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NEC Unified Solutions 2005 Contact Center Seminar Objectives 1. Interactive “Product Agnostic” Presentation – - Contact Centers Today What Makes A Contact Center Successful What Keeps You Up At Night?? Available Technology 2. Define Your Vision Of The Future - - Assessment Traffic Analysis Site/Customer Centric Solutions Road Map To Success © 2005 NEC Unified Solutions, Inc. Introductions Mr. Louis Van De Water - VP/GM NEC Northeast Region Mr. John Orchanian - Account Executive, NEC NY/NJ Commercial Mr. Chuck Cuggino - President, TFB Systems Mr. Isaac Grodzinski - Channel Manager, Allot Systems © 2005 NEC Unified Solutions, Inc. Agenda Introductions - Richard Rizzuti - Louis Van De Water - John Orchanian - Chuck Cuggino Opening Address Contact Center Issues Solutions! Break Contact Centers & IP Telephony - Isaac Grodzinski - Chuck Cuggino - All Tying It All Together With NEC Question & Answers Give-Aways © 2005 NEC Unified Solutions, Inc. NEC “Not just Technology, a Partnership” Lou Van De Water Vice President/General Manager East Region April 29, 2005 Thank You ... For Your Business Thank You ... For Your Support We Appreciate and Value Our Partnership © 2005 NEC Unified Solutions, Inc. NEC Corporation Founded in 1899 24 manufacturing facilities in 8 countries Revenues: $47 billion (4,906 billion yen) 85th in Fortune Global 500 Common Stock NASDAQ (Symbol: NIPNY) 40th Largest Manufacturer in the World – Industry Week Vision & Innovation 48,000 patents worldwide Top 5 in US patents for last 12 years 12 R&D facilities in U.S., Japan, Germany & China © 2005 NEC Unified Solutions, Inc. Confidential NEC in the United States NEC USA Melville, NY NEC Display Solutions of America NEC Solutions America Itasca, UIL Rancho Cordova, CA 4,000 Employees 94 Locations $2B+ Revenues NEC Labs America Princeton, NJ NEC Electronics America Santa Clara, CA NEC Unified Solutions Irving, TX © 2005 NEC Unified Solutions, Inc. NEC America Irving, TX Confidential Highlights • Ranked #3 in U.S. sales of Communications • Ranked #2 in U.S. sales of commercial plasma displays #85 in Fortune Global 500 • Ranked #3 in U.S. sales of LCD projectors / displays • Ranked #8 in worldwide semiconductor sales #53 in BusinessWeek IT 100 • Ranked #3 in worldwide microcontroller sales • Ranked #4 in worldwide ASIC sales • NEC fingerprint matching technology ranked first #300 in Global 2000 • A key supplier to the world's first third-generation wireless (3G) #5th of top 300 Global #40 Largest Global Manufacturers © 2005 NEC Unified Solutions, Inc. NEC’s Corporate Commitment “NEC will constantly strive to meet our customers' business challenges by providing superior technology, applications and services. Customer loyalty is our No. 1 priority.” Akinobu Kanasugi President NEC Corporation © 2005 NEC Unified Solutions, Inc. Delivering Customer Satisfaction NEC Customer Support Rating Vendor IP Assessment Rating 5.0 5.0 4.3 5.0 4.5 4.0 3.5 3.0 2.5 2.0 1.5 1.0 0.5 0.0 NEC 04 Customer Survey © 2005 NEC Unified Solutions, Inc. nt ce T T& A Customer Rating 3.0 Lu V Quarterly Rating o 3.50 is c 3.70 M 3.90 C 4.10 3.8 3.3 er iz on A va ya S pr in t 4.30 4.0 4.0 EC 4.50 N 4.70 IB 4.90 InfoTech 04 Customer Survey NEC Unified’s Direction Strengthen Customer Partnership - Investing in Solutions Oriented Training - Expand Customer Access to Information - “Trusted Advisor”- Strategic Planning Reinforce Market Position As Solution Provider - Create Value Add Beyond Hardware - Broaden Application Partnerships - Continue to Expand Managed Service Portfolio Strategic Initiatives - UNIVERGE As The All-Inclusive IP Strategy - Invest in Vertical Solution Sets and Programs © 2005 NEC Unified Solutions, Inc. Today’s Provider Options Manufacturers with Services Arm - PBX, gateway, router or server products Traditional Systems Integrators Value-Added Resellers Network Services Providers with Systems Integration Arm Traditional Consulting Firms Emerging Category: Total Solution Provider © 2005 NEC Unified Solutions, Inc. Total Solution Provider: NEC Core Competency in Communications - Best Communications Products in The Industry Market Leadership Financial Stability & Proven Experience Value Beyond Product Fulfillment - Expertise in Complex Network Design, Integration and Support Strategic Relationships - Extensive Dealer Network Business Enabling Application Providers Vertical System Integrators © 2005 NEC Unified Solutions, Inc. Partners – NEC Unified © 2005 NEC Unified Solutions, Inc. Conclusion Market and Technology Are Driving Change Convergence is Complex NEC Unified Brings Value That Others Cannot – A Total Solution - Strategic Partnerships Proven Expertise Critical Services Skills Commitment to a Strong Channel - Strong Support to Ensure the Best Customer Experience NEC And Our Dealers Will Continue To Evolve To Better Meet Your Needs And Earn Your Trust © 2005 NEC Unified Solutions, Inc. Thank You! © 2005 NEC Unified Solutions, Inc. Contact Center Issues John Orchanian Account Manager Today's Contact Center Environment Customers want options Blending inbound/outbound services New factors effect Contact Center operation © 2005 NEC Unified Solutions, Inc. Challenges of Contact Center Managers Doing more with fewer resources Layers of disparate applications Transient workforce Ineffective cross-selling and up-selling Inability to respond to customer needs © 2005 NEC Unified Solutions, Inc. Multimedia Contact Center Live voice communications Multimedia communications - Web Dialog - Email - IVR - Video Real-Time Display Historical Reporting © 2005 NEC Unified Solutions, Inc. Conclusion The Contact Center makes a first impression Successful Centers are driven by Customer needs Next generation Contact Center achieved through Agent Productivity © 2005 NEC Unified Solutions, Inc. Superior Contact Center Solutions Chuck Cuggino Evolution – Call Center to Contact Center “Blended” inbound/outbound calling Multi-Media communications Real-Time Data utilization Consolidated Reporting “Virtual” Centers © 2005 NEC Unified Solutions, Inc. Why NEC ? Web IVR Data Voice “Open” Systems / Open Standards Open Development Environment Users / Third Party feature development Connectivity Standards Multi-use Systems © 2005 NEC Unified Solutions, Inc. Reports Why NEC ? Web Reports IVR Data Voice IP Connectivity Fusion Networking “Agent Anywhere” © 2005 NEC Unified Solutions, Inc. Multiple ACD Multiple Sites Why NEC? Interactive/Automated Applications Multi-Media Communications Monitoring (Real-Time) - PC Wallboard - Pro-Active Alarms Example>> Supervisor/Administration (Real-Time) - Anyone/Anywhere - Drag & Drop - Agent Assignments Reporting (Real-Time & Historical) - Cradle to Grave Anyone/Anywhere Unlimited Reports (Drill Down) Database Dump (Report Generator of your choice) Multi-Media communications Automated Applications © 2005 NEC Unified Solutions, Inc. Example>> Real-time Monitoring <<Back Example – Monitor all activity in the contact center © 2005 NEC Unified Solutions, Inc. Cradle-to-Grave Reporting Comprehensive contact reports © 2005 NEC Unified Solutions, Inc. The Case for Network Availability “Today’s Environment” Isaac Grodzinski Allot Communications [email protected] Background Establish the case that a new level of network intelligence is needed to ensure that network resources more strategically support call center goals. © 2005 NEC Unified Solutions, Inc. Foundation Organizations are more complex, far-reaching and diverse than ever The business strategies that direct those organizations are more complex, far-reaching and diverse than ever The networks that support those organizations are more complex, far-reaching and diverse than ever Organizations are more reliant on their networks than ever and that reliance continues to increase Despite quantum technology advances, today’s converged networks are ALL based on the notion that every packet on your network is equally important to your business © 2005 