Unified Customer Communications A New Paradigm and its Requirements

Empowering the Reachable Enterprise CosmoCom provides a full-featured all-IP, multi-tenant, inbound/outbound contact center platform Our mission is to optimize communication between organizations and their customers. Our contact center systems are making enterprises more reachable & responsive, improving the customer experience, and reducing costs for companies on every continent.

UC Today Focus on internal communication of an organization It’s really… Unified Enterprise Communications – UEC Business case and ROI for UEC based mainly on productivity

Unified Customer Communications – UCC Start with Unified Communications Apply its principles in the Contact Center And you get… Unified Customer Communications …actually, it’s been around for a while.

Is UC New? First Campaign – 1998 “Unity is Beautiful”

Unity is Beautiful I “Integrated” Call Center “Unified” Contact Center

Unity is Beautiful II

Unity is Beautiful III

Unified Customer Communications – UCC

Unified Communications Unified Customer Communications – UCC

Unified Communications Contact Centers Unified Customer Communications – UCC

Unified Communications Contact Centers Unified Customer Communications – UCC

Contact Centers Unified Communications Unified Customer Communications – UCC

Unified Customer Communications Unified Customer Communications – UCC UCC Business Case Elements

Unified Customer Communications Unified Customer Communications – UCC UCC Business Case Elements Productivity & Cost  Like UEC

Unified Customer Communications Unified Customer Communications – UCC UCC Business Case Elements Productivity & Cost Customer Loyalty & Revenue Growth  Like UEC

Unified Customer Communications Unified Customer Communications – UCC UCC Business Case Elements Productivity & Cost Customer Loyalty & Revenue Growth  Like UEC  Over & Above UEC

The UC Equations “UC” = UEC UEC + UCC = (UC) 2

Elements of UCC ACD for all-media: UC with Universal Queuing –Telephone, voice mail, , IM chat, etc. Single communication ID for customers & companies Unified Agent Client (& Supervisor) w/ Presence Unified Multi-Site Contact Center (Virtual Contact Center) Unified Infrastructure (Multi-Virtual) Unified Self-Help – ACD - Agent Unified Administration & Reporting Unified Recording & QA Unified Customer Info & Interaction History Unified UCC + UEC  (UC)2  “The Company is the Contact Center”

Unified UCC & UEC Single call switching fabric Single device – SIP Phone or Softphone Enterprise wide ACD Routing Enterprise wide Transfer & Conference “The company is the contact center.”

The UC Equation UEC + UCC = (UC) 2

The UC Equation UEC + UCC = (UC) 2

The UC Equation UEC + UCC = (UC) 2 Contact Center

The UC Equation UEC + UCC = (UC) 2 Contact Center CosmoCom

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