trends in the next generation contact center-original

www.callcenter20.com

October 10-13, 2006• San Diego Convention Center, San Diego California

Trends in the Next-Generation Contact Centers

Automated Customer Contact Solutions

Balaji SundaraDirector, Product Management

October 10-13, 2006• San Diego California

Agenda

• Converged Business Transactions

• Web Services and SOA

• Virtualization in Contact Centers

• Automated Customer Contact

October 10-13, 2006• San Diego California

Converged Business Transactions

• Customers and Companies demand Communication Services

– Increase Customer Retention– Better and Faster Customer Service– Decrease Human Latency– Eliminate Transaction Errors– Simplicity, Uniformity and Productivity

• Reduce Complexity Challenges– More Devices = More Complexity– Converged Anytime, Anywhere Access = Competitive

Advantage– Deliver the right message to the right person at the right

time on the right device.

October 10-13, 2006• San Diego California

SOA for Contact Centers

Hosted/ASP

InfrastructureOn-Demand

Virtual ACD

Automated Messaging

Web based Web Services

Business Applications Collections

Customer Service

Customer Retention

Customer Acquisition

Communication Services

Self Service

Alerts

Notification

Speech Voice

Web

EmailProactive Contact

October 10-13, 2006• San Diego California

Business Solutions Demand

• Loyalty Program Enrollment• Drive-to-Retail • Cross-sell / Upsell / Upgrade• Contract Renewal• Promotion reminder

CustomerLoyalty/Retention

• Welcome Message• Activation Reminder• Trial conversion

CustomerAcquisition

Collections/Winback

• Payment Reminder• Late Stage Collection• Pay-as-you-go Refill• Win back Offer

CustomerService

• Schedule/confirm delivery, service appt

• Notification on outage, emergency

• Change in Bill Format• Update Credit Card

Info• Satisfaction Survey• Warranty renewal• Fraud

Automated Voice

Messaging

October 10-13, 2006• San Diego California

Call Center Today

– Reaching customers takes days or weeks– Can’t automatically right party verify– Low percentage of time an agent reaches

a live person

Customers

Agents

PBX/ACD

Outbound

Inbound

Inbound

Outbound

Outbound

Traditional Dialer

• Limited capacity• Limited AMD

Outbound Calls Sent Based on Fixed Capacity

Customers Are Manually

Qualified, Low Volumes

October 10-13, 2006• San Diego California

Outbound

Hosted Automated Messaging

Customers

Agents

Hosted System SendsThousands of

Outbound Calls…

...Creating Hundreds of Qualified Inbound

Customers (Right Party Verified)

PBX/ACD

Agents can now focus on Qualified

Inbound Customers…

… Reducing the amount of agents

needed for Outbound Calls

Inbound

Inbound

Hosted Agent

Web based OnDemand

Solution•Unlimited capacity/bursting

•Web based Self Service

•Web based Reports

Inbound

– Reaching customers takes hours– Automatically verifies the caller is the right party– Agents now focus on qualified inbound customers

Hosted Agent

October 10-13, 2006• San Diego California

Virtualization in Contact Centers

OUTBOUND/AGENT ASSISTED

CAMPAIGN CENTERDevelop, manage and run campaign

REPORT CENTER

“Real-time”web-based reporting

Secure OnDEMAND

WEB INTERFACE

SECURE DATAINTEGRATION

INTERFACE

CONTACT DATABASECreate and manage lists

AutoManageVIRTUAL

ACD

OUTBOUND/AGENT ASSISTED

BLENDED OUTBOUND/INBOUND

INBOUND

EMAIL/TEXT MESSAGING

ALERTS/NOTIFICATIONS

Anywhere, Anytime, Any media

Call Center Call Center

COMMUNICATIONS GATEWAY

Telephony Infrastructure

October 10-13, 2006• San Diego California

Investing in the Future

• Messaging solutions & optimization– Expanded/Enhanced messaging channels – IM, Video– Predictive Analytics and Call Analytics– Agent and Customer Presence

• Web Services for Automated Messaging– Person-to-Person and Application-to-Application interaction– Application-to-Person and Person-to-Application interaction– Profitable business model for Customer Contact

• Infrastructure – Unlimited capacity – Enterprise, Offshore or Remote Agents– Disaster Recovery – anytime, anywhere access

October 10-13, 2006• San Diego California

Contact:Balaji SundaraDirector, Product Management

1-877-SOUNDBITEhttp://www.soundbite.com

Automated Customer Contact Solutions