To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
New Sourcing Strategies: The role of Outsourcing and Homeshoring in Contact C...EightyTwenty Insight
Are Mixed Model Operations an opportunity for contact centres to access skills,
capabilities and lower costs in harsh times? Or an overly complex solution which risks
damaging service and brand?
The challenges faced by organisations with large-scale contact centre operations have
recently become more acute and complex and the balance between cost containment
and customer needs has never been more difficult to achieve. Web 2.0 (consumer to
consume) behaviours will reduce the amount of contact and make the remaining quality
of interactions even more vital to customer retention. More radical thinking is required to
achieve this balance. The Contact Centre has to have Board level support and
organisations have to think more like their customers. Alternative Sourcing Models and
new technology (often hosted) will need to be embraced to keep pace.
Even the largest companies will benefit from partnering with external providers as
technology becomes the key driver of value and savings. Outsourcing, Shared Services
and Homeshoring pose less risk and offer real value and will continue to grow but
companies must get smarter about how to exploit them to their full potential. Sourcing
strategies need to be better thought through and become more sophisticated if these
alternative models are to be fully exploited.
This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
Procurement Benchmarking Survey 2012 Main Report The Power Of Procurementalaindhoe
The findings from the survey indicate that, although most procurement functions have made significant progress in terms of creating value for their organizations, over the past few years, momentum has stagnated somewhat. In large part, this is because much of the ‘low hanging fruit’ has already been harvested in terms of cost savings, leverage and price. In order to enhance the value delivered, Procurement functions will need to stretch to identify broader opportunities and take on a more strategic role.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Key Strategies to Drive Compliance_Vertis CommunicationsZycus
Creative ways business data can be used to measure, manage & drive compliance to enterprise contracts & preferred procurement processes for creating and implementing strategies which uncover savings opportunities and drive compliance.
Every Marketer’s Imperatives! • Relevancy and readiness • Customer understanding • Customer experience and relationship • Be ready when the customer is ready • Master especially the internet & mobile channel
To download visit:
blog.cequitysolutions.com and www.cequitysolutions.com
Big Data - What it Really Means for VOC and Customer Experience ProfessionalsBusiness Over Broadway
This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management
New Sourcing Strategies: The role of Outsourcing and Homeshoring in Contact C...EightyTwenty Insight
Are Mixed Model Operations an opportunity for contact centres to access skills,
capabilities and lower costs in harsh times? Or an overly complex solution which risks
damaging service and brand?
The challenges faced by organisations with large-scale contact centre operations have
recently become more acute and complex and the balance between cost containment
and customer needs has never been more difficult to achieve. Web 2.0 (consumer to
consume) behaviours will reduce the amount of contact and make the remaining quality
of interactions even more vital to customer retention. More radical thinking is required to
achieve this balance. The Contact Centre has to have Board level support and
organisations have to think more like their customers. Alternative Sourcing Models and
new technology (often hosted) will need to be embraced to keep pace.
Even the largest companies will benefit from partnering with external providers as
technology becomes the key driver of value and savings. Outsourcing, Shared Services
and Homeshoring pose less risk and offer real value and will continue to grow but
companies must get smarter about how to exploit them to their full potential. Sourcing
strategies need to be better thought through and become more sophisticated if these
alternative models are to be fully exploited.
This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
Procurement Benchmarking Survey 2012 Main Report The Power Of Procurementalaindhoe
The findings from the survey indicate that, although most procurement functions have made significant progress in terms of creating value for their organizations, over the past few years, momentum has stagnated somewhat. In large part, this is because much of the ‘low hanging fruit’ has already been harvested in terms of cost savings, leverage and price. In order to enhance the value delivered, Procurement functions will need to stretch to identify broader opportunities and take on a more strategic role.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Key Strategies to Drive Compliance_Vertis CommunicationsZycus
Creative ways business data can be used to measure, manage & drive compliance to enterprise contracts & preferred procurement processes for creating and implementing strategies which uncover savings opportunities and drive compliance.
