The document discusses strategies for improving citizen service through consolidating contact centers, implementing CRM systems, and utilizing multi-channel technologies. It provides examples of how Newark and Miami-Dade counties established unified 311 call centers to streamline citizen requests and improve tracking of issues. Technology like IP telephony and CRMs allow for more efficient routing of calls, tracking of service requests, and reporting on center performance.
Five9 sfdc sales presentation july 23 2014Chris Nelson
Five9 is a cloud contact center software provider that has over 12 years of experience in the cloud contact center space. It has over 550 employees and supports over 2,000 customers across 5 continents handling over 3 billion calls per year. Five9 integrates deeply with Salesforce through apps and partnerships to provide a complete cloud contact center solution for inbound and outbound interactions across various industries.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
Shandong Unicom partnered with Huawei to develop a user perception evaluation system to better understand and improve network quality. This system quantified quality of experience (QoE) factors, established key quality indicators (KQI) and monitored key performance indicators (KPI). Using this system, Shandong Unicom identified issues, optimized network segments, and improved services like MMS, web access, and streaming. These efforts led to fewer customer complaints and better quality of experience, enhancing Shandong Unicom's reputation and subscriber growth.
Metaphor Solutions provides speech recognition interactive voice response (IVR) applications for the Asterisk platform. It offers over 55 pre-packaged speech and touch-tone IVR applications across industries like retail, healthcare, and financial services. The applications can be hosted or deployed on-premise and are customizable using Metaphor's web-based tools with quick deployment times and low total cost of ownership.
End-to-End Service Quality Management for Mobile BroadbandMuhammad Imran Awan
This document discusses the need for mobile service providers to shift from traditional network management to end-to-end service quality management (SQM) in order to manage quality of experience for customers using mobile broadband services. It outlines SQM functions like monitoring key performance indicators, service models, dashboards, and notifications. Integrating SQM across transport, backhaul, and wireless networks allows providers to gain visibility into application and subscriber service performance. SQM data can also provide business intelligence on service usage trends and help evolve management from SQM to formal service level management.
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
Global headquarters in Bedford, MA USA with regional headquarters in Europe (UK) and Asia (Japan). Founded in 1992 originally as Hammer Technologies, Empirix leads the market in service quality assurance solutions for new IP communications. Empirix helps customers ensure quality of experience, avoid outages, minimize downtime impact, and gain returns through improved satisfaction and reduced costs.
The document discusses the history and evolution of call centers, including Cisco's collaboration services and AVVID architecture. It then provides an overview of the main components of a call/contact center including CallManager, ICM, CVP, and IVR. Finally, it compares multi-vendor versus Cisco IPCC solutions and discusses implementation considerations for call centers in Pakistan.
Five9 sfdc sales presentation july 23 2014Chris Nelson
Five9 is a cloud contact center software provider that has over 12 years of experience in the cloud contact center space. It has over 550 employees and supports over 2,000 customers across 5 continents handling over 3 billion calls per year. Five9 integrates deeply with Salesforce through apps and partnerships to provide a complete cloud contact center solution for inbound and outbound interactions across various industries.
This document defines terminology used in contact centers. It provides definitions for over 50 terms including abandoned call, average handle time, automatic call distributor, interactive voice response, predictive dialer, queue, and voice mail. The definitions are concise explanations of what each term refers to in the context of contact center operations.
Shandong Unicom partnered with Huawei to develop a user perception evaluation system to better understand and improve network quality. This system quantified quality of experience (QoE) factors, established key quality indicators (KQI) and monitored key performance indicators (KPI). Using this system, Shandong Unicom identified issues, optimized network segments, and improved services like MMS, web access, and streaming. These efforts led to fewer customer complaints and better quality of experience, enhancing Shandong Unicom's reputation and subscriber growth.
Metaphor Solutions provides speech recognition interactive voice response (IVR) applications for the Asterisk platform. It offers over 55 pre-packaged speech and touch-tone IVR applications across industries like retail, healthcare, and financial services. The applications can be hosted or deployed on-premise and are customizable using Metaphor's web-based tools with quick deployment times and low total cost of ownership.
End-to-End Service Quality Management for Mobile BroadbandMuhammad Imran Awan
This document discusses the need for mobile service providers to shift from traditional network management to end-to-end service quality management (SQM) in order to manage quality of experience for customers using mobile broadband services. It outlines SQM functions like monitoring key performance indicators, service models, dashboards, and notifications. Integrating SQM across transport, backhaul, and wireless networks allows providers to gain visibility into application and subscriber service performance. SQM data can also provide business intelligence on service usage trends and help evolve management from SQM to formal service level management.
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
Global headquarters in Bedford, MA USA with regional headquarters in Europe (UK) and Asia (Japan). Founded in 1992 originally as Hammer Technologies, Empirix leads the market in service quality assurance solutions for new IP communications. Empirix helps customers ensure quality of experience, avoid outages, minimize downtime impact, and gain returns through improved satisfaction and reduced costs.
The document discusses the history and evolution of call centers, including Cisco's collaboration services and AVVID architecture. It then provides an overview of the main components of a call/contact center including CallManager, ICM, CVP, and IVR. Finally, it compares multi-vendor versus Cisco IPCC solutions and discusses implementation considerations for call centers in Pakistan.