NEC Unified Solutions, Inc. Increased Business Complexity Mergers & acquisitions New business units Reorganizations/restructuring Cross-functional teams, new processes New product lines, cost centers, profit centers Management changes New strategies, new goals Global expansion New channels, new partners © 2005 NEC Unified Solutions, Inc. The Network Environment - © 2005 NEC Unified Solutions, Inc. Network traffic volume is doubling each year Many organizations are totally reliant on their networks Network access is largely unregulated Traffic is handled on a first-in-first-out basis Buy more bandwidth, or risk impacting business productivity? Increased Network Complexity © 2005 NEC Unified Solutions, Inc. The High Cost of Poor Performance - Poor network performance = poor productivity = poor business results - Degraded network performance costs a typical business millions/year* - Application slowdowns can amount to $100/second** * Source: Infonetics Inc., “The Costs of Enterprise Downtime 2003” Study ** Source: The Standish Group, as reported by Software Magazine © 2005 NEC Unified Solutions, Inc. The Strategic Information Flow Strategy Flow Board/Executive Level Information Flow STRATEGIC Business strategies Corporate goals Mission statement Individual goals Organizational Level Job descriptions TACTICAL Budgets IT/Network planning documents IT/Network Level © 2005 NEC Unified Solutions, Inc. Funding requests New application requests A New Level of Network Intelligence Strategy Flow Information Flow Board/Executive Level Organizational Level IT/Network Infrastructure © 2005 NEC Unified Solutions, Inc. Policy-based Traffic Management The Result Corporate Priorities: 1. Customer satisfaction 2. Increase revenues 3. Decrease expenses 4. Comply with SarbanesOxley Act requirements 5. Avoid litigation 6. Minimize network downtime © 2005 NEC Unified Solutions, Inc. Network Actions: - - CRM is highest priority traffic SFA is next highest priority Allocate dedicated WAN bandwidth to VoIP traffic Oracle Financials gets top priority at month-end - Block P2P traffic - Block worms, viruses and DoS attacks © 2005 NEC Unified Solutions, Inc. Call Center Traffic Management Improve VoIP call quality (call-by-call and/or in aggregate) Prioritize call center applications relative to other corporate applications or users - By application - By user (or user group based on range of IP addresses) Improve customer satisfaction & call center productivity w/the highest possible network and application response time Use NetAccountant to store (long-term) and track call center productivity & trends by user or by application © 2005 NEC Unified Solutions, Inc. Before Network Intelligence… VoIP and CRM get squeezed by lower priority traffic © 2005 NEC Unified Solutions, Inc. After Network Intelligence… Corporate & call center priorities are enforced © 2005 NEC Unified Solutions, Inc. Product Overview - Optimize WAN infrastructure Maximize business-critical application performance Block or control unwanted or malicious traffic Ensure performance of delay-sensitive voice & video traffic World-class network performance monitoring and reporting • Intuitive, award-winning user interface • Carrier-grade reliability • Remote monitoring/management • Standards-based interfaces © 2005 NEC Unified Solutions, Inc. TyingThank It AllYou Together…With NEC Chuck Cuggino Tying It All Together…With NEC What are the next challenges? What will technology offer? Who is best positioned to deliver the needed solutions? How do we prepare for the many unknowns? © 2005 NEC Unified Solutions, Inc. Tying It All Together…With NEC The User is in CONTROL! - “Open” Systems/Development Environment - Standards Compliance - Technology Diversity (voice, data, video, etc.) - Supplier Commitment to Continuity - Support NEC: Global Presence - Technology Excellence/Evolution - Local Resources - “Open” Business Approach – Partnering with customers, developers, manufacturers………….. © 2005 NEC Unified Solutions, Inc.