The document provides an overview and summary of the Business ConneCT unified communications solution from NEC. It discusses key trends driving demand for unified communications like increased customer expectations and mobile workforces. The solution unifies communications across various mediums and devices. It allows users to switch between employee, contact center agent, and operator roles with customized interfaces for each. Features include presence management, instant messaging, call handling and reporting functionality. The benefits highlighted are improved customer service, staff efficiency and productivity, and reduced costs.
Software Developer Lowers Phone Costs, Improves Customer Care.
Quintiq adopted Jabber for voice services and introduced follow-the-sun support with Unified Contact Center Express.
Microsoft Unified Communications - Transforming Communications PresentationMicrosoft Private Cloud
1) Microsoft Unified Communications brings together messaging, presence, and communications tools like email, calendaring, instant messaging, and conferencing on a single platform.
2) The software approach allows these tools to be managed separately but experienced as a single, streamlined system with an efficient common user interface.
3) The extensible communications platform allows organizations to build on their existing telephony infrastructure, integrate communications into business processes and applications, and develop customized solutions.
Tieto Corporation provides customer experience integration solutions, servicing over 100 million European consumers daily. They have 600 specialists focused on CRM, customer service, and self-service. Tieto has experience working with clients in financial services, telecom, utility and other sectors to design, develop, and manage applications for contact centers, retail operations, and online customer interactions handling over 1 million contacts per month.
This document discusses empowering government departments with Siebel public sector CRM. It provides an overview of Siebel's capabilities for public sector CRM including citizen relationship management, economic development programs, case management, and citizen self-service. The presentation aims to provide insight into how Siebel can help manage effective customer interactions through modules like case management, business rules automation, and its ability to integrate with other systems like Oracle ERP. Key benefits highlighted include improved citizen satisfaction, ensuring compliance, and reducing the cost of service delivery.
A business case I developed for BroadSoft, to support their prospects' investment decision for Hosted Unified Communications.
This executive-level report demonstrates the business case for investing in Hosted UC services to serve the SMB market. The case proved pivotal in helping numerous service providers understand the emerging opportunity and add UC to their service offer.
The document discusses NEC's UNIVERGE360 solution for remote workers and road warriors. It addresses the challenges remote workers face in needing to be productive from any location. The solution provides desktop applications, conferencing, collaboration tools, and mobility integration to allow remote access equivalent to being in the office. It also discusses unified messaging, soft clients, and demos to enhance the remote user experience.
This document discusses unified communications solutions from ADTRAN. It provides an overview of key unified communications features such as unified messaging, desktop faxing, find me/follow me, click-to-dial, presence, enterprise instant messaging, automating business processes, simplified administration experiences, and other features. The document also discusses why organizations implement unified communications to streamline communications, enhance collaboration and operational efficiency, and control costs. Users also benefit from increased productivity, convenience, responsiveness, and control over their communications.
Software Developer Lowers Phone Costs, Improves Customer Care.
Quintiq adopted Jabber for voice services and introduced follow-the-sun support with Unified Contact Center Express.
Microsoft Unified Communications - Transforming Communications PresentationMicrosoft Private Cloud
1) Microsoft Unified Communications brings together messaging, presence, and communications tools like email, calendaring, instant messaging, and conferencing on a single platform.
2) The software approach allows these tools to be managed separately but experienced as a single, streamlined system with an efficient common user interface.
3) The extensible communications platform allows organizations to build on their existing telephony infrastructure, integrate communications into business processes and applications, and develop customized solutions.
Tieto Corporation provides customer experience integration solutions, servicing over 100 million European consumers daily. They have 600 specialists focused on CRM, customer service, and self-service. Tieto has experience working with clients in financial services, telecom, utility and other sectors to design, develop, and manage applications for contact centers, retail operations, and online customer interactions handling over 1 million contacts per month.