Digital Mail Centers (DMCs) provide benefits like efficiency, trackability, visibility, accountability, security, and compliance for organizations. A DMC utilizes technologies like automatic mail sorters, digital mail, and offsite receiving centers. It features workflows for backfile conversion, forms processing, parcel tracking, and certified mail handling. A demonstration showed capabilities like mail scanning and delivery, forwarding, and reporting within a DMC system from companies like Bear River, Image Architects, Tritek Technologies, and Kofax.
This document discusses contact center technology solutions and Infosys' offerings in this area. It outlines challenges companies face with contact centers around retaining customers while reducing costs. Infosys provides end-to-end solutions including consulting, design, development, integration and support of contact center technologies like IVR, CTI and speech recognition to help companies optimize their contact centers.
Nexsus provides various IT support services including facility monitoring, application development, software testing, and technical support. They aim to help customers maintain existing applications with improved service levels at lower costs. Nexsus takes an innovative, tools-driven approach to support and enhancement activities. They also provide dedicated on-site engineers through their Facility Monitoring Service to ensure customer applications function properly.
Managed services provide a range of outsourcing options for technology and operations delivered by a specialist team. They include proactive monitoring, support and maintenance, helpdesk services, security services, and more. Adopting managed services can help businesses address challenges like cost control, regulatory compliance, skills shortages, and improving technology performance and availability. Managed services are delivered through an engagement framework that manages the IT infrastructure, services, security, and customer support.
A very light hearted introduction to the jargons associated with Contact Center -aka- Call Center -aka- Now re-branded as Customer Experience Management Centers...
Service007 is a flagship product of Customer Broadcast. Started in the Year 2000, Customer Broadcast has served many prestigious clients - deploying some of the best made-to-order and out-of-the-box Software and also manages end-to-end Customer Service activities through our State-of-the-art call centers in Chennai, Trichy and Ranipet.
Workforce Planning and Analytics (WFM for Call Center)NEERAJJASROTIA
This document provides an introduction to call center operations and workforce management. It defines different types of call centers including inbound, outbound, and blended. It discusses factors that impact call volume forecasting such as trends, seasonality, days of week, times of day, and special events. It also describes various forecasting methods including statistical techniques like moving averages and regression analysis to predict future call volumes. Accurate forecasting requires collecting valid call data, identifying patterns, and adjusting for outliers and anomalies.
This document summarizes Stat Explorer Pro, a software tool for improving call center performance. It provides statistics and dashboards to measure key performance indicators. The statistics module provides filters and visualizations of call data by date, type, extension, queue, and agent. It helps optimize call handling and increase successful calls. The dashboard displays real-time data on queues, agents, calls and system resources to boost productivity. Customizable widgets include queue wait times, agent states, and top callers. Reports and data can be exported. Additional features and customization are available.
Midwest Technology Resources assists utilities in selecting, implementing, and managing profitable broadband internet strategies through several areas of focus, including technology selection, project management, marketing, installation, infrastructure, cost modeling, and billing systems. They have over 15 years of experience in telecommunications technology and broadband internet business operations. Their team of experts can help utilities avoid common pitfalls and implement the right processes and systems to successfully offer broadband internet in a profitable way.
The document summarizes updates from an extended reference group meeting, including the following projects:
1. IPTel project update, carrier and billing updates including transitioning phone lines and implementing a new billing system.
2. Desktop lifecycle services project to standardize hardware and software across the university.
3. Identity and access management project to upgrade aging authentication systems for improved security, compliance and user experience.
MintTec offers VoIP phone systems for small and medium businesses (SME). We supply, install and maintain, and provide consultancy in optimising VoIP telephone systems. MintTec is an independent VoIP systems integrator, and works with the leading suppliers to deliver the best Business VoIP solutions.
Avotus is a telecom expense management company that has been in business for 20 years. It provides software and services to help customers gain visibility and control over their communications spending. Avotus' solution is technology-based and aims to provide a complete picture of a customer's communications environment to help optimize processes and reduce costs. The company has over 230 employees and manages over $4 billion in communications spend for more than 3,200 customers worldwide.
This document discusses the problems caused by weak online conferencing solutions for businesses. It identifies four main problems: 1) poor audio quality, 2) unreliable systems, 3) solutions that are difficult to join and use, and 4) lack of support. It then discusses the risks and costs of weak conferencing to IT departments, including issues with security, administration, and support. Finally, it outlines the risks and costs to the rest of the business, including negative impacts to sales, support, marketing, and internal projects. The document advocates for investing in a higher quality online conferencing system to avoid these problems and costs.
The document discusses OSS/BSS testing and AMS from multiple perspectives. It provides an overview of OSS/BSS systems and their modules. It then discusses testing from a business perspective focusing on customer and service lifecycles, and from a technical perspective focusing on frontend and backend systems. It proposes introducing Testing as a Service (TaaS) to provide OSS/BSS testing in a flexible consumption model. It discusses leveraging testing teams and environments to serve business needs and building a testing repository for the telecom industry.
