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Published byJasmine Greer Modified over 9 years ago
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Welcome to the Contact Center of the Future The Intelligent Contact Center
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Today’s Contact Center
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The Intelligent Contact Center
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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
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What Does it Look Like? TDM to VoIP Seamless Integration Calls to Multi-Media
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What Does it Look Like? Service Agents to Self-Service Physical to Virtual Efficiency to Effectiveness
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Media and Analyst Chatter “…it is practically impossible to achieve this without tight integration across all communications systems and enterprise applications.” Source: Yankee Group
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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
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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
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The Intelligent Contact Center Getting there
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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!!!
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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
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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
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SIP Gateway SIP Gateway
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What makes today’s Contact Center
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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.
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IVR Today Predominantly Digit based “Press 1 for Support….” Fixed Menus Frontend of calls only Separate development from other apps (CRM, Web)
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Analytics Generic Menu 1 2 3 4 5 Agent
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Analytics Generic Menu 1 2 3 4 5 4273.568 Menu Agent
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Analytics OK 1 3 5 4273.568 Menu Agent
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Analytics BUY!! SELL! 1 3 5 4273.568 Menu Agent
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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
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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)
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Speech Analytics OK CALM Agent
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Speech Analytics CALM Agent
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Speech Analytics SELL! Agent
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Advantages of Speech Analytics Take actions during a call Keyword matching (Cancel!, Hello-Hello…) Security / Threat Assessments Drive agent screens based on speech patterns
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Video chat Click to Interact Peer-to-Peer Kiosks Internal Communications One-way broadcasts
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Video Agent
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Video Agent
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Advantages of Video Queuing Agent Kiosks Video Conferences (Adding in Level 2 agent) Queuing with Mobile Devices
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Passive Agent Training Audio and Screen Recording Scoring and cataloging Fixed curriculum and delivery methods
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e-Learning Agent
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Post Call Survey 1 2 3 e-Learning Post Call Survey 1 2 3 1 2 3 Agent
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Post Call Survey 1 2 3 e-Learning Post Call Survey 1 2 3 X X X X Agent Supervisor
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e-Learning Post Call Survey X X R E V I E W E D OK eLearning Course OK eLearning Course Agent
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Advantages of E-learning Rules Based Supervisor controlled or system controlled Training becomes part of daily routine Real time Trend Analysis
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Key parts of the Intelligent Contact Center TodayFuture IVRAnalytics Speech RecognitionSpeech Analytics Video ChatVideo Queuing Passive Agent TrainingAutomatic e-Learning
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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
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The Intelligent Contact Center Solution Choosing the right platform and vendor
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PBXACDIVRVMDialerRecorderWFMFax Hardware-centric, Multi-box Approach
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FaxWFMRecorder Dialer VM IVRACD PBX A Comprehensive, All-in-One Suite
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Proven Solution Interactive Intelligence positioned in the Leader’s Quadrant of the 2007 Contact Center Infrastructure Report
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Welcome to the Contact Center of the Future The Intelligent Contact Center
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