This document discusses empowering government departments with Siebel public sector CRM. It provides an overview of Siebel's capabilities for public sector CRM including citizen relationship management, economic development programs, case management, and citizen self-service. The presentation aims to provide insight into how Siebel can help manage effective customer interactions through modules like case management, business rules automation, and its ability to integrate with other systems like Oracle ERP. Key benefits highlighted include improved citizen satisfaction, ensuring compliance, and reducing the cost of service delivery.
A business case I developed for BroadSoft, to support their prospects' investment decision for Hosted Unified Communications.
This executive-level report demonstrates the business case for investing in Hosted UC services to serve the SMB market. The case proved pivotal in helping numerous service providers understand the emerging opportunity and add UC to their service offer.
The document discusses NEC's UNIVERGE360 solution for remote workers and road warriors. It addresses the challenges remote workers face in needing to be productive from any location. The solution provides desktop applications, conferencing, collaboration tools, and mobility integration to allow remote access equivalent to being in the office. It also discusses unified messaging, soft clients, and demos to enhance the remote user experience.
This document discusses unified communications solutions from ADTRAN. It provides an overview of key unified communications features such as unified messaging, desktop faxing, find me/follow me, click-to-dial, presence, enterprise instant messaging, automating business processes, simplified administration experiences, and other features. The document also discusses why organizations implement unified communications to streamline communications, enhance collaboration and operational efficiency, and control costs. Users also benefit from increased productivity, convenience, responsiveness, and control over their communications.
Fonality is North America’s fastest growing business communications company and a leading
provider of cloud-based Voice over IP (VoIP) and Unified Communications solutions for small
and mid-sized businesses. With a unique software-model approach, Fonality provides all the
features of legacy solutions at a fraction of the cost or complexity. Founded in 2004, Fonality
has delivered more than two billion phone calls across the cloud while enabling more than
one million users of open-standards-based communications software. Investors include Intel
Capital, Draper Fisher Jurvetson, and Azure Capital Partners.
IP Office is a communications system from Avaya designed for small to medium sized businesses. It unifies communications across devices and locations. IP Office adapts to business needs and budgets while providing individual productivity tools. It aims to help businesses use communications to grow sales and lower costs, making Avaya a leader in business communications.
Microsoft Unified Communications - Driving Customer Savings in Financial Serv...Microsoft Private Cloud
Microsoft Corporation provides a unified communications solution that offers several benefits:
- It allows for improved collaboration and productivity by integrating communications functions like email, instant messaging, and conferencing directly into business applications and processes.
- Studies show it can reduce costs through less travel, improved efficiency in completing projects and sales cycles, and reduced communications expenses.
- Customers report benefits like faster response to customers, improved decision making, tighter collaboration with partners, and increased flexibility for mobile workers.
The document discusses Avaya's data networking solutions and provides information about its products and capabilities. It summarizes that Avaya offers reliable, scalable, and efficient networking solutions to address businesses' needs around always-on availability, cost management, and adapting to data growth. It highlights several of Avaya's switch and routing platforms and how they deliver benefits like reduced complexity, energy efficiency, and investment protection.
A presentation shown at the Communication by Mr. Elias Aad for the Smart SMB event held at Murooj Rotana Dubai last May 21, 2008 organized by Emirates Computers and sponsored by Cisco & 3M.
This document provides an overview of unified communications solutions from Microsoft. It discusses how unified communications can help address common IT and business pains around communications overload, compliance, productivity, and costs. The document outlines Microsoft's vision for the future of communications integrating instant messaging, video, web conferencing, telephony, email and calendaring. It provides examples of how unified communications has helped customers reduce costs and improve business outcomes. The document also discusses key capabilities around mobility, collaboration, reliability, management and integration with existing investments.
Mobile PBX provides business phone system features to wireless devices, allowing operators to offer these services to businesses and mobilizing proven office communication tools. It combines the features of BroadWorks Hosted PBX with mobility, giving users features such as extension dialing, corporate directories, call transfer between devices, and hunt groups on their mobile phones. Operators can target the lucrative enterprise market with services that fixed equipment cannot match.
