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The Future of the Contact Center

The Future of the Contact Center. Rich Tehrani President TMC www.tmcnet.com. Here Is The Future. VoIP SIP Speech. Your Future is VoIP. What is it? Regular Voice Voice over IP. Voice. Voice. Voice. Voice. Voice. VoIP Benefits:. Cost

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The Future of the Contact Center

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  1. The Future of the Contact Center • Rich Tehrani • President • TMC • www.tmcnet.com

  2. Here Is The Future • VoIP • SIP • Speech

  3. Your Future is VoIP • What is it? • Regular Voice • Voice over IP Voice Voice Voice Voice Voice

  4. VoIP Benefits: • Cost • Remote Agents • Distributed Contact Centers • Offshoring – Indirect Cost Savings • Single Wire – Easier Management • Knowledge Workers

  5. Other Benefits: • Wireless Management • Presence -- SIP • Less Equipment • Browser-Based Phones • Better Equipment – More Competition • Push-To Talk

  6. How Does Business Benefit? • Seamless Connectivity • Virtual Enterprise • Easy Video • New Services • More Flexibility • Wireless Benefits – Soft Client or Phone • Inexpensive Conferencing

  7. More Business Benefits:Hosting Becomes Easy • VoIP Allows Agents and Host to be Anywhere – Saves $ • Allows Distributed Contact Center and Flexible Business Growth • Reduces Capital Expenditures

  8. New Business Ideas • Video Kiosks • Call-Me Buttons • Better Sound Through Headsets • CD Quality Conversations

  9. Heed Warning Signs

  10. Heed Warning Signs Security Bandwidth Issues Find Solid Vendors QoS

  11. Spam Over Internet Telephony • S • P • I • T

  12. More Security Issues • Denial Of Service • Firewall Issues • Customer Data Issues

  13. SIP • Device Interoperability • System Interoperability • Seamless Presence

  14. SIP Trunks • The Future Of Contact Centers • HMP Connections

  15. Speech • 20%+ Can Be Automated • Quality Assessment • Performance Optimization • Rapid Escalation

  16. Home Agents • Amazing Potential • Can Also Be Off Shored

  17. Ideas • E-Mail • Integrate Media – Chat, E-Mail, etc. • Don’t Bounce Customers • Don’t Over-Rely On Technology

  18. Future • Customers Will Become More Empowered • Will See Wait Times Online • Will Have Instant Chat Capability • Will Schedule Call Backs Online • You Want To Be Ahead Of This Curve

  19. The End • Thank You For Attending And Listening And • Thank You Interactive Intelligence/Vonexus For Inviting Me! • WWW.TMCNET.COM • Blog: tehrani.com • Rich Tehrani • President • TMC • rich@tmcnet.com

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