Movius is a mobile cloud company addressing
enterprise mobility challenges that are associated with BYOD ( Bring Your Own Device) , employee privacy, and compliance. Bring your own device (BYOD) is growing fast, and we enable businesses and their employees to be able to manage a second (or additional)
business line(s) on a single device, without the need for multiple sims or plans through our Movius App. This provides employees with full separation of all aspects of business and personal use including separate contacts, voicemail, SMS and recording capabilities.
Now companies are able to increase employee efficiency, simplify BYOD management, maintain compliance, lower telephony costs, and improve employee and customer satisfaction. The Movius app allows employees to make and receive work related calls and texts on
a second company-managed number giving control back to the enterprise while providing flexibility and convenience for employees. We also provide an easy to use management portal that allows administrators to easily provision company-managed numbers, monitor
employee mobile voice, text, and data usage, and configure policies to control communication costs. Mobilizing your workforce with an enterprise BYOD program offers many benefits, including reduced telecommunications costs, greater business agility, and happier,
more productive employees. Movius can add to the success of your BYOD initiative by helping you implement a program that is cost-efficient, compliant, compelling to employees, and easy to manage and scale.
This presentation gives high level understanding of OBSS systems or Management and Monetization solutions being used in Telco operator environment. It highlights key functional & technical building blocks of Telecom IT Software Infrastructure and what are the key use cases they aim to achieve.
This presentation would be useful for newcomers in Telecom space to quickly grab overall IT landscape.
John W. Campbell II has over 15 years of experience in IT support roles across various industries. He has extensive technical skills including experience with Microsoft Office, various billing and tracking systems, databases, and operating systems. He has held roles providing technical support, project management, sales support, and helpdesk coordination for organizations such as NASA, National Institutes of Health, Health and Human Services, AT&T, Time Warner Cable, and Verizon Business. He has a diploma from Woodbridge High School and networking certification courses from Northern Virginia Community College.
A Leading Patient Experience Survey Platform by MedStatix - White Labeled for...MedStatix, LLC
Improving Patient Experience. Improving Practice Performance.
MedStatix, LLC, offers a WHITE LABELED, cloud-based specialty-specific patient experience survey platform that is bundled and/or resold by leading EMR/EHRs and other integrated healthcare service providers as a value-add to their products.
The patient experience platform uses data science and predictive analytics learned from data hosted on the platform to enable healthcare providers to improve quality of care, patient retention rates and risk profiles of physician practices.
The patient experience platform pinpoints specific, actionable problems where practices can improve their service through its easy-to-implement, yet sophisticated technology solution for monitoring and measuring patient experience by each provider across an organization.
With over a decade delivering over one million patient surveys for over 25 pharmaceutical brands, as well as customer feedback platforms and analytics for Fortune-class brands, MedStatix enables their resellers to provide their customers with exceptional practice improvement opportunities.
Moving from Traditional to Connected Support: Delivering Better Customer Expe...Support.com
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
Amgen is the first and largest biotech company, developing medicine for patients with high unmet medical needs. It was established in 1980 and has approximately 18,000 employees worldwide. Amgen's mission is to serve patients by reliably providing innovative pharmaceutical solutions for serious diseases. To achieve this, Amgen is focusing on delivering patient value through successful launches, transforming operations, and engaging with stakeholders in the healthcare environment. Amgen is establishing a Value Based Healthcare Center of Excellence in the Netherlands to develop innovative collaboration pilots across multiple disease areas that aim to add value for patients and all players in the healthcare system.
1) The document discusses how marketing has shifted from an "art" to a "science" due to changes in technology and customer expectations. Advances like social media, mobile devices, and cloud computing have given customers more control over brand conversations and empowered them to expect personalized, seamless experiences across channels.
2) It proposes a "Customer Value model" with four interconnecting layers: customer value at the core, surrounded by customer journey, customer value analytics, and finally company value. This model aims to continuously link customer insights and data to business decisions in real-time in order to maximize value for both customers and the company.
3) Achieving customer value now requires understanding customer needs, behaviors, and motiv
Digital Mail Centers (DMCs) provide benefits like efficiency, trackability, visibility, accountability, security, and compliance for organizations. A DMC utilizes technologies like automatic mail sorters, digital mail, and offsite receiving centers. It features workflows for backfile conversion, forms processing, parcel tracking, and certified mail handling. A demonstration showed capabilities like mail scanning and delivery, forwarding, and reporting within a DMC system from companies like Bear River, Image Architects, Tritek Technologies, and Kofax.
This document discusses contact center technology solutions and Infosys' offerings in this area. It outlines challenges companies face with contact centers around retaining customers while reducing costs. Infosys provides end-to-end solutions including consulting, design, development, integration and support of contact center technologies like IVR, CTI and speech recognition to help companies optimize their contact centers.
Nexsus provides various IT support services including facility monitoring, application development, software testing, and technical support. They aim to help customers maintain existing applications with improved service levels at lower costs. Nexsus takes an innovative, tools-driven approach to support and enhancement activities. They also provide dedicated on-site engineers through their Facility Monitoring Service to ensure customer applications function properly.
