slide1 l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Results from the Lab PowerPoint Presentation
Download Presentation
Results from the Lab

Loading in 2 Seconds...

play fullscreen
1 / 32

Results from the Lab - PowerPoint PPT Presentation


  • 258 Views
  • Uploaded on

Results from the Lab. Contact Center 2008 Industry Study. Overview. Agent capabilities, including status and presence propagation Productivity enhancement tools Agent softphone capabilities Integration with UC and IP-telephony infrastructures

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Results from the Lab' - albert


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
results from the lab

Results from the Lab

Contact Center 2008 Industry Study

overview
Overview
  • Agent capabilities, including status and presence propagation
  • Productivity enhancement tools
  • Agent softphone capabilities
  • Integration with UC and IP-telephony infrastructures
  • Multimedia interactions (Web, chat, IM, SMS, video, email, etc.)
  • Supervisor capabilities and features including productivity, involvement in agent calls (training, participating, recording)
  • Contact interaction monitoring (real time and historical)
  • System architecture, and more.
contact center evolution
Contact Center Evolution
  • As enterprises and small-to-medium businesses are having to meet the new demands of their customers, Contact Centers are evolving to satisfy these needs
what s changing
What’s Changing
  • Improved service in current channels (primarily voice and email)
  • Alternate channels for communications including text messaging (SMS), on-line chat, and video
  • Combinations of fully automated and semi-automated systems for inbound and outbound contact center applications
  • Migration to SIP as legacy TDM-based systems approach end of life
the leading vendors
The Leading Vendors *

* Considering 8 vendors evaluated

the vendors
The Vendors
  • These vendors facilitate solutions to new industry demands and requirements by designing their products around SIP and IT-centric Service-oriented Architecture (SOA).
  • Each of the product suites reviewed are based on features and functions that were demonstrated on production systems that are available today.
  • Their products are scalable to meet the needs of contact centers of every size.
customer satisfaction metrics
Customer Satisfaction Metrics
  • Primarily a measure of the customer experience which includes the customer communications experience
  • Research shows this directly correlates with financial performance
solutions
Solutions
  • Figuring out ways to improve your customer’s phone and multi-media communications experience, including self-service with the right personal touch, can make all the difference.
  • Parallel and converged evolution is occurring with computing and telecom platforms and applications.
  • Communication and media servers and associated applications can now be implemented virtually without limitation to geographic placement.
solutions10
Solutions

Organizations can:

  • Pool technical and human resources throughout the enterprise
  • Use ‘Presence’ information to reach personnel via preferred modes of communication based on an individual’s accessibility over multiple devices
  • Improve overall user and customer experience with personalization and dynamic interactions or ‘treatments’ for better phone and synchronized web applications
  • Facilitate efficient and effective collaboration throughout the organization
  • Consolidate and extend application and management systems
  • Reduce carrier costs
  • Enable executives to readily automate business processes and facilitate corporate initiatives
products avaya call center and interaction center 7 1
ProductsAvaya Call Center and Interaction Center 7.1
  • Runs on a Linux based appliance capable of all TDM or all IP with media encryption and server isolation – or a combination of TDM and IP
  • “Flatten Consolidate, and Extend”
  • Massive scalability: ability to support 10,000 agents on single server
  • With FCE model, it is easier to provide the right agent “on demand” with expertise and overflow for branch-based customer service personnel
  • Inbound customer contacts can be routed according to skill set, availability or prior contact history
  • Use a common business model, yet maintain personalized identities
  • Can support consistent processes and brand images across the enterprise
products avaya call center and interaction center 7 114
ProductsAvaya Call Center and Interaction Center 7.1

Communication Server:

  • Avaya Communication Manager 5.0
    • Expanded SIP trunking options
    • Improved support of SIP-based telephones
    • Foundational support for increased suite of communications applications
products avaya call center and interaction center 7 115
ProductsAvaya Call Center and Interaction Center 7.1

Contact Center Products:

  • Avaya Call Center 5.0
  • Customer Interaction Express 1.1
  • Avaya Communication Manager 5.0
  • Customer Interaction Center 7.1
  • Business Advocate and Advanced Segmentation
  • Avaya Call Center Elite
  • Avaya Voice Portal/Interactive Voice and Video Response (IVVR)
products avaya call center and interaction center 7 116
ProductsAvaya Call Center and Interaction Center 7.1

Management and Supervisory Capabilities:

  • Avaya Voice Portal/ Interactive Voice and Video Response (IVVR)
    • Use of 3G video cell phones Internet videophones, & video-enabled personal computers
    • Show callers menu choices, product options, and instructional video clips
    • Show dynamic information such as personal account info. , airline flight options and current stock prices
  • Proactive Contact for Outbound Campaigns
products avaya call center and interaction center 7 117
ProductsAvaya Call Center and Interaction Center 7.1

Other functions:

  • Third-party applications for Contact Recording and Qulaity Monitoring
  • Computer-telephony Integration (CTI)
  • Clients /Agent Desktops
  • Software Support plus Upgrades
products avaya call center and interaction center 7 118
ProductsAvaya Call Center and Interaction Center 7.1 *

Source: 2008 Miercom Contact Center Industry Study

products avaya call center and interaction center 7 119
ProductsAvaya Call Center and Interaction Center 7.1
  • Miercom rates Avaya’s IVVR the best portal based on extended capabilities

Voice Portal and Interactive Voice & Video Response

Avaya’s Call Center and Interaction Center 7.1 is Rated Best Voice Portal and Interactive Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study

products aspect unified ip tm 6 5 1
ProductsAspect Unified IPTM 6.5.1
  • Major player in contact centers for more than 35 years
  • Meet all contact center needs via comprehensive interaction management and performance optimization
  • Created first workforce management system and the first dialer
  • Subsequent innovation and overall contact center experience
products aspect unified ip tm 6 5 121
ProductsAspect Unified IPTM 6.5.1

Communication Servers:

  • Supports all major PBX/Communication Servers on the market
  • Supports any TDM or SIP 2.0 compliant environment
  • Aspect Digital Communication Processor (DCP) provides Media Gateway functionality
  • Web call-backs are enabled via an API on the enterprise web server
products aspect unified ip tm 6 5 122
ProductsAspect Unified IPTM 6.5.1

Contact Center Products:

  • Aspect Unified IP
  • Aspect’s Unified Command and Control
    • Leverages all fixed granular data elements occurring in the contact center environment
    • Stand-alone tool that aggregates information from disparate systems and data sources
    • Integrate multiple contact centers across an enterprise
  • Aspect’s Unified Director
  • PerformanceEdgeTM
products aspect unified ip tm 6 5 123
ProductsAspect Unified IPTM 6.5.1

Other functions:

  • Third-party applications
    • Nuance
    • CallMiner Eureka!
    • Merced
    • OpenSpan
  • Computer-telephony Integration (CTI)
  • Agent Desktops
    • LYRICallTM
products aspect unified ip tm 6 5 124
ProductsAspect Unified IPTM 6.5.1

Source: 2008 Miercom Contact Center Industry Study

products aspect unified ip tm 6 5 125
ProductsAspect Unified IPTM 6.5.1
  • Miercom rates Aspect the Best in Supervisor and Real-time monitoring and Reporting with Aspect’s Unified Command and Control in stand-alone and large contact center environments

Best Supervisor and Real-Time Monitoring and Reporting

Aspect’s Unified IP 6.5.1 is Rated Best Supervisor and Real-Time Monitoring and Reporting in the 2008 Miercom IP Contact Center Industry Study

products interactive intelligence customer interaction center cic 3 0
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0
  • Originally designed from the ground up to facilitate communications using all channels and media from a single platform
  • Foundation on which all Interactive Intelligence products are based for centralizing business interactions
  • All-software design which leverages standard servers and Service-oriented Architecture (SOA), while increasing reliability, security and scalability
  • Scales up to several thousand agents and between 5,000 and 15,000 enterprise users per server
  • Localized in 18 different languages
  • Include reduced integration requirements, centralized multi-channel processing and inbound/outbound blending, and single point of administration for all of their components
products interactive intelligence customer interaction center cic 3 027
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0

Communication Servers:

  • Customer Interaction Center®
    • Provides solutions for large enterprises
    • Increased security with SRTP for VoIP and TLS for privacy between communication applications and users
    • Enhanced mobility with a mobile client
    • Broader integration to Microsoft OCS and Exchange
    • Simplified Deployment
  • Interaction Administrator ®
products interactive intelligence customer interaction center cic 3 028
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0

Contact Center Products:

  • ACD Multimedia Queuing
  • Interaction Director®
  • Interaction GatewayTM
  • Interaction OptimizerTM
  • Interactive Voice Response (IVR)/ Speech recognition solutions
  • Interaction Designer®
products interactive intelligence customer interaction center cic 3 029
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0

Contact Center Products:

  • Computer-telephony Integration (CTI)
  • Interaction Recorder®
  • Interaction Dialer®
  • e-FAQ®
  • Interaction Report AssistantTM
  • Interaction Feedback®
products interactive intelligence customer interaction center cic 3 030
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0

Source: 2008 Miercom Contact Center Industry Study

products interactive intelligence customer interaction center cic 3 031
ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0
  • With extensive integral applications, Miercom rates Customer Interaction Center 3.0 from Interactive Intelligence Best All-in-One Multimedia Contact Center

All-in-One Multimedia Contact Center

Interactive Intelligence’s Customer Interaction Center (CIC) is Rated Best All-in-One Multimedia Contact Center in the 2008 Miercom IP Contact Center Study

questions
QUESTIONS?

Contact: rsmithers@miercom.com

32