Page 1Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
OpenScape Contact Center
Customer Value Presentation
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 2Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agenda
An Introduction to SiemensThe Contact Center Business EnvironmentThe SolutionThe ValueRave ReviewsRecognition and SuccessCustomer References and Case StudiesIn Summary
Page 3Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Siemens Enterprise Communications (SEN) –Leading communications solutions company
Corporate Performance:160 years of experience in communicationsGroundbreaking Unified Communications technology14,000 employees in 80 countries, at 280 branches (145 in Germany)> 1 million direct and indirect customers in 120 countries> 3,000 sales partners70% of all Global 500 companies use our solutions and services2.5 million connections and workpoints within Managed Service contracts42 million connections and workpoints overall
1846, Werner von Siemens
2010, OpenScape UC
Comprehensive Portfolio:ICT consulting, system integration support, servicesSoftware, secure network components,end-user devices
Page 4Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
SEN is a worldwide market leader
thereofthereof
SEN regional footprint, sales (FY 2008) and market share (2008)
EMEAwithout
Germany
€1,015M
EMEA
€2,235MGermany
€1,220M
Asia Pacific
#1 in India (16%)Leading position in
China (10%)
€93M
#1 with 32% Market share
Latin America
€300M
#1 in LAM (19%),incl. #1 in ARG (20%),
#2 in BRA (32%)
North America
€300M
#1 in Europe (15%),with leading position
in AUT, BEL, POL, SWZ
Total Revenue: €2,930M
Page 5Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Sustainable value through an Open Communications approach
LifeWorks
Know the future of communications
Open Communications
Communication for the open minded
‘
‘
OpenPath
Our elegant and logical path to
Open Communications
Page 6Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Open Communications
ServicesEcosystem
OpenPath OpenCommunications
VoiceCommunications
MobileCommunications
ITCommunications
The Seven Principles of Open CommunicationsUnified
CommunicationsIT-based
CommunicationsFixed MobileConvenience
Business Process
Integration
Rich User Experience
Business Continuity &
Integrity
Open Service Delivery
Page 7Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The Contact Center Business Environment
Customer satisfaction
Increasing revenue/profit/ROI
Increasing efficiency
Managing costs
Improving quality/reliability
Business Objectives
Maximizing first contact-resolution
Agent productivity
Staff morale and retention
Unreliable and/or disparate solutions
Lack of detailed operational feedback metrics
Business Problems
Page 8Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The Solution
OpenScape Contact Center can address your business challenges by:
Decreasing operating costs with first contact resolutionIncreasing customer satisfaction by allowing customers to choose when and how they want to contact youIncreasing agent and team productivity with presence and collaborationFitting easily within your current IT infrastructure
Page 9Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Multimedia Customer Access
Unified Routingand Reporting
Agent Feedback andProductivity Tools
Presence andCollaboration
TDM IP SIPServices
Integration
Products
Partners Communications Infrastructure
Enhance Customer Satisfaction
Increase Agent Productivity
Lower Operating Costs
Improve Decision Making
OpenScape Contact Center Portfolio
Page 10Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The OpenScape Contact Center Enterprise Difference
Highly Usable, Visual End-User Interfaces
Maximize First-Contact Resolution
Deploy Easily with Reduced Complexity
Page 11Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The Value
Leveraging technology to improve First Contact Resolution can:
Reduce operational costs by up to 30%1
Alleviate up to 60% of customer dissatisfaction2
Increase revenue potential by up to 89%3
OpenScape Contact Center users have specifically benefited:
TASB reduced overall call volumes by 15% through first contact resolutionDMC reduced abandoned call rates to less than 3%DMC increased revenue by 31% in their first month
1), 2), 3) Sources detailed in notes
Page 12Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The Value
Payback on an OpenScape Contact Center solution is typically…
…based on cost savings and increased revenue
8 – 12 months
Page 13Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Rave Reviews
Highly Usable, Visual End-User Interfaces
Maximize First-Contact Resolution
Deploy Easily with Reduced Complexity
"Within OpenScape Contact Center Enterprise's Manager
desktop, the Design Center is the most sophisticated and usable tool we have found for allowing a
business user to easily build sophisticated voice and
multimedia routing strategies using visual drag and drag drop
workflow tools.“
Ed Mier, president of Miercom, an independent product-test center and primary reviewer for
Business Communications Review magazine.