Every Marketer’s Imperatives! • Relevancy and readiness • Customer understanding • Customer experience and relationship • Be ready when the customer is ready • Master especially the internet & mobile channel
To download visit:
blog.cequitysolutions.com and www.cequitysolutions.com
Big Data - What it Really Means for VOC and Customer Experience ProfessionalsBusiness Over Broadway
This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
La collaboration est absolument essentielle pour optimiser la productivité et la
performance financière dans le contexte des marchés ultra-concurrentiels
d'aujourd'hui. Communiquer plus facilement avec ses clients, ses fournisseurs et
ses employés permet aux entreprises de tirer parti des capacités jusque-là
inexploitées pour relever les défis actuels et repérer de nouvelles opportunités. Les
réseaux d'entreprises ont ouvert la porte à cette nouvelle façon de collaborer et
peut-être l'élément qui différencie la concurrence moderne de la concurrence du
passé. Apprenez comment Ariba, principal réseau mondial de commerce
interentreprises, aide les entreprises à mieux acheter, à vendre plus rapidement et
utiliser la facturation électronique et la gestion dynamique de l'escompte afin de
mieux gérer leurs paiements et leurs créances de manière plus stratégique.
Alex Saric, EMEA Marketing Director – Ariba
2013 Ariba Commerce Summit Paris
Positioning Yourself to Win in The Networked EconomySAP Ariba
Die Zusammenarbeit mit Geschäftspartnern ist heute wichtiger denn je, um die
Produktivität in einem hart umkämpften Wettbewerbsfeld zu steigern. Die offene
Kommunikation mit Kunden, Lieferanten und Mitarbeitern erlaubt es, bisher ungenutzte
Potenziale zu nutzen und Herausforderungen schneller und effektiver zu bewältigen.
Handelsnetzwerke haben die Tür für diese neue Dimension der Zusammenarbeit weit
geöffnet und sind ein wichtiger Technologiebaustein, um im heutigen
Wettbewerbsumfeld zu bestehen. Erfahren Sie in diesem Vortrag von Ariba, dem
Anbieter des führenden Handelsnetzwerk weltweit, wie wir das Kaufen, Verkaufen,
Bezahlen und die Verwaltung Ihres Working Capitals noch einfacher machen.
Alex Saric, EMEA Marketing Director – Ariba Deutschland GmbH
2013 Ariba Commerce Summit Frankfurt
MSP Best Practice | Staffing for Growth and Core KPIs to UseDavid Castro
MSP best practices. How to sfaff your MSP with the right type and quantity of technicians for maximum growth and profitability. Examples of several core KPIs used by best in class MSPs. Presented by Kaseya and Redmond Channel Pro magazine. November 2012.
CASRO Client Conference - The Practical Application of a CUSTOMER EXPERIENCE Program
Contact me to explore design, development & implementation of similar program for your Firm or Clients.
Proven Strategies for Transparent Collaborative Government CustomerRightNow Technologies
Presentation given in August 2009 by Ben Madgett, Senior Analyst, Datamonitor and Daniel Schaub, Sr. Web Manager & Acting Director for Digital Communications with the U.S. Department of State discussing some of the proven strategies agencies are using to see measurable, cost-effective results from implementing a secure, cloud based CRM solution.
Positioning Yourself to Win in The Networked EconomySAP Ariba
Collaboration is absolutely essential for driving productivity and lifting financial performance in today’s ultra-competitive marketplace. Communicating more freely with customer, suppliers, and employees allows companies to draw on previously untapped capabilities to address existing challenges and spot new opportunities.
Business networks have opened the door to this new way of collaborating and may be what differentiate the modern day competitor from competitors of the past. Learn how Ariba, the world’s business commerce network, is helping companies buy better, sell faster and leverage eInvoicing and dynamic discounting to manage their payments and receivables more strategically.
2012 Ariba Commerce Summit in Chicago
Similar to Ccf – Delivering Rich Customer Experience (20)
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
3. Agenda
Understanding Contact Center Pain points
Microsoft CCF as Customer Care Solution
CCF Demo
CCF - Architecture
CCF – Business Value Proposition
CCF Case Study Video
Questions
5. Understanding Contact Centre Pains
Multiple application to deal with
Alt + Tab issues
Copy & Paste issues
Redundant operations
No Demographic information on customer
Customer 360 degree information
Status of customer/order
Contact History
Cross Sell / Up Sell Opportunity
Multiple logins to various systems
Single Sign On
Process Compliance
Multiple Channel
Choice of channel
Consistency of information
Continuity
6. Understanding Contact Center Pains
(Cont.)