Managed services provide a range of outsourcing options for technology and operations delivered by a specialist team. They include proactive monitoring, support and maintenance, helpdesk services, security services, and more. Adopting managed services can help businesses address challenges like cost control, regulatory compliance, skills shortages, and improving technology performance and availability. Managed services are delivered through an engagement framework that manages the IT infrastructure, services, security, and customer support.
A very light hearted introduction to the jargons associated with Contact Center -aka- Call Center -aka- Now re-branded as Customer Experience Management Centers...
Service007 is a flagship product of Customer Broadcast. Started in the Year 2000, Customer Broadcast has served many prestigious clients - deploying some of the best made-to-order and out-of-the-box Software and also manages end-to-end Customer Service activities through our State-of-the-art call centers in Chennai, Trichy and Ranipet.
Workforce Planning and Analytics (WFM for Call Center)NEERAJJASROTIA
This document provides an introduction to call center operations and workforce management. It defines different types of call centers including inbound, outbound, and blended. It discusses factors that impact call volume forecasting such as trends, seasonality, days of week, times of day, and special events. It also describes various forecasting methods including statistical techniques like moving averages and regression analysis to predict future call volumes. Accurate forecasting requires collecting valid call data, identifying patterns, and adjusting for outliers and anomalies.
This document summarizes Stat Explorer Pro, a software tool for improving call center performance. It provides statistics and dashboards to measure key performance indicators. The statistics module provides filters and visualizations of call data by date, type, extension, queue, and agent. It helps optimize call handling and increase successful calls. The dashboard displays real-time data on queues, agents, calls and system resources to boost productivity. Customizable widgets include queue wait times, agent states, and top callers. Reports and data can be exported. Additional features and customization are available.
Midwest Technology Resources assists utilities in selecting, implementing, and managing profitable broadband internet strategies through several areas of focus, including technology selection, project management, marketing, installation, infrastructure, cost modeling, and billing systems. They have over 15 years of experience in telecommunications technology and broadband internet business operations. Their team of experts can help utilities avoid common pitfalls and implement the right processes and systems to successfully offer broadband internet in a profitable way.
The document summarizes updates from an extended reference group meeting, including the following projects:
1. IPTel project update, carrier and billing updates including transitioning phone lines and implementing a new billing system.
2. Desktop lifecycle services project to standardize hardware and software across the university.
3. Identity and access management project to upgrade aging authentication systems for improved security, compliance and user experience.
MintTec offers VoIP phone systems for small and medium businesses (SME). We supply, install and maintain, and provide consultancy in optimising VoIP telephone systems. MintTec is an independent VoIP systems integrator, and works with the leading suppliers to deliver the best Business VoIP solutions.
Avotus is a telecom expense management company that has been in business for 20 years. It provides software and services to help customers gain visibility and control over their communications spending. Avotus' solution is technology-based and aims to provide a complete picture of a customer's communications environment to help optimize processes and reduce costs. The company has over 230 employees and manages over $4 billion in communications spend for more than 3,200 customers worldwide.
This document discusses the problems caused by weak online conferencing solutions for businesses. It identifies four main problems: 1) poor audio quality, 2) unreliable systems, 3) solutions that are difficult to join and use, and 4) lack of support. It then discusses the risks and costs of weak conferencing to IT departments, including issues with security, administration, and support. Finally, it outlines the risks and costs to the rest of the business, including negative impacts to sales, support, marketing, and internal projects. The document advocates for investing in a higher quality online conferencing system to avoid these problems and costs.
The document discusses OSS/BSS testing and AMS from multiple perspectives. It provides an overview of OSS/BSS systems and their modules. It then discusses testing from a business perspective focusing on customer and service lifecycles, and from a technical perspective focusing on frontend and backend systems. It proposes introducing Testing as a Service (TaaS) to provide OSS/BSS testing in a flexible consumption model. It discusses leveraging testing teams and environments to serve business needs and building a testing repository for the telecom industry.
Movius is a mobile cloud company addressing
enterprise mobility challenges that are associated with BYOD ( Bring Your Own Device) , employee privacy, and compliance. Bring your own device (BYOD) is growing fast, and we enable businesses and their employees to be able to manage a second (or additional)
business line(s) on a single device, without the need for multiple sims or plans through our Movius App. This provides employees with full separation of all aspects of business and personal use including separate contacts, voicemail, SMS and recording capabilities.
Now companies are able to increase employee efficiency, simplify BYOD management, maintain compliance, lower telephony costs, and improve employee and customer satisfaction. The Movius app allows employees to make and receive work related calls and texts on
a second company-managed number giving control back to the enterprise while providing flexibility and convenience for employees. We also provide an easy to use management portal that allows administrators to easily provision company-managed numbers, monitor
employee mobile voice, text, and data usage, and configure policies to control communication costs. Mobilizing your workforce with an enterprise BYOD program offers many benefits, including reduced telecommunications costs, greater business agility, and happier,
more productive employees. Movius can add to the success of your BYOD initiative by helping you implement a program that is cost-efficient, compliant, compelling to employees, and easy to manage and scale.
This presentation gives high level understanding of OBSS systems or Management and Monetization solutions being used in Telco operator environment. It highlights key functional & technical building blocks of Telecom IT Software Infrastructure and what are the key use cases they aim to achieve.
