New cloud contact center technology is making multisourcing a powerful customer care solution by addressing key challenges in managing vendor diversity and balancing customer satisfaction with cost savings. Features like multi-channel integration, cost and billing granularity by vendor, management delegation, intelligent call routing considering SLA commitments, and prompt messaging flexibility help overcome issues like desktop variations, visibility into costs and performance, and independent vendor control. Regular communication is also important to set expectations and ensure collaboration between multiple outsourced contact center vendors.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
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 PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
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.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
West Interactive offers an approach to Hosted Contact Center solutions that enable companies to achieve greater results with their customer care strategy, in less time.
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.
Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
Contact center scheduling solutions come in a dizzying array of capabilities and prices. Often referred to as workforce management (WFM) software, these applications are designed to improve efficiency and delivery of labor in a call or contact center environment and related labor driven tasks. This is desirable because it reduces overhead and direct expenses as well as improving adherence to project timelines.
Einige kluge Menschen haben sich überlegt, wie Software-Projekte ablaufen können, damit sie nicht aus dem Ruder laufen. Vom Briefing bis zur Nachbetreuung. Diesen Ansatz möchte ich - auf Webprojekte abgebildet - erläutern.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
West Interactive offers an approach to Hosted Contact Center solutions that enable companies to achieve greater results with their customer care strategy, in less time.
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.
Converged communication platform for the multi-channel contact centre environment
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one browser-based agent interface and provides queuing, routing and monitoring across these multiple channels.
This advanced contact centre solution, available as an on premise or cloud-based deployment, gives your business complete control over communication management; streamlining potential peaks in activity across multiple channels and enabling you to respond to enquiries systematically, whatever channel your customers choose to contact you.
Contact center scheduling solutions come in a dizzying array of capabilities and prices. Often referred to as workforce management (WFM) software, these applications are designed to improve efficiency and delivery of labor in a call or contact center environment and related labor driven tasks. This is desirable because it reduces overhead and direct expenses as well as improving adherence to project timelines.
Einige kluge Menschen haben sich überlegt, wie Software-Projekte ablaufen können, damit sie nicht aus dem Ruder laufen. Vom Briefing bis zur Nachbetreuung. Diesen Ansatz möchte ich - auf Webprojekte abgebildet - erläutern.
ya subi el codigo para la creación de extensiones nativas, solo que el siguiente commit ya le pondre comentarios
https://github.com/aovazquez/SerialNumber_iOS-ANE-.git
Top Features to Look for in a Cloud Call Center Software: Enhance Your Custom...Telerain Philippines
In the fast-paced business landscape, delivering exceptional customer support is paramount to building a loyal customer base. Cloud call center software equips businesses with the tools to efficiently handle inbound and outbound communications, ensuring seamless customer interactions. Whether you run a small business or a large enterprise, choosing the right cloud call center software is critical for maximizing the productivity and providing top-notch customer service. A well-equipped cloud call center software holds the potential to revolutionize your customer support operations, streamlining inbound and outbound communications for maximum efficiency.
Building a Business Case for Replacing Your Call Center ACDGenesys
As an executive responsible for call center infrastructure, you understand the limitations of your legacy ACD. The challenge is how to calculate the ROI for replacing legacy systems with a SIP-based contact center infrastructure that can deliver an omnichannel customer experience.
View this slideshare and learn how to:
Compute cost savings from pooling agent resources
Calculate hardware and maintenance savings
Estimate the benefits of a consistent customer experience
Get more in the white paper: Should You Update or Abandon Your Call Center ACD? Why Companies Choose SIP-Based Contact Centers http://gsys.co/VGQxK
Key Factors to Consider About Call Center Outsourcing SolutionsVcare Corporation
It’s crucial to thoroughly assess possible suppliers because not all call centre BPO companies are made equal. Based on Site Selection Group’s expertise in assessing BPO provider locations in onshore, nearshore, and offshore geographies, we will go over some of the most important things to take into account while evaluating call center outsourcing solutions in this blog article.
Total Cost of Ownership Cloud vs. On Premise Contact CenterNaina Rajput
Understanding the total cost of ownership of a contact center helps to find out the financial estimate to set up. Here is how TCO plays a vital role in a business.
MSPs, VARs, resellers and SIs have been delivering managed services to end customers with on-premise IT infrastructure for years. Now, their customers are looking to migrate their infrastructure to the cloud to take advantage of increased flexibility, ease of deployment, and consumption-based pricing delivered by cloud providers like Amazon Web Services (AWS).
