leveraging uc to optimize the customer experience (uc-03) unified communications impact on unified...
TRANSCRIPT
Leveraging UC to Optimize the Customer Experience
(UC-03)Unified Communications Impact on Unified Desktop, First Contact Resolution & Other Moving Parts
Presented by John Kelly, RVP Sales, Altitude Software
[email protected] (847) 207-8510 www.altitude.com
Altitude Software is an independent contact center
software suite provider that delivers unified
interaction solutions that are rapidly deployed
independent of platforms with a solid ROI
Topics Covered
UC Tools for Presence & Awareness
Unified Desktop & UC
What’s in it for me? Unified Desktops
UC Impact for First Contact Resolution
Impact of UC on Contact Center Moving Parts
How does UC fit into the Contact Center
UC Tools For Collaboration & Awareness
ChatPresence
WebCollaboration
Unified Desktops & UC
“…smart desktops, intelligent desktops, universal desktops, and unified desktops.(...)
products that seek to condense required contact processing information onto a single
desktop application and organize the sequencing of screens to coincide with workflow .”
Pelorus Group
WIFM? – Unified DesktopsAgents• Saves time logging in and out of applications; no “slow screens”• Customer information and knowledge is accessible; listen to callers• Pre-defined workflows matches resources with needs dynamically• Provides agents the tools to enhance job satisfaction
IT team• Lower training and maintenance costs• Quicker deployment of new positions and applications• Ability to provide a better support for both in-house and remote
agents
Customers• Consistent service quality across all media channels• No need to repeat the story over again• Improved first contact resolution• Acceptable handle time
UC Impact on First Contact Resolution
“In the caller’s opinion the question or issue that prompted the initial query was fully resolved with the initial interaction.”
Pelorus Group
Impact of UC on the CC Moving Parts
vCentral
Repository
uInputData yBusiness
Applications
wConfiguration
x Operational usage
WFM
CRM
ERP
DW
How Does “UC” Fit Into The “CC”
• Presence and awareness are already included in the ACD since the beginning
– Do you add more ACD licenses for knowledge workers?
– Do you use off-the-shelf IM applications that extend a life line?
• IM applications allow skill grouping and show presence; but presence is not guaranteed
• Formal contact centers (over 80 calls per agent) watch every second
– Agents handle repetitive transactions; good desktop workflow and knowledge management have more of an impact than a “life line”
– What is the trade-off between FCR and AHT?
– What happens to FTE requirements?
How Does “UC” Fit Into The “CC”
• The IP paradigm shift (end points vs. phones) supports centralized technology with decentralized workforce creating more informal contact centers
– Less repetition of transactions requires more access to knowledge
– First Contact Resolution may require finding a SME
– Can your ACD system and Unified Desktop find a SME using IM and conference them in? Can you report on it?
• What about IM applications being the source of the contact?
– Can you take and make interactions using your routing and workflow tools?
– Is your unified desktop ready to manage the interactions while capturing history for reporting?
Thank You!
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John Kelly
Regional Sales Vice President
Altitude Software
(847) 207-8510