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numero overview. 11 th October 2010. numero overview. Who are numero? . Our Vision. About numero. Overview. Structure. 52 staff HQ in Manchester, UK. Successful private company Substantial track record of innovation in multiple IT sectors 30+ blue chip customers

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numero overview

numero overview

11th October 2010

about numero
About numero

Overview

Structure

52 staff

HQ in Manchester, UK

  • Successful private company
  • Substantial track record of innovation in multiple IT sectors
  • 30+ blue chip customers
  • Clients represent leaders in their field
  • Mature & significant Partner support

>30 blue chip clients

10th year

80% of employees in software & services roles

Heavy ongoing investment in R&D

our market space
Our Market Space

Record centric

numero

interactive

Interaction centric

Process centric

platform innovation
Platform innovation

First solution deployment

Introduce multi-brand capability

SMS functionality

05

01

10

Business formed

Automated ERMS for transactional emails

  • Websphere integration
  • Platform redevelopment project – V4

i-Series

V4.1

Websuite

Chat

  • Concept origination
  • Acquire NLP platform
  • Enhance scalability & resilience
  • Integrated telephony & correspondence functionality

First new deployment

where we fit
Where we fit

Dynamic FAQ

Contact Us

Contact deflection

Secure Messaging

Click to Chat

Call back

Social media

CTI

Single Desktop

Dynamic Data Forms

Scripting

Call Backs

Dynamic SMS

Email

Secure Messaging

Unify field service to contact centre

Social media

All channels

Unified Desktop

Single CMS

CRM

Customer – CASE record

Single view of customer

our increasing marketplace
Our increasing marketplace

New emerging markets:

Publishing/subscription

Financial

Logistics

Utilities

HR

Telecom

Public

Partners

Growth

Growth

Creating new opportunities

Financial Services

Retail

Growth

Traditional & proven

Home Shopping

Business Process Outsourcing

Traditional & proven

Traditional & proven

the challenge
The challenge

Call Centre

Capture

Interpret

Allocate

Prepare

Interact

Online

Admin Centre

Data Centre

Branches

Off shore

The customer interaction journey is complex

our solution
Our solution

Capture

Interaction

mgmnt

Enrich

Process

Route

Assist

Respond

The customer interaction journey is simplified

Workflow automation provides business case & ROI

numero interactive overview
numero interactive Overview

Workflow

InboundGateway

Enrichment

OutboundGateway

Letters

Email

Forms

Call logs

SMS etc…

Workflow A

Billing

Workflow B

CTI

Telephony

Self-Serve

Web Suite

Fulfilment

Resource Manager

CRM

  • Agent Availability
  • Agent Skills
  • Queue Size & SLAs

Content

Management

System

Universal

Queue

Legacy

Work

Back-Office Systems

Control

Status

Unified Agent Desktop

Supervisor Console

Customer & Case Management

Reporting

  • Contact
  • Case
  • Customer

CRM

Data

Information

numero interactive principal functions
numero interactive - Principal functions
  • task acquisition and classification
  • defined process flows
  • work allocation and skill based routing
  • unified agent desktop
  • task automation

response management

work task

organisation & optimisation

  • content management repository
  • assisted response construction
  • multi-channel output

reporting & MI

  • real time workforce monitoring
  • historical reporting
  • adherence monitoring
  • access rights management
  • automatic audit trails
  • rule based data encryption and obfuscation
  • document retention and archiving

auditing & compliance

customer, case &contact management

  • customer recognition and creation
  • case management
  • quality management rules
  • single view of contacts (in & out)
numero interactive scenario 1
numero interactive – scenario #1
  • How can nihelp an agent improves upsell/cross sell?
    • Websuite - Dynamic FAQ’s
    • Click to Chat
numero interactive scenario 2
numero interactive – scenario #2
  • How can nihelp reduce the resource cost of handling a customer interaction?
    • Automated workflows
    • System generated and received SMS
numero interactive scenario 3
numero interactive – scenario #3
  • How can nihelp improve the agent efficiency in managing returns/complaints
    • Dynamic Data Forms - Agent Scripting
    • Email generation
    • Dynamic FAQ’s for deflection
    • Call Backs
the keywords
The Keywords...

Multi-channel interaction hub

Single agent desktop

CASE

Voice, web chat, FAQ etc.

Workflow

Automation

CRM - inbuilt or legacy

Resource rationalisation

CTI

Dynamic Data Forms / Agent Scripting

atos origin update

ATOS Origin update

6th October 2010