. “Customer file” where all the information and previous interactions are kept. The agent or supervisor can attach documents, add data, etc. </li></ul></ul><ul><ul><li>Enhanced search capabilities. It is possible to view the customer in a single display: </li></ul></ul><ul><ul><ul><li>Carried out campaigns </li></ul></ul></ul><ul><ul><ul><li>Running campaigns </li></ul></ul></ul><ul><ul><ul><li>WF processes (open, closed, etc.) </li></ul></ul></ul><ul><ul><ul><li>Complete contacts and forms history </li></ul></ul></ul>New in FORWARD 4.0
    23. 24. <ul><li>Integration </li></ul><ul><ul><li>Forms with access to Web Services </li></ul></ul><ul><ul><li>Configurable Environment Variables </li></ul></ul><ul><ul><ul><li>Access to internal and external databases </li></ul></ul></ul><ul><ul><ul><li>Access to Web Services </li></ul></ul></ul><ul><ul><li>Embedded Web forms </li></ul></ul><ul><ul><li>Integrated agenda with Exchange </li></ul></ul>New in FORWARD 4.0
    24. 25. <ul><li>Scripting </li></ul><ul><ul><li>Surveys in Tree Forms </li></ul></ul><ul><ul><li>Information Entry Form with Graphic Design </li></ul></ul><ul><ul><li>Images in Forms </li></ul></ul><ul><li>Campaign Manager </li></ul><ul><ul><li>Campaigns integrated to FORWARD’s CRM </li></ul></ul><ul><ul><li>Not Call List </li></ul></ul>New in FORWARD 4.0
    25. 26. <ul><li>Means </li></ul><ul><ul><li>Email Routing </li></ul></ul><ul><ul><li>Chat Standalone with clients </li></ul></ul><ul><ul><li>Web campaigns </li></ul></ul><ul><li>Receiving or sending workflow based on Windows Workflow Foundation </li></ul><ul><li>Internet reporting </li></ul>New in FORWARD 4.0
    26. 27. Sample Screens
    27. 28. Information Form <ul><li>The information form viewed by the agent </li></ul>
    28. 29. <ul><li>Agent’s view of a website </li></ul>Information Form
    29. 30. <ul><li>Agent’s view of the running agenda form. The hours that are highlighted in color are reserved </li></ul>Agenda Form
    30. 31. <ul><li>This screen displays the data of customers and contacts included in FORWARD </li></ul>Customer Card/File
    31. 32. <ul><li>Agent’s view of the campaigns. This shows the data of contacts to be called, call history, additional data, and the forms previously made </li></ul>Campaigns
    32. 33. <ul><li>In this screen one can configure and modify the survey information previously entered. Several types of surveys can be conducted, for instance, customer satisfaction surveys </li></ul>Survey Settings
    33. 34. <ul><li>Setup of information forms and modification of the text and format previously created . This type of form displays information to the agent when he/she receives a call or initiates an interaction </li></ul>Information Form
    34. 35. <ul><li>Configuration data for each campaign (type, name, service, etc.) </li></ul>Campaigns
    35. 36. Campaigns | Terms <ul><li>Screen creation, maintenance, and allocation for scheduling campaigns </li></ul>
    36. 37. Campaigns | Contacts <ul><li>Contacts entry screen for use in campaigns. One may also choose from contact previously entered in FORWARD </li></ul>
    37. 38. Campaigns | Results <ul><li>Setup of possible results/campaign categorizations. This is where the agent classifies the status of a call, for example, “No Answer”, “Completed Call”, etc. </li></ul>
    38. 39. Campaigns | Agents <ul><li>Agent assignation screen </li></ul>
    39. 40. Forward Workflow <ul><li>States and Operations </li></ul><ul><ul><li>Each moment the task is in a state. The following operations to be performed depend on this particular state. </li></ul></ul>
    40. 41. Web Configuration (Administration) <ul><li>Monitoring of server resource usage </li></ul>
    41. 42. Web Configuration (Administration) <ul><li>Simple route configuration </li></ul>
    42. 43. Web Configuration (Administrator) <ul><li>Add extensions for agents in a simple manner </li></ul>
    43. 44. Basic Hardware and Software All In One Box Solution
    44. 45. HW & SW Requirements Basic HARDWARE and SOFTWARE Forward Server <ul><li>Intel Dual Core 3Ghz, Motherboard with 5 slots PCI </li></ul><ul><li>2 Gb RAM Memory </li></ul><ul><li>Hard Drive 100 Gb </li></ul><ul><li>Windows 2003 y 2008 </li></ul><ul><li>Compatibility database (not included) </li></ul><ul><ul><li>SQL Server 2005, 2008 </li></ul></ul><ul><ul><li>Oracle 10g </li></ul></ul><ul><ul><li>MySQL </li></ul></ul>Forward Touch Server <ul><li>IBM Server </li></ul><ul><li>Intel Dual Core 3Ghz, Motherboard with 5 slots PCI </li></ul><ul><li>3 Gb RAM Memory </li></ul><ul><li>Hard Drive 200 Gb </li></ul><ul><li>Network card (Not onboard) </li></ul><ul><li>Network plates </li></ul><ul><ul><li>Plate E1/T1 Digium (30 digital lines) </li></ul></ul><ul><ul><li>Plate TDM800P Digium (8 analog lines), TDM2400P Digium (24 analog lines), or another Digium card with a TDM line. </li></ul></ul>Agents and Supervisors PC <ul><li>Pentium IV </li></ul><ul><li>1Gb RAM Memory </li></ul><ul><li>Hard Drive 60 Gb </li></ul><ul><li>Windows XP or Vista </li></ul><ul><li>Good quality headset (Plantronics) </li></ul>Phones <ul><li>Softphones </li></ul><ul><ul><li>Xlite (ISBEL) </li></ul></ul><ul><ul><li>Xten </li></ul></ul><ul><li>IP </li></ul><ul><ul><li>Polycom </li></ul></ul><ul><ul><li>Linksys </li></ul></ul><ul><ul><li>LG-Nortel </li></ul></ul>
    45. 46. Forward Business References
    46. 47. Uruguay Forward Front End References
    47. 48. Chile Mexico Forward Front End References
    48. 49. Dominican Republic Other countries Forward Front End References