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NEC Unified Solutions 2005 Contact Center Seminar. Objectives. Interactive “Product Agnostic” Presentation – Contact Centers Today What Makes A Contact Center Successful What Keeps You Up At Night?? Available Technology Define Your Vision Of The Future - Assessment Traffic Analysis

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Presentation Transcript
objectives
Objectives
  • Interactive “Product Agnostic” Presentation –
    • Contact Centers Today
    • What Makes A Contact Center Successful
    • What Keeps You Up At Night??
    • Available Technology
  • Define Your Vision Of The Future -
    • Assessment
    • Traffic Analysis
    • Site/Customer Centric Solutions
    • Road Map To Success

© 2005 NEC Unified Solutions, Inc.

introductions
Introductions
  • Mr. Louis Van De Water
    • VP/GM NEC Northeast Region
  • Mr. John Orchanian
    • Account Executive, NEC NY/NJ Commercial
  • Mr. Chuck Cuggino
    • President, TFB Systems
  • Mr. Isaac Grodzinski
    • Channel Manager, Allot Systems

© 2005 NEC Unified Solutions, Inc.

agenda
Agenda
  • Introductions
    • Richard Rizzuti
  • Opening Address
    • Louis Van De Water
  • Contact Center Issues
    • John Orchanian
  • Solutions!
    • Chuck Cuggino
  • Break
  • Contact Centers & IP Telephony
    • Isaac Grodzinski
  • Tying It All Together With NEC
    • Chuck Cuggino
  • Question & Answers
    • All
  • Give-Aways

© 2005 NEC Unified Solutions, Inc.

nec not just technology a partnership

NEC“Not just Technology, a Partnership”

Lou Van De Water

Vice President/General Manager

East Region

April 29, 2005

slide6
Thank You ... For Your Business
  • Thank You ... For Your Support
  • We Appreciate and Value Our Partnership

© 2005 NEC Unified Solutions, Inc.

nec corporation
NEC Corporation
  • Founded in 1899
  • 24 manufacturing facilities in 8 countries
  • Revenues: $47 billion (4,906 billion yen)
  • 85th in Fortune Global 500
  • Common Stock NASDAQ (Symbol: NIPNY)
  • 40th Largest Manufacturer in the World –Industry Week

Vision & Innovation

  • 48,000 patents worldwide
  • Top 5 in US patents for last 12 years
  • 12 R&D facilities in U.S., Japan, Germany & China

Confidential

© 2005 NEC Unified Solutions, Inc.

nec in the united states

NEC SolutionsAmerica

Rancho Cordova, CA

NEC UnifiedSolutions

Irving, TX

NEC USA

Melville, NY

NEC Labs America

Princeton, NJ

NEC America

Irving, TX

NEC Display

Solutions of America

Itasca, UIL

NEC Electronics

America

Santa Clara, CA

NEC in the United States

4,000 Employees

94 Locations

$2B+ Revenues

Confidential

© 2005 NEC Unified Solutions, Inc.

highlights

#85 in Fortune Global 500

#53 in BusinessWeek IT 100

#300 in Global 2000

#5th of top 300 Global

#40 Largest Global Manufacturers

Highlights
  • Ranked #3 in U.S. sales of Communications
  • Ranked #2 in U.S. sales of commercial plasma displays
  • Ranked #3 in U.S. sales of LCD projectors / displays
  • Ranked #8 in worldwide semiconductor sales
  • Ranked #3 in worldwide microcontroller sales
  • Ranked #4 in worldwide ASIC sales
  • NEC fingerprint matching technology ranked first
  • A key supplier to the world's first third-generation wireless (3G)

© 2005 NEC Unified Solutions, Inc.

nec s corporate commitment
NEC’s Corporate Commitment

“NEC will constantly strive to meet our customers' business challenges by providing superior technology, applications and services. Customer loyalty is our No. 1 priority.”

Akinobu Kanasugi

President

NEC Corporation

© 2005 NEC Unified Solutions, Inc.

delivering customer satisfaction

NEC Customer Support Rating

Vendor IP Assessment Rating

Quarterly Rating

Customer Rating

Delivering Customer Satisfaction

NEC 04 Customer Survey

InfoTech 04 Customer Survey

© 2005 NEC Unified Solutions, Inc.

nec unified s direction
NEC Unified’s Direction
  • Strengthen Customer Partnership
    • Investing in Solutions Oriented Training
    • Expand Customer Access to Information
    • “Trusted Advisor”- Strategic Planning
  • Reinforce Market Position As Solution Provider
    • Create Value Add Beyond Hardware
    • Broaden Application Partnerships
    • Continue to Expand Managed Service Portfolio
  • Strategic Initiatives
    • UNIVERGE As The All-Inclusive IP Strategy
    • Invest in Vertical Solution Sets and Programs

© 2005 NEC Unified Solutions, Inc.

