Multi-Channel Technology Options for Contact Centers

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Interactive Intelligence's Todd Marthaler presenting at the CPI Queued IN event and webinar on Multi-Channel Technology Options for Contact Centers.

Technology Business

Multi-Channel Technology Options for
Emerging Channels
Todd Marthaler
Contact Center Consultant, Interactive Intelligence

Session Objectives
How do organizations deliver a multi-channel customer
experience today?
Building a Multi-Channel Business Case
Technology Solutions for the Multi-Channel Experience
Case Study

www.inin.com
©2013 Interactive Intelligence, Inc.

Responding to the Multi-Channel Bell!
2013 Multi-Channel Metrics Survey Conducted by Contact
Center Pipe Line and Interactive Intelligence
208 Responses from Contact Center Leadership.
Centers Ranging from less than 50 to more than 1,000
Agents.
Data across industries: Telecommunications, Cable,
Internet, Education, Utilities, Outsourcers, Retail, Financial
Services, Health Care, etc.

www.inin.com
©2013 Interactive Intelligence, Inc.

Survey Says…

Source: July, 2013 Multi-Channel Metrics Survey
Results, Contact Center Pipeline, Interactive Intelligence
www.inin.com
©2013 Interactive Intelligence, Inc.

How are your customers communicating?

www.inin.com
©2013 Interactive Intelligence, Inc.

Hypothetical Approach-Subscription Trial
Challenge
Introduce Chat to Replace/Reduce Calls
Promote and test customer adoption
Solution
Month to Month subscription service

Measure Results!

www.inin.com
©2013 Interactive Intelligence, Inc.

Return on Investment

Impact Customer Satisfaction and Quality
Adoption Rates
Interaction Replacement
Improved FCR
Cost reduction
Other key ROI considerations?

www.inin.com
©2013 Interactive Intelligence, Inc.

“The Engine and Elements!”
Options:
Unified Communications Platform
Outsource Services
Single Channel Solutions
Subscription Services

Elements:
Customer Relationship Management
Business Intelligence
Multi-Channel Media Management

www.inin.com
©2013 Interactive Intelligence, Inc.

Business Case – Multi-Media Need

www.inin.com
©2013 Interactive Intelligence, Inc.

Technology Choice-Multi-Channel Solution

www.inin.com
©2013 Interactive Intelligence, Inc.

Why Unified Solution?

www.inin.com
©2013 Interactive Intelligence, Inc.

Agent Blending

www.inin.com
©2013 Interactive Intelligence, Inc.

Benefits & Lessons Learned

www.inin.com
©2013 Interactive Intelligence, Inc.

Future Strategy

www.inin.com
©2013 Interactive Intelligence, Inc.

Next Steps-Multi-Channel Solution

Know Your Customer!
Secret Shop!
Build a Business Case.
Test the Waters…
Source a Solution!

www.inin.com
©2013 Interactive Intelligence, Inc.

INTERACTIVE INTELLIGENCE
DELIBERATELY INNOVATIVE

www.inin.com

Thank You
Chris Dellen
Director of Marketing
cdellen@commprod.com
317.596.7966 Phone
Headquarters
Communications Products, Inc.
7301 E. 90th Street Suite 111
Indianapolis, IN 46256

(800) 999.0197
www.CommProd.com
blog.commprod.com
@CPIcommprod

Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions
for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business
professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super
Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has
the experience to continuously improve the way you communicate.

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Multi-Channel Technology Options for Contact Centers

2. Multi-Channel Technology Options for Emerging Channels Todd Marthaler Contact Center Consultant, Interactive Intelligence

3. Session Objectives How do organizations deliver a multi-channel customer experience today? Building a Multi-Channel Business Case Technology Solutions for the Multi-Channel Experience Case Study www.inin.com ©2013 Interactive Intelligence, Inc.

4. Responding to the Multi-Channel Bell! 2013 Multi-Channel Metrics Survey Conducted by Contact Center Pipe Line and Interactive Intelligence 208 Responses from Contact Center Leadership. Centers Ranging from less than 50 to more than 1,000 Agents. Data across industries: Telecommunications, Cable, Internet, Education, Utilities, Outsourcers, Retail, Financial Services, Health Care, etc. www.inin.com ©2013 Interactive Intelligence, Inc.

6. Know your Customer! Customer profile identifies channel preference Demographics Generational Impact Buying Power Transaction/Interaction Type Customer Life Cycle www.inin.com ©2013 Interactive Intelligence, Inc.

8. Hypothetical Approach-Subscription Trial Challenge Introduce Chat to Replace/Reduce Calls Promote and test customer adoption Solution Month to Month subscription service Measure Results! www.inin.com ©2013 Interactive Intelligence, Inc.

9. Return on Investment Impact Customer Satisfaction and Quality Adoption Rates Interaction Replacement Improved FCR Cost reduction Other key ROI considerations? www.inin.com ©2013 Interactive Intelligence, Inc.

10. “The Engine and Elements!” Options: Unified Communications Platform Outsource Services Single Channel Solutions Subscription Services Elements: Customer Relationship Management Business Intelligence Multi-Channel Media Management www.inin.com ©2013 Interactive Intelligence, Inc.

19. INTERACTIVE INTELLIGENCE DELIBERATELY INNOVATIVE www.inin.com

20. Thank You Chris Dellen Director of Marketing cdellen@commprod.com 317.596.7966 Phone Headquarters Communications Products, Inc. 7301 E. 90th Street Suite 111 Indianapolis, IN 46256 (800) 999.0197 www.CommProd.com blog.commprod.com @CPIcommprod Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.

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