Video. The new dialtone for business communicationsschinarro
The document is a presentation on videoconferencing adoption in Europe. It discusses trends showing increasing adoption of videoconferencing, the competitive landscape dominated by Cisco, Polycom and others, and forecasts growing revenues and deployments of videoconferencing and telepresence equipment in Europe through 2014. It also covers challenges, guidance for success, and available IDC research on the topic.
A critical factor to many of the organizations today is to have access to LOB applications they rely upon in office, while away. By integrating web applications with Dynamics AX, one can create mobile solutions exactly tailored to their business requirements and compatible with most of the smartphones in vogue. The webinar enlightened the participants about Microsoft’s mobility solutions which are role-tailored and task-oriented and an ideal solution for field sales representatives and mobile employees who are always on the move and work in remote locations.
An overview of the advantages that VoIP technology brings to call centers, including dramatic cost savings, flexibility and a significantly expanded labor pool.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
DelMonte Foods Reduces Travel and Improves Collaboration with Microsoft Web C...Microsoft Private Cloud
Del Monte Foods deployed the 2007 version of Microsoft Office Live Meeting to improve collaboration and reduce travel costs. The upgraded solution provides enhanced video and audio capabilities for more interactive online meetings. It allows Del Monte to record meetings and share recordings, enabling hands-on training regardless of attendee location. The new features increase security and make the tool easier for employees to use, helping Del Monte better communicate across its dispersed workforce.
The document summarizes Avaya IP Office, a communications system for small businesses. It discusses how IP Office can unify communications, adapt to business needs and budgets, and provide individual productivity solutions. It highlights how IP Office easily adapts phones and applications. The summary concludes that IP Office provides a solution for flexible, innovative and cost-effective communications.
The presentation I presented at the local Belgium Innovate conference. It gives an overview of how the IBM Rational portfolio can be used to address the challenges of Mobile application lifecycle management
Contact Center Conference Romania May 2004Luis Filipe
The document discusses a managed contact center solution from Alcatel-Lucent for service providers. It provides an overview of the solution, including the key products involved like the Genesys contact center suite and Alcatel-Lucent 8642 Flexible Routing Controller. It also discusses how Alcatel-Lucent's professional services help service providers with solutions like analyzing business cases and providing sales and marketing support. Finally, it provides an example of a tier 1 service provider that implemented a hosted IP contact center solution across three continents using Alcatel-Lucent's managed customer interaction solution.
I suggest econsultancy innovation awards 2012TietoNL
Portrait Interaction Optimizer is a real-time marketing automation solution that provides personalized recommendations to customers across channels. It uses customer data and analytics to determine the optimal message to send to customers based on their history and behaviors. Marketers can use the solution to build targeted marketing campaigns, simulate them in a test environment, and monitor campaign effectiveness in real-time.
The document discusses how SIP-enabled VoIP solutions can empower organizations to improve customer service operations and drive greater business value. SIP allows for virtualization of contact center resources across multiple locations, improving agent productivity and reducing costs. It also enables presence-based applications and unified communications to enhance the customer experience. Adopting SIP-based VoIP architectures provides strategic benefits like competitive differentiation and new customer-oriented applications.
Unified communications aims to integrate different communication methods like phone calls, emails, video conferencing into a single interface. This makes communication more efficient by allowing users to seamlessly switch between different tools without changing applications. It also helps reduce costs by integrating various communication services and enabling remote access. While unified communications provides powerful solutions, managing multiple disconnected communication systems remains a challenge for businesses.
InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
Microsoft Lync can help service desks and contact centers reduce costs by 40-60% while improving productivity. It streamlines support by reducing the time agents spend connecting with users. Users can interact with support representatives using Lync for faster response and quicker issue resolution. SENSIPLE's Lync adapter provides intelligent routing and unified reporting across communication channels like chat, call, and voice to help companies consolidate their enterprise communications into a single solution.
Fonality is North America’s fastest growing business communications company and a leading
provider of cloud-based Voice over IP (VoIP) and Unified Communications solutions for small
and mid-sized businesses. With a unique software-model approach, Fonality provides all the
features of legacy solutions at a fraction of the cost or complexity. Founded in 2004, Fonality
has delivered more than two billion phone calls across the cloud while enabling more than
one million users of open-standards-based communications software. Investors include Intel
Capital, Draper Fisher Jurvetson, and Azure Capital Partners.
