pushkar 2btaneja concerto
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8/4/2019 Pushkar 2BTaneja Concerto
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2004 Concerto Software, Inc. All rights reserved.
Contact Centre Solutions
Outbound Technologies for Call Centres
Pushkar TanejaDirector, Channel Development
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Agenda
Company Profile
Business Drivers
Why Automated Dialing
Business Benefits
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Concerto Software Overview
Founded in 1981
Founder of Predictive Dialling
(Davox) and ACDs (Rockwell)1000+ employees
Global sales & supportinfrastructure
Strong partnerships withleading technology providersand distribution channels
Concerto Software is a proven provider of Customer Interaction
Management (CIM) solutions that help companies more effectivelymanage customer interactions via Voice, Fax, eMail and the Web.
Corporate Headquarters,
WestfordMassachusetts, USA
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$4.2 Billion in committed capital
Specializes in growth equityinvestments in informationtechnology
25+ years of private equityexperience
More than 60 transaction closings;more than a dozen IPOs
Funded more than 350 companies Help innovators exploit new
business opportunities andanticipate trends through long-term relationships that endure thechanging economic landscape
Our Investors
Concerto is backed by tech-savvyinvestors with $4.7B in capital
$750 Million in committed capital Specializes in growth equity
investments in informationtechnology
40+ years of private equityexperience
More than 60 transaction closings;more than a dozen IPOs
Most active investor in softwareover last 2 years
10 software companies aggregating$600m+ in revenue
Add value by working closely withmanagement
Partner long term with world-class
management teams to enhance acompanys value
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Unprecedented Two-Time AwardWinner
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World Leader in Predictive Dialer
More than +1,800 customers in 45 countries
Owner of 100+ call center patents, 160 patents pending World Leade of Predictive Dialer for multiple Call Centre related
aplications in the world!
CitiBank Amex
Bank One Standard Chartered Bank DBS
Bank of America Chase
First Union HSBC US Bank
Citigroup
Bank of America Chase Bank One J. P. Morgan
First Union
Wells Fargo Washington Mutual Bank of America SunTrust
IN APAC CONCERTO HAS 48%MARKET SHARE for PredictiveDiallers
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Business Drivers
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Call Center: Business Drivers
Reduce the cost of doing business Maximize agent productivity
Manage resources effectively
Increase revenues Increase customer satisfaction & loyalty
Generate new business revenue
Conduct market intelligence & analysis
Protect or enhance existing business revenue
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Reducing Cost of Doing Business
Maximizing agent productivity Shifting work from higher cost personnel to the contact
center Reduces labor costs
Streamlining contact center processes Agents can handle more calls
Eliminating agent idle times Agents can handle more calls
Centralization of agents
Optimize agent pool, reduces labor costs Work flow management
Optimize agent pool, reduces labor costs
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Reducing Cost of Doing Business
Manage resources effectively Centralization of centers/ offices
Saves costs is relation to facilities, personnel, etc.
Cross train agents Reduces call transfers & improves 1st call resolutions
Integrated reporting Improves data on agent efficiency rates
Blending
Optimizes agent pool Contact centers are not static
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Increase Revenues
Increase customer satisfaction & loyalty
Customer satisfaction with the agent interaction is criticalto the revenue generated by the contact center Accomplished via technology and agent training
Successful contact centers are customer focused andservice oriented
1 Richard F. Gerson, Ph.D., Beyond Customer Service
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Horizontal Applications Customer Service
Collections
Telemarketing
Order Processing
Reservations
Help Desk
Call Center Applications
Vertical Applications Banking
Outsourcing
Telecommunications
Utilities
Airlines
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Outbound Contact Centers
Outbound calling mission Call volumes
Type of outbound calling (e.g. Preview, Predictive) Connect rates vs. right party contact rates
Time spent on phone more productive
Better manage tasks associated with a call
Calls queued by statistical averages
Increased efficiency through delivery of voice and data
Improved overall contact management
Agent requirements Scripting/ Automation
Reporting requirements
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Why Predictive/Automated Dialing
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Why Managed/Predictive Dialling?
Competitive Advantage
Provide Superior Customer Service
Technology To Increase Revenue
Technology to Reduce Labor Cost
Call Centres MUST HAVE..
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Manual Dialling Challenge
Review
Record6
8 9
0 #
1
4
*
7
2 3
5
DIAL
No
AnswerBusy
Answer
Machine
Operator
Interrupt
Update
Record
Wrong
Person
Connect
Right
Person
AGENT
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Problems with Manual Dialing
?Wait/Ring Dial
Disconnect
Busy
AnsweringMachine
NoAnswer
LiveContact
12-15 Minutes/Hour
Productive Time
LiveContact
Busy
Dial
Ans.Machine
Disconnect NoAnswer
Wait (Ring)
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Predictive Dialing Process
?Wait/Ring Dial Disconnect
Busy
AnsweringMachine
NoAnswer
Live Contact
45-52 Minutes/Hour
Productive Time
~400% Improvement
Live Contact
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Agent Activity in aManual Environment
Agent Activity in anAutomated Environment
Dialing/
Waiting/
Administrative
Customer
Contact
CustomerContact
OtherDuties
Predictive Dialling Benefit
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Increase in Revenues
Generate new business revenue Tactical missions
Strategic missions Cross-selling & up-selling
Conduct market intelligence & analysis Identify needs for new products
Determine buying patterns
Protect or enhance existing business revenue Customer retention
Handle complaints
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Contact Center ApplicationsPredictive Dialing
A good predictive dialing system allows the clientto up-sell products to end-customers, and forms aportion of the overall customer service value chain
Good vertical market opportunities include
Outsourcing Government
Travel & Tourism
Manufacturing
In Asia-Pacific, predictive dialers have beenrapidly adopted in large outsourcing markets,including India, Philippines, Malaysia and China
Source: Datamonitor; The Asia Pacific Contact Center Market; April 2004
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SUMMARY OF BENEFITS
Addresses actual BUSINESS PROCESS
Enables BUSINESS OWNERS to develop customizedbusiness strategies
Enables BUSINESS OWNERS to monitor, measureand refine campaign strategies to achievemaximum efficiencies
Enables BUSINESS OWNERS to view and analyzeoperational performance data and correlate to keyBUSINESS METRICS
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Thank YouQuestions?
www.concerto.com
For further Inquiries, Please contact
Eveready Communications (Pvt.) Ltd.
Tel: (92-21) 2634817-18-20
E-mail: eveready@cyber.net.pk
http://www.concerto.com/http://www.concerto.com/
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