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The Future of the Contact Center

– Rich Tehrani– President– TMC– www.tmcnet.com

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TMC

33 Year Old Publishing And Trade Show Company

First Magazine in Contact Center and VoIP Space

TMCnet: Top 3,500 Sites in World

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Here Is The Future

VoIP SIP Speech

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Your Future is VoIP

What is it? Regular Voice

Voice over IP

Voice

VoiceVoiceVoiceVoice

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VoIP Benefits:

Cost Remote Agents Distributed Contact Centers Offshoring – Indirect Cost

Savings Single Wire – Easier

Management Knowledge Workers

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Other Benefits:

Wireless Management Presence -- SIP Less Equipment Browser-Based Phones Better Equipment – More

Competition Push-To Talk

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IP Changes Everything

Chat E-mail Voice Video

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How Does Business Benefit?

Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client

or Phone Inexpensive Conferencing

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More Business Benefits:Hosting Becomes Easy

VoIP Allows Agents and Host to be Anywhere – Saves $

Allows Distributed Contact Center and Flexible Business Growth

Reduces Capital Expenditures

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New Business Ideas

Video Kiosks Call-Me Buttons Better Sound Through

Headsets CD Quality Conversations

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Heed Warning Signs

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Heed Warning Signs

Bandwidth IssuesSecurityQoSFind Solid Vendors

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Spam Over Internet Telephony

S P I T

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More Security Issues

Denial Of Service Firewall Issues Customer Data Issues – Be

Careful

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SIP

Device Interoperability System Interoperability Seamless Presence

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SIP Trunks

The Future Of Contact Centers HMP Connections

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Speech

20%+ Can Be Automated Quality Assessment Performance Optimization Rapid Escalation

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Home Agents

Amazing Potential Can Also Be Off Shored

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Ideas

E-Mail Integrate Media – Chat, E-Mail,

etc. Don’t Bounce Customers Don’t Over-Rely On Technology

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Future

Customers Will Become More Empowered

Will See Wait Times Online Will Have Instant Chat Capability Will Schedule Call Backs Online You Want To Be Ahead Of This

Curve Happier Customers

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The End

– Thank You For Attending And Listening And – Thank You Interactive Intelligence/Vonexus For

Inviting Me!

– WWW.TMCNET.COM

– Blog: tehrani.com

» Rich Tehrani» President» TMC» rich@tmcnet.com