Collaborative Customer Relationship Management (CCRM) User Group February 3rd Welcome everyone some individuals have expressed interest in a user group objective look at a variety of topics, focusing on how all of us can take advantage of new tools, techniques, and ideas. Theme: network blitz

Agenda Introduction CTI Basics – definition, uses, architecture CTI Example: Implementing Avaya Interaction Center Closing – Future topics

Introductions John Rief Ambient Consulting Knowledge Consultant – 5+ years experience, subject matter expert, leader, mentor VR experience – 100’s of applications within the retail, healthcare, and other industries

Mission Statement “To share knowledge and discuss topics and techniques enabling us to meet customer and corporate objectives through the creation and use of contact center channel solutions” Define channel solutions: providing customer support via various means such as IVR, fax, IM, email providing accurate and identical information management of communications Specifics of forum Work-in-progress Collaborative community endeavor Discuss later – scheduled, reoccurring meetings, new users

Computer Telephony Integration CTI Basics: Defined Computer Telephony Integration The interaction between telephone and computer systems to enable exchange of information Call Control - The ability to observe (track call activity) and control telephone calls, switching features and status, ACD’s and ACD agents, and to use switching resources that include tone generators and detectors. Telephone Control – The ability to observe (which buttons are pressed, what the display shows, whether the message indicator is flashing, etc.) and control (update the display, simulate the press of buttons, turn on lamps, etc.) physical telephone devices as computer peripherals. Media Access - Involves binding telephone calls to other media services such as voice processing, fax processing, videoconferencing, and telecommunications.

CTI Basics: Infrastructure PBX Dialer Chat CTI Server IVR Web Voicemail Email Fax

CTI Basics: Features Screen Pop IVR Soft Phone Predictive Dialing Blended applications Unified Messaging VoIP / IP Telephony ANI/DNIS Warm Transfer Consolidated Reporting Pre/Post Call Routing

CTI Example: 6th Sense 1999: Target’s First CTI use (Sixth Sense). Tied to Credit applications. Shaved 5 seconds off every agent call. Passed account number and host system type (Collections, Authorizations, etc.). IVR ASAI transfer to agent.

CTI Example: 6th Sense 6th Sense Architecture:

CTI Example: AIC 2003 new applications to use CTI: Marshall Field’s Electronic Store Directory Siebel (Guest Connect) Base Requirements of new CTI solution: Interface easily with current call routing configuration Work with existing Conversant v7 IVRs for GC Provide timely screen pops Flexible to future Contact Center requirements Avaya Interaction Center selected from Vendor RFP

CTI Example: AIC Marshall Field’s roll-out: Consolidated 3 remote call centers into 1 for efficiency savings. To support plan needed a better way for operators to lookup store extensions for shoppers checking on items at local store. New browser based electronic database developed. AIC 6.0.2 provides DNIS of where the caller dialed from so that Electronic Store Directory will pop up.

CTI Example: AIC Call Flow Overview

CTI Example: AIC Guest Connect roll-out: First use of Siebel CRM software. Looking for consistent screen experience for agents. Also, ability to cross-sell eventually. With initial roll-outs all calls fronted by Credit IVRs. AIC provides account number + a few other field’s to the Siebel system. Updated hardware topology and AIC version upgraded to 6.1.2 last June.

CTI Example: AIC Architecture:

CTI Example: AIC Some CTI Roll-out Considerations: CTI software requirements matches those your company supports. Check if any 3rd party software bundled with CTI software. Consider also setting up Test AIC environments. Prepare for desktop middleware roll-out.

CTI Example: AIC Guest Connect-AIC future enhancements: GC display where caller left the IVR and if their account number was fully verified. GC-AIC in Citrix for outsourcers. Email queuing POC in progress. Moving to Edify IVRs-Minor effect on AIC. Possible upgrade to AIC 6.1.3

What does CTI mean to you? CTI Basics: Benefits What does CTI mean to you? Feature It’s a technology strategy that enables you to more effectively and efficiently acquire and retain customers. Unified Messaging It can significantly decrease your call center costs by reducing the number of required agents through automation. IVR It can dramatically increase agent productivity by driving the call length down thus increasing the calls taken per agent. Screen Pop, Warm Transfer It can enable customers to help themselves, further reducing costs. It can empower agents with access to data and tools necessary to more effectively up-sell and cross-sell. Screen Pop It can help enhance the total customer experience thus reducing customer abandonment and attrition. Screen Pop, Warm Transfer, Call Routing It facilitates the optimization of your technology and human resources. IVR, Call Routing It means a leveling of the competitive landscape and wider access to your market.

What does CTI mean to your customers? CTI Basics: Benefits What does CTI mean to your customers? Feature It means they will no longer have to repeat account information multiple times per contact. Screen Pop, Warm Transfer It means they won’t have to explain their contact history each time a new agent gets the call. Screen Pop, Warm Transfer, Unified Messaging It means that customers have more choices on how to do business with you. IVR, Unified Messaging It is a technology-based way to effectively empower the customer to have more control over the relationship, and this perception will lead to increased customer loyalty, repeat business, and incremental sales.

CTI Basics: Considerations What experience do you want to provide to your customers? What do customers expect of your company? How does your contact center respond to customers? Will CTI be implemented over multiple sites? What CTI features are important to you and your customers? What solutions are compatible with your current or envisioned PBX, IVR, and business applications?

CTI: Q&A For more information see: Avaya CTI: http://www.avaya.com/gcm/master-usa/en-us/products/offers/contactcenterexpress.htm Cisco CTI: http://www.cisco.com/en/US/netsol/ns340/ns394/ns165/ns45/ns14/networking_solutions_sub_solution_home.html Business.com Directory: http://www.business.com/directory/telecommunications/call_centers/computer_telephony_integration_cti/

Future Meetings Collaborative: other presenters Topics New Users Effective voice applications: designing dialogs, grammar tuning Usability testing Security New Users Venue: location, time, recurrence