customer response management & the voip revolution peter monaco vp, engineering, nuasis
DESCRIPTION
Intelligent Customer Response Management of multiple customer service models Immediate Assistance Deferred Assistance Self- Service You want to maximize self-service to drive down operational costs But, customers want to do business with you on their terms You want to provide multiple service entry points But the cost to manage those service models is prohibitiveTRANSCRIPT
Customer Response Management & the VoIP
Revolution
Peter MonacoPeter MonacoVP, Engineering, NuasisVP, Engineering, Nuasis
Intelligent Customer Response Management of multiple customer service
models
Immediate Assistance
Deferred Assistance
Self-Service
• You want to maximize self-service to drive down operational costs
• But, customers want to do business with you on their terms
• You want to provide multiple service entry points
• But the cost to manage those service models is prohibitive
Traditional Customer Response Multiple independent customer service models
ImmediateACD
Voice
DeferredVmail
Self-ServiceIVR
ImmediateEscalation
DeferredERMS
Self-ServiceAuto-
Response
ImmediateChat
Web
DeferredForms
Self-ServiceFAQ
• Separate systems• Costly acquisition and management• Costly integration• Difficult to measure
Traditional Call Center ModelVertical solutions - hardware centric - proprietary
Proprietary
Telephony
Monolithic
Proprietary
Telephony
Monolithic
Generic
Data
Monolithic
Generic
Data
Distributed
IVR ACD CTI CRM
Self-service Call Routing DB Access Help desk,SFA Application
Architecture
Network
HW Platform
ACD
ACD
ACDPSTN ACD
Call Center Telephony Network
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
ThirdIntegration
Layer
E-mail Center
Internet WAN Web Collab
CRMDatabase
WANCorporate LAN/WAN
DSL
WAN
CRMDatabase
Traditional Call Centers Three tiers -- two networks + integration
HW Platform Layer Generic servers, Linux, Windows, SNMP, UPS
Network Layer IP, ATM, frame, QoS, RSVP, multiple routes, TDM
Architecture Layer VoiceXML, VoIP, SIP, XML, SOAP, ODBC/JDBC
Application Layer Self-service, contact routing and queuing, SFA, help desk, analytics, ERP Business Unit
Business & IT
IT
IT
The Horizontal Call Center ModelSoftware centric – better fit for new service models
VoIP enables the new software-only, horizontal application deployment model
InternetWAN
CRMDatabase
Corporate LAN/WAN
DSL
WANHub / Node
VoIP enables a software-only solutionSingle solution for all media across multiple sites
WAN
Multi-media on one platform Consistent routing workflows Consolidated reports
Multi-site networking Best-agent routing across the
enterprise – agents anywhere Single point of admin Consolidated reports
Single network IP contact center solution - VoIP Major cost reductions to operations CTI Built-In -- CRM integrations
within hours vs. weeks or months Standards based
Linux OS / SIP / Oracle
NodePSTN
Customer Response Software Key to the Customer Relationship Strategy
A Full-Spectrum CRM Software Solution
Customer Relationship Management
Multi-media contact routingAgent / resource activity reportingReal-time informationOperations cost management
• Software-based solutions for tighter integration of the contact points and the relationship data
• Lower cost deployment of contact center solutions• Improved return on CRM investments
NuContact Center S/W Siebel, Oracle, etc. S/W
Contact historyForecastingTrackingKnowledge base
Customer Response
Management
ERP
Kbase
IVR