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Le nuove tecnologie a supporto del Contact Center di ultima generazione

Le nuove tecnologie a supporto del Contact Center di ultima generazione. ( Demystifying the Future of the Contact Center ). Patrizio Di Carlo. Milano 10 febbraio 06. IT Imperatives. Worker Imperatives. Business Imperatives. Customer Imperatives Drive our Technology Roadmap.

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Le nuove tecnologie a supporto del Contact Center di ultima generazione

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  1. Le nuove tecnologie a supporto del Contact Center di ultima generazione (Demystifying the Future of the Contact Center) Patrizio Di Carlo Milano 10 febbraio 06

  2. IT Imperatives Worker Imperatives Business Imperatives Customer Imperatives Drive our Technology Roadmap • Revenue growth:superior customerservice • Cost reduction:worker & businessefficiency • Manage risk • Mobility with ubiquitous access • Ease of use supportinga variety of devices • User control, privacy& security • Rapid, flexibledeployment • Flexibility for newbusiness models • Integrating businessprocesses • Clear ROI & investment protection • Option to build oroutsource • Scalable, secure,reliable, manageable

  3. Locations Workers Improving Customer Service, Worker Productivity and Business Efficiency Optimizing the Distributed Enterprise for Growth Customers Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes Easy to use; easy collaboration Multi vendor/standards based systems and support Holistic, intuitive approach to management, reporting and presence across the enterprise Always on:Secure, reliable, scalableand manageable

  4. Virtual infrastructure • Seamless delivery of applications and services • Central Site, Branch, Remote • Channel integration • Integrating customer information and interactions across multiple media (voice, web, chat, email, etc.) • Expertise on-demand • Connecting customers to the right people at the right time, anywhere • Presence, Interruptability • Skills, Knowledge • Information Management • Capture, Reporting • Retrieval and Analysis • Real-Time Information • Differentiated service • Embedding strategic customer segmentation in customer-contact operations Customer • Enhanced self-service • Bringing customers inside a company’s business processes Customer Service for Sustained Competitive Advantage

  5. Mobile Worker Medium Branch Satellite HQ Kiosk Small Branch Large Branch Virtual Office Today: Communication for the Multi-Location Enterprise • Capabilities reflect site size not importance • Local buying decisions: • Reflect site specific work • Result in incompatible systems & duplication • Limited: • Flexibility • Leverage between sites • Access to distributed expertise and resources • Consistency in end-userexperience • High turnover of locations • Little / no infrastructure support staff

  6. PSTN Broadband • Centralized Management • Scalability, Reliability • Security • Consistent user experience and capabilities • Transparent extension to mobile workers Branches leverage central applications, resources and each other Improving customer service, worker productivity and business efficiency Tomorrow: Distributing Communication Applications Across the Multi-Location Enterprise Using IP Virtual Contact Center Worker Mobility Universal Branches Application Gateways

  7. Multi-Vendor Interoperability • Supports Multi-Site connectivity, Branch, Home Agents • Ease of Integration among components • IT Alignment – Familiar Technology • Presence and Events • Easy Propagation Between Components • Richer Services; e.g. Resident Expert • Native Support for Multimedia • Uniform Policies Across Media • Multimodal Interactions • Broadband/3G-Ready • Easier Call-Context Integration (CCI) • Transport Context with Signaling • Extend CTI to Rest of Enterprise SIP is a Key Enabler for Intelligent Communications

  8. PSTN Broadband Wireless Improving Customer Service Utilizing Multimedia, Presence and Context PSTN Voice & visualcontact Mobilespeech access Click-to-connectweb users Route toany agent with caller’s context Access to experts with caller context Universal Branches

  9. Finance, Logistics, … ProductSpecialist ProductSpecialist IVR Supplier WebSelf-Serve BranchOffice InteractionCenter Customer ResidentExpert InteractionCenter RegionalRep BusinessApplications Data and Intelligence Business Processes, Rules and Routing Engine Today: The Agent is at the Service of the Customer

  10. Finance, Logistics, … ProductSpecialist ProductSpecialist Supplier BranchOffice SIP and Communications Services Customer ResidentExpert InteractionCenter IVR RegionalRep IVR BusinessApplications WebSelf-Serve WebSelf-Serve Data and Intelligence Business Processes, Rules and Routing Engine Tomorrow: The Entire Enterprise is at the Service of the Customer