"Enterprises value contact center solutions that support appro-priate levels of functionality and can be quickly and cost-effectively extended with pre-integrated, add-on or third-party
applications.Siemens is providing a com-
ponent-based, certified inte-gration that helps enterprises meet today's customer re-
quirements and opportunities."
Joe Outlaw, principal analyst of contact center solutions with Current Analysis.
"We continue to see the adoption of presence and
collaboration tools in enterprise applications, and for the contact
center, purpose-based presence capabilities are well
aligned with the operational goals of first-contact
resolution, productivity and customer satisfaction."
Drew Kraus, Gartner's Research Director for Contact Center Infrastructure
Page 14Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Recognition and Success
Miercom BCR Awards “Best Call-Flow Design, IP Contact Center”to Siemens OpenScape Contact Center
OpenScape Contact Center Solution Takes Second Place in Network Computing "IP Contact Center Round-up“
June 2005 SAP Pinnacle Award
Page 15Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The business issueLegacy, disparate technology unable to handle call volume
The problem15 contact centers with different technology platformsSimplify citizen access to government services through a single 311 numberAbandon rates of 1,400 calls per day60% of 911 calls were misdirected
The solutionOpenScape Contact Center EnterpriseHiPath 4000 Real-Time IP SystemOpenScape Expressions
The valueIncreased productivity doubled the number of calls handled per monthImproved customer service through a single access point - 311Improved calls answered to 90% within 20 secondsReduced maintenance and service costsMarked improvement in employee productivity and satisfaction
Case Study – City of Minneapolis
Page 16Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Case Study – Detroit Medical Center
The business issuesTurning around a financial crisisCreating effective support services
The problemsPoor customer serviceLosing 50% of callsUnder utilization of equipment
The solutionOpenScape Contact Center solution
The valueIncreased call handling capabilities by 58%Reduction in call abandonment to less than 3%Increase in revenue by 31% in the first monthROI in less than 4 monthsIncreased customer satisfaction
Page 17Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Case Study – EF Education Companies
The business issuesEnd user and customer frustrationHigh staffing costs to provide minimal service
The problemsVery little flexibility in:
Call handlingCall reporting
Difficult and costly to make changesUnfriendly UINo remote agent capabilities
The solutionOpenScape Contact Center solution
The ValueReduced hold times from 10+ minutes to <20 secondsReduced abandoned call rate from 10+% to 2%Reduced customer overflow handling from 75% to 12% Decreased e-mail turnaround time from 12 hours to less than 1 hourIncreased productivity & satisfaction of staff
Page 18Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Case Study – Norisbank AG
The business issuesCustomer Service ImprovementProductivity Enhancement
The problemsInadequate manual call routing functionsInsufficient availability of call centerInefficient telephone service for customers and prospective customers
The SolutionHiPath 4000 with OpenScape Contact Center:Skill-based multimedia routing for incoming calls and e-mailsWorkstation for customer attendance activities integrated into the call center
CreaLog voice portal for:intelligent announcement managementvoice-controlled preliminary qualification for skill-based routingvoicecontrolled attendance (auto attendant), mailboxunified messaging, incl. fax traffic and telephone conference solution
The ValueImproved, sustainable customer serviceIncreased contact availabilityIncreased productivityCost reduction
Page 19Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Next steps: How you can achieve these results
Demo Reference site visit Requirement capture Functional design
OfferIn Depth
Discussions
OpenScape Contact Center
Next Steps
Consult
Design/Build
Support/Manage
Train
Review
Proposal
Support/ Manage
Train
Review Design/Build
ConsultTechnical design Options Fine tuning Configuration
Installation Test
Administration training Agent training
BIS sign off Benefits realization workshop
Page 20Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
In Summary
Available globally in 70 countries and 6 languagesOver 1,600 contact center systems shipped annuallyPatented multimedia skills-based routingUnique “Industry First” integrated presence and collaboration toolsComprehensive Contact Center portfolio and servicesOver a decade of global experience