today s provider options

Emerging Category: Total Solution Provider

Today’s Provider Options
  • Manufacturers with Services Arm
    • PBX, gateway, router or server products
  • Traditional Systems Integrators
  • Value-Added Resellers
  • Network Services Providers with Systems Integration Arm
  • Traditional Consulting Firms

© 2005 NEC Unified Solutions, Inc.

total solution provider nec
Total Solution Provider: NEC
  • Core Competency in Communications
    • Best Communications Products in The Industry
    • Market Leadership
    • Financial Stability & Proven Experience
  • Value Beyond Product Fulfillment
    • Expertise in Complex Network Design, Integration and Support
  • Strategic Relationships
    • Extensive Dealer Network
    • Business Enabling Application Providers
    • Vertical System Integrators

© 2005 NEC Unified Solutions, Inc.

slide15

Partners – NEC Unified

© 2005 NEC Unified Solutions, Inc.

conclusion

NEC And Our Dealers Will Continue To Evolve To Better Meet Your Needs And Earn Your Trust

Conclusion
  • Market and Technology Are Driving Change
  • Convergence is Complex
  • NEC Unified Brings Value That Others Cannot – A Total Solution
    • Strategic Partnerships
    • Proven Expertise
    • Critical Services Skills
  • Commitment to a Strong Channel
    • Strong Support to Ensure the Best Customer Experience
  • Market and Technology Are Driving Change
  • Convergence is Complex
  • NEC Unified Brings Value That Others Cannot – A Total Solution
    • Strategic Partnerships
    • Proven Expertise
    • Critical Services Skills
  • Commitment to a Strong Channel
    • Strong Support to Ensure the Best Customer Experience

© 2005 NEC Unified Solutions, Inc.

thank you
Thank You!

© 2005 NEC Unified Solutions, Inc.

contact center issues

Contact Center Issues

John Orchanian

Account Manager

today s contact center environment
Today's Contact Center Environment
  • Customers want options
  • Blending inbound/outbound services
  • New factors effect Contact Center operation

© 2005 NEC Unified Solutions, Inc.

challenges of contact center managers
Challenges of Contact Center Managers
  • Doing more with fewer resources
  • Layers of disparate applications
  • Transient workforce
  • Ineffective cross-selling and up-selling
  • Inability to respond to customer needs

© 2005 NEC Unified Solutions, Inc.

multimedia contact center
Multimedia Contact Center
  • Live voice communications
  • Multimedia communications
    • Web Dialog
    • Email
    • IVR
    • Video
  • Real-Time Display
  • Historical Reporting

© 2005 NEC Unified Solutions, Inc.

conclusion1
Conclusion
  • The Contact Center makes a first impression
  • Successful Centers are driven by Customer needs
  • Next generation Contact Center achieved through Agent Productivity

© 2005 NEC Unified Solutions, Inc.

evolution call center to contact center
Evolution – Call Center to Contact Center
  • “Blended” inbound/outbound calling
  • Multi-Media communications
  • Real-Time Data utilization
  • Consolidated Reporting
  • “Virtual” Centers

© 2005 NEC Unified Solutions, Inc.

why nec
Why NEC ?

Reports

Web

  • “Open” Systems / Open Standards
      • Open Development Environment
          • Users / Third Party feature development
      • Connectivity Standards
      • Multi-use Systems

IVR

Data

Voice

© 2005 NEC Unified Solutions, Inc.

why nec1
Why NEC ?

Reports

Web

  • Fusion Networking

IVR

Data

Multiple ACD

Multiple Sites

Voice

  • IP Connectivity
  • “Agent Anywhere”

© 2005 NEC Unified Solutions, Inc.

why nec2
Why NEC?
  • Interactive/Automated Applications
  • Multi-Media Communications
  • Monitoring (Real-Time)
    • PC Wallboard
    • Pro-Active Alarms
  • Supervisor/Administration (Real-Time)
    • Anyone/Anywhere
    • Drag & Drop
    • Agent Assignments
  • Reporting (Real-Time & Historical)
    • Cradle to Grave
    • Anyone/Anywhere
    • Unlimited Reports (Drill Down)
    • Database Dump (Report Generator of your choice)
    • Multi-Media communications
    • Automated Applications

Example>>

Example>>

© 2005 NEC Unified Solutions, Inc.

real time monitoring
Real-time Monitoring

<<Back

Example – Monitor all activity in the contact center

© 2005 NEC Unified Solutions, Inc.

cradle to grave reporting
Cradle-to-Grave Reporting

Comprehensive contact reports

© 2005 NEC Unified Solutions, Inc.

the case for network availability today s environment

The Case for Network Availability“Today’s Environment”

Isaac Grodzinski

Allot Communications

lgrodzinski@allot.com

background
Background
  • Establish the case that a new level of network intelligence is needed to ensure that network resources more strategically support call center goals.