Service providers seeking to maximize their cloud business need to know how to: manage multiple customer accounts, provide value added services, automate customer reports and optimize margins.
This presentation offers insights on how to address these issues in a way that enables service providers to truly accelerate their cloud business.
BroadSoft Acquires Transera: What This Means for Your Enterprise? BroadSoft
What do you get when you combine the leading cloud unified communications provider with a pioneer redefining contact center performance? In a word: disruption.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
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.
How to Get CNIC Information System with Paksim Ga.pptxdanishmna97
Pakdata Cf is a groundbreaking system designed to streamline and facilitate access to CNIC information. This innovative platform leverages advanced technology to provide users with efficient and secure access to their CNIC details.
Goodbye Windows 11: Make Way for Nitrux Linux 3.5.0!SOFTTECHHUB
As the digital landscape continually evolves, operating systems play a critical role in shaping user experiences and productivity. The launch of Nitrux Linux 3.5.0 marks a significant milestone, offering a robust alternative to traditional systems such as Windows 11. This article delves into the essence of Nitrux Linux 3.5.0, exploring its unique features, advantages, and how it stands as a compelling choice for both casual users and tech enthusiasts.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...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.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Enchancing adoption of Open Source Libraries. A case study on Albumentations.AIVladimir Iglovikov, Ph.D.
Presented by Vladimir Iglovikov:
- https://www.linkedin.com/in/iglovikov/
- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
Created out of a necessity for superior performance in Kaggle competitions, Albumentations has grown to become a widely used tool among data scientists and machine learning practitioners.
This case study covers various aspects, including:
People: The contributors and community that have supported Albumentations.
Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
Challenges: The hurdles in monetizing open-source projects and measuring user engagement.
Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
Explore more about Albumentations and join the community at:
GitHub: https://github.com/albumentations-team/albumentations
Website: https://albumentations.ai/
LinkedIn: https://www.linkedin.com/company/100504475
Twitter: https://x.com/albumentations
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/
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
2. Contact Center Challenges
Your customers are increasingly multi-
channel, mobile & geographically
dispersed
Your competitors are investing in system
upgrades and technology
You have budget constraints
3. Overcoming Challenges -
Cloud Contact Center
• Avoid capital investment
• Decreased total cost of
ownership
• Decreased reliance on
internal IT resources
• Ongoing technology refresh
without additional
investments and forklifts
• Ease of scaling
• Locate agents anywhere
• Redundancy
4. Overcoming Challenges -
Agent Outsourcing
• Lower labor costs
• Decreased costs/effort for
hiring, training, scheduling, and
managing a team of agents
• Improve overflow call handling
• Access to languages / skills
• Access to established worforce
optimization benefits
5. Outsourcing Growth
“Both shared services and outsourcing are on the increase. One in four enterprise buyers are reinvesting heavily in their
global shared services operations, while seven out of ten are continuing to make (largely moderate) investments in their
outsourcing delivery. This is driven by technology advancements and automation and the rampant globalization of
enterprise supply chains and business ecosystems”
Executive report: The State of Services & Outsourcing in 2014
“Many companies’ internal CCS-related capabilities have declined over the past several years as budgets have
been continually reduced and requests for technology investments and upgrades have been denied. This in part
has fueled the near double-digit growth in the market for outsourced services during the past four years. Today,
22 percent of all contact center services spending is for outsourcing.”
CONTACT CENTER OUTSOURCING
A Peak Time for Contact Center Outsourcing: Why Recent Developments are
Making Outsourcing the Right Decision for Some Companies Today
6. What is Multisourcing?
For Contact Centers:
• Use of multiple vendors who’s
agents are deployed,
frequently in a cloud contact
center model, to answer calls
and messages.
• Each vendor has a contractual
relationship with the cloud
contact center “owner”, not
the caller / message sender.
Multisourcing is the disciplined provisioning and blending of business and IT services from the
optimal set of internal and external providers in the pursuit of business goals. - Gartner
8. Multisourcing Pros
• Geographic Coverage – Multiple vendors may be required to cover your dispersed
customer base. Regional presence and expertise as well as “follow the sun”
availability come into play.
• Language / Special skills – Regional presence may make it easier to acquire agents for
specific languages and experience.
• Cost benefits – Locating agents in less costly labor regions addresses the highest cost
associated with contact centers.
• Reduce vendor risk/reliance – Spread your risk across multiple vendors.