IP Office is a communications system from Avaya designed for small to medium sized businesses. It unifies communications across devices and locations. IP Office adapts to business needs and budgets while providing individual productivity tools. It aims to help businesses use communications to grow sales and lower costs, making Avaya a leader in business communications.
Microsoft Unified Communications - Driving Customer Savings in Financial Serv...Microsoft Private Cloud
Microsoft Corporation provides a unified communications solution that offers several benefits:
- It allows for improved collaboration and productivity by integrating communications functions like email, instant messaging, and conferencing directly into business applications and processes.
- Studies show it can reduce costs through less travel, improved efficiency in completing projects and sales cycles, and reduced communications expenses.
- Customers report benefits like faster response to customers, improved decision making, tighter collaboration with partners, and increased flexibility for mobile workers.
The document discusses Avaya's data networking solutions and provides information about its products and capabilities. It summarizes that Avaya offers reliable, scalable, and efficient networking solutions to address businesses' needs around always-on availability, cost management, and adapting to data growth. It highlights several of Avaya's switch and routing platforms and how they deliver benefits like reduced complexity, energy efficiency, and investment protection.
A presentation shown at the Communication by Mr. Elias Aad for the Smart SMB event held at Murooj Rotana Dubai last May 21, 2008 organized by Emirates Computers and sponsored by Cisco & 3M.
This document provides an overview of unified communications solutions from Microsoft. It discusses how unified communications can help address common IT and business pains around communications overload, compliance, productivity, and costs. The document outlines Microsoft's vision for the future of communications integrating instant messaging, video, web conferencing, telephony, email and calendaring. It provides examples of how unified communications has helped customers reduce costs and improve business outcomes. The document also discusses key capabilities around mobility, collaboration, reliability, management and integration with existing investments.
Mobile PBX provides business phone system features to wireless devices, allowing operators to offer these services to businesses and mobilizing proven office communication tools. It combines the features of BroadWorks Hosted PBX with mobility, giving users features such as extension dialing, corporate directories, call transfer between devices, and hunt groups on their mobile phones. Operators can target the lucrative enterprise market with services that fixed equipment cannot match.
Video. The new dialtone for business communicationsschinarro
The document is a presentation on videoconferencing adoption in Europe. It discusses trends showing increasing adoption of videoconferencing, the competitive landscape dominated by Cisco, Polycom and others, and forecasts growing revenues and deployments of videoconferencing and telepresence equipment in Europe through 2014. It also covers challenges, guidance for success, and available IDC research on the topic.
A critical factor to many of the organizations today is to have access to LOB applications they rely upon in office, while away. By integrating web applications with Dynamics AX, one can create mobile solutions exactly tailored to their business requirements and compatible with most of the smartphones in vogue. The webinar enlightened the participants about Microsoft’s mobility solutions which are role-tailored and task-oriented and an ideal solution for field sales representatives and mobile employees who are always on the move and work in remote locations.
An overview of the advantages that VoIP technology brings to call centers, including dramatic cost savings, flexibility and a significantly expanded labor pool.
Successful Customer Communication with Adobe ADEPDieter Hovorka
How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.
DelMonte Foods Reduces Travel and Improves Collaboration with Microsoft Web C...Microsoft Private Cloud
Del Monte Foods deployed the 2007 version of Microsoft Office Live Meeting to improve collaboration and reduce travel costs. The upgraded solution provides enhanced video and audio capabilities for more interactive online meetings. It allows Del Monte to record meetings and share recordings, enabling hands-on training regardless of attendee location. The new features increase security and make the tool easier for employees to use, helping Del Monte better communicate across its dispersed workforce.
The document summarizes Avaya IP Office, a communications system for small businesses. It discusses how IP Office can unify communications, adapt to business needs and budgets, and provide individual productivity solutions. It highlights how IP Office easily adapts phones and applications. The summary concludes that IP Office provides a solution for flexible, innovative and cost-effective communications.
