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The Business Case for VoIP In Your Contact Center

The Business Case for VoIP In Your Contact Center. Brett Shockley CEO Spanlink Communications. Spanlink at a Glance. Proven 16 years delivering telephony and contact center solutions OEM supplier for Avaya, Nortel, Siemens, Cisco

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The Business Case for VoIP In Your Contact Center

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  1. The Business Case for VoIP In Your Contact Center Brett Shockley CEO Spanlink Communications

  2. Spanlink at a Glance • Proven • 16 years delivering telephony and contact center solutions • OEM supplier for Avaya, Nortel, Siemens, Cisco • More than 3,000 customers, 155,000 desktops – TDM to VoIP migration • Investments from Cisco and SRI • Innovator • Started the Web Contact Center revolution in 1995 w/ WebCall • First Configurable Software Packaged applications in IVR space in 1994 • CentralControl transforms management and reporting for VoIP • Pioneers of Cisco VoIP – IPCC leader since 2000 • Intellectual Property portfolio with 12 patents and other patents pending • Thought Leader • Capture the Opportunity for Business Transformation – Deliver Results over IP • Apply contact center best practices across the enterprise – sales, knowledge workers • Results Transcend How You Implement and Communicate – to How You Manage

  3. Too Common Approach to VoIP IP PBX Agents & Supervisors Administrator Site 1 Data Router Proprietary Applications PSTN PSTN PSTN PSTN PSTN PSTN LD LD LD LD RedundantCore Technology RedundantCore Technology Site 2 Site 2 Dedicated Users Dedicated Users Site n Site n Data Data Data Data Data Data TDM PBX Agents & Supervisors Administrator Site 1 Data Router Proprietary Applications

  4. PSTN Data VoIP Lets You RedefineCustomer Interaction • Eliminate redundancy across the enterprise • Drive productivity across the enterprise • Serve customers more powerfully across the enterprise • Manage the new environment efficiently cross the enterprise Agents & Supervisors Shared Core Technology Open Systems IP PBX Knowledge Workers ConvergedNetwork LD Bypass Customer Data Router Home Office Administrators Users Anywhere: Virtual

  5. Business Value of VoIP • PSTN Bypass • Internal, Voice VPN • Queuing and IVR • Efficiency [Cost Savings] In Personnel • Reduce idle time for call handling personnel • In Contact Centers • At the Branches • Internal Calls • Eliminate redundancy • Efficiency [Cost Savings] In System Management • Manage a single infrastructure • Eliminate redundancy • Customer Service Improvements • Productivity Increases • Handle more transactions • Capture more revenue

  6. Case Study: Allianz Life Insurance Company 200 Agents

  7. Allianz: 200 Agents • Why Change? • The Call Center is thefirst voice of the Companyfor independent insurance agents and their policyholders • Continually raise the service bar to assure that independent agentscontinue to selltheir products and their clientskeep what they buy • The customer experience must beSecond To None!

  8. VoIP Enables New Levels of Service • Web-Chat • Co-Browsing • E-Mail Management It’s NOT about technology, it’s about – the customer’s experience. • Remote Call Centers • Web-Casting • Remote Representatives

  9. Functionality Required Day 1 • To insure early success, they needed: • Skill-based routing • Improved reporting-Historical and Real-Time • Scheduling and Forecasting • Blended Inbound/Outbound Representatives

  10. Better Routing and Agent Tools Monday, 09/22 Monday, 09/29 • Call Volume - 3117 • Call Volume - 2972 • Abandon Rate - 19.6% • Abandon Rate - 9.9% • Service Level - 41% • Service Level - 58% • ASA - 2:47 • ASA - 1:37 • AHT - 5:50 • AHT - 5:10 • 16% Productivity Improvement in Call Handling!

  11. Better Reporting and Management • Historical • Consolidates multiple systems • Eliminates spreadsheet merging • Real-Time • Available to Supervisors through a Central Reporting System • Real time pulse all day – every day • Delivered to the Agent Desktop • Agents self-manage • 25% Reduction in Supervisor Time!