This presentation would be useful for newcomers in Telecom space to quickly grab overall IT landscape.
John W. Campbell II has over 15 years of experience in IT support roles across various industries. He has extensive technical skills including experience with Microsoft Office, various billing and tracking systems, databases, and operating systems. He has held roles providing technical support, project management, sales support, and helpdesk coordination for organizations such as NASA, National Institutes of Health, Health and Human Services, AT&T, Time Warner Cable, and Verizon Business. He has a diploma from Woodbridge High School and networking certification courses from Northern Virginia Community College.
A Leading Patient Experience Survey Platform by MedStatix - White Labeled for...MedStatix, LLC
Improving Patient Experience. Improving Practice Performance.
MedStatix, LLC, offers a WHITE LABELED, cloud-based specialty-specific patient experience survey platform that is bundled and/or resold by leading EMR/EHRs and other integrated healthcare service providers as a value-add to their products.
The patient experience platform uses data science and predictive analytics learned from data hosted on the platform to enable healthcare providers to improve quality of care, patient retention rates and risk profiles of physician practices.
The patient experience platform pinpoints specific, actionable problems where practices can improve their service through its easy-to-implement, yet sophisticated technology solution for monitoring and measuring patient experience by each provider across an organization.
With over a decade delivering over one million patient surveys for over 25 pharmaceutical brands, as well as customer feedback platforms and analytics for Fortune-class brands, MedStatix enables their resellers to provide their customers with exceptional practice improvement opportunities.
Moving from Traditional to Connected Support: Delivering Better Customer Expe...Support.com
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
Amgen is the first and largest biotech company, developing medicine for patients with high unmet medical needs. It was established in 1980 and has approximately 18,000 employees worldwide. Amgen's mission is to serve patients by reliably providing innovative pharmaceutical solutions for serious diseases. To achieve this, Amgen is focusing on delivering patient value through successful launches, transforming operations, and engaging with stakeholders in the healthcare environment. Amgen is establishing a Value Based Healthcare Center of Excellence in the Netherlands to develop innovative collaboration pilots across multiple disease areas that aim to add value for patients and all players in the healthcare system.
1) The document discusses how marketing has shifted from an "art" to a "science" due to changes in technology and customer expectations. Advances like social media, mobile devices, and cloud computing have given customers more control over brand conversations and empowered them to expect personalized, seamless experiences across channels.
2) It proposes a "Customer Value model" with four interconnecting layers: customer value at the core, surrounded by customer journey, customer value analytics, and finally company value. This model aims to continuously link customer insights and data to business decisions in real-time in order to maximize value for both customers and the company.
3) Achieving customer value now requires understanding customer needs, behaviors, and motiv
Changing the Paradigm Rivers of Information instead of data warehousingCapgemini
Change of Paradigm: River of Information instead of data warehousing
§ New and vast data streams: Offering potential for organisations to outperform their peers
§ Changing the flow: Why IT needs to stop pushing back against local business views and start enabling them
§ Retrospective to Predictive: Shifting BI from retrospective analysis to delivering insight at the point of action
§ New thinking: Enabling an entirely new way to drive value from the information river but it demands new thinking and new skills
tw telecom's customer experience strategy is based on passionate customer service employees, personalized customer service choices, and using customer feedback programs to improve service. Their strategy includes local customer service teams supported by a national organization, with over two-thirds of employees dedicated to customer service. They aim to listen to customers, collaborate with them, and continuously improve the customer experience.
Multivendor management involves the governance and orchestration of multiple customer service providers to deliver a consistent customer experience across channels and locations. Key aspects of multivendor management include command center operations for real-time performance monitoring and issue resolution, workforce planning and forecasting, and reporting and analytics to drive continuous improvement. Effective multivendor management aims to streamline operations and ensure contractual service levels are met across all customer interactions.
Contact deflection is about moving customer contacts – phone calls, emails, live chats – from an overburdened traditional
channel to a new digital channel where you can apply interception and automation techniques to respond to simple queries, gather
data for more complex queries and prioritize work for your agents.
Huntsville utilties and source gas — delivering total customer carerobgirvan
Huntsville Utilities implemented SAP BCM and CRM software to improve its customer service operations. With the new system, call center agents can handle customer inquiries through a single interface integrated with the CRM system. This allows agents to access customer information and handle calls, emails, chats and SMS through the same platform. The new system has increased productivity, reduced resolution times, and improved customer satisfaction levels. Huntsville Utilities now handles over 350,000 calls per year through its 25 agent call center. Supervisors can monitor agent performance and call volumes in real-time through the online monitoring tools.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
The document discusses strategies for reducing costs in contact centers. It outlines key areas where costs can be reduced, including through self-service options, agent productivity improvements, and reducing agent attrition. The Enghouse approach promotes reducing costs through enabling more customer self-service via IVR and online options, automating processes to improve agent efficiency, and unifying communication channels for better management and metrics. Quick success stories from clients saw large cost savings from reduced call volumes through expanded self-service IVR and improved agent productivity.
BRM is the UK’s leading end to end Telecoms and Expenses Management software that delivers automated arbitration, cost mapping, internal billing, reporting and cost recovery for Global Enterprises that struggle to control multiple business services across multiple countries and offices.