The presentation I presented at the local Belgium Innovate conference. It gives an overview of how the IBM Rational portfolio can be used to address the challenges of Mobile application lifecycle management
Contact Center Conference Romania May 2004Luis Filipe
The document discusses a managed contact center solution from Alcatel-Lucent for service providers. It provides an overview of the solution, including the key products involved like the Genesys contact center suite and Alcatel-Lucent 8642 Flexible Routing Controller. It also discusses how Alcatel-Lucent's professional services help service providers with solutions like analyzing business cases and providing sales and marketing support. Finally, it provides an example of a tier 1 service provider that implemented a hosted IP contact center solution across three continents using Alcatel-Lucent's managed customer interaction solution.
I suggest econsultancy innovation awards 2012TietoNL
Portrait Interaction Optimizer is a real-time marketing automation solution that provides personalized recommendations to customers across channels. It uses customer data and analytics to determine the optimal message to send to customers based on their history and behaviors. Marketers can use the solution to build targeted marketing campaigns, simulate them in a test environment, and monitor campaign effectiveness in real-time.
The document discusses how SIP-enabled VoIP solutions can empower organizations to improve customer service operations and drive greater business value. SIP allows for virtualization of contact center resources across multiple locations, improving agent productivity and reducing costs. It also enables presence-based applications and unified communications to enhance the customer experience. Adopting SIP-based VoIP architectures provides strategic benefits like competitive differentiation and new customer-oriented applications.
Unified communications aims to integrate different communication methods like phone calls, emails, video conferencing into a single interface. This makes communication more efficient by allowing users to seamlessly switch between different tools without changing applications. It also helps reduce costs by integrating various communication services and enabling remote access. While unified communications provides powerful solutions, managing multiple disconnected communication systems remains a challenge for businesses.
InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
Microsoft Lync can help service desks and contact centers reduce costs by 40-60% while improving productivity. It streamlines support by reducing the time agents spend connecting with users. Users can interact with support representatives using Lync for faster response and quicker issue resolution. SENSIPLE's Lync adapter provides intelligent routing and unified reporting across communication channels like chat, call, and voice to help companies consolidate their enterprise communications into a single solution.
Future-Ready Government — Powered by the Social, Mobile & Cloud Revolutions o...Krassi Genov
This document discusses how governments can adopt a future-ready approach powered by social, mobile, and cloud technologies to improve citizen experience. It emphasizes that governments need to take a holistic, cross-channel view of citizens to understand their needs and efficiently deliver integrated, consistent services. Adopting modern technologies can help governments streamline processes, increase responsiveness, and provide customized, timely assistance to citizens.
Microtel Systems and Services is an authorized partner of Mitel Communications Solutions that offers voice, data, video, and security solutions for the hospitality industry. The document provides an overview of Mitel's solutions for hotels, including IP phones, applications to enhance the guest experience and optimize operations, and a migration path to an IP infrastructure. Mitel solutions can help hotels reduce costs, increase staff efficiency, and enhance revenue opportunities.
Zmień zanim będzie za późno. Nowoczesna komunikacja a konkurencyjność przedsi...Biznes to Rozmowy
This document discusses how business communications are changing with the rise of communications as a service. It notes that this model allows businesses to focus on their core operations rather than technology maintenance, increasing productivity and strategic focus. Communications as a service provides predictable costs, mobility, and collaboration tools to businesses of all sizes. This represents both an opportunity for businesses to gain competitive advantages and for communications service providers.
BeOne is a young telecommunications company that offers cloud telephony and IP telephony solutions. It aims to be a partner rather than just a supplier by getting involved with clients' needs and building lasting relationships. BeOne provides a wide range of solutions, network services, and applications to meet customers' communication needs effectively and securely while saving on costs. It emphasizes proximity to customers, quality of service, and innovation.