  12. VoIP Benefits at Allianz Life • Applications Features Exceeded Previous TDM Environment • Efficiency Improvements and Cost Reduction • 16% Efficiency Improvements • 25% Management Reduction • Application Benefits justified VoIP Technology Migration • Positioned to leverage VoIP specific applications in the future

  13. Case Study: Department of Revenue Contact Center – Ely, MN State of Minnesota Hosted InterTechnologies Group (ITG) & Department of Revenue – St Paul, MN

  14. Case Study: State IT Department • State of Minnesota Vision - Deliver Electronic Government Services (EGS) – services via phone, IVR, Web, Email • Realize Governor’s Shared Technology Initiative • Converge multiple statewide networks onto a single ATM/IP network • Ease administration, increase reliability, and reduce costs. • Share telecom resources across autonomous state agencies to reduce infrastructure costs • Minimize operational costsat the agency level

  15. State Hosted IP Solution PSTN Data • Carrier class • Fully partitionable for individual agencies • Manageable by the State Department of Revenue Secretary of State IP PBX Department of Revenue ConvergedNetwork LD Bypass Customer Data Router InterTechnologies Group (ITG) Hosts Core Technology Administrators Agency N

  16. Current Scope • 12 Agencies Configured • 1650 IP-Phones • 14 Discrete IP Contact Center Agents (300 agents) • 70 Self-Service Applications • 3 Languages (English, Hmong, Spanish) • Speech Recognition • 6 Self-Service Applications (Tax return status) • Voice Forms for Form Request or Address Change • Blended Outbound Dialing • Dialer used from two different sites • Campaigns handle both incoming and outgoing calls • CTI screen pop • 6 Agencies in the pipeline

  17. VoIP Benefits for the State of Minnesota • Improves Customer Service • e-Government services • Provides robust services to smaller agencies • PSTN Bypass • Department of Revenue - $100,000 a year • Manageable by the state • Partitioned, Multi-level administration • Agencies can choose to administer (or not)

  18. Adds and Changes IP Tel users Agents, Skills, Teams Day to day operations Agent, supervisor, management applications Set up Site A Set up Site B Initial company provisioning • Adds and Changes • IP Tel users • Agents, Skills, Teams • Day to day operations • Agent, supervisor, management applications Set up administrator 1 Set up administrator 2 Set up administrator 1 • Adds and Changes • IP Tel users • Agents, Skills, Teams • Day to day operations • Agent, supervisor, management applications Managed As Hosted Core system management ITG ROUTINE AGENCY ADMIN

  19. Distributed Enterprise Communications Challenges • Customer Service • Sites are communications islands • Customer service is inconsistent from site to site • Limited options for communications features at smaller locations • Efficiency/Productivity • Idle agents at remote sites and in contact centers • Revenue is lost due to lack of available resources • Limited or inconsistent visibility (reporting) to disparate locations • OPEX • PSTN Charges • Queuing, IVR and 800 • Internal and External LD • System management is not cohesive • Cost of redundant telecom systems

  20. Case Study: W.W. Grainger 400 Sites

  21. Grainger Overview • Largest industrial supply distributor in the United States • 400 sites organized by branch, district (market) and region • Strong bias to serve customers at the local branch • 80% of orders reached in the local branch by phone • Product experts in the branches – years of experience • Tried a centralized call center approach –  not successful – hard to duplicate branch expertise and local knowledge (Manhattan vs. Des Moines)

  22. Prior to Spanlink_Cisco Solution • Branches small independent call centers • Corporate resources reached via 800 number • Poor visibility to service levels on calls • Limited flexibility to manage resources

  23. Data Center Data Center Technical Support Branch 1 Executone Data Network Credit Branch 2 Local Exchange Carrier Comdial Branch 289 Local Exchange Carrier Local Exchange Carrier LongDistance(800) Carrier Avaya Previous PBX Environment

  24. Strategic Project Profile • Grainger Goals • Increase Revenue Generation Opportunities • Preserve the Successful Branch Model • Save Customers Time, Money and Effort – The Perfect Order • Provide a Consistent World Class Customer Experience • Reduce OPEX and CAPEX • Customer Vision • Looked beyond the constraints of existing environment – the way it’s always been • Clean paper - better architected solution • Focus on how to solve the business problem • Customer’s Mission Statement • Don’t be First!

