mitel's contact center mission: improving the customer...

Mitel's Contact Center Mission:

Improving the Customer Experience

Todd Simons, Director Solutions Marketing

#missioncritical

© Copyright 2013 Mitel Networks Limited

WHY SELL MiCONTACT CENTER? TWICE THE REVENUE!

MiCONTACT CENTER SOLUTIONS SOLID FY13 GROWTH

•Net Contact Center Revenue up 33%

•Average Revenue per seat up 17%

•Contact Center Agent seats up 4%

•Resilient agent attach rate up from

65% to 79%

•Average CC seat size now at 55 agents

•CC Services in Enterprise average 30%-

40%

•~15% of Mitel mid market revenue is

linked to contact centers


CONTACT CENTER MARKET TRENDS

• Paradigm shift from cost centers to revenue generators

• Generation Y’ers and Millennials are forcing enterprises

to change the way they conduct business

• Social Media has become a service channel as a result of

customer uptake

• Outbound technology being repurposed

• Demand for Unified Suites

• Adoption of CCaaS

Virtualization

Social Media

Customer Care

WEBrtc Desktop

UC & Presence

Integration

Workforce

Optimization

Self Service

Voice Portal

Multichannel

Routing/reporting

Outbound

Alert &

Notification


THE EVOLVING CONTACT CENTER

ContactBabel - The Evolution on the

Multi-Channel Contact Center – 2012

Report

PREVIEW MiCONTACT CENTER ROADMAP

DELIVER NEXT

GENERATION

MULTICHANNEL AND

SOCIAL MEDIA

INTEGRATION

ENHANCE UNIFIED

SUITE INCLUDING

OUTBOUND & WFO

EXTEND CONTACT

CENTER UC

INTEGRATION

LEAD IN CLOUD

CONTACT CENTER

AND

DESKTOP

VIRTUALIZATION

http://www.noetica.com/

NEXT GEN MULTICHANNEL: MiCONTACT CENTER R7


COMPREHENSIVE REPORTING & REAL TIME MONITORING

• Comprehensive reports for all media types

• UI refresh and graphing of data for all media

UNIFIED MULTICHANNEL QUEUE

• View all interactions in a single unified visual interface

• “Push” and “Pull” routing



COMPLETE USER INTERFACE REFRESH

• New and modern Client User

Interface based on Windows 8

“Metro” look and feel

SUPERVISOR CLIENT TABLET SUPPORT

• Enhanced supervisor mobility

• Client statistics in real time

• Native Windows 8 Tablet support

• VMware View support for Apple iOS,

Android tablets


VISUAL WORKFLOW DESIGNER

EMAIL SYSTEM AGNOSTIC

• Microsoft Exchange 2007/2010/2013

• Office 365

• Gmail

SOCIAL MEDIA: MiCONTACT CENTER R7

Customer

Contact Channel

Fax Social

Email Chat

Phone SMS

•Social media monitoring integration available in conjunction with Multimedia Contact Center

•NEW Two new integration partners:

Nielsen Online

Consumers spend more time on social

networks than on any other category of web

sites - roughly 20% of their total online

time on PC’s and 30% of their time on

mobiles.

•Attractive entry level price points

http://www.trackur.com/

http://www.imooty.eu/

WEB CHAT ENHANCEMENTS: MiCONTACT CENTER R7

•New “Contact Us!” tab docks to web page as customer surfs

•New “Expected wait time” statistic can be displayed beside

each contact method

OUTBOUND CONTACT CENTER: MiCONTACT CENTER R7

• Offered by Noetica (MSA partner)

• A complete, integrated outbound

strategy management suite

• Sophisticated patented dialer

capabilities

• Predictive, Preview, Progressive,

Power dialing modes

• Blended with inbound, email & chat

• Dynamic campaign management

• Intuitive Agent Call Scripting

engine

Two Cloud Contact Center Offerings:

•MiContact Center Cloud-ready software stream for

virtualized, premise based, and public/private/hybrid

cloud deployments

•Same software stream as premise-based offer

•Targeted at the Mid-Market

PREVIEW MiCONTACT CENTER

CLOUD CONTACT CENTER SUITE

•NEW LiveOPS OEM delivers

scalable cloud-based solution

with 3rd party PBX support

•Coming Soon!

PREVIEW MiCONTACT CENTER

WORKFORCE OPTIMIZATION SUITE

•Offers sophisticated WFO capabilities for improving

operational efficiencies

•Agent Scorecarding and Evaluation modules

•Call logging and Quality Monitoring

• Voice and PC screen capture

•Speech Analytics

•Improved Silent monitor and

Whisper Coach

•Coming in CY2014 I’m very sorry

our product was

defective and

you are unhappy

with your

purchase. I

will process

your refund

today.

PREVIEW MiCONTACT CENTER R8.0

UC ENTERPRISE PRESENCE INTEGRATION

•CC integration with Mitel

Unified Communicator Advanced

•Instant real-time presence of

knowledge workers

•Access subject matter experts

outside the contact center

•Improve customer service with

increased “1st Call Resolution”

•PREVIEW - Coming – Q2CY14 Customer Service

General Business Employees XYZ Product

Expert

Marketing Managers

Technical Staff

IT Managers

XYZ Company Federated

ACME Company Federated

Public IM Connected

Product Managers

ACME Product Expert

AOL Yahoo Messenger

Windows Live Messenger

ACME Product Expert

MiCONTACT CENTER FOR MICROSOFT LYNC

• Built natively on the Microsoft

Lync Server call control API’s and

Lync desktop client

• Offers more sophisticated

functionality than Microsoft

Response Groups without the cost

and complexity of stand-alone

contact center solutions.

• Familiar Microsoft Office tools and

look-and-feel make it easy and

quick to learn.

• Recognized by Microsoft as a Lync

Qualified contact center solution


Positioning


is the right solution for customers

that:

• Are deploying Lync Server 2010 or 2013

Enterprise Voice

• Use Lync client on employee desktops

• Require a more feature-rich ACD and

reporting solution than the standard

Microsoft Response Groups

• Have 1 to 200 concurrent agents

Available to Mitel Partners who have

attained the Microsoft Silver or Gold

Communications Competency

MiCONTACT CENTER SOLUTION POSITIONING

CC Size

50 agents 1000 agents

Sophistication

200 agents

Basic

Advanced

Intermediate

MiContact Center Enterprise

• Full ACD

• Single or Multi Node

MiVoice Business

MiContact Center Business

• Single MiVoice Business

• Full ACD MiContact Center for Microsoft Lync

Lync 2013

MiContact Center WorkGroup

• Preview – Coming 1HCY14

• Single or Multi Node MiVoice

Business

• ACD Express MiContact Center Office

MiVoice Office


Todd Simons, Director Solutions Marketing

[email protected]

Visit mitel.com for more info

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#missioncritical

mitel's contact center mission: improving the customer...

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