  11. Contact Center Agents 9 million Customer Workers Servicing Customers100 million Enterprise Workers>400 million The Entire Enterprise is at the Service of the Customer • Business communications, contact center practices, business processes and functions merge • Access knowledge across the extended enterprise

  12. Correlates with Higher Communications Intensity Intelligent Communications

  13. Enterprise Workers>400 million Workers Servicing Customers100 million Contact Center Agents 9 million Correlates with Higher Communications Intensity Intelligent Communications

  14. Demystifying the Futureof the Contact Center The critical business importanceof the contact center

  15. Driving Business Results“Help Me Grow Efficiently and Better Serve My Customers” CMO CEO Grow Revenue“Our main priority is on winning business back and growingour top line.”1 Reduce Costs“Even in growth markets, cost reduction is a top-of-mind issue.We have to reduce overhead while maximizing efficiency”2 Lower Risk“Our top two business prioritiesare security & continuity, after that next priorities are numbers5 and 6.”1 COO CIO Footnote: 1. Mercer Management Consulting, interviews with 50 c-level executives, April 2004 2. Lane & Co., focus group discussions, March 2004.

  16. Contact Center AccountabilityPressure From Many Forces External Forces Internal Forces Board of Directors CEO Sales & Marketing Finance Operations IT Human Resources Customer Regulatory Agencies Increase Shareholder Value Improve Bottom Line Results Grow Revenues Lower Costs Manage Workflow Utilize Existing Technology Reduce Staffing Provide Quality Service Protect Privacy Profitable Growth Improve Customer Lifetime Value Retain Employees Provide Multiple Points of Access Follow Vertical Regulations Increase Efficiency Do More With Less Ease of Use Provide Adequate Training Collect Relevant Data Increase Response Times Protect Brand Equity

  17. drives enables Business CommunicationStrategy Is Critical Business Strategy Business Communication Strategy and Architecture Technology Strategy Deployment & Management Strategy

  18. Blending Businessand Operational StrategyThe Historical Contact Center Challenge Efficiency (Cost Focus) Effectiveness (Revenue Focus)

  19. Riding the Contact Center Waves “Call Center” Strategy: Automate Service Tactic: Automated Issue Tracking “Contact Center” Strategy: Generate Revenue Tactic: Blending Marketing and Service Effectiveness Focus Customers As Assets Extended Contact Center Strategy: Balance of Efficiency & Effectiveness Call Center “Efficiency” Strategy: Increase Agent Productivity Tactic: Knowledge Base Tools “Post-Internet” Call Center Strategy: Cut Costs Efficiency Tactic: Call Deflection and Migration to Non-phone Channels Efficiency Focus Customers As Transactions “Help Desk” Strategy: Call Efficiency Tactic: Get Calls Resolved Quickly 1970 1980 1990 2000 2001 2002 2003 2004 2005

  20. Today’s High PerformanceContact Centers Will… • Be revenue centers, not cost centers • Be the primary channel for customer relations, including support, sales and marketing activities • Offer timely and accurate information to customers • Be the central source of data for management decision-making that involves the customer • Expand into Web-based channels • Allow technology to unburden routine tasks • Employ clusters of highly trained and empowered service reps, who have at their disposal a vast, multimedia and integrated network of customer data

  21. How Companies Are Addressing an Efficiency/Cost Savings Focus • Site and Server Consolidation • “Flatten, consolidate, extend” • Lower operational costs (systems/software/people) • Increased efficiency of interactions (“one and done,” “right place, first time”, etc) • Call avoidance and containment using natural language andself-service • Automated agents • Offshore, near-shore and outsourced contact center operations Operational Efficiency

  22. How Companies Are Addressing Effectiveness/Revenue Focus • Advanced segmentation based on customer lifetime value (CLV) or other higher-order customer models • Up-sell/cross-sell/saves based on customer segment • Knowledge management • Predictive customer analytics • Predictive call routing • Blended operational and business reporting Personalized Customer Care

  23. Make Money and Save MoneyDelivering Significant Lift in Both Areas - Simultaneously Efficiency (Cost Focus) Effectiveness (Revenue Focus) Significant ROI

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