Jan Webinar Call Center Components
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Transcript of Jan Webinar Call Center Components
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Telecom
InnovatorsWeb Sem inarSeries
Cal l Cent er Com ponent s:IVR, Dialers , Conferenc ing
January 7, 2004
Keith WomackProduct ManagerEPOS Corporation
Norman TyrrellSr. Marketing Mgr.NMS Communications
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Slide 4
TelecomInnovators
Web SeminarSeriesAgenda
NMS Overview
Building Call Center Solutions 1st in a series
Market Drivers Technology and Business
Contact Center Developers Challenge
EPOS overview
IVR and Automating the Call Center
Integrating the Call Center
The Role of Speech
Q&A
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Slide 5
TelecomInnovators
Web SeminarSeriesBui ld ing Cal l Cent er Solut ions
First of a series of web events focused on thecontact center
Web Seminars
February 4th Speech Enabling Your Application March 3rd Migrating the Call Center to IP
Watch for upcoming events!
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Slide 6
TelecomInnovators
Web SeminarSeries
NMS at a Glanc e
Founded in 1983, publicly traded since l994
2002 revenues of $102 Million 300+ employees
120+ in product development
100+ in field, support
Products deployed in 90 countries
Product Development
Sales & SE support
Channel Partners Headquarters
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Slide 7
TelecomInnovators
Web SeminarSeriesAbout NMS Com m unic at ions
Leading provider of systems, system building blocks, andservices for next-generation communications solutions
With a focus on wireless, voice-driven applications, andpacket infrastructure markets
History of creating value for communications solutioninnovators equipment suppliers, applicationdevelopers and service providers based on
NMS-built technologies and services Strategic relationships with technology partners
Industry-leading supply chain and integration partnerships
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Slide 8
TelecomInnovators
Web SeminarSeries
CTI Server
SwitchACD
PSTN
IVR Server
Customer
Agent nAgent 2Agent 1
Data
Voice
CTI Monitor/Control Link
Basic Elem ent s o f a Connected
Cal l Cent er
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Slide 9
TelecomInnovators
Web SeminarSeries
Cont ac t Cent er
Business Chal lenges
Improve customer service
Increase productivity
Maximize flexibility
Reduce operational costs
All at the same time
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Slide 10
TelecomInnovators
Web SeminarSeriesSom e Mark et Dr ivers
Technology and business disruptions
Spending shift towards technologies thatimprove existing investments
Outbound calling remaining stable Conferencing technologies key for monitoring
and logging
Increasing importance of self-servicetechnologies
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Slide 11
TelecomInnovators
Web SeminarSeries
Cont ac t Cent ers : B ig and Grow ing10% annua l agent g row t h expec t ed in Nort h Am er ic a t hough 2006
Technological Disruptions Voice Over IP
Speech-enabled self-service
Multi-modal communications
Changes in hosting environment and bundledIP voice services require next generation platforms.
Business Disruptions
Emergence of hosted contact centers
Shift to CRM vendors, away from
PBX/ACD vendors
Servi
ce
Environm
entApp
lications
Impl
ementer/
Inte
grator
Service
Provider
Contact Center
Whole Product
Service
Platform
SpeechAutomation
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Slide 12
TelecomInnovators
Web SeminarSeries
Out bound Cal l ing Rem ains
Stable
Outbound dialing accounts for about 20% of totalcall volumes for call centers
Traditional telemarketing is under pressure from
poor performance and increased regulations But other forms of outbound calling are on the
increase
Debt collection
Proactive service calls
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Slide 13
TelecomInnovators
Web SeminarSeries
Conferenc ing and Moni t or ing
Tec hno log ies Im por t ant
Beyond usual coaching and supervisorassistance
Conferencing technologies key for monitoring
and logging Driven by requirements of improved customer service
Fraud management
Voice security and law enforcements
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Slide 14
TelecomInnovators
Web SeminarSeries
Cont ac t Cent er Spending Shi f t s : L ike l ihood o f im p lem enta t ion
Source: Datamonitor, 2003
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Slide 15
TelecomInnovators
Web SeminarSeries
Custom er In t e rac t ion Today
Contact channel options
Phone Postal mail, fax
E-mail
Text Chat
Web Collaboration VoIP
Handheld devices
From the call center to the contact center.
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Slide 16
TelecomInnovators
Web SeminarSeries
Nex t Genera t ion Cont ac t
Cent er Chal l enges
Seamlessly combines human and informationresources
Incorporates web-based customer service
Multimedia contact management E-commerce ready
Works on either circuit-switched or IP
infrastructure
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Slide 17
TelecomInnovators
Web SeminarSeries
The Developer s Chal l enge :
So lu t i on Requ irem ent s
An application infrastructure that works acrossboth VoIP and existing TDM network
Seamless integration and consolidation of all
customer touch points, including IVR, contactcenter, predictive dialing, and voice messaging
Full-featured conferencing, echo cancellation,and barge-in for support of agent
monitoring/training and transaction logging
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Slide 18
TelecomInnovators
Web SeminarSeries
The Developer s Chal l enge :
So lu t i on Requ irem ent s
Scalable application model, allowingapplications to be built and easily support bothsmall and large configurations withoutsignificant changes
Hardware and operating system independence,making applications more portable, work withresource technologies from a variety of vendors
Native support for automated speechrecognition engines supplied by the recognizedleaders in the ASR industry
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Slide 19
TelecomInnovators
Web SeminarSeries
Work w i th anEx per ienc ed Par t ner -- NMS
Comprehensive product framework forvoice, data, and video services
Deploy rich applications everywhere
any market, any network, any transport Open interfaces, industry standards,
COTS, IT-certified
Delivered through world-class partnersand supply chain, backed by the bestdeveloper support
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TelecomInnovators
Web Sem inarSeries
The Connec t ed Cal l Cent er
Keith Womack
Product Manager
EPOS Corporation
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Slide 21
TelecomInnovators
Web SeminarSeriesAbout EPOS
Headquartered in Auburn, Alabama Locations in Georgia, California, Florida & Virginia
Founded in 1982
90 employees Over 3,000 installations worldwide
Focus markets: Higher Education, Human Resources, Utilities,
Government, & Order Entry-Fulfillment Nine (9) states rely on EPOS at some point in their call
centers
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Slide 22
TelecomInnovators
Web SeminarSeriesEPOS Produc t s
FirstLine Encore Speech-enabled IVR platform
Strong mainframe & database integration
ScriptExpress
Speech application development tool
Integrated application integration & debugger
Call Center Director
Bolt-on call center integration system
Provides call control and screen-pop to agentsdesktops
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Slide 23
TelecomInnovators
Web SeminarSeriesWhy Aut om at e Cal l Cent ers?
Customer (92% of customer interactions by phone1) Improved access to information
Reduced delays in retrieving information
Improved service
Agent Elimination of mundane tasks
More time to handle calls & meet objectives
Company Better service & access to consistent information
Manageable solution
Reduced turnover
Reduced costs (from $15 to $5.50 or less per call2)
1 Gartner, 2 Harris Interactive
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Slide 24
TelecomInnovators
Web SeminarSeries
The Role of IVR in t he
ConnectedCal l Cent er
Collect information Reduces toll on agents by collecting mundane
information
Call Routing IVR provides a method for determining needs of caller
to more efficiently route the caller
Reduce Costs
IVR is an efficient, cost-effective way to collect data Fulfill applicable requests
Some requests can be best handled by IVR
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Slide 25
TelecomInnovators
Web SeminarSeries
Leve ls o f Ca l l Cent er Aut om at ion
Screen pop to agent
Speech-enabled intelligentrouting
Intelligent call routing
Menu-driven routing
Simple queue-based routing
Abbreviated version
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Slide 26
TelecomInnovators
Web SeminarSeries
In t egrat ing t he Cal l Cent er
Telephony In t egra t ions
Call transfer to skills-based routing Switch integration
Call wait times
Queue management
Call control
Integration Standards CSTA (Computer-Supported Telephony Application)
TAPI (Telephony Application Programming Interface)
Vendor-specific protocols
Meridian Link, ASAI Link, etc.
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Slide 27
TelecomInnovators
Web SeminarSeries
In t egrat ing t he Cal l Cent er
Bac k -end Sys t em In t egra t ions
Retrieval of customer information Within the IVR system
For presentment to the agent
Skills-based routing Based on caller input
Based on information-on-file
Screen-pop to the Agents Desktop
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Slide 28
TelecomInnovators
Web SeminarSeries
In t egrat ing t he Cal l Cent er
Connec t ing t he Agent
Screen-pops benefit everyone Agent more efficient, better able to assist caller
Customer no need to repeat information
Company happier agents & customers, reduced calltimes, reduced wait times
What can be popped?
Caller information (based on input or ANI)
Subject information (based on DNIS or place in IVR) Any information provided by caller or that can be
determined about the caller
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Slide 29
TelecomInnovators
Web SeminarSeries
The Role of Speec h
Natural Language Speech Recognition (NLSR) haschanged the landscape of IVR deployments
Speaker verification provides a very secure method ofverifying a persons identity PINs can be lost or stolen
Benefits Higher quality image Easier to navigate Reduces call times More accepted by users
Remember some things still work better with DTMF PIN, ZIP Code, & some all numeric entries DTMF is faster to process, can be more accurate
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Slide 30
TelecomInnovators
Web SeminarSeriesWhy Part ner Wit h NMS?
Producing telephony hardware was painful Required us to project needs 12-18 months in the future
High inventory & personnel costs associated with inventoryproduction & storage
Difficult to support international expansion 2-3 developers devoted to hardware integration
Provides framework for integrating speech recognitionfrom multiple vendors
Allowed us to focus on our targets
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Slide 31
TelecomInnovators
Web SeminarSeries
Please take a moment now to
complete our short survey,while we start the Q & A
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Slide 32
TelecomInnovators
Web SeminarSeries
Thank You!
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Slide 33
TelecomInnovators
Web SeminarSeries
For m ore in form at ion
Contact NMS Norman Tyrrell + 508 271 1289
EPOS Keith Womack + 334 321 3767
February 4, 2004 Web Seminar Speech EnablingYour IVR Application with Scansoft
Register now at www.nmscommunications.com