Agent Training
Meeting Service Levels
Agent Turnover
Agent Productivity
Cost Control
Technology Infrastructure
Driving Revenue
Customer Retention
Other
0% 10% 20% 30% 40% 50%
Yankee Group
7. Typical Cost Structure of a Service Center or Call Center
The enormous share of HR-related costs outlines the importance for significant improvements in
agents’ time and effort.
Interpretation
HR cost is the best single area
to investigate for cost
reduction initiatives:
Improve efficiency
Reduce turnover
Increase automation
and self-services
Besides the enormous portion of HR related costs, it is
remarkable that software spending accounts for only 3.2 percent.
Source: Analysis on Benchmark Report “Best in class call center performance” 2008 Purdue University in USA
figures might differ from country to country, depending on level of salaries
Figures will differ slightly in service organizations beside classical call centers
8. Customer Care Data points
Why Customers defect Churn Rates
1% Die
3% Move away Between 2% - 5%
5% Develop other relationships New Customer acquisition cost: ~$300
9% Leave for the competition Example:
14% Leave because of dissatisfaction
with product/service 20M Subscribers – 3% Churn
68% Leave because they encountered 600k Lost Customers
an attitude of indifference as Customer acquisition cost $180M
they were being served! What about Subscriber growth?
Source: Excelling in the 1990’s: CEO Perspectives by R.P. Cooley
Support Cost Support Issues
Percent of Time CSRs Devote to Each Task
Payments, 8%
Trouble Other, 9%
Management,
36%
New Sales and
Customer
Ordering, 13%
First
~$100 90 days After
1 year Billing Problem
~$40 ~$20-30 Resolution,
Product
19%
Inquiries, 15%
9. Key Service Provider Issues
How to materially and continuously
reduce the cost of service per customer
System-Centric while raising the quality of customer care
Views How to improve the yield of marketing
Limited initiatives — new business
Integration acquisition, retention, cross-selling, and
up selling
6-8 Siloed How to significantly reduce the risk of
Applications contact center initiatives, while minimizing
costs and optimizing the level of
Manual investment in contact center
Processes infrastructure
How best to revitalize their customer-
Inconsistent facing technology and processes in a
Data manner that is affordable and fast
Paper trail and logging to support your
business processes and workflow
Consuming valuable time...
11. What is Microsoft’s Customer Care
Framework?
Microsoft Customer Care Framework (CCF) is a software product that offers multi-channel integration
capabilities via web services, and desktop level application integration through information sharing and
interaction between different Line of Business applications.
CCF increases contact center agent productivity, facilitating reduction in costs and improving the quality of
service, by providing real time synchronization between Self Service Solutions (Portals, Speech/IVR).
What is CCF?
Several Assets for Client and Server
CCF Client delivers a integrated 360o
view of customer interactions from a
single, intuitive desktop
CCF Middle Tier (Web services) that
manage, encapsulate, and interoperate
with a client’s core systems
(Siebel, SAP..) in a way that significantly
enriches customer service and sales
capabilities
CCF IS NOT CTI, IVR, PBX, CRM…
CCF provides real time CCF works with Routing, Queuing and
synchronization between Self Service other contact center products from
Solutions (Portals, Speech/IVR, Kiosk) partners to provide low cost and easy
and Contact Centers by providing a to integrated total customer care
complete vision and unified solutions.
architecture for all Customer Care
channels
12. Microsoft CCF Introduction
Microsoft Customer Care Framework (CCF) offers value addition in following ways -