• Price negotiation – Makes it easier to compare and contrast pricing between vendors
for comparable services.
• Performance incentives – Competition between outsourcers can help to push overall
performance metrics.
• Agility – Possible to manage a diverse pool of agents within a loud contact center
infrastructure as a virtual resource with cost flexibility.
9. Multisourcing Cons
(Beyond agent consistency, training and business issues)
• Diverse systems – 3rd party vendors have their own systems, especially agent
desktops. You can’t expect standardization across multiple vendors.
• Performance visibility – You need KPI accountability by vendor to ensure quality,
monitor costs and pinpoint bottom line contributions.
• Contractual obligations – Many multisourcing deployments involve call volume
contractual obligations required to achieve cost savings, thus putting the reins on
complete call transfer flexibility.
• Management independence – Outsource vendors usually demand some level of
control if you are going to hold them to performance metrics.
• Intra-outsourcer competition – Your team of outsourcers are frequently comprised of
natural competitors. Expect to manage evidence of distrust when you need your
contact center outsourcers to work to together, especially when transferring calls and
messages from one vendor to another.
10. New cloud contact center technology is making
Multisourcing a powerful customer care solution
Key Challenge – Managing Vendor Diversity
11. Challenges - Vendor Diversity
Desktop variations - Especially with the agent are a primary source for
inconsistent customer care. It gets more difficult if some of your
vendors cover a range of communication channels while others may not.
It is highly unlikely that you will be able to dictate uniformity.
Where are the $’s going - Pinpointing your costs down to the vendor
level is another challenge. Will your systems allow you to maintain
billing integrity by tracking costs by vendor?
Each vendor wants some degree of management control – Your contact
center vendors will press for some level of queue management and
control over their agents’ pool. You also need to ensure that each
vendor does not have visibility into another of your multisourced
vendor’s network.
12. Resolve the Desktop Dilemma
Multi-channel integration within popular
CRM systems deliver consistency for calls,
chat, email and other channels of
communication across vendors.
Multi-Channel
Media Bar
13. Cost/Billing Granularity
51
13
8
51
Solutions allow traffic to be “classified” by tags such as vendor name or contact center
identifier. This translates into drill down detail for billing and allows you to compare vendor
costs head to head.
Queue Status by vendor
14. Management Delegation - Vendors
Some cloud contact center solutions provide management delegation with the ability to
“firewall” against extending control beyond a specific network. For example, VoltDelta
makes it easy for managers to define “sub-management” for any of their multisourced
vendors as shown below:
15. New cloud contact center technology is making
Multisourcing a powerful customer care solution
Key Challenge – Balancing Customer Satisfaction
with Cost Savings
16. Challenges – Balancing Care & Costs
Service Level Agreements (SLA’s) for volume – You would like to
automatically transfer calls from a busy contact center to agents
managed by another vendor who are available. However, you have
SLA’s is place that ensure specified call volume for each vendor. Do you
keep callers on hold when there are agents available within your
multisourced network?.
Transfers to agents - Are you setting your agents up to ask callers to
repeat information if there is a transfer from an IVR or from another
agent?
Messaging flexibility – Can you adjust audio instructions and IVR menus
within your multisourced environment? The ability to flexibly manage
expectations of your callers by messaging for hold times when calls
surge, or when transfers to agents managed by other vendors will work
to improve customer care, especially when agents are busy.
17. Transfers Mindful of SLA’s
There is a way to balance customer care against SLA commitments.
VoltDelta’s CareFlex feature makes it easy to transfer calls between
multisourced vendors, with consideration for SLA’s. Managers can
configure queue transfers up to an overflow/underflow percentage
that could correspond to SLA tolerances or established expectations.
An example of this screen is shown below:
18. Agent heads-up & DIY Messaging
Agent heads-up – When transferring a caller from an IVR, you can
provide a recorded segment of the conversation for the agent to review
prior to connecting. Agents can also conference in each other to pass
along detail prior to connecting with the customer.
DIY messaging – Some cloud contact center systems are making it
easier for you to quickly make changes to IVR prompts, menus and even
dialogs. In a multisourced environment this prompt flexibility to add
floodgate messaging for surges or inform the caller to hold a bit longer
as the call is transferred to another contact center will keep caller’s
engaged and improve satisfaction. VoltDelta’s Content Manager
facilitates immediate changes with pre-recorded audio or TTS within a
“do it yourself” framework.
