trends in the next generation contact center-original
DESCRIPTION
Call Center 2.0 show, San Diego 2006TRANSCRIPT
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