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The Future of the Contact Center. Rich Tehrani President TMC www.tmcnet.com. Here Is The Future. VoIP SIP Speech. Your Future is VoIP. What is it? Regular Voice Voice over IP. Voice. Voice. Voice. Voice. Voice. VoIP Benefits:. Cost

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The Future of the Contact Center

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The Future of the Contact Center

  • Rich Tehrani

  • President

  • TMC

  • www.tmcnet.com


Here Is The Future

  • VoIP

  • SIP

  • Speech


Your Future is VoIP

  • What is it?

  • Regular Voice

  • Voice over IP

Voice

Voice

Voice

Voice

Voice


VoIP Benefits:

  • Cost

  • Remote Agents

  • Distributed Contact Centers

  • Offshoring – Indirect Cost Savings

  • Single Wire – Easier Management

  • Knowledge Workers


Other Benefits:

  • Wireless Management

  • Presence -- SIP

  • Less Equipment

  • Browser-Based Phones

  • Better Equipment – More Competition

  • Push-To Talk


How Does Business Benefit?

  • Seamless Connectivity

  • Virtual Enterprise

  • Easy Video

  • New Services

  • More Flexibility

  • Wireless Benefits – Soft Client or Phone

  • Inexpensive Conferencing


More Business Benefits:Hosting Becomes Easy

  • VoIP Allows Agents and Host to be Anywhere – Saves $

  • Allows Distributed Contact Center and Flexible Business Growth

  • Reduces Capital Expenditures


New Business Ideas

  • Video Kiosks

  • Call-Me Buttons

  • Better Sound Through Headsets

  • CD Quality Conversations


Heed Warning Signs


Heed Warning Signs

Security

Bandwidth Issues

Find Solid Vendors

QoS


Spam Over Internet Telephony

  • S

  • P

  • I

  • T


More Security Issues

  • Denial Of Service

  • Firewall Issues

  • Customer Data Issues


SIP

  • Device Interoperability

  • System Interoperability

  • Seamless Presence


SIP Trunks

  • The Future Of Contact Centers

  • HMP Connections


Speech

  • 20%+ Can Be Automated

  • Quality Assessment

  • Performance Optimization

  • Rapid Escalation


Home Agents

  • Amazing Potential

  • Can Also Be Off Shored


Ideas

  • E-Mail

  • Integrate Media – Chat, E-Mail, etc.

  • Don’t Bounce Customers

  • Don’t Over-Rely On Technology


Future

  • Customers Will Become More Empowered

  • Will See Wait Times Online

  • Will Have Instant Chat Capability

  • Will Schedule Call Backs Online

  • You Want To Be Ahead Of This Curve


The End

  • Thank You For Attending And Listening And

  • Thank You Interactive Intelligence/Vonexus For Inviting Me!

  • WWW.TMCNET.COM

  • Blog: tehrani.com

    • Rich Tehrani

    • President

    • TMC

    • rich@tmcnet.com


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