© 2005 NEC Unified Solutions, Inc.

foundation
Foundation
  • Organizations are more complex, far-reaching and diverse than ever
  • The business strategies that direct those organizations are more complex, far-reaching and diverse than ever
  • The networks that support those organizations are more complex, far-reaching and diverse than ever
  • Organizations are more reliant on their networks than ever and that reliance continues to increase
  • Despite quantum technology advances, today’s converged networks are ALL based on the notion that every packet on your network is equally important to your business

© 2005 NEC Unified Solutions, Inc.

increased business complexity
Increased Business Complexity
  • Mergers & acquisitions
  • New business units
  • Reorganizations/restructuring
  • Cross-functional teams, new processes
  • New product lines, cost centers, profit centers
  • Management changes
  • New strategies, new goals
  • Global expansion
  • New channels, new partners

© 2005 NEC Unified Solutions, Inc.

the network environment
The Network Environment
  • Network traffic volume is doubling each year
  • Many organizations are totally reliant on their networks
  • Network access is largely unregulated
  • Traffic is handled on a first-in-first-out basis
  • Buy more bandwidth, or risk impacting business productivity?

© 2005 NEC Unified Solutions, Inc.

increased network complexity
Increased Network Complexity

© 2005 NEC Unified Solutions, Inc.

the high cost of poor performance
The High Cost of Poor Performance
  • Poor network performance = poor productivity = poor business results
  • Degraded network performance costs a typical business millions/year*
  • Application slowdowns can amount to $100/second**

* Source: Infonetics Inc., “The Costs of Enterprise Downtime 2003” Study

** Source: The Standish Group, as reported by Software Magazine

© 2005 NEC Unified Solutions, Inc.

the strategic information flow
The Strategic Information Flow
  • Board/Executive Level

Information Flow

Strategy Flow

STRATEGIC

Business strategies

Corporate goals

Mission statement

Individual goals

Job descriptions

  • Organizational Level

TACTICAL

Budgets

IT/Network planning documents

Funding requests

New application requests

  • IT/Network Level

© 2005 NEC Unified Solutions, Inc.

a new level of network intelligence
A New Level of Network Intelligence

Strategy Flow

Information Flow

  • Board/Executive Level
  • Policy-based Traffic Management
  • Organizational Level
  • IT/Network Infrastructure

© 2005 NEC Unified Solutions, Inc.

the result
Corporate Priorities:

Customer satisfaction

2. Increase revenues

3. Decrease expenses

4. Comply with Sarbanes-Oxley Act requirements

5. Avoid litigation

6. Minimize network downtime

Network Actions:

CRM is highest priority traffic

SFA is next highest priority

Allocate dedicated WAN bandwidth to VoIP traffic

Oracle Financials gets top priority at month-end

Block P2P traffic

Block worms, viruses and DoS attacks

The Result

© 2005 NEC Unified Solutions, Inc.

call center traffic management
Call Center Traffic Management
  • Improve VoIP call quality (call-by-call and/or in aggregate)
  • Prioritize call center applications relative to other corporate applications or users
    • By application
    • By user (or user group based on range of IP addresses)
  • Improve customer satisfaction & call center productivity w/the highest possible network and application response time
  • Use NetAccountant to store (long-term) and track call center productivity & trends by user or by application

© 2005 NEC Unified Solutions, Inc.

before network intelligence
Before Network Intelligence…

VoIP and CRM get squeezed by lower priority traffic

© 2005 NEC Unified Solutions, Inc.

after network intelligence
After Network Intelligence…

Corporate & call center priorities are enforced

© 2005 NEC Unified Solutions, Inc.

product overview
Product Overview
  • Optimize WAN infrastructure
  • Maximize business-critical application performance
  • Block or control unwanted or malicious traffic
  • Ensure performance of delay-sensitive voice & video traffic
  • World-class network performance monitoring and reporting
  • Intuitive, award-winning user interface
  • Carrier-grade reliability
  • Remote monitoring/management
  • Standards-based interfaces

© 2005 NEC Unified Solutions, Inc.

tying it all together with nec

Tying It All Together…With NEC

Thank You

Chuck Cuggino

tying it all together with nec1
Tying It All Together…With NEC
  • What are the next challenges?
  • What will technology offer?
  • Who is best positioned to deliver the needed solutions?
  • How do we prepare for the many unknowns?

© 2005 NEC Unified Solutions, Inc.

tying it all together with nec2
Tying It All Together…With NEC
  • The User is in CONTROL!
    • “Open” Systems/Development Environment
    • Standards Compliance
    • Technology Diversity (voice, data, video, etc.)
    • Supplier Commitment to Continuity
    • Support
  • NEC: Global Presence
    • Technology Excellence/Evolution
    • Local Resources
    • “Open” Business Approach – Partnering with customers, developers, manufacturers…………..

© 2005 NEC Unified Solutions, Inc.