Virtual assistant technology is helping over 350 customer-facing organizations improve customer service while managing growth. By answering over 85 million questions, virtual assistants are increasing first call resolution rates by 10-50% and reducing call volumes by 25-50%, allowing contact centers to scale efficiently while improving customer satisfaction. Virtual assistants provide a consistent customer experience across channels by handling common questions through self-service, freeing agents to focus on more complex inquiries.
InContact is a cloud-based contact center platform provider that serves over 800 customers. It has over 60,000 agents handling over 10 billion calls annually with a 90% customer retention rate and high customer satisfaction. InContact provides powerful, flexible, and customizable solutions for contact routing, workforce optimization, and telecommunications through its cloud-based platform.
The document summarizes several projects under a Unified Communications Program including:
1) An IPTel project to replace phone handsets, voicemail, and PBX equipment while upgrading call center functionality.
2) A Desktop Communicator to provide enhanced collaboration tools like video conferencing and application sharing.
3) A Carrier project to select a single provider for fixed line services to reduce costs by 40%.
4) A Mobility project to standardize mobile devices and support to lower costs by 45% compared to government rates.
5) A Call Accounting project for centralized billing to increase visibility of telecom charges and costs.
Cohesive Technologies is a leading provider of customer interaction management solutions, processing billions of calls and serving over 350 clients globally. It offers an all-in-one communications suite called DACX Ameyo that provides comprehensive contact center capabilities like outbound dialing, IVR, reporting, and CRM in a single, customizable software platform. The case study describes how Cohesive implemented its solution for Weighan and Leigh College to manage various interactions like calls, emails, chats, and broadcasts across its multiple sites through a single interface.
Call Centre Operations Performance ImprovementVarun Mittal
The solution empowers call center operations by improving client interactions in real time through the implementation of leading-edge tech capabilities.
See the success journey for the City of Philadelphia Government to transform the customer experience by launching the Philly311 Contact Center operations.
How do you best engage your customers with the limited information you gather from inbound phone calls? What impact would additional intelligence about a customer make in routing leads within your organization? How would you like to be able to “pre-qualify”, or score, a lead for a specific offer within a second and before your first interaction, or turn an inbound call into a cross-sell? Learn about form completion, correcting/validating information as it is captured and improving your customer/prospect interactions. It’s all possible with the use of real-time data services.
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
Its a web based customer/KYC verification and document upload portal, can be used for online market research. it has mobile and web application component.
A session in the DevNet Zone at Cisco Live, Berlin. Learn what use cases are good fits for Tropo, how you can make money with Tropo, discover how to get support from Tropo, and see how some real businesses are making or saving money using Tropo.
Empowering intelligent customer operations through Lean DigitalGenpact Ltd
Genpact's Lean Digital approach has the potential to transform multi-channel customers services and improve customer loyalty, reduce costs, increase cross-sell propensity and drive business agility.
The document discusses a unified contact center solution from Zeacom called UCB. Some key points:
1) UCB is designed as a single, unified system with one server, administrator, reporting package, database, and user interface rather than an integrated solution comprising multiple separate applications.
2) The contact center suite includes capabilities for phone, email, fax, web chat, callbacks, IVR, and third party integrations.
3) The unified solution aims to provide benefits like reduced costs, increased efficiency, and improved productivity compared to separate applications through features like intelligent call routing and blending of inbound and outbound calls.
The document provides information about Xiotech Corporation. It states that Xiotech is the largest privately held storage company with over 13 years of growth and thousands of customers. It has strong investment partners and world-class development centers. Xiotech aims to provide more value from storage through its new non-stop virtual disc technology, which promises 100x greater reliability and no need for service over the life of the storage subsystem. The technology is built upon Seagate's Heritage platform and is intended to span compute environments from SMB to HPC through scalability and various Datapac configurations optimized for different applications and capacities.
The document summarizes a webinar about redefining storage value through a business-savvy storage strategy. It discusses how the Intelligent Storage Element (ISE) architecture provides cost efficiency by eliminating hot spare drives and maximizing usable capacity. It provides performance efficiency through striping at the drive-head level to maintain consistent performance regardless of utilization. It ensures reliability efficiency by monitoring drive telemetry and replacing failed drive heads instead of entire drives to reduce downtime. The ISE approach aims to optimize capacity, performance, and reliability for the lowest overall cost.
This document summarizes a presentation about improving desktop management and control with VMware View 3 desktop virtualization. It discusses how VMware View 3 addresses challenges with traditional desktop environments by providing streamlined management, security, flexibility and cost savings. Key features of VMware View 3 include View Composer for storage optimization, unified access, virtual printing, enhanced user experience, and application virtualization with ThinApp. Real-world customer case studies demonstrate how VMware View 3 has helped organizations reduce costs, simplify management and support business continuity.