BeOne is a young telecommunications company that offers cloud telephony and IP telephony solutions. It aims to be a partner rather than just a supplier by getting involved with clients' needs and building lasting relationships. BeOne provides everything companies need for effective, secure communications through a wide range of solutions, network services, and applications. It emphasizes proximity to customers, confidence in service quality, and a focus on innovation.
This document discusses BeOne, a company that provides smart IP telephony solutions. BeOne aims to be a true partner to clients by understanding their needs and building lasting relationships. It offers a wide range of network services, applications, and solutions to provide effective and high-quality communications. Key benefits of working with BeOne include flexibility, availability, control over communications, sustainability, and savings.
Optimizing Your Communications In A Recession Wp090993Erik Ginalick
Optimizing communications during an economic recession can help businesses reduce costs and improve productivity. Focusing on voice over IP telephony, mobility solutions, conferencing technologies, and new applications allows businesses to improve collaboration, shorten product development cycles, and reduce costs. Conducting communications audits, exploring alternative provider options, deploying cost-saving technologies like teleworking, and developing an online presence are tactics that can help drive operational efficiencies using communications solutions.
Telepo is a leading provider of unified communication as a service solutions for businesses. It offers a cost-efficient hosted solution that delivers ease of use services on any device. Telepo's software-based solution allows for central deployment and management with a rapid time to market of around 3 months. The solution provides significant financial benefits with up to 80% reduction in operating expenses.
Do you want to switch to Mitel’s MiCloud Flex? After a seamless migration, you’ll have an easy way to call colleagues and customers, topped off with a host of useful UC functionalities that come with the platform. Just follow our webinar ‘Mitel MiCloud Flex: an introduction’ to get started.
O N N -- D D E E M M A A N N D D C C O O N N F F E E R R E E ...Videoguy
On-demand video conferencing allows for ad-hoc collaboration that is easy to use and cost effective. It allows employees to meet without scheduling in advance, enabling collaboration exactly when needed with whoever is needed. This helps organizations lower costs while increasing productivity by supporting remote workers, speeding up decision making, and enabling new business opportunities through faster customer interactions. On-demand conferencing eliminates the need to reserve technology in advance and can be either ad-hoc or scheduled in calendars.
Microsoft Unified Communications - Improving User Productivity and Saving Com...Microsoft Private Cloud
This document summarizes research by IDC on the benefits of using presence and enterprise instant messaging (EIM). Key findings include:
- Customers saved $12,404 per 100 users annually in long distance and teleconference costs and improved user productivity, saving over 1.7 hours per month per user.
- IT support staff were more efficient, allowing companies to shift 2.1 support staff to other projects, saving $2,860 per 100 users annually.
- The overall return on investment for using presence and EIM was 258% with a payback period of 10.7 months.
The document is a presentation about Microsoft Lync Server 2010. It discusses how Lync Server 2010 delivers value by enabling quick adoption through ease of use and integration with Microsoft Office. It reduces costs through converged communications. It eases deployment through interoperability and extensibility. Key features highlighted include instant messaging, conferencing, voice capabilities, manageability tools, support for a wide range of devices, and integration with business processes.
The document discusses Inova Solutions' real-time performance management software called LightLink. LightLink integrates with contact center platforms like UCCX and UCCE to provide consolidated reporting and real-time metrics on key performance indicators. It displays this information through options like LED displays, LCD displays, and web-based dashboards to help supervisors quickly address any performance issues. The document promotes how LightLink can help customers improve agent performance and customer satisfaction through customizable monitoring of real-time data.
Sko2012 Microsoft Breakout Product Overview Mo Finalkieran1a
The document discusses a strategic alliance between Aspect Software and Microsoft to build customer relationship solutions leveraging their combined platforms and services. It highlights how Aspect solutions generate significant Microsoft technology pull-through and offers next-generation contact center platforms built for Microsoft Lync. It also summarizes Aspect's Contact 2011 solution for small contact centers and its Unified IP solution for large enterprise contact centers.
