Transcript Slide 1

XETA Technologies
Company Overview
Who is Xeta?
• National integrator of communication technologies
– Extensive converged infrastructure/services portfolio
– Headquartered in Broken Arrow, OK
– Founded in 1981 with call accounting software in Lodging
• Financially strong public company, verifiable financials
– on NASDAQ since 1987 (XETA)
– profitable 15 years straight
• 470+ employees 25% Growth
• 24/7/365 national service and support
A Strong Partner
27 years of customer service excellence
Of 1,000 Avaya dealers, only 28 are Platinum
Business Partner of the Year Award
Of 1,500 Nortel dealers, only 9 are Elite
Service Partner of the Year award
Nationwide sales and service footprint
In-house 24/7/365 Contact Center
Direct and Indirect relationships: end users, partners
Leading the IP transition from traditional TDM telephony
Flexible and nimble, yet substantial
Where We Play
Services
Managed/Hosted Services
Application Integration
Data NOC & Monitoring
Security Audit
VOIP Readiness
Contact Ctr
Applications
UC
Communication
Servers
Content
Mobility
TDM/VOIP Key Systems
TDM/VOIP PBX
Network
Core Switching
Closet Switching
Secure Routers
Multimedia
SIP Based Solutions
VPN, Firewalls,
Protection
Network
Infrastructure
ID and Document
Design
PtP/Campus Wireless
Security
Fiber
19,000 Customers Coast-to-Coast
Awards
•
Avaya Platinum National Business Partners
– Highest level of Certification
•
Avaya Services Delivery Specialist designation
– Advanced skills required for true “full service delivery”
– One of only 5 Platinum Business Partners with this designation
•
2008 Avaya's Enterprise Business Partner of the Year for North America
– For significant revenue performance and overall growth during 2008
•
Avaya’s National Business Partner Program
– XETA receives dedicated marketing planning and execution resources from Avaya
– Seat on Avaya’s Business Partner Council.
•
Avaya IP Hall of Fame
– For significant sales and implementations of Avaya IP Solutions,
VPN/Security Products, Wireless Products and WAN Products
•
Avaya 3-Star Service Partner Award
– Completed a three-tiered Avaya Service Assessment
Awards
• Nortel Elite Advantage Partner
– Highest level of Certification. Less than 4% of Nortel’s entire business partner
community has achieved this level of Certification.
– Elite SMB Specialization
– Elite Advanced Services Specialization
• Nortel International Award for Services Innovation
– Recognition of our abilities to uniquely support Nortel customers
– 2007
• Nortel Service Partner of the Year Award
– Outstanding achievement in providing Nortel design, programming and installation
services throughout the United States.
Expertise and commitment to outstanding customer service has positioned XETA to become a
sub-contractor to Nortel for numerous advanced implementation projects.
Professional Services Organization
Talent
Expertise
• Average 20+ years
of experience
• Highest certs
across multiple
manufacturers
• Hands on expertise
• Manufacturers
field trials
• Right balance
consulting &
execution
• Results oriented
• 70% of Services has
expertise in the
areas of:
• LAN/WAN
• Modular
Messaging
• Contact Center
• Customer
Relationship
Management
• Wireless
Focus
• Consultative
Services
• Design
• Solution Creation
• Application
Solutions
Servicing our Base
Locations
Inventory
Managed Solutions Offerings
Network Design,
Implementation,
Assessment
Unified
Desktop
Solutions
Field Services
Managed
Solutions
Consulting &
Professional
Services
Outsourcing
Call Center
Solutions
Managed Services Architecture
Pro-Active
Patching
VOIP QOS
Desktop
Management
Servers Alarms
Network
Management
Voice Services
Engineering
Review
Asset
Management
Xeta
MSA
Network Security
Help Desk
( BCM IP Office)
Solutions Support Center
24x7x365 Contact Center (Tulsa, OK)
• Dual / Redundant NOC (Southborough, MA)
• In-house Lab (problem duplication, apps testing, training)
• Highly trained engineers and service technicians
Technical Support & Maintenance
• Avaya, Nortel, Cisco, Samsung, HP ProCurve, Hitachi, Innovations
• XETA Call Accounting
• National network of technicians & 3rd party vendors
Performance Focused
• Escalation Management
• Service Level Agreements
• Performance Metrics
Social Media / Networking
in the Contact Center
Rev 202010
Who’s PSS?
• Founded in 2002 by former Nortel execs
• 8 consecutive years of growth
• Profitable since inception
• 60+ highly experienced employees distributed
worldwide
• Over 150 customers, impeccable references
• One of America’s Fastest-growing Private Companies
PSS Offering
PSS provides …
• CREDboard Social Media solution
• IVR solutions (CPE, Hosted & Hybrid) and support
• CTI solutions and support
• FlexxX product lines (solutions and support)
• Professional Services
• Full lifecycle Support & Managed Services
The “Hyper-connected” world …
• Facebook has just crossed (as of July 21st, 2010) the
500 MILLION Users mark. “That is equivalent to the
combined populations of the US, Japan and
Germany1.”
• More Twitter users update their social networking
profiles … using mobile devices, … . One in Five
regular Twitter users update the service via mobile
phone several times per day, while one in three do so
at least daily2.
1“July
2Tom
21, 2010”. “ABC News” American Broadcasting Corporation. ABC. 2010-07-21
Webster Twitter Usage in American: 2010 (Edison Research.2010), pp. 7
The Social Media Customer
More than just Facebook & Twitter …
The “Face-time Quandary” ...
3
• Although Facebook dominates, Twitter rules the
airwaves!