VMware Cost Savings Through Virtualizationhypknight
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1. Citizen Service - 311 Teresa Richardson Avaya Practice Leader Local Government/Public Safety
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3. Why Embrace Citizen Service Initiatives? Is the problem solved? Can citizen satisfaction be measured? What work order? Which department? Phone number? Who to call? Resolution Status? Service Request Work Order Agency Departments Executive Office Citizen Call General Services Remote Agency
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7. What Changes are Projected? 2007 2010 90 80 70 60 50 40 30 20 10 0 Phone IVR Only Web Email Web Self Serve Chat Source: Yankee Group
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9. Technology for Citizen Service Contact Center Work Order System Analytics & Performance Reporting CRM
22. Calls from home or work CSR Intake screens are used to capture information required for each type of service request and display location information on a map 3-1-1 Call Center Operations Mobile Phone Calls Search Knowledge Base Call Center answering 311 & other customer numbers IVR is used to provide status and play pre-recorded messages when emergencies occur Calls where caller selects IVR Phone Switch Search Existing Requests Create a new Request
40. Providing Superior Citizen Service How do you redesign work for optimal performance & superior citizen service and maximize efficiency in an economic downturn? Reduce costs through self service options Deliver consistent, personalized customer experience across voice, email, chat, and video Automate outbound communications Agents spend more time on positive, productive citizen interactions Share investment across agencies Control workforce costs with home agents & blended work flows Leverage the best agent talent regardless of location
Yankee Group, 2007: Phone 77%, IVR only 13%, Web self-serve 4%, Email 4%, Web Chat 2% Forecast for 2010: Phone 60%, IVR – 15%, Web self-service 10%, Email – 8%, Web chat – 6 or 7% “Although the voice channel may lose some ground to new access channels to information and customer service, it will retain its dominance as the number one channel of access throughout 2010 and likely for many years to come. Therefore, although the importance of a multi-channel contact center interaction strategy is becoming obvious and mission-critical to enterprise customer service planning, the voice telephone channel should be a major consideration well into the future. Integrating the multiple silos of knowledge and information that have evolved in the contact center is key to planning future customer interaction strategies. In the future, contact centers will focus on the convergence of applications, information and data stores into a unified knowledge set that will optimize customer service interactions. This optimization will be based on a unified customer data model that draws actionable information from marketing, sales and customer service, keeps it current and builds intelligence into the system based on the real-time monitoring of customer activities. This unified customer data model is the fundamental building block of the intelligent contact center.”
Datamonitor’s 2004 US Public sector Technology Decisionmaker Panel (TDP) results indicated that organizations preferred their constituents to contact them through electronic channels such as email and web-portals, rather than through traditional channels such as phone calls and mail. With a push for local governments to adopt multi-channel facilities, there is a danger of isolating those constituents who cannot interact through multi-channels, such as email or interactive TV. The development and adoption of e-Government and web-portals is an important initiative for authorities to take to promote a modern system of government. Yet, it is also important to bear in mind the profile of constituents, as this can affect the contact center applications adopted by local authorities. A combination of electronic communication complemented by the telephone is a good mix of channels in enabling authorities to reach all constituents, as the majority of citizens will still be reliant on the telephone as a contact channel. For the local authorities that have the budgets to integrate a CRM package, efficiencies have been discovered and constituents are better managed than previously. An example can be seen in the US, where one of the leading drivers of CRM adoption is for local governments to automate the constituent interaction and workflow management processes of 311 contact centers, a quick access to non-emergency police and other local government services. The main objective of 311, when introduced in 1997, was to alleviate the congestion on the 911 emergency number circuits and improve the effectiveness of the 911 system. Many 311 contact centers are now seen as multi-channel contact centers. Contact centers ‘in-a-box’ can provide an economical solution for budget-conscious public authorities. Vendors can offer a service though an all-in-one system using best-of-breed components such as ACD, CTI, Outbound, IVR, QM etc. Integrating a CRM solution into this service will benefit both vendors and government authorities. Contact center vendors can leverage their existing strategic alliances with CRM vendors to drive more business. Public sector authorities that invest in CRM technologies would be able to offer a faster and more efficient service to their constituents, provided the integration is successful. Recently the UK’s National Audit Office reviewed the Department of Work and Pensions contact centers, which serve pensioners, the jobless, the disabled and carers. It cited that the poor implementation and integration of CRM, lack of adequate agent training, and poor scripting adaptation meant constituents woes were being left unaddressed. Vendors must therefore be aware of this issue when implementing contact center technologies, as authorities are coming under increased pressure to be accountable to their constituents.
Citizens are going to use the channel most convenient to them at any given moment. The key is to deliver a consistent interaction across all channels. Collecting valuable information upfront from the caller can reduce call times and provide the agent with critical information. For example, routing by ANI or CSR # can provide agents screen-pop information to allow them to immediately have information at their fingertips when they answer the call. IVR can provide citizens self-service options to eliminate long hold times during peak call times or extend the hours of your center. Adding Natural language speech recogniation can enhance the success of IVR applications. Email is an inexpensive channel for citizen request. Email features like auto reply for confirmation of receipt, intelligent interpretation and response suggestions are technology solutions that provide efficiency & optimization of agent time. Web allows citizens to visually self-serve. Enhancing web interactions with features like “call-back” scheduling, “click-to-call” & live chat provides citizens the assurance if they don’t find what they are looking for, help is just a click away. Leveraging industry standard protocols like v-XML allow you to utilize the investment in your web portal as the intelligence behind the IVR system. This provides citizens a consistent experience across all channels.
