Trinicom België Multichannel Customer Interaction Koen Prikken Managing Director firstname.lastname@example.org
[Trends, Your Challenge?] • Over 50% of customers regularly use the Internet and e-mail to approach an organisation • Within a few years, 25% of customer contacts will take place by e-mail • In 80-90% of cases, e-mail is sent from the web site
[Trends, Your Challenge?] • Customer contact volume grows by 10-15% annually • Organisations need to reduce customer contact costs • Customer satisfaction and the service level have to rise
[ Key Pains] • Written communications not consistent. • different general email boxes. • No intelligent routing. Aim to reply in 24 Hrs • Email growing in number and not consistent replies. • No stats on answer turnarounds. • Historical product information exists but is not readily accessible (dispersed info).
phone IVR / ACD • Info/FAQ’s • Intranet • Website • Pdf/doc Info/FAQ’s history 1 E-mail Outlook • FAQ’s • “Old” e-mails • Text blocs history FAQ’s 2 Internet Website • FAQ’s • HTML pages • CMS content history FAQ’s 3 [How eContacts Are Handled Now]
phone Contactmanagement Callmanagement IVR CTI ACD Knowledge 1 Workflow E-mail E-mailresponse Content management history 1 Internet Webselfservice SLA-monitoring tracking E-mail E-mailmarketing 1 Reporting Trinicom T5™ [The Solution: Trinicom T5™] • Advantages • Reducing Costs • More service
[What Does Trinicom Do?] • Dutch company, active since 2000 • Producer of multi-channel customer interaction management software T5™ • Web self-service (Internet) • E-mail response management (inbound e-mail) • Chat (inbound service chat) • Agent support (call logging and scripting) • Analysis (business performance measurement) • E-mail marketing (outbound e-mail) • Development, sales, implementation and support • Market leader in the Benelux > 130 installations • 25th in Deloitte Technology Fast 500 EMEA 2005
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[any questions?] [start here] Trinicom Belgium NV Interleuvenlaan 62 3001 Heverlee Koen Prikken Business & Decision Omwentelingsstraat 8 1000 Brussel Valerie Viverette