  25. All Agents are Busy Routing Controlled at the Core IP WAN CentralControl™ IP Communications Management System Local Exchange Carriers LongDistance(800) Carrier Call is Transferred When Agent Accepts It New Customer Interaction Network Site 1 Branch 1 Call Queued at the Edge CallManager Unity Outbound Option Site 2 Branch Office 3 CallManager Unity Outbound Option Branch 2 Agents are Available Call Transferred if Required Specialized Contact Centers

  26. MarketRouting™ • If service level not available, call is queued to other branches in the: • Sub-Market • Market • Call Center

  27. Contact Center MarketRouting™ Market A Branch A • If service level not available, call is queued to other branches in the: • Sub-Market • Market • Call Center Branch B Branch C Branch D Branch E Branch G Branch F Branch H Branch I Branch J Branch K Chicago Region Branch L

  28. Partitioned, Multi-Level Management • Deployment • Deployed at a Rate of 30 Sites Per Week • Unified, Partitioned Administration Saved 2 – 4 Hours Per Branch • Management • System is Controlled at the Core • Sites Have the Ability to Control their Own MACs • Contact Center Caliber Reporting • Unified, fully-partitioned reporting

  29. Performance Reporting Before

  30. Telephone Service Level Results 16 Chicago Market Branches Percent of Calls Answered Within 20 Seconds 100% 99.4% 96.9% 98.9% 99% 98.2% 98.4% 98.3% 98% 96.0% 96.9% 97% 97.3% 96.2% High 96.9% 95.8% 95.6% 96% 94.0% 95.2% 95% 94% 93.7% 93% 92.6% 92.6% 92.4% Avg. 92.1% 92% Low 91.7% 91% 90.5% 90% 90.4% 89% 89.1% Apr Aug Jan Feb Mar May June July Source: Spanlink Central Control Reporting

  31. “Making it Simple For Customers” Before CSTP After CSTP

  32. Presentation to Financial Analysts after Chicago Pilot "We launched the telephony project in May and since then have converted more than 100 branches to the new system and have seen some great benefits. In the Chicago market, where all 16 branches have been on the new system for a few months, the percent of calls answered within three rings went from 92 percent to 98 percent practically overnight. We anticipateincremental sales between $1 and 2 million dollars in the first full year of implementationbecause of the ability to connect customers to other parts of the business. ... Because of these early results, we are accelerating the roll-out of the telephony project." - Chairman and CEO

  33. 2004 Year End Earnings Release “the stronger fourth-quarter and full-year results reflected an upgraded logistics network, improved products availability, an expanded sales force, new communication technology at the branch level, and a market expansion program.” - Chairman and CEO

  34. Central Control Reports Web Q&A Knowledgebase Speech Q&A Customer Interaction that Spans the Enterprise 1) Query via web D) Manage & Report 2) Query via voice Supervisor B) Customer inquiries & answers C) Supervisor Chat via CAD A) Allow Customer to escalate Agent

  35. Summary • VoIP is Transformational • Opportunity to Redefine Customer Interaction • What’ Your Vision? • Focus on how to solve the business problem • What are the possibilities? • No geographic constraints • Build a solution that delivers results: • Enterprise-wide improvements efficiency, productivity and customer satisfaction

  36. Thank You! Brett Shockley, CEO brett.shockley@spanlink.com 763-971-2114 Questions?

  37. Spanlink at a Glance • Proven • 16 years delivering telephony and contact center solutions • OEM supplier for Avaya, Nortel, Siemens, Cisco • More than 3,000 customers, 155,000 desktops – TDM to VoIP migration • Investments from Cisco and SRI • Innovator • Started the Web Contact Center revolution in 1995 w/ WebCall • First Configurable Software Packaged applications in IVR space in 1994 • CentralControl transforms management and reporting for VoIP • Pioneers of Cisco VoIP – IPCC leader since 2000 • Intellectual Property portfolio with 12 patents and other patents pending • Thought Leader • Capture the Opportunity for Business Transformation – Deliver Results over IP • Apply contact center best practices across the enterprise – sales, knowledge workers • Results Transcend How You Implement and Communicate – to How You Manage

