Multimedia & VoIP

1. Multimedia & VoIP Creating a Competitive Edge in the Contact Center

2. Multimedia & VoIP: Competitive Edge for the Contact Center • Offers operational / tactical value • Extends boundaries for better staffing, lower attrition rates • Improves the communications ability of individuals and groups

3. Multimedia in Contact Centers Multimedia is now a business requirement in Contact Centers, offering operational & tactical value.

4. Multimedia in Contact Centers What is “Contact Center Multimedia”? Contact Center = multi-channel capable Customer Interaction Center Call center = phone-only customer service Multimedia = Multiple communication channels • Phone • Web Chat & Collaboration • Web call back • Email • Fax Multi-channel • Call Management • Call Queuing • Reporting

5. Multimedia in Contact Centers Why is Multimedia now a business requirement in Contact Centers? Customer Satisfaction • New generation, new communication needs • Customer perception has changed regarding self-service – desired & required! • Speed of service

6. Multimedia in Contact Centers Circuit Switched Legacy technologies are limited. • Expansion barriers • Remote workforce limitations • Multimedia not integrated

7. Multimedia in Contact Centers Integrating Self-Service with the human touch is a strategic differentiator IVR ▌Web Chat ▌ Web Collaboration Web Call Back ▌ Email▌ Fax • Benefits • Widen self-service options • Lower Costs • Increase customer satisfaction

8. Multimedia in Contact Centers Allows for increased customer retention, & speedier response to events.

9. Multimedia in Contact Centers Increased customer knowledge, loyalty & retention. “Enterprises that fail to establish strong relationships with their customers will erode their competitive positions by 15-20% annually” ¹ “Increased customer loyalty is the SINGLE MOST important driver of long-term financial performance” ² “Simply cutting defections in half will more than double the average company’s growth rate” ² ¹ Gartner Group, Customer Experience Management is Critical ² Harvard Business Review

10. Multimedia in Contact Centers How can Multimedia help you know & serve your customer better? Understand the entire customer relationship, purchase history, trends, cycles, and preferences. Out-service the competition, using automation. Every agent can be a super-hero!

11. Multimedia in Contact Centers Know your customers better: • Application integration provides pre-emptive customer information • Screen pops provide • Customer Identity • Past purchase history • Purchase trending • Understand client preferences & personalize communications • Coordinate marketing & operations: treat customers appropriate to their status Random acts of CRM” by customer-friendly personnel are not the same as customer centricity!

12. Multimedia in Contact Centers Increase revenue: Innovative automated marketing • Web-based • Get people to your website for self-service and benefit from customer stickiness • Proactive chat session offers on web-site • Offers that entice customers to interact with you & provide more selling / service opportunities • Outbound dialer integrated with customer purchase databases • Customer answers or interacts to indicate interest, immediate connection with agent, with customer information • Market to specific targets based on customer purchase data & trending

13. Multimedia in Contact Centers Speedier response to events & multi-channel management & integration • More first-call resolutions • Better matching of agent skills to client needs • Increased response through multi-channel approach • Increased response through self-service • IVR • Chat • FAQ • Multi-channel queuing • Voice message flows like a call – agent gets screen pop • Outbound call placed automatically • Web chat, emails, phone calls queued together • Digital Recording / Real-time Monitoring & Reporting

14. Vegas.com case study Largest city travel and tourism website in the world Nearly 2 million unique visitors per month Challenges: • Unreliable phone system: Losing 2,000 calls per day • Overstaffing to handle volume: Needed to overstaff in order to handle peak calling times • Multi-channel agent/customer interaction • Phone • Web • Agents needed more business intelligence: • Knowledge of customers • Ability to cross-sell / up-sell • Where they were coming from, • How often they responded to calls • Cost per agent, per call

15. Vegas.com case study Solution Benefits: • Increased revenue by 85% • Decreased headcount • Cost justified within a 2 months • Setting record service levels • Reduced agent errors by 80% • Reduced transfer and abandon rates • Recorder application for quality assurance • Faxing capabilities reduced general administrative staff needs by 50%

16. IP Enablement in Contact Centers IP-enablement helps to recruit & retain labor force, and allows smarter staffing.

17. IP Enablement in Contact Centers Recruitment, Staffing & Retention concerns • Geographic agent rates have soared • Lack of qualified workforce • Demand outpacing supply in certain regions • Specific skills at a premium, insufficient supply • Agent Turnover a huge factor

18. IP Enablement in Contact Centers How does it help? • Virtual workforce • Workforce anywhere; no geographic boundaries • No longer need to overstaff for peak times • Specific skills: get them anywhere you can find them • Cost containment by hiring from lower rate geographies • More agent flexibility & satisfaction

19. General Pool & Spa example Multi-location wholesale distributor of pool supplies Challenges: • Inbound call volume overwhelming • Employees in one location overloaded, while idle in another • Lost calls & sales

20. General Pool & Spa example Multi-location wholesale distributor of pool supplies • Solution Benefits: • Central call distribution, able to balance load • Able to expand to another location without additional head count • Cost justified within 12 months

21. Multimedia & VoIP: Sharpen your competitive edge • Offers operational / tactical value • Extends boundaries for better staffing, lower attrition rates • Improves the communications ability of individuals and groups

22. Multimedia & VoIP: Sharpen your competitive edge Thank you! Gia McNutt www.team-sos.com 888-336-7671