19. Cloud Contact Center
Any multisourced contact center is only as strong as its weakest link. Its hub and spoke
call/message distribution to multiple contact centers demands reliability and security at
its core. Key characteristics to evaluate include:
Reliability metrics beyond “brochureware” – Question uptime statistics
with call volume at the forefront. Look for 99.99% reliability at call
volume measured in the 100’s of millions of calls per year.
Surge Performance – Look for cloud contact center vendors that can
point to customer situations where unexpected call volumes were
encountered and resolved.
Security – A foundation for high security sets the tone for a
multisourced infrastructure. An independently certified PCI
environment establishes the standard for multiple contact center
vendors that you are working with.
20. Establishing Vendor Expectations
Although the focus of this SlideShare is on new
technology facilitating multisourcing, you must
remember to not overlook the expectation
setting, management and reporting
requirements of your multiple vendors.
21. Your Vendors’ Perspective
What makes the aforementioned technology options attractive for multisourcing is
that they take into account what is important for each of your vendors.
Some Degree of Management Autonomy - It makes it easier for them to
manage their agents with some degree of autonomous control.
SLA Protection - They will know automation is in place that works to
improve customer care while maintaining their SLA’s if you implement
transfers within SLA tolerances utilizing systems that prove performance.
Visibility by Vendor - Management and billing integrity means they
know they will be held responsible for what they can actually control.
22. Vendor Communications
The foundation for multisourcing success requires clear communication between you
and your vendors. In many cases it also demands “coaching” to encourage the intra-
vendor communication necessary to ensure that you will actually achieve a virtual
contact center infrastructure. Key points to consider include:
• Infrastructure – You can make it easy to deploy a multi-channel solution as, but do
all of your vendors have compatible software and systems? Ensuring that each
vendor is up to the required software revision makes a big difference.
• Training – Are your vendor agents up to the task of handling specific types of calls
and messages, especially when transferred from another of your vendors?
• Goals – Make sure that your outsource vendors are clear on your service goals.
Outline exactly what you are looking for in the area of customer satisfaction and
how you intend to measure it. Address your cost goals as well to promote
consistent service between vendors.
.
23. Vendor Communications
• Process for intra-vendor problem resolution – Confront the specter of finger
pointing from the start. Establish a framework for problem resolution particularly
for situations including dropped calls / messages between your outsourcers,
customer complaints regarding inconsistent service, and reviews of calls and
agent screen recordings when customer interactions span diverse outsourcers.
• SLA expectations – If you have SLA’s in place especially for volume, you have to
set expectations on how you will automate queue transfers to ensure customer
satisfaction. Knowledge by all involved that automated transfers up to tolerances
due to queue backup will make it easier for all of your vendors to work together
by focusing on customer satisfaction.
24. Vendor Communications
• Scheduled communication – Regularly scheduled communication between all
parties involved sets the table for problems resolutions as well as for service
optimization.
• Supplier replacement – Having a team of outsourcers that works together is
certainly the goal, but expectations must be set that components of the group can
change without renegotiation with the incumbents.
25. Conclusion
1. A multisourced agent population can deliver significant benefits in the areas of
customer care flexibility, agility and cost savings as long as your technology
integration and business requirements are understood and in agreement across
all parties.
2. New systems are now available that make it easier to deploy multisourced
customer care Key among these are the ability to maintain performance
visibility and billing integrity within a cloud contact center deployment, and
automation that enables queue transfers with consideration for SLA
commitments.
3. Now is the time to review your contact center strategy to determine if you can
reap the benefits of a multisourced environment. Take advantage of the cloud
contact center agility to aggregate a team of outsourcers to deliver next level
customer care with costs savings that delivers a competitive edge.
.
26. About VoltDelta
VOLTDELTA IS A CLOUD-BASED CONTACT CENTER PROVIDER WITH 35
YEARS OF EXPERIENCE.
We perform intelligent, data driven contact management to optimize
your customer's journey. VoltDelta rapidly tailors and integrates our
multi-channel contact center solutions to enable you to increase
revenue, boost retention and reduce operating costs with proven
scalability and reliability.
The information contained herein is provided for information purposes only, is intended only to outline (VoltDelta’s) presently anticipated general technology direction and is therefore subject to change.
The information communicated is not an obligation to deliver any product, product feature, service, service feature, software, software upgrade or functionality and VoltDelta’s version of the (Hosted
Solution operating system) may vary. None of the information should be interpreted as a commitment on the part of VoltDelta.
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