  38. Too Common Approach to VoIP IP PBX Agents & Supervisors Administrator Site 1 Data Router Proprietary Applications PSTN PSTN PSTN PSTN PSTN PSTN LD LD LD LD RedundantCore Technology RedundantCore Technology Site 2 Site 2 Dedicated Users Dedicated Users Site n Site n Data Data Data Data Data Data TDM PBX Agents & Supervisors Administrator Site 1 Data Router Proprietary Applications

  39. Agents & Supervisors Shared Core Technology Open Systems IP PBX PSTN ConvergedNetwork LD Bypass Customer Data Router Administrators Users Anywhere: Virtual Data VoIP is Transformational – Lets You Redefine Customer Interaction • Eliminate redundancy across the enterprise • Drive productivity across the enterprise • Serve customers more powerfully across the enterprise • Manage the new environment efficiently cross the enterprise Knowledge Workers Home Office

  40. Business Value of VoIP • PSTN Bypass • Internal, Voice VPN • Queuing and IVR • Efficiency [Cost Savings] In Personnel • Reduce idle time for call handling personnel • In Contact Centers • At the Branches • Internal Calls • Eliminate redundancy • Efficiency [Cost Savings] In System Management • Manage a single infrastructure • Eliminate redundancy • Customer Service Improvements • Productivity Increases • Handle more transactions • Capture more revenue

  41. Case Study: Allianz Life Insurance Company 200 Agents

  42. Allianz Life-Insurance Company – 200 Agents • Why Change? • The Call Center is thefirst voice of the Companyfor independent insurance agents and their policyholders • Continually raise the service bar to assure that independent agentscontinue to selltheir products and their clientskeep what they buy • The customer experience must beSecond To None!

  43. VoIP Enables New Levels of Service • Web-Chat • Co-Browsing • E-Mail Management It’s NOT about technology, it’s about – the customer’s experience. • Remote Call Centers • Web-Casting • Remote Representatives

  44. Core Contact Center Functionality Required on Day 1 • To insure early success, they needed: • Skill-based routing • Improved reporting-Historical and Real-Time • Scheduling and Forecasting • Blended Inbound/Outbound Representatives

  45. Better Routing and Agent Tools Monday, 09/22 Monday, 09/29 • Call Volume - 3117 • Call Volume - 2972 • Abandon Rate - 19.6% • Abandon Rate - 9.9% • Service Level - 41% • Service Level - 58% • ASA - 2:47 • ASA - 1:37 • AHT - 5:50 • AHT - 5:10 • 16% Productivity Improvement in Call Handling!

  46. Better Reporting and Management • Real-Time • Available to Supervisors through a Central Reporting System • Real time pulse all day – every day • Delivered to the Agent Desktop • Agents self-manage • Historical • Consolidates multiple systems • Eliminates spreadsheet merging • 25% Reduction in Supervisor Time!

  47. VoIP Benefits at Allianz Life • Applications Features Exceeded Previous TDM Environment • Efficiency Improvements and Cost Reduction • 16% Efficiency Improvements • 25% Management Reduction • Application Benefits justified VoIP Technology Migration • Positioned to leverage VoIP specific applications in the future

  48. Department of Revenue Contact Center – Ely, MN Case Study: State of Minnesota Hosted InterTechnologies Group (ITG) & Department of Revenue St Paul, MN

  49. Case Study: State IT Department • State of Minnesota Vision - Deliver Electronic Government Services (EGS)– services via phone, IVR, Web, Email • Realize Governor’s Shared Technology Initiative • Converge multiple statewide networks onto a single ATM/IP network • Ease administration, increase reliability, and reduce costs. • Share telecom resources across autonomous state agencies to reduce infrastructure costs • Minimize operational costs at the agency level

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