The document discusses Aspect's strategic alliance with Microsoft to build customer contact solutions leveraging Microsoft platforms. It outlines how Aspect solutions integrate with Microsoft technologies like Lync, Exchange, SharePoint, and Dynamics CRM. It then summarizes Aspect's contact center solutions for small businesses (Aspect Contact) and enterprises (Aspect Unified IP), and how they leverage the Microsoft stack.
Vodafone provides connectivity solutions that connect people to people, people to applications, and applications to applications. As technology advances, users are adopting new habits and have more powerful devices. Vodafone aims to embrace this new connected world by providing unified communications solutions that drive productivity, reduce costs, and increase business agility for organizations and their customers. These solutions include mobility strategies, virtual collaboration tools, and consolidating communications infrastructure.
Similar to Bct 5.1 Customer Presentation V5.1 (20)
Taking a closer look at the developments in enterprise communications we see a multitude of offerings and new solutions arising. Not only are these developments driven from within the enterprise market. Like often the case, the consumer market is in the lead What will also significantly impact business communications in general is that - approaching from the background - is a whole new generation, growing up (and by now many of them grown up) in the interactive age. An Interactive Generation used to being continuously online, studying and communicating online simultaneously, multi-tasking. This generation will expect, demand, drive and exploit this same way of working and communicating they are used to, when they enter professional life.
Typical Enterprise Issues Urgent need to increase the revenue Need to improve customer satisfaction Reach to the person, and solve the problem instantly To be able to do flexible agent / operator assignment Need to reduce the communication costs Other issues need an affordable solution, proofed in the market support multi-language requirement BCT (with IP DECT) will be the solution ! BCT complies with your demands
There are 3 levels. Customers want an end-to-end responsibility and they want it to work. Each transaction now – we have to worry about the end to end components here. We need to take into account the UC, it’s the manner and the mode of how they communicate. A vast majority of the competition is messaging here. But you can’t stop there. At Unified Business – in the IT industry, there’s been a huge amount of money invested in automated their business. What they find is there is still 20% of their transaction that require people. 80% of the cost of the business is handling the 20% of those processes. There’s a cost associated with this. Communications is critical from this perspective. The interesting thing about it is everyone needs it. it’s the single most important application they need. They can live without the portal, CRM or something else – but they cannot live without communications. Here’s how NEC does it. We look at the infrastructure layer. It has already converged, it’s table stakes. Then you move up to Unified Communications – but we think it’s more than UC. It doesn’t stop there. What you require is a Unified infrastructure. It’s not simply just providing devices on the edges of the network. The biggest challenges are how the information flows through the network. The second is the Unified Communications – it’s how our customers communicate. It’s the user experience. We’re extending it to the Unified Business – turning the information into knowledge so they can take action on the point of need. There a course of action that needs to be taken between human beings.
Our customers are coming in with a business need. They recognize the value where if they have a customer, they want to retain their customer. The customer acquisition cost is high. UC is all about application enablement. We’re seeing communications getting to role-enablement in our customer’s businesses. Roles – You have a personal role and a community role. Identities and Roles.
BCT: Call Center which provide ROI Operator which improve customer satisfaction Employee which improve productivity And further more, you can swap the CC agent, Operator and Employee, so you can do flexible work arrangement Further more, all the business tools required for your business is also bundled. If you need special customer specific integration, (please talk with your sales for investigation) choice of BCT integration and CC-Pro Flexibility: users can easily switch roles - Extra Operators and Agents during busy hours - Operator role can move anywhere throughout the office Explain License Model
Improve customer satisfaction Showing one consistent, professional face to the customer; Having personalized, accurate and qualified responses. Improve the reach ability of your staff Control how (manually, via the built-in calendar or Microsoft® Outlook) and where (Voicemail, mobile number, secretary, home phone number) you want your staff to be reached; Your mobile work force: extensive support of mobile DECT handsets (central directory, messaging) and mobile phone users. Improved staff efficiency and productivity Pop-up on incoming calls, integrated with back office applications; Dial from Microsoft® Outlook, Microsoft® Office and Web pages; Fast directory searches, with live phone and presence information; Secure enterprise instant messaging; Enabling integration with CRM and ERP solutions. Support flexible working models Multi-role (e.g. in peak hours some of your staff act as Business ConneCT Agents or Operators); Remote office working (using NEC’s softphone in combination with Business ConneCT Employee).