• Aggregate Information
to create Unified View
of Customer
• Automate Tasks across
Silo Applications and
Interaction Channels
• Accelerates Rollout of
Customer Care
Solutions
14. Where can we use the Solution?
At Contact Centers
Enterprises, Administrators, Retailers and Network Operation
Centers
For Tellers / Relationship Managers at Banks
To build Multi-functional Kiosks and kiosk-Management
Solution
Self-Service featured Websites
15. CCF Unified Desktop in Bank
Name : Amit Kumar Agrawal
Title : Consultant
Company : Microsoft
16. CCF Desktop
Call Management
(CTI integration)
Context
Management
Active customer
sessions with
navigation tracking Existing
Applications
Integration
Workflow
17. CCF - Silver light Desktop
Customer
Call management dashboard
(CTI integration)
User-centric interface
Leverage existing
technology investments
“No Rip and Replace”
Reduce integration cost
and risks
Active customer
sessions with
navigation tracking
Desktop
workflow
Call center
status info Application
integration
18. Microsoft CCF Architecture
Automation
Session
Single Sign on
Unified View
CCF Multi-Channel
Management
(Admin Console) CCF Agent Desktop CCF Self-Service
CCF Core Server
(Logging & Reporting, Configuration - Session
Distributed Connectivity Services
& Context Applications
SSO Credential Store)
CCF Middle Tier
Self Care
Customer Touch Point Channels Business Process Integration
KIOSK
Bank Branch CRM Knowledge Management ERP
Phone Email SMS Chat
20. Core Components of Solution
» Client side components
» Windows XP/Vista
» Unified Desktop framework client (CCF)
» Middle layer components
» Collaboration Server (MOSS) - optional
» Unified Desktop Server (Customer Care Framework)
» Backend Server Components
» Windows Server
» SQL Server
» Microsoft Operation Management (MOM)
» Biz Talk Server - optional
21. Microsoft CCF Architecture
CCF is a next generation customer care solution for optimized customer service and revenue
via unified real-time access to all a customer’s information by customer service
representatives and customer self serve channels.
Integrated Desktop – Displays unified
CCF Logical Blocks view of customer information, hosted
applications along with context
sensitive help and call guide.
HAT & AIF – Host, automate and
aggregate line of business applications.
Facilitates in context sharing, session
management and scripted call guidance.
MCE – Multichannel is used to create
user interfaces supported on multiple
display channels like
Windows, Web, Kiosk, Mobile etc.
DCS – SOA enablement platform to
CRM write new services layer and/or
Billing aggregate and collaborate existing
Knowledge
Management
services.
ERP
23. Microsoft CCF Architecture
Distributed Connectivity Services (DCS)
DCS is a set of Web services and other components that
Provides infrastructure hosting services and the client
applications to connect to them. The following image shows
the logical architecture of DCS and highlights the key
functionality that the DCS infrastructure provides.
24. Microsoft CCF Architecture
Multi-Channel Engine (MCE)
Work Unit Physical Providers Physical Views
Work Unit Definition Windows Forms Physical View
ASP.NET Physical View
Work Unit Workflow
State Machine Workflow
State Machine Workflow
Containers
Windows Forms
Logical Views AIF
Logical View Web
Logical View Office SharePoint
Host Application Server (SP1)
25. Value Propositions
Single Sign on to multiple Role/profile based access
applications Single User interface with
No Rip and replace philosophy enhanced user experience
Improve user productivity with Reduce integration cost and risk
existing LOB Easy information access and
Up sell and cross sell guided Experience
Increase Customer Satisfaction Multichannel integration
Reduce Operation cost platform
Reduce Training and retention Ready to use self-care web-parts
Cost Architectural flexibility and
Reduce customer churn capabilities
User Centric Interface Easy up sell/ cross sell
This is an average cost split for a call center. Off course the size of buckets might differ from country to country, mainly depending on labor cost. So in countries with high labor cost the share of Staff remuneration might be even higher, while in countries with lower labor costs the share might be lower, because the other buckets might relatively gain importance. In general there are (again) several initiatives to reduce costs:Better efficiency means the way the way how the Users and CSRs (Customer Service Representatives), agents or back office workers are working. By improving access to information, avoiding re-entering / re-keying of information in different systems, automating search routines in different systems, especially when the users have to jump from one application to another to enter a search key into a search field, the key they have identified by another search routine in the other system before. Those improvements are categorized by “improve efficiency”Reduce turnover means to reduce the number of transfers, by either giving better information to the users to enable them to solve a case at the first interaction without having the need anymore to transfer to a specialist or to call back. In both case wrap up time (to explain to the colleague or to re-enter the case) is time consuming and cost effective.The shift of calls to other (=cheaper) channels will reduce the number of calls to be taken by users with human interaction. Every case which can be solved by Internet Self Service or IVR without human interaction will reduce cost of service significantly.Target Audience: Business – Call Center Manager or cost responsible management within sales-, marketing- or service-organization
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