A Minha MúsicaInnovation/Concept Idea

15th of February 2002

Innovation and Technology Transfer

Ana Sofia Mascarenhas

Anabela Piedade

Nuno David

M. Sc. On Engineering Policy and Management of Technology

“By year-end 2001, enterprises will receive more than 25 % of their inquiries through the Web and Internet.”

Gartner Group

$ 5 $ 23

$ 102

$ 228

$ 329

$ 419

1997 1998 1999 2000 2001 2002

($ in millions)

“By 2001, with 25% of all customer contacts through the Internet, Email and Web forms, enterprises that do not support customer preference for communications channel will fail by 2003 (70% probability)”

Gartner Group

“In 2001 50% of the US Population will be using Email generating 500 million messages per day. 10 % of these (50 Million) will be product inquiry or customer service related.”

Forrester Research

Source: Gartner Group.1999

Market Conditions and Growth

Unifying channels

The enterprise will provide several touch-points to customers.

AMMS will unify the customer view.

Assisted

Self

Telephone Internet

I VRI VR

WebWebSelf-ServiceSelf-Service

E-mail/ChatE-mail/ChatWeb CollaborationWeb Collaboration

Call CentreCall Centre

AMMSAMMS

Internet

Ethernet

IVR

AMMSDAL

WWWLogistic

S

Radio XPTO

DALAMMdb

Urgent Delivery(EMS Postlog)

MusicalProducer(APA?)

Local distribution(Pingo Doce Online)

CD Distributer(Valentim Carvalho)

Contact center(Plurimarketing)

Switch

Global System Architecture

Lisboa

PSTN

IPIP switch

Madrid

PSTN

IP switch

IVR

VoIP IVR