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Results from the Lab

Results from the Lab. Contact Center 2008 Industry Study. Overview. Agent capabilities, including status and presence propagation Productivity enhancement tools Agent softphone capabilities Integration with UC and IP-telephony infrastructures

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Results from the Lab

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  1. Results from the Lab Contact Center 2008 Industry Study

  2. Overview • Agent capabilities, including status and presence propagation • Productivity enhancement tools • Agent softphone capabilities • Integration with UC and IP-telephony infrastructures • Multimedia interactions (Web, chat, IM, SMS, video, email, etc.) • Supervisor capabilities and features including productivity, involvement in agent calls (training, participating, recording) • Contact interaction monitoring (real time and historical) • System architecture, and more.

  3. Contact Center Evolution • As enterprises and small-to-medium businesses are having to meet the new demands of their customers, Contact Centers are evolving to satisfy these needs

  4. What’s Changing • Improved service in current channels (primarily voice and email) • Alternate channels for communications including text messaging (SMS), on-line chat, and video • Combinations of fully automated and semi-automated systems for inbound and outbound contact center applications • Migration to SIP as legacy TDM-based systems approach end of life

  5. The Leading Vendors * * Considering 8 vendors evaluated

  6. The Vendors • These vendors facilitate solutions to new industry demands and requirements by designing their products around SIP and IT-centric Service-oriented Architecture (SOA). • Each of the product suites reviewed are based on features and functions that were demonstrated on production systems that are available today. • Their products are scalable to meet the needs of contact centers of every size.

  7. Customer Satisfaction Metrics • Primarily a measure of the customer experience which includes the customer communications experience • Research shows this directly correlates with financial performance

  8. Solutions • Figuring out ways to improve your customer’s phone and multi-media communications experience, including self-service with the right personal touch, can make all the difference. • Parallel and converged evolution is occurring with computing and telecom platforms and applications. • Communication and media servers and associated applications can now be implemented virtually without limitation to geographic placement.

  9. Solutions Organizations can: • Pool technical and human resources throughout the enterprise • Use ‘Presence’ information to reach personnel via preferred modes of communication based on an individual’s accessibility over multiple devices • Improve overall user and customer experience with personalization and dynamic interactions or ‘treatments’ for better phone and synchronized web applications • Facilitate efficient and effective collaboration throughout the organization • Consolidate and extend application and management systems • Reduce carrier costs • Enable executives to readily automate business processes and facilitate corporate initiatives

  10. 2008 IP Contact Center Industry Study

  11. Source: 2008 Miercom Contact Centers Industry Study

  12. ProductsAvaya Call Center and Interaction Center 7.1 • Runs on a Linux based appliance capable of all TDM or all IP with media encryption and server isolation – or a combination of TDM and IP • “Flatten Consolidate, and Extend” • Massive scalability: ability to support 10,000 agents on single server • With FCE model, it is easier to provide the right agent “on demand” with expertise and overflow for branch-based customer service personnel • Inbound customer contacts can be routed according to skill set, availability or prior contact history • Use a common business model, yet maintain personalized identities • Can support consistent processes and brand images across the enterprise

  13. ProductsAvaya Call Center and Interaction Center 7.1 Communication Server: • Avaya Communication Manager 5.0 • Expanded SIP trunking options • Improved support of SIP-based telephones • Foundational support for increased suite of communications applications

  14. ProductsAvaya Call Center and Interaction Center 7.1 Contact Center Products: • Avaya Call Center 5.0 • Customer Interaction Express 1.1 • Avaya Communication Manager 5.0 • Customer Interaction Center 7.1 • Business Advocate and Advanced Segmentation • Avaya Call Center Elite • Avaya Voice Portal/Interactive Voice and Video Response (IVVR)

  15. ProductsAvaya Call Center and Interaction Center 7.1 Management and Supervisory Capabilities: • Avaya Voice Portal/ Interactive Voice and Video Response (IVVR) • Use of 3G video cell phones Internet videophones, & video-enabled personal computers • Show callers menu choices, product options, and instructional video clips • Show dynamic information such as personal account info. , airline flight options and current stock prices • Proactive Contact for Outbound Campaigns

