Creating Tomorrow’s Contact Center Today

1. Creating Tomorrow’s
Contact Center Today

2. C
ontact centers that want to be relevant in the era of social media need to transform
from slow-moving, reactive organizations into real-time and even proactive
departments that are a step ahead of customer needs.
A new breed of contact center is emerging-one that combines Social Media, Multichannel
Enablement, Smart Phone Adoption, Virtual Contact Center. Contact Center leaders must
understand the next generation’s expectations, move more quickly, empower agents, and
build lasting customer relationships.
Balancing efficiency, performance and costs, while investing in the right technology and
infrastructure required in succeeding in today and tomorrow’s Omni-channel environment.
Is your contact center living up to your brand promise? Sensiple’s Customer Experience
Management will help organizations in
n
Integrating Customer Experience into the DNA of your business
n
Closing the loop by applying customer insights to improve the business and gain
competitive advantage
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Utilizing innovative and emerging technologies like speech analytics, mobile apps,
chat, voice biometrics, virtual queuing, conversational IVR and webs-call back that
help meet the raising expectations of customers in a digital world
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Leveraging moments of truth(VoC) at the right time to spot opportunities and enhance
your customer’s journey
www.sensiple.com 2

3. Synthesize
Smaller Firms
Modernize
Mid-sized Firms
n
Companies with less than 100
customer service agents
n
Less Global coverage and usually
concentrated with a couple of specific
regions
n
Typically not mature in their business
Process
n
200 to 500 CSR
n
Multiple sites of operations
n
Justifying multiple center services
delivery solutions
n
Achieving attractive agent
occupancy rates for clients
Creation of Customer
Experience Framework
n
Building Framework-
Helpdesk, ESM, CRM
n
Multi-Channel Interaction-
building IVR self Service,
Multichannel Contact Center,
24x7 Support
Continuous Improvement to be
the Industry Leader
n
Omni-Channel Self Service-
IVR Analytics, Optimize
Self Service, Knowledge
Management
n
Omni-Channel Customer
Interactions-Consulting,
VOC/NPS, Contact Center
Analytics, WFM/QM
Data Driven
& Proactive
Customer
Interaction
Large Firms
n
Staying on the top of the game
n
Managing peak performance
n
Preventing risks associated with
Caller ID spoofing and “social
engineering”.
Data Driven & Proactive
Customer Interaction
n
Personalize Interaction-
Interaction Analytics, Context
Based Interaction, Unified
Communication
n
Wow Your Customer-Voice
Biometric Identity, Predictive
Analytics, Intelligent Virtual
Agent
n
Senisple’s helps large contact
centers to quickly identify
valid customers and tag
fraudulent callers
www.sensiple.com 3
Business Strategy

4. www.sensiple.com 4
Contact Center Services
www.sensiple.com 4
Contact Center Consulting
n
Assessing current contact center
operations and developing a roadmap
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Tracking the Right KPIs using 25 key
performance indicators
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Fine tuning automated self-service
systems
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Measuring Performance using scoring
schemes
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Assessing System Integration needs
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Optimizing key contact center business
processes
Implementation Services
n
Determining business requirements,
roles and responsibilities
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Infrastructure, VOIP Readiness
Assessment and Optimization
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Integration with self-service, CTI screen
pops, outbound dialing and custom
reports
n
Program Rollout
n
Assurance Testing
n
Education and Knowledge Transfer
Testing & Maintenance Services
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Test Automation of IVR & Speech
Applications
n
Ongoing support & maintenance of
Network & IT Infrastructure
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Servicing in areas related to change
management, service request
management, patch and release
management, monitoring services,
hosting services, continuity services and
performance management.
Customer Analytics
n
Contact Center Performance Analytics
Suite
n
IVR Caller Experience Analytics Suite-
Will be able to connect with Avaya, Cisco,
Nortel and Genesys, using variety of
adapters
n
Voice of Customer Analytics solution:
Sensiple helps to actively listen to
customer feedback and extract customer
sentiments relevant to your business
Technology
Stack
ACD Systems
Nortel, Avaya, Siemens,
Cisco Call Manager,
Aspect, Voxgen
Speech Server
Nuance OSR, Microsoft
Speech Server
IVR
Genesys Voice Portal,
Avaya Voice Portal,
Voice Genie
Routing
Platform
Cisco ICM, Genesys
Contact Center Suite,
Avaya Interaction
Center
CTI Tools
Genesys T-Library,
Cisco ICM DCS, Aspect
Outbound
Dialers
Genesys Outbound
Contact Solution,
Avaya PCS

5. Why Sensiple
Sensiple has proven track record in transforming customer
service for millions of customers across the world.
n Established Contact Center of Excellence
n Endtoendcontactcenterstrategydevelopmentincluding
legacycustomerservicetechnologyassessment,strategy
development, and solution implementation
n Pre-built solutions for IVR/CTI, Speech recognition
technologies and Voice XML solutions
n Improving Customer Experience with Context-
Empowered Agents
CORPORATE OFFICE
1000 Route 9 North, Suite 303 Woodbridge, NJ 07095
Phone : 732 283 0801
Fax : 732 283 0489, 732 283 3775
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Siruseri, Tamilnadu 603 103, India
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Fax : +91 44 4741 9100
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Phone : 402 505 7790
Fax : 402 505 7798
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662, Woodlands Ring Road
#5-226 Singapore 730 662
Phone : 65 6279 1053