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Alcatel Contact Center Solutions. BCA Solution Unit – Mar 2006 – Rel 7.0. It’s All About Customer Satisfaction. When frustrated customers leave, they take loyalty revenue reputation market share with them.

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bca solution unit mar 2006 rel 7 0

Alcatel

Contact Center Solutions

BCA Solution Unit – Mar 2006 – Rel 7.0

it s all about customer satisfaction
It’s All About Customer Satisfaction

When frustrated customers leave, they takeloyaltyrevenuereputationmarket sharewith them.

85%of consumers would stop using a company’s product or service based on a bad contact center experience

Source: Genesys Consumer Survey, 2003

contact center solutions

Alcatel helps you deliverSuperior Service

  • Fast Answers
  • First Call Resolution
  • Personalized Service
  • Live Support & Self Help
  • Voice Portal & IVR
Contact Center Solutions

76%of consumerswill use a company’s product or service again based on a positive contact center experience

Source: Genesys Consumer Survey, 2003

contact center solutions sweet spots
Contact Center Solutions – Sweet Spots

Enterprise CC

Greeting Centers

MidMarket CC

Small CC

Contact CenterAbove 150 Agents

Contact Centerup to150 Agents*

Low-Capacity(+/- 10 Agents)

Organizations without a Formal Contact Center

Any Company

Small

Medium & Large

Large & XLarge

OmniTouch CC Office

OmniGenesys

OmniTouch CC

EasyContact

* OmniTouch Contact Center Standard Edition can scale up to 2,000 agents iif needed

greeting centers a customer case
Greeting Centers : A Customer Case

Budget Travel Ireland

  • The largest travel agency of Ireland (43% market share)
  • 1 HQ and 27 branch retail offices, 350 persons
  • All agencies must be able to receive calls: Request for information or reservation
  • The HQ is equipped with OmniPCX Enterprise
  • All agencies were equipped with key systems – mainly Samsung

Solution

Solution based on distributed OmniPCX Enterprise,

IP networking,

EasyContact 5 agents package in each location

Benefits

Provide fast answers to customers while controlling costs

Increase staff utilization enabling all to assist customers while managing other responsibilities

GREETING CENTERS

greeting centers the solution
Greeting Centers : The Solution
  • Automated Attendant
  • Easy Contact solution
    • Call distribution
    • Queuing with announcements
    • Application embedded in OXE
    • Implementation wizards & vertical templates
  • Key Benefits
  • Connect callers to the right person, the first time
  • Eliminate lost calls, ring-no-answer and voice mails
  • Cost-effective, fully embedded solution
  • Ready For Evolution to Contact Center

GREETING CENTERS

greeting centers campaign in a box
Greeting Centers : Campaign in a box
  • Page for Business Partners Only

GREETING CENTERS

small contact centers
Small Contact Centers
  • OmniTouch Call Center Office (OXO)
    • All-in-One Solution
    • Call Distribution (up to 20 logged agents)
    • Agent/Supervisor Applications
    • Statistics

SMALL CC

midmarket contact centers
MidMarket Contact Centers
  • Our Definition of MidMarket Contact Center
    • Easy to Install, Operate & Administrate
    • Mostly one single competency
    • Comprehensive traffic-based reporting
    • Single Place of Management (Mono Site or IP)
    • Usage of IVR for Pre-Qualification & Call Parking
    • Agent Screen Pop for First Call Resolution
    • Needs for Reactivity amid business conditions
  • What MidMarket CC is NOT
    • Complex system requiring a lot of system integration
    • Multi-Site installation with heterogeneous equipment
  • Standard Edition for Voice Only CC
  • Premium Edition for MultiMedia & CTI

MIDMARKET CC

omnitouch contact center standard edition

MIDMARKET CC

OmniTouch Contact Center Standard Edition
  • CCSupervision
    • Patented Matrix-Based Distribution
    • Low Total Cost Of Ownership
  • CCDistribution
    • Possible Ajunction of Screen PopUp
    • Expected Waiting Time in Queues
  • CCivr
    • Graphical Interface
    • Integration with CCDistribution
  • CCoutbound
    • Preview, Progress., Predictive
    • Unified Management
omnitouch contact center premium edition

AND BLURRED

MIDMARKET CC

OmniTouch Contact Center Premium Edition

Why Contact Centers Must Be So Complex ?

Introducing….

omnitouch contact center premium edition1
OmniTouch Contact Center Premium Edition

VISIBLE SIMPLICITY.

VISIBLE CONTROL.

VISIBLE POWER.

MIDMARKET CC

slide13

8+WEEKS. 75 AGENTS. 36,000 CALLS. 16 DAYS. 22% ATTRITION

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

HOW MUCH DO YOU BELIEVE YOU CAN SAVE BY HAVING YOUR OPERATIONS RUNNING IN ONLY 2 WEEKS WITH MINIMUM TRAINING FOR YOUR STAFF ?