3Google
Trends twitter, facebook, youtube, linkedin, Google 2009
<http://www.google.com/trends?q=twitter%2C+facebook%2C+youtube%2C+linkedin&ctab=0&geo=all&date=2009&sort=0>
Here to stay – and they talk about YOU!
Some interesting statistics* ...
• 93% of B2B and B2C customers want to CONVERSE with
the Companies they do business
• US adults spend 15+ hours a week in Social Media
– it’s the 4th most popular activity online today!
• 78% of consumers trust PEER recommendations
... less than 14% trust ads in any form!
• Generally, Call Centers cost $29 per customer contact,
“lower-touch” contact (such as Social Media response)
= $9 ... and MAY be 1 to many!
• Over 64% of companies are less than 12 months into
their Social Media strategies
• 39% have not initiated a strategy at all!
*Mashable.com
United Airlines: A Customer Service Debacle
4
•
•
"United will donate $3,000 to the Thelonious Monk Institute of Jazz for
Reports
of afor
10%
in spokeswoman
stock pricesaid
(inyesterday.
just one week
music education
kids,"drop
a United
…
and
1.5M hits on the Video)
The airline's change of heart came after "United Breaks Guitars" appeared
on YouTube
this week,
gathering
1.5 million hits by Friday
night but
and he
Not
only flags
airport
agent/handlers
issues,
coverage on CNN.5
spends almost 1 minute of a 4+ minute song
SPECIFICALLY calling out the Contact Center: even
pointing out a specific Individual!
5The
Canadian Press, “United Airlines give to charity in guitar gaffe,” July 11, 2009
4sonsofmaxwell
United Breaks Guitars, YouTube 2009 < http://www.youtube.com/watch?v=5YGc4zOqozo >
GAP, Inc. : Social Media = Direct Feedback!
• Oct ‘10 – Gap, Inc. posted a redesigned logo to their
website
in anticipation
marketing
"People
talk about of
it abeing
blandcampaign
and and
updating
stores.
havingsome
a more
corporate feel," Spier said.
• Within
fewother
days of
posting
the logo,
Gap had 1000’s
"But athe
thing
I found
interesting
ofwas
negative
postings
to
their
Facebook
Fan
page
and
the number of people expressing
Twitter account.
nostalgia for the old label, saying it's classic
• RESULT: Gap has pulled the logo! Customer 1
or classy, or had an old-school feel to it. "
Sentiment …
1
"Gap's new logo stirs outrage from customers," San Francisco Chronicle, 08 October 2010, online.
Contrast: Southwest Airlines vs. Kevin Smith
• Watches and responds to @thatkevinsmith offering
help and to talk through the situation
• Blogs their side (@southwestair) of the story which
includes the fact that Kevin was on “standby for an
earlier flight!”
The Enterprise is catching on to Social Media!
• “The ants have megaphones!”
– Steve Kaay, US Auto Parts
• “We met our SLA’s and Failed!”
– John Belanger, Yahoo, talking about a Customer Service
debacle regarding #pleasehelppiper
• “Outsourcing is not an option! In Social Media
authenticity is key and only you can provide
that!”
– Harvard Business Review, November 2010 talking about
Social Media and Customer Response
Click to edit Section title style
Social Media Reputation Dashboard
No one department “owns” the customer ...
• Most Social Media / Networking Tools are geared /
focused on the CMO and Marketing Department,
but ...
– Marketing needs to be involved, this is a channel to
Inform and Entertain about your Products and Services
– Sales also needs to be involved, they’re the best to
seek out “commercial intent” as well as potential
leads, etc.
– Contact Center / Customer Service as well as they are
TRAINED to deal with Customer Issues/Inquiries in
both good and bad situations.
– Others??? – Corporations must avail themselves!
Not just Monitor – ACTION!
• Most tools were built on the concept of Monitor and
React ... CREDboard is built for ACTION:
– Can Start/Update a Conversation/Status online
– Can watch for trends and Alerts and activate MULTIPLE
responders (SMS, Tweets, Email, CTI events, etc.)
– Can “spawn” events in any of the above media-types to
proactively engage customers
– ... And, of course, we can REACT too! ;)
Built in the Cloud, for the Cloud!
• Based on our proven FlexxBridge in the Cloudtm
technology. Every interaction is standardized and
aggregated through FBitC.
– Allows fast, tight integration to new/different Social Media
API’s/capabilities
– Single tool provides consistent interface for rapid changes /
additions
• Multi-Tenanted: Multiple employees for a given
customer can View/Monitor/Update a single
“Corporate Brand” ID – all with Logging!
An example of CREDboard in action …
DM User: Thank you for
the wonderful Tweet!
Please accept this 10%
@PSSHelp helped us
off coupon on your next
solve a 3 year old issue
transaction with
with our Call Center!
@PSSHelp!
Ring, Ring!
Sentiment: +3.5 (out of 5)
Influencer: 77 (out of 100)
 Send Thank You + Call
Get the benefit of Industry Leaders …
• Clarabridge – Sentiment Analysis
– Clarabridge’s advanced Sentiment Scoring automatically understands
negation, conditional sentiment, and other linguistic nuances to
provide accurate context and insight about attitudes expressed in
customer feedback. Sentiments can be tuned via the Clarabridge
Navigator interface to allow for concepts specific to any organization or
industry.
• Klout – Influencer Scoring
– Klout tracks the impact of your opinions, links and recommendations
across your social graph. We collect data about the content you create,
how people interact with that content and the size and composition of
your network. From there, we analyze the data to find indicators of
influence and then provide you with innovative tools to interact with
and interpret the data.
Get the benefit of Industry Leaders …
• RapLeaf – Customer Insight
– Rapleaf helps you better understand who your customers are so you
can personalize communications and boost interactions while lifting
conversions. Deep Social Insight; Rapleaf helps you understand