Think about what is driving you. Most people have access to the web today. Term “self service” term is morphing. Used to be IVR, now shifting to be web, self-service. See chart, take look at avg. costs. For web, 50 cents/transaction. Compare to phone – avg. is $5.50/transaction (loaded). Substantially less expensive to self serve themselves when it is appropriate. Look at email – about $5/transaction. Requires agent intervention, response, specific skill set. Real-time text chat is also high. Think about – how can your customers do more self-service when appropriate. Ask your customers “What is the cost of doing business? What and how are you stimulating customers to contact you?” Example - are you publishing an 800 number boldly on a mailer or are you publishing your web site? Are you stimulating people to dial into your contact center? Is that the first choice you want to give your customers? That is for you to decide based on your customers needs and expectations - but let’s have a look at the typical transaction cost in a contact center. According to a study by the Yankee Group earlier this year: Average cost for Self Service Web interaction (NON-agent assisted) - .50 cents Average cost for Self Service IVR session (NON-agent assisted) - approx .50 cents Email - average cost $5.00 per transaction Text Chat - $7.00 per transaction Agent Assisted call (phone call) - $5.50 per transaction
Multi-Channel is not just for your citizens, internal communication is greatly enhanced by leveraging multi-channel communications. The goal of the center is first call resolution. It may be necessary to quickly find an expert to assist with a citizens question. A common practice in commercial contact centers is the use of Instant Messaging to quickly find an expert to address questions not in the knowledge database. This quick access to experts reduces the need for citizen call back, improves citizen satisfaction and improves agent performance & knowledge. Susan, can you share your thoughts on delivering a consistent citizen experience?
Susan 1 minute – wrap-up/summary of previous slides Consistency is key. As much as possible, citizens should have the choice of how they interact with government – whether it is through the web, or IVR, or talking to a live agent. The goal is seamless service. The cost of a permit and the location of brush crews should be the same on all channels. The Contact Center should have the same November performance report for pot hole work orders as the Street Department does. The best practice is to have a single or integrated knowledge base and to use the same or interfaced applications as the agencies delivering the service. This results in happier customers, reduced calls and complaints, and more efficient operations on the backend.
How do you decide what channels to implement? The first priority is to consider the demographics of your community. For the service areas that are addressed by your contact center – for example, code enforcement - , what is the preferred option of those citizens? Going back to citizen engagement, do they mostly use the phone or the web or walk-in? Find out their preferences. You can help with access to multiple channels by adding kiosks at different City/county locations or public computers at libraries to support access to the web. According to a 2007 Pew Internet study, 71 percent of respondents use wireless technology to access online information; eight in 10 Internet users looked online for health information; 51 percent of online adults use the Internet to view or download video; 55 percent of youths ages 12 to 17 use online social networking sites. The recent presidential election demonstrated the value of emerging technology such as Web 2.0, RSS feeds and text messaging. Technology tools will play a significant role for contact centers in expanding communication channels and further engaging citizens. Many government contact centers transition call reps from various service departments or agencies into the center, bringing specific expertise. In addition to customer service skills, call reps must have or develop knowledge of city or county services, processes, procedures and contacts, as well as technology related to the telephony system, CRM, and work management systems. Depending on the community, a contact center also may require second language skills. ACD capabilities can automate the process of directing calls to certain skill groups, including finding the needed language skill. IVR systems can quickly direct calls to the right person, and offload informational calls. Agents can encourage citizens to use web & self service for future contacts. The critical foundation for managing multi-channel communications is ensuring consistency of information across all channels. One area that sometimes is problematic for government contact centers is linking the center to service agencies or departments. Coordination is essential from the planning stage, in establishing policies, procedures, performance metrics, and developing service level agreements. Service FAQs need to be maintained and updated regularly to all contact channels. One of the ongoing challenges for contact centers is ensuring current and accurate information is presented consistently for each communication channel. This can be difficult since the information is coming from a lot of different departments or agencies. Integrated systems, can reduce duplicate work orders, eliminate time delays & duplicate data entry, and provide more accurate performance data. A characteristic of a best practice contact center is the integrated as much as you can across systems and service departments.
Contact statistics, such as volume of calls, provide clear direction for resource planning and allocation, and can put forward a solid case for funding those resources. Data on agent productivity provide insight in how to strategically assign and move agents to best handle calls and improve performance. Service Request Statistics, looking at work orders, whether they are open or closed, can help identify problem areas for service delivery and identify opportunities for service improvements. Agency Statistics can provide a customer service scorecard for the organization. Remember, the citizen does not distinguish between calling the mayor, the contact center or the department. A best practice strategy is, beginning with your baseline start point, to review, assess progress and manage your performance data on a regular basis – not just around budget time. And don’t just look at your call data, use your access to a full range of statistics to help achieve service and organizational success.
Soft Phone Functionality is provided via a dial pad shown here. Telephony features such as dialing, conferencing and transfers can be completed with the Soft Phone. Similar to speed dial, Admin defined – supervisor names and other frequent numbers can be programmed; and an operator may use this feature if they need to bridge in a support group to best respond to the citizen.