MIDMARKET CC

slide14

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

  • Visual CC
    • Design-Operate-Expose
    • User-Profile Customized
    • Drag&Drop
    • Color-Coded Alerts
  • Visual IVR
    • Integrated with Visual CC
    • Menus, DB Lookups…
    • Pre-Qualification
  • Routing
    • EWT Announcement
    • Indiv. & group skills, services
    • MultiStage queuing

MIDMARKET CC

slide15

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

WILL YOU FEEL MORE CONFORTABLE IF YOU COULD FOLLOW YOUR BUSINESS CONDITIONS WITH NO RISK OF DISRUPTION ?

VISIBLE CONTROL POSITIVELY IMPACTS…

  • YOUR ADHERENCE TO YOUR BUSINESS
  • PREDICTING YOUR COSTS
  • OPTIMIZATING YOUR ORGANIZATION

MIDMARKET CC

slide16

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

  • Customer Interactions
    • Natively MultiMedia
    • Universal Queue
    • Single Management Tool
  • Agent Screen Pop
    • Historical Information
    • Telephony,email buttons
    • MultiMedia Blending
  • Reporting
    • Access from Visual CC
    • Excel Based
    • Customization Wizards

MIDMARKET CC

slide17

16 CALLS PER HOUR. 260 SECONDS. 76%. 8%.

Source : ContactBabel 2005

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

WHAT FINANCIAL IMPACT HAVE ACTIVITY PEAKS ON YOU ? AND HOW MUCH DO YOU SPEND TO FIND THE RIGHT INFORMATION ?

MIDMARKET CC

slide18

VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER.

  • Overrun
    • Follow your business
    • Most Flexible solution
    • No Extra Costs
  • CC Teamer
    • Expand CC beyond the walls
    • Real-Time Collaboration
    • Increase Customer/Agent Satisfaction
  • CRM Adapters for MidMarket
    • Wide Range incl. MS-CRM
  • Genesys Technology Inside
    • Benefit from the robustness & experience

MIDMARKET CC

enterprise contact centers
Enterprise Contact Centers
  • Alcatel/Genesys First in Contact Centers
  • Alcatel First in IP-PBX (Europe)

ENTERPRISE CC

enterprise contact centers1
Enterprise Contact Centers
  • Introducing OmniGenesys…
  • Over 250 Customers
  • Tangible Benefits
  • Lower TCO on the market
  • Integrated Solution
  • Bundled Solution
  • Routing Services Intelligence
  • Over 400% Growth in 2 yrs

ENTERPRISE CC

omnigenesys
OmniGenesys
  • Unmatched Routing Capabilities
    • Load-Balancing over MultiSite
    • Service Level, Agent Skills, MultiMedia Routing
  • Advanced Reporting
    • Historical (CCAnalyser) & Real-Time (CCPulse)
  • Genesys Voice Platform
    • VoiceXML-based IVR
  • Advanced Analytics With Infomart
  • WorkForce Management (WFM)
  • MultiMedia Interaction Management
    • Internet Contact
    • Email Management

ENTERPRISE CC

omnigenesys1
OmniGenesys
  • All Genesys Features Plus…

ENTERPRISE CC

other obvious reasons to chose omnigenesys

Video Contact Center

  • Video Communications
  • VoiceMail, UDA..
  • App Integration

Leveraging the Platform For Enterprise Communications

  • Applications on IP Phones
  • Cellular Xtension
  • Conferencing
  • Unified Communications
  • Mobility
Other Obvious Reasons to Chose OmniGenesys.
  • OmniGenesys

OmniPCX Enterprise

ENTERPRISE CC

contact center solutions recap
Contact Center Solutions – Recap

Enterprise CC

Greeting Centers

MidMarket CC

Small CC

Contact CenterAbove 150 Agents

Contact Centerup to 150 Agents

Low-Capacity(+/- 10 Agents)

Organizations without a Formal Contact Center

Any Company

Small

Medium & Large

Large & XLarge

OmniTouch CC Office

OmniGenesys

OmniTouch CC

EasyContact

contact center solutions takeaway
Contact Center Solutions : TakeAway
  • A comprehensive answer from Small to Enterprise Contact Centers
    • Omnitouch CC Standard Edition for cost-effective, easy to use solution
    • Smooth evolution towards MultiMedia, CTI with OmniTouch CC Premium Edition
    • OmniGenesys for Enterprise Contact Centers, high performance in customer interactions
    • Evolution Path from a Solution to an other – Business Continuity -
  • Migrate to IP Contact Center at your own pace

No need for full IP

    • IP-Ready approach : set the cursor where relevant for your business
  • Lower TCO and TEV (Total Economic Value)
  • Unmatched list of Customers and Business Partners Network
bca solution unit mar 2006 rel 7 01

Questions ?

BCA Solution Unit – Mar 2006 – Rel 7.0