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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
The Future of the Contact Center
  • Rich Tehrani
  • President
  • TMC
  • www.tmcnet.com
here is the future
Here Is The Future
  • VoIP
  • SIP
  • Speech
your future is voip
Your Future is VoIP
  • What is it?
  • Regular Voice
  • Voice over IP

Voice

Voice

Voice

Voice

Voice

voip benefits
VoIP Benefits:
  • Cost
  • Remote Agents
  • Distributed Contact Centers
  • Offshoring – Indirect Cost Savings
  • Single Wire – Easier Management
  • Knowledge Workers
other benefits
Other Benefits:
  • Wireless Management
  • Presence -- SIP
  • Less Equipment
  • Browser-Based Phones
  • Better Equipment – More Competition
  • Push-To Talk
how does business benefit
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
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
New Business Ideas
  • Video Kiosks
  • Call-Me Buttons
  • Better Sound Through Headsets
  • CD Quality Conversations
heed warning signs10
Heed Warning Signs

Security

Bandwidth Issues

Find Solid Vendors

QoS

more security issues
More Security Issues
  • Denial Of Service
  • Firewall Issues
  • Customer Data Issues
slide13
SIP
  • Device Interoperability
  • System Interoperability
  • Seamless Presence
sip trunks
SIP Trunks
  • The Future Of Contact Centers
  • HMP Connections
speech
Speech
  • 20%+ Can Be Automated
  • Quality Assessment
  • Performance Optimization
  • Rapid Escalation
home agents
Home Agents
  • Amazing Potential
  • Can Also Be Off Shored
ideas
Ideas
  • E-Mail
  • Integrate Media – Chat, E-Mail, etc.
  • Don’t Bounce Customers
  • Don’t Over-Rely On Technology
future
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
The End
  • Thank You For Attending And Listening And
  • Thank You Interactive Intelligence/Vonexus For Inviting Me!
  • WWW.TMCNET.COM
  • Blog: tehrani.com
ad