Welcome to the Contact Center of the Future

2. Welcome to the Contact Center of the Future The Intelligent Contact Center

3. Today’s Contact Center Calls InstantMessaging Email

4. The Intelligent Contact Center Calls ApplicationIntegration VoIP Distributed Centers InstantMessaging Work-at-HomeAgents MultipleDevices Speech Email

5. The Intelligent Contact Center Intelligent Contact Center Defined as a single point of contact to provide quality customer care, while also acting as an individualized marketing channel to push new products and services. SOURCE: Yankee Group

6. What Does it Look Like? Seamless Integration Calls to Multi-Media TDM ApplicationIntegration VoIP TDM to VoIP Screen Pop InstantMessaging Databases SMS Speech Email

7. What Does it Look Like? Physical toVirtual Efficiency to Effectiveness $ Service Agents toSelf-Service BrickandMortar IVR, Web Self-Service ProfitCenter Work-at-HomeAgents Cost Center

8. Media and Analyst Chatter “…it is practically impossible to achieve this withouttight integration across all communications systems and enterprise applications.” Source: Yankee Group

9. Media and Analyst Chatter Through 2010, information management will prevent most customer service organizations from keeping pace with changing enterprise needs. 2009, 10% of Type A (pioneers) organizations and 5% of Type B (mainstream) organizations will use work-at-home CSS agents. Source: Gartner Group

10. Media and Analyst Chatter The intelligent contact center will require a significant amount of planning and cross-departmental coordination, but the results will be well worth the investment of money and time in the long run. Source: Gartner Group

11. The Intelligent Contact Center Getting there

12. The ‘Call’ Center – 1987 • CRM (CICS, COBOL) • Database (Progress) • Reporting • Servers (IBM) • Desktops (Compaq) • Email (MF, CompuServe) • One Building • Inbound Calls • Vendors, Vendors, Vendors!!! • PBX • IVR • ACD • Fax Machines • Network (Token ring) • OS (OS/2, Netware, Windows)

14. The ‘Contact’ Center – 1997 • Multiple Sites • Phones calls, faxes, emails • Standards based servers • New Applications into the Contact Center • Recording/Monitoring • Email management/routing • WFO • Predictive Dialers • Unified Messaging

15. The ‘Intelligent’ Contact Center – 2007 • Phone calls, emails, web transactions, SMS • Agents anywhere • Mobile Devices • One VAR • Interactive Intelligence • PBX, IVR, ACD, Recording, • WFO, Outbound Dialing • Microsoft • OS, CRM, Email, UM

16. SIP Gateway

17. What makes today’s Contact Center • Screen Pop • WFM/O • Post call surveys • Screen recordings • Speech Recognition • Skills-based routing • Content push • Dynamic IVR • Object Queuing • Virtualization of Agents • Multi-Media Queue • Click to talk

18. Key parts of the Intelligent Contact Center TodayFuture IVR Analytics Speech Recognition Speech Analytics Video Chat Video Queuing Passive Agent Training Automatic e-Learning • analytics     (ān'ə-lĭt'ĭks) • –noun (used with a singular verb) Logic. • The science of logical analysis.

19. IVR Today • Predominantly Digit based “Press 1 for Support….” • Fixed Menus • Frontend of calls only • Separate development from other apps (CRM, Web)

20. Generic Menu 1 2 3 4 5 Analytics Agent

21. 1 2 3 4 5 Analytics 4273.568 Menu Generic Menu Agent

22. OK 4273.568 Menu 1 3 5 OK Analytics Agent

23. 4273.568 Menu 1 3 5 BUY!! SELL! SELL! Analytics Agent

24. Advantages of Analytics • Use technology to dynamically drive agent actions • Less training on complex business issues • Dynamically interact with the customer based on: • Buying patterns • Products owned • Call history • Value of customer • Current Inventory • Agents available • Custom experience for every customer

25. Speech Recognition Today • Speech enabled directories “Speak the name of employee….” • Speech IVR’s “Press or say 1….” • Message Management “Play new emails…” • Full speech enabled applications (Address changes, 411)

26. OK CALM Speech Analytics Agent

27. CALM CALM CALM Speech Analytics Agent

28. SELL! SELL! SELL! Speech Analytics Agent

29. Advantages of Speech Analytics Take actions during a call Keyword matching (Cancel!, Hello-Hello…) Security / Threat Assessments Drive agent screens based on speech patterns

30. Video chat • Click to Interact • Peer-to-Peer Kiosks • Internal Communications • One-way broadcasts

31. Video Agent

32. Video Agent

33. Advantages of Video Queuing • Agent Kiosks • Video Conferences (Adding in Level 2 agent) • Queuing with Mobile Devices

34. Passive Agent Training • Audio and Screen Recording • Scoring and cataloging • Fixed curriculum and delivery methods

35. e-Learning Agent

36. Post Call Survey 1 2 3 Post Call Survey Post Call Survey 1 2 3 1 2 3 e-Learning Agent

37. Post Call Survey X X X X Post Call Survey Post Call Survey 1 2 3 Post Call Survey 3 2 1 e-Learning Supervisor Agent

38. Post Call Survey X X eLearning Course eLearning Course OK OK e-Learning REVIEWED Agent

39. Advantages of E-learning • Rules Based • Supervisor controlled or system controlled • Training becomes part of daily routine • Real time Trend Analysis

40. Key parts of the Intelligent Contact Center TodayFuture IVR Analytics Speech Recognition Speech Analytics Video Chat Video Queuing Passive Agent Training Automatic e-Learning

41. Steps toward the Intelligent Contact Center • Integration of the contact center and the enterprise (moving cc apps to the enterprise) • Media Transitions across devices • Offering multimedia interactions (call, fax, web, email) • “Be-Anywhere” Agents • Queuing of task/workflow objects • Automation of business processes

42. The Intelligent Contact Center Solution Choosing the right platform and vendor

43. Hardware-centric, Multi-box Approach PBX ACD IVR VM Dialer Recorder WFM Fax

44. Fax WFM Recorder Dialer VM IVR ACD PBX A Comprehensive, All-in-One Suite

45. Proven Solution Interactive Intelligence positioned in the Leader’s Quadrant of the2007 Contact Center Infrastructure Report

46. Welcome to the Contact Center of the Future The Intelligent Contact Center