Assisting with unsuccessful call attempts Provide presence info of called person Provide alternatives to caller Colleagues Messaging Calling party not available Busy, not answering, do-not-disturb Number does not exist/wrong number General (non-DDI) directory number General enquiries Specific topics Internal enquiries Search persons or topics Connect to outside extension
Cost Reduction by a more efficient use of existing operator staff Any employee can act as operator and can assist at peak hours; Reduced need for dedicated operator staff. More incoming calls handled in a single response Fast call handling due to an integrated directory and intuitive user interface; All call information in one overview. Adequate response to incoming calls lead to revenue growth Optimal and friendly customer response; Reduced waiting times; more customers serviced. Improved service levels and satisfied customers VIP caller priority, reduced waiting time; professional and personal service; Providing the best customer experience. Handle more incoming calls by a more efficient use of your operator staff Detailed overview of the queued calls; Access to multimedia communication methods like SMS Text, DECT and instant messaging. Save time and inform the caller instantly with the right information Customers receive queue announcements, including call back options; Presence management enables operators to inform customers adequately. Reduce number of times a caller is transferred Presence status of the destination known before transferring the call; Alternative destinations instantly available. Reduce the number of fall back calls Presence status of the destination ensures first time right. Easy look and feel reduces operator training One look and feel for all roles and an intuitive user interface; Short learning curve.
Improve customer satisfaction Single point of contact; one number or one email address; automated attendant. Connects customers to the right person first time Route calls or emails to the right skilled agent based on the requested service; Route important customers always to the same person. Reduce waiting times and lost calls Queue announcements, give options for Callback or to leave Voicemail; Reporting provides important information to optimize your Contact Center. Offer 24/7 service Important customers are transferred, even out of office hours; Less important customers are given other options, such as Voicemail. One consistent, professional face to the customer Announcements customized to your needs. Personalized, accurate, qualified responses lead to revenue growth Customer information visible at the agent user interface. Minimize the impact on resources One stop shopping, all in one box! Little or no user training, common User Interface. Scalability to accommodate for future growth Add agents, supervisors and features by adding licenses. Improve your staff’s efficiency and productivity and reduce costs Call and presence state of colleagues, role switching, free seating, special attention for returning customers; Instant Messaging; integrated wallboard info and Agent Group Display.
Manages agents assign, delete, change, monitor Manages skill sets per agent Manages incoming calls Queues Service levels Creates reports Immediate, scheduled Assigns, modifies and deletes agents within agent groups Monitors Full Set of Reports Floor plan: Agent positions Dashboard: Performance, total cals, queue length, overviews Group status displaying CC info BCT Administrator : Define call flow (numbers to dial, clock settings, etc) Define router and agent groups Define skill set Manage announcements (read, record) (Group) Voice mailbox set-up
Active Directory integration makes management easier Centralized management allows controlled delivery of these tools User friendly configuration for the most complex Contact center scripts Smart, role-based setup wizard allows for easier deployment Implemented using Microsoft .Net Technologies No (Active Voice) Media boards required for IVR, SIP based HMP technology
Also prompt are available in these languages Note that every user can select his own specific GUI Language. English English-US Japanese Spanish Spanish Catalan Portuguese Brazilian Portuguese Chinese French Italian German Dutch Danish Swedish Russian Turkish Greek
Customers: Excellence in contact handling and caller services Single point of contact Connect customers to the right person first time Reduce waiting times and lost calls Offer 24/7 services Staff: Improved teamwork and user productivity Control over how and when they can be reached No waste of time to find and reach colleagues and contacts Intuitive and easy to use PC-based user interface Organization: Cost efficiency and flexibility All-in-one integrated solution One common user interface for all roles/applications Scalable for easy growth Supports primary business processes
Email integration => Unified Messaging
Note: Dialogic boards can only be used in combination with 2000IPS / NEAX2000 / iS3000