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Contact Center Unification Minus Customer Equipment Roadblocks

Contact Center Unification Minus Customer Equipment Roadblocks. Mike Perry. Please No Snoring or Drooling. Problems. Little Telephony Expertise Disparate Systems Aging Telephone Equipment No CapEx Budget VoIP Pressure Poor KPI Reporting. Graco. Worldwide leaders of fluid handling.

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Contact Center Unification Minus Customer Equipment Roadblocks

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  1. Contact Center UnificationMinus Customer Equipment Roadblocks Mike Perry

  2. Please No Snoring or Drooling

  3. Problems Little Telephony Expertise Disparate Systems Aging Telephone Equipment No CapEx Budget VoIP Pressure Poor KPI Reporting

  4. Graco Worldwide leaders of fluid handling Problem • Differing equipment at each location • Disparate reporting and management Solution • inContact ACD/IVR, speech rec, toll free, local number, Intelligent T-1 Result • inContact brought contact center management and visibility together for efficiency gains

  5. Washington 211 Information and referral coalition with 30 independent organizations Problem • Needed a solution to unify eight different centers • Needed a connectivity model that scaled • Needed one vendor to support all needs Solution • Found inContact after serious shopping • Implemented ACD/IVR, speech rec and toll free Result • Unified referral centers that can scale

  6. Support.com Instant technology relief to consumers and small businesses Problem • Bring support back in-house without overhead • Support 100% at-home agent force of 380 agents Solution • inContact delivered via VoIP standardization Result • Able to find talent without geographic limitations • No brick-and-mortar overhead • Easily manage agents as if in one building

  7. RxAmerica/CVS Caremark Leading pharmacy benefit management Problem • Quick response due to government changes • Send calls to third party outsourced agents • Unify internal and third party phone systems Solution • ACD/IVR, call recording, toll free, Intelligent-T Result • Real time visibility to calls regardless of center • Rapid deployment & maintained service levels

  8. RxAmerica Original Call Flow Toll Free Call Commercial Nortel PBX RX America Salt Lake CC

  9. RxAmerica PDP Program Problem • Rapid, unexpected call volume growth - new government prescription drug program • Reached internal seat maximum • Must maintain service levels . . . or else • Very short time (3 months) to implement • Six outsourcer locations all with different hardware

  10. RxAmerica New Call Flow Toll Free Call Dial America Athens Dial America Pittsburg Commercial & PDP Dial America Charleston Dial America Orlando RX America Salt Lake CC Sento Albuquerque Sento Orem

  11. RxAmerica PDP Program Solution • 100 + toll free numbers consolidated • Complex IVR made easy via inControl • inContact trained in six outsource centers in two months Result • All service levels met first year of program • Significant cost savings • Flexibility of solution • Ability to ramp down after season • No hardware to purchase

  12. Unified Agent Management

  13. MPLS Intelligent-T International Toll Free SIP Trunks Dedicated Internet VoIP Full Service Landline Carrier Connect Toll Free POTS Cell Phone International Local Numbers Local Numbers

  14. Telephone Evolution

  15. Alexander Graham Bell - 1876

  16. Progress . . .

  17. Time Division Multiplexing - 1962 TDM – Traditional Telephone Signaling

  18. Voice over IP – 1995 (VocalTec) VoIP – voice sent over a data network (like the internet)

  19. Voice over IP Growth “It's expected that 32 million Internet phone lines will be in use by 2009." -Gartner SIP trunking is the fastest growing segment of VoIP services and will hit an 89 percent compound annual growth rate from 2008 to 2013 – this trend driven mainly by cost . -Infonetic’s biannual VoIP and UC Services and Subscribers report

  20. Inbound Connections Local Caller’s Local Exchange Carrier Toll Free

  21. Inbound Options - International

  22. Termination Options – Traditional & VoIP PSTN TDM Intelligent T-1 VoIP Internet MPLS Agents

  23. Termination Connection Points Telephone Network (PSTN) Private MPLS Network Internet Customer CC

  24. Connection Options Client Location Client Location inContact Provided VoIP Equipment Client Location Existing VoIP Infrastructure TDM PBX VoIP over Broadband Internet or MPLS Private Connection PRI T-1 or DS3 SIP Trunk ISP Provided Broadband Internet PSTN Multi-Center Solution VoIP Phone PSTN Multi-Carrier Solution Single Analog Phone Lines Home Agent PSTN Multi-Center Solution Client Location LEC Line Analog Phone Intl. Country VoIP or TDM Phone System Home Agent Client Location

  25. Connection Disaster Recovery PSTN Landline / Cell • Analog Lines • Cell Phones Intelligent T-1 VoIP Internet • VoIP User License • VoIP Phone /Softphone Agents

  26. Disaster Recovery - Relocation PSTN Landline / Cell VoIP Internet • Earthquake • Hurricane • Flood • Snow / Ice • Power / Water • Home Phone / Cell Phone Contact Center • Softphone & PC

  27. Hardware Strategies

  28. Strategy #1: Replacement Old New Obsolete Failure Overhead Full Service VoIP

  29. Strategy #2: Make Existing Smarter Keep current phone equipment Overlay Intelligence Improve agent and customer experience Improve efficiency

  30. Unification at Work In-office Agent Multi-location Multi-solution VoIP TDM At-home Agent

  31. How Can We Help? Let us help you take on the telephony expertise so that you can focus on your agent productivity. Contact Us • Find me at the conference • Talk to your Client Service Manager

  32. Key Takeaways One Two Three If you have an old phone system we can help you with a replacement strategy or overlay onto that system. Whether you have one location or a hundred, at-home agents or in-center, VoIP or TDM, we have a solution to help. Let us be the telecom experts so that you don’t have to.

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