ipnett contact center solutions - workshop oslo 4thdec 2013
DESCRIPTION
IPnett Contact Center Solutions. WorkShop 4th Dec 2013. Presented by Peter Agild.TRANSCRIPT
Contact Center Workshop
Aker Brygge, 4th December 2013
TEMA
Agenda
• Intro (Peter Agild, Head of Business Area UC)
• Trends and new challenges in the Contact Center
– Knut-Arne Nygård
– Peter Agild
• Avaya updates
– Maksim Lukascuk (Contact Center specialist Avaya)
• Round table discussion
• End of workshop
• Dinner at D/S Louise at 16:30
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OUR VISIONTo be the most attractive provider of secure, innovative
communication solutions and services in the Nordic.
TEMA
IPnett facts
• Founded in Norway in 1999
• Nordic company with ~120
employees
• Nordic technical team with over
60 highly certified senior
consultants.
• Offices in Oslo, Stockholm,
Lund and Copenhagen.
• Owned by financial investors
and employees.
• Turnover 2012: NOK 250 Million
• Prospect 2013: NOK 330 Million
Company Growth
Company Offices
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400
500
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Market recognition
Geographic expansion
Establishment
Growth ambition
OsloStockholm
Copenhagen
OsloStockholm
CopenhagenLund
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Our people
Quality
ChallengerCompetence
Trust
Enthusiasm
• Top professionals
• Spirit for individual growth
• Focus on developing personal
competences and attributes
• Driven by strong company values
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What we do
Our strength is our combined skills in advanced network technology
and application network requirements.
• Multiservice networks: one
network for all applications &
services
• Increased efficiency and
scalability, secure future
company growth
• 100% uptime and availability
• Increased mobility and efficiency
• Collaboration
• Presence/availability
• Enhanced customer service
• The merger of voice, video,
conferencing and office applications
• Virtualisation
• AAA (across fixed and
wireless networks)
• Encryption
• Monitoring/reporting
• Security reviews
NETWORK SECURITYUNIFIED COMMUNICATIONS
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CONTACT CENTER TRENDS
SOURCES: AVAYA, GARTNER, NEMERTS, FROST & SULLIVAN AND IDC
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Trends…
• Social business and B2X
• Big data
• Multimedia and self-service
• Evolution of the contact center agent
• Cloud/hybrid or CPE solutions
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Social business and B2X
• Twitter and Facebook are becoming
increasingly import for all business (20 %
using social media to communicate with
organizations
• B2X, Business to anything is the new
busword
– The blur between private/work life
• Share information with friends, publicly
complain, compliment, and/or comment on
goods and services, or simply obtain
information about a company and its
offerings.
% using channel to communicate
with organizations
WEB
CHATINTERNET
SELF-SERVICE
PHONE
TWITTER,
STORE
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Big data
Analytics - Gaining intelligence
from big data
– Keywords, issue, quality problems or
rapidly feedback of campaigns
– More and more import due to the
number of medias and channels
– Your call center analytics can also
help you schedule your agents more
effectively
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Multimedia and self-service
• Consumers are more tech-savvy than ever. Most are adept at going online
or using IVR systems to get the service they need from businesses without
talking to a live agent.
• Short answers, FAQs and quick updates are typical self-service errands.
• The mobile world, the impact of social media, and the evolution and
consumption of different technologies are forcing and enabling organizations
to become more agile and responsive.
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Evolution of the contact center
and agent
• The key challenge in building a multimode and
self-service contact center is integration among
various channels. Customers sending mail and
not receiving a sufficient response shouldn't
have to repeat their entire inquiry if they place a
call to the Contact center.
• Customers who do request help from human
attendants generally have more difficult issues to
resolve and require agents who possess
specialized knowledge.
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Cloud/hybrid or CPE solutions
Next Gen Public CloudOperations
Services
Collaboration Pods
Hosted Cloud EnablementPublic Cloud
Managed Private Cloud
Private CloudBuild Out
CAPEXPerpetualLicense
On-Premises
OPEXSubscription
LicenseCloud
Build Manage Enable Deliver
On-PremiseUC/CC/VideoProducts &
Services
UC/CC/Videoas-a Service
Pri
vate
Public
Hybrid
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Contact
DENMARK
IPnett A/S, Gammel Køge
Landevej 55, 4th floor,
2500 VALBY
Phone: +45 48 10 75 00
Fax: +45 48 10 75 01
OsloStockholm
Copenhagen
NORWAY
IPnett AS, Vollsveien 2 B,
1366 LYSAKER
Phone: +47 67 20 10 10
Fax: +47 67 20 10 11
SWEDEN
IPnett AB, Dalvägen 8,
169 56 SOLNA
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01
Lund
SWEDEN
IPnett AB, Scheelevägen 27
223 70 Lund
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01