Enghouse Interactive Roadshow - Brisbane Customer Slides
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© Enghouse Systems Ltd 2011 Slides from the Enghouse Interactive Road Show
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Transcript of Enghouse Interactive Roadshow - Brisbane Customer Slides
© Enghouse Systems Ltd 2011
Slides from the Enghouse Interactive Road Show
© Enghouse Systems Ltd 2011
An Overview of Enghouse
Toronto Stock Exchange (TSX) under the
symbol "ESL”
APAC
EMEA
NA & SA
Founded in 1984
Annualized revenues $250M+
1200+ employees globally
Market capitalization now over $1B
Organic & Acquired growth
No Debt—Strong cash reserves
Global Operations in 15 countries
© Enghouse Systems Ltd 2011
Customer Communications
Software and Services
Telecommunications and
Utility Networks Software
Transportation Services
and Operations Software
© Enghouse Systems Ltd 2011
Developing Customer Communications and
Interaction Management Software & Services
For Enterprises
For Service
Providers
For Mid Market
Outbound Dialer
Contact Center Suites
IVR Applications
Communications
Portal
Corporate
Directory Solutions
Knowledge
Management Suite
Self Service Applications
Quality
Management
Suite
Call Recording
Workforce
Management
Call Billing and
Accounting
Quality Monitoring
CTI Connect
CTI for CRM
IVR Development
Toolkit
VoiceXML Test
Suite
Integration Tools
Arc Pro Console
for Cisco
Intuition Console
for Avaya
Operator Console
for Microsoft Lync
Operator Consoles
Enghouse Interactive – Communications
Products
© Enghouse Systems Ltd 2011
20052008
2002
20092008
2004
2009
2010
2010
2011
2012
2012
2013
2014
EI – Product Acquisitions & Growth
© Enghouse Systems Ltd 2011
Product Portfolio and Strategy
Management
Reporting & Analytics
AttendantConsole
Self Service
Infrastructure Integration
Application
Inte
gra
tion
Quality
M
anagem
ent
Outb
ound
Conta
ct
Inbound Contact
© Enghouse Systems Ltd 2011
Customers don’t want cloud - they want the outcomes of cloud;
– agility, life cycle flexibility, and to manage costs
The most common driving force behind cloud procurement is to obtain operational savings.
(US survey – 61% of cloud buyers)
Cloud is a delivery method, not a solution
– value still needs to be articulated i.e. how will this help me serve my customers better?
Majority of pure Cloud Contact vendors are losing money
– No contracted, permanent revenue stream, high customer churn rates
Cloud Contact Centres will be a market segment, not a market revolution
Cloud Contact Centres – Trend or Fad?
© Enghouse Systems Ltd 2011
EICC (Zeacom) Subscription Pricing Model
Partner Hosted instance of EICC (Zeacom)
application
Amortisation of existing capex based-pricing
Sold to partner on a monthly, per agent,
subscription price.
Includes monthly Maintenance costs
Contracted minimum term
Additional expansions and add-ons are co-
termed
Available also for other Enghouse products
such as QMS, KMS
© Enghouse Systems Ltd 2011
Customer Interview
Rod Flaherty
- Customer Service Manager; Health World Ltd
Michael Petruccelli
- National Sales Manager; Enghouse Interactive
© Enghouse Systems Ltd 2011
Enghouse Interactive
Solutions & Portfolio
© Enghouse Systems Ltd 2011
In your Business, Who Handles Customer
Communications?
The Receptionistor Operator
The Help Desk
Sales
Customer Service
Finance andCollections
© Enghouse Systems Ltd 2011
Manager
Agent
Customer
Recording, Evaluation
& Coaching with
Quality Management Suite
Self-Service & Scripted
Knowledge Management
with SmartSupport
Complete Contact Centre
Management with
Communications Centre
A Rich Portfolio for Great Contact Centre
Communications
Automated Outbound
with Dialer options
Ensuring Quality
with Speech Analytics
© Enghouse Systems Ltd 2011
Knowledge Management Suite
Enabling customer self-service
– Web-based, knowledge management portal(s)
– Online free-text searching and navigation
– Community Forums, for peer-to-peer information
sharing
– Article ratings, ROI and optimization tools
– Availability of live assistance, integrated to
Communications Center
Agent knowledge-enabled productivity
– Ability to script the agent-customer interaction
– Most popular articles prioritized and highlighted
– Case-based reasoning for complex issue handling
– Tools for easy article or workflow modification
© Enghouse Systems Ltd 2011
Quality Management Suite
Business needs based recording
– 100% recording to meet compliance or legal
regulations
– Selective or on-demand recording for quality reviews
– Support for PCI-DSS or HIPAA compliance to
screen out private information
– Options to record and synchronize desktop activity
for multi-channel communication, CRM/ERP usage,
etc.
– Lookup of recordings by agent, queue, timeframe,
customer, or other optional “flags”
Agent evaluation and coaching
– Flexible, configurable evaluation templates and
scores
– Ability to tie portions of recording to scores
– Reporting and analytics on overall scores
– Ability to coach and improve agents
© Enghouse Systems Ltd 2011
Speech Analytics and Vocal Coaching
Real-time or recorded call speech analysis
– Analysis of agent and customer speech; supports
multiple languages and dialects
– Ability to detect spoken words and phrases – can
be used to keep agents on script, detect improper
speech
– Detection of stress levels and speech clarity – can
be used to identify issues with customers
– Ability to analyze live calls or recorded calls
Tools for coaching and historical analysis
– Reporting on speech analysis of entire campaigns
– Vocal Coach tool keeps agents on script in real-
time
– Soft Evaluators report on volume, clarity, stress,
speech ratios and cross-talk, and other criteria
© Enghouse Systems Ltd 2011
… connected together in
a single, unified framework
A Rich Portfolio for Great Contact Centre
Communications
QMS KMS CRMRecentQueues
© Enghouse Systems Ltd 2011
Arc Pro – Attendant Console for Cisco
Environments
Queues window with colour
tag per operator login
Calls active
My/co-
worker Parked
calls
Calls in current queue
Cisco IP Phone status
Busy Lamp Field (BLF) including Jabber softphone
Tabs with sub-sets of
the full directoryFully customisable directory
display means more information is available at a glance. Uses
colour coding and variable icon sizes
Live presence preview
including Cisco CUP, Jabber, Microsoft Lync,
Exchange calendars and alternate contacts
or personal assistants
Notes now have their
own space (resizable). Notes colour is shown
here too
Contact preview pane
(can be turned off)
See all fields for current
selected contact at a glance – configurable.
Double click on actionable fields like E-
mail, Telephone number
Calls &
messages
returning to
console
Speed
Dials local to
this operator
Absence
details for this
contact
© Enghouse Systems Ltd 2011
Enghouse Interactive
Roadmap & Vision
NB: Please contact your Channel Manager to receive the detailed
product roadmap slides that were presented on the day.
© Enghouse Systems Ltd 2011
Goals of the EICC Product Strategy
New MarketsLarger Deployments (Lync, etc.), Non-English-Language Markets (Latin America, Europe)
ExtensibilityEI portfolio integration, TouchPoint extensibility, Enabling advanced services, Reducing
functional limitations
Innovation in Key AreasUser Interface, Omni-Channel Communication, Customer Collaboration, Analytics
Reliability & Lower Cost of OwnershipRedundancy & Multi-Site, Ease of Deployment, Supportability
© Enghouse Systems Ltd 2011
Adopting an 8-Month Release Cycle
– And a new naming convention: EICC 2015, EICC 2016, …
Integration Alignment with Other Products in Enghouse Portfolio
– QMS, CP, IT Sonix, CTI for CRM, etc.
– Tighter integration over time (user, admin, reporting)
EICC Release Cadence
2015 2016 2017
8.1
EICC2016
EICC2018
EICC2015
EICC2017
© Enghouse Systems Ltd 2011
A new Operator Console for all EICC-supported PBXs …
• A “gamification-style” UI – interactions age and move as they are routed/handled
• “Google-style” directory searches, with presence, top-10/favorites, AD integration
• Full-featured call control – hold, park, transfer, conference, pull-back, etc.
What’s New in EICC?
New Media Channels & Analytics in TouchPoint …
• Lync IM queuing and media escalation
• SMS queuing, with session control and chat-style interface
• Drill-down metrics on agents, queues, etc.
© Enghouse Systems Ltd 2011
No cost for the software licenses for those areas being tested
Priority services & support coverage
Access to pre-release versions of new products
A dedicated Beta Account Manager who will:
– Consult on a routine basis on progress and to ensure success
– Answer any questions around the product / functionality
Access to Product Management for discussions on current and future functionality
Benefits to Being a Beta Customer
© Enghouse Systems Ltd 2011
Free Microsoft Surface Tablet Pro 3
Customers who successfully complete the beta program keep their free
Surface Pro 3 tablet
– The tablet is provided from commencement for use during the beta
– TouchPoint can be installed for supervisors using the tablet
Empower the supervisors with mobility
– New contact center KPIs and alerting in EICC 2015
– Queue mode control direct from the surface tablet
– Agent monitoring, whisper coaching and intrude
• Whisper coaching is PBX platform dependent
© Enghouse Systems Ltd 2011
EICC 8.1
Dec 2014 EICC 2015 9.0Aug 2015
EICC 2015 – Beta Pack
High-Level Release Schedule
From 8.1, an 8mth release cycle for major releases applies
Beta Window
22 June – 1 Aug
All beta site prerequisites must be in by June 12
© Enghouse Systems Ltd 2011
Enghouse Interactive
Advanced Services
© Enghouse Systems Ltd 2011
The automation of processes within a business
– reduces costs
– saves time
– provides superior customer service
– gives you a competitive advantage
Advanced Services - Overview
Advanced Services Provide Solutions to
EICC Customers to Enable Automation of
Processes within their Business
© Enghouse Systems Ltd 2011
Some examples of customised solutions that the Advanced Services team can provide are:
– screenpop and dial functionality from your CRM application
– enhanced routing capabilities based on data in your business database
– automate the provision of information from an IVR (Interactive Voice Response)
– automated outbound notifications (voice, email, sms)
– integration of different systems within the business
• EICC Voice Recorder
• EICC Workforce Management
Advanced Services - Solutions
© Enghouse Systems Ltd 2011
The Advanced Services team have had experience
integrating many applications to the EICC product
The team consisting of solution analysts, software
developers and QA testing personnel are based in
Auckland
Our SAP integration is certified with SAP
We have experience with various technologies
including Speech Recognition and Text To Speech
The Virtual Assistant is an Enghouse product
combining both these technologies to provide
automated call handling for businesses
Advanced Services - Expertise
© Enghouse Systems Ltd 2011
Spotlight is Australia’s largest fabric, craft and home interiors operator with over one hundred stores across Australia, New Zealand and Asia, comprising hundreds of brands and thousands of products
Enghouse provided Spotlight with an IVR system to allow callers to find their closest Spotlight store and also to automate the process of customers calling for quotes
The store locator solution provides store location and opening hours information. It uses Nuance Text-To-Speech to read out the Spotlight store’s address
A combination of DTMF and voice recording allows the requests for quotes to be processed quickly and more accurately. Previously agents had to play voice messages over and over to hear important information
Advanced Services - Customer
© Enghouse Systems Ltd 2011
DTZ is a global leader in property services.
Enghouse provided DTZ with an IVR system to allow their contractors to
call in while on-site to register job status
The IVR
– Automates the DTZ central database update process
– Speech Recognition allows the contractors to easily provide job information
– Increases the efficiency of the billing process
– Screenpops the call information to the Contact Center agents within the EICC
Desktop application
Advanced Services - Customer
© Enghouse Systems Ltd 2011
IVR Self-Service vs. Live Phone Agent
Respondents state that the average
cost of a telephony self-service
session is…
$5.84
95¢
The average cost of a live telephone call
varies considerably, but has a mean
average of…
6 IVR Calls = 1 Agent Call
*Contact Babel – Decision Maker’s Guide 2014
© Enghouse Systems Ltd 2011
Advanced Services – Post Call Survey
Survey your Customers
after their contact with
your Company
•Phone
•Chat
© Enghouse Systems Ltd 2011
Gartner: Areas of Enterprise Technology
Investment Next 5 Years
© Enghouse Systems Ltd 2011
Thank You and Rock On!
