2. Welcome to the Contact Center of the Future The Intelligent Contact Center

3. Today’s Contact Center

4. The Intelligent Contact Center

5. Intelligent Contact Center Defined as a single point of contact to provide quality customer care, while also acting as an individualized marketing channel to push new products and services. SOURCE: Yankee Group

6. What Does it Look Like? TDM to VoIP Seamless Integration Calls to Multi-Media

7. What Does it Look Like? Service Agents to Self-Service Physical to Virtual Efficiency to Effectiveness

8. Media and Analyst Chatter “…it is practically impossible to achieve this without tight integration across all communications systems and enterprise applications.” Source: Yankee Group

9. Media and Analyst Chatter Through 2010, information management will prevent most customer service organizations from keeping pace with changing enterprise needs. 2009, 10% of Type A (pioneers) organizations and 5% of Type B (mainstream) organizations will use work-at-home CSS agents. Source: Gartner Group

10. Media and Analyst Chatter The intelligent contact center will require a significant amount of planning and cross- departmental coordination, but the results will be well worth the investment of money and time in the long run. Source: Gartner Group

11. The Intelligent Contact Center Getting there

12. The ‘Call’ Center – 1987 CRM (CICS, COBOL) Database (Progress) Reporting Servers (IBM) Desktops (Compaq) Email (MF, CompuServe) PBX IVR ACD Fax Machines Network (Token ring) OS (OS/2, Netware, Windows) One Building Inbound Calls Vendors, Vendors, Vendors!!!

14. The ‘Contact’ Center – 1997 Multiple Sites Phones calls, faxes, emails Standards based servers New Applications into the Contact Center –Recording/Monitoring –Email management/routing –WFO –Predictive Dialers –Unified Messaging

15. The ‘Intelligent’ Contact Center – 2007 Phone calls, emails, web transactions, SMS Agents anywhere Mobile Devices One VAR Interactive Intelligence – PBX, IVR, ACD, Recording, – WFO, Outbound Dialing Microsoft – OS, CRM, Email, UM

16. SIP Gateway SIP Gateway

17. What makes today’s Contact Center

18. Key parts of the Intelligent Contact Center TodayFuture IVRAnalytics Speech RecognitionSpeech Analytics Video ChatVideo Queuing Passive Agent TrainingAutomatic e-Learning analytics (ān'ə-lĭt'ĭks) –noun (used with a singular verb) Logic. The science of logical analysis.

19. IVR Today Predominantly Digit based “Press 1 for Support….” Fixed Menus Frontend of calls only Separate development from other apps (CRM, Web)

20. Analytics Generic Menu 1 2 3 4 5 Agent

21. Analytics Generic Menu 1 2 3 4 5 4273.568 Menu Agent

22. Analytics OK 1 3 5 4273.568 Menu Agent

23. Analytics BUY!! SELL! 1 3 5 4273.568 Menu Agent

24. Advantages of Analytics Use technology to dynamically drive agent actions Less training on complex business issues Dynamically interact with the customer based on: –Buying patterns –Products owned –Call history –Value of customer –Current Inventory –Agents available Custom experience for every customer

25. Speech Recognition Today Speech enabled directories “Speak the name of employee….” Speech IVR’s “Press or say 1….” Message Management “Play new emails…” Full speech enabled applications (Address changes, 411)

26. Speech Analytics OK CALM Agent

27. Speech Analytics CALM Agent

28. Speech Analytics SELL! Agent

29. Advantages of Speech Analytics Take actions during a call Keyword matching (Cancel!, Hello-Hello…) Security / Threat Assessments Drive agent screens based on speech patterns

30. Video chat Click to Interact Peer-to-Peer Kiosks Internal Communications One-way broadcasts

31. Video Agent

32. Video Agent

33. Advantages of Video Queuing Agent Kiosks Video Conferences (Adding in Level 2 agent) Queuing with Mobile Devices

34. Passive Agent Training Audio and Screen Recording Scoring and cataloging Fixed curriculum and delivery methods

35. e-Learning Agent

36. Post Call Survey 1 2 3 e-Learning Post Call Survey 1 2 3 1 2 3 Agent

37. Post Call Survey 1 2 3 e-Learning Post Call Survey 1 2 3 X X X X Agent Supervisor

38. e-Learning Post Call Survey X X R E V I E W E D OK eLearning Course OK eLearning Course Agent

39. Advantages of E-learning Rules Based Supervisor controlled or system controlled Training becomes part of daily routine Real time Trend Analysis

40. Key parts of the Intelligent Contact Center TodayFuture IVRAnalytics Speech RecognitionSpeech Analytics Video ChatVideo Queuing Passive Agent TrainingAutomatic e-Learning

41. Steps toward the Intelligent Contact Center Integration of the contact center and the enterprise (moving cc apps to the enterprise) Media Transitions across devices Offering multimedia interactions (call, fax, web, email) “Be-Anywhere” Agents Queuing of task/workflow objects Automation of business processes

42. The Intelligent Contact Center Solution Choosing the right platform and vendor

43. PBXACDIVRVMDialerRecorderWFMFax Hardware-centric, Multi-box Approach

44. FaxWFMRecorder Dialer VM IVRACD PBX A Comprehensive, All-in-One Suite

45. Proven Solution Interactive Intelligence positioned in the Leader’s Quadrant of the 2007 Contact Center Infrastructure Report

46. Welcome to the Contact Center of the Future The Intelligent Contact Center