  16. ProductsAvaya Call Center and Interaction Center 7.1 Other functions: • Third-party applications for Contact Recording and Qulaity Monitoring • Computer-telephony Integration (CTI) • Clients /Agent Desktops • Software Support plus Upgrades

  17. ProductsAvaya Call Center and Interaction Center 7.1 * Source: 2008 Miercom Contact Center Industry Study

  18. ProductsAvaya Call Center and Interaction Center 7.1 • Miercom rates Avaya’s IVVR the best portal based on extended capabilities Voice Portal and Interactive Voice & Video Response Avaya’s Call Center and Interaction Center 7.1 is Rated Best Voice Portal and Interactive Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study

  19. ProductsAspect Unified IPTM 6.5.1 • Major player in contact centers for more than 35 years • Meet all contact center needs via comprehensive interaction management and performance optimization • Created first workforce management system and the first dialer • Subsequent innovation and overall contact center experience

  20. ProductsAspect Unified IPTM 6.5.1 Communication Servers: • Supports all major PBX/Communication Servers on the market • Supports any TDM or SIP 2.0 compliant environment • Aspect Digital Communication Processor (DCP) provides Media Gateway functionality • Web call-backs are enabled via an API on the enterprise web server

  21. ProductsAspect Unified IPTM 6.5.1 Contact Center Products: • Aspect Unified IP • Aspect’s Unified Command and Control • Leverages all fixed granular data elements occurring in the contact center environment • Stand-alone tool that aggregates information from disparate systems and data sources • Integrate multiple contact centers across an enterprise • Aspect’s Unified Director • PerformanceEdgeTM

  22. ProductsAspect Unified IPTM 6.5.1 Other functions: • Third-party applications • Nuance • CallMiner Eureka! • Merced • OpenSpan • Computer-telephony Integration (CTI) • Agent Desktops • LYRICallTM

  23. ProductsAspect Unified IPTM 6.5.1 Source: 2008 Miercom Contact Center Industry Study

  24. ProductsAspect Unified IPTM 6.5.1 • Miercom rates Aspect the Best in Supervisor and Real-time monitoring and Reporting with Aspect’s Unified Command and Control in stand-alone and large contact center environments Best Supervisor and Real-Time Monitoring and Reporting Aspect’s Unified IP 6.5.1 is Rated Best Supervisor and Real-Time Monitoring and Reporting in the 2008 Miercom IP Contact Center Industry Study

  25. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 • Originally designed from the ground up to facilitate communications using all channels and media from a single platform • Foundation on which all Interactive Intelligence products are based for centralizing business interactions • All-software design which leverages standard servers and Service-oriented Architecture (SOA), while increasing reliability, security and scalability • Scales up to several thousand agents and between 5,000 and 15,000 enterprise users per server • Localized in 18 different languages • Include reduced integration requirements, centralized multi-channel processing and inbound/outbound blending, and single point of administration for all of their components

  26. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 Communication Servers: • Customer Interaction Center® • Provides solutions for large enterprises • Increased security with SRTP for VoIP and TLS for privacy between communication applications and users • Enhanced mobility with a mobile client • Broader integration to Microsoft OCS and Exchange • Simplified Deployment • Interaction Administrator ®

  27. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 Contact Center Products: • ACD Multimedia Queuing • Interaction Director® • Interaction GatewayTM • Interaction OptimizerTM • Interactive Voice Response (IVR)/ Speech recognition solutions • Interaction Designer®

  28. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 Contact Center Products: • Computer-telephony Integration (CTI) • Interaction Recorder® • Interaction Dialer® • e-FAQ® • Interaction Report AssistantTM • Interaction Feedback®

  29. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 Source: 2008 Miercom Contact Center Industry Study

  30. ProductsInteractive Intelligence Customer Interaction Center®(CIC) 3.0 • With extensive integral applications, Miercom rates Customer Interaction Center 3.0 from Interactive Intelligence Best All-in-One Multimedia Contact Center All-in-One Multimedia Contact Center Interactive Intelligence’s Customer Interaction Center (CIC) is Rated Best All-in-One Multimedia Contact Center in the 2008 Miercom IP Contact Center Study

  31. QUESTIONS? Contact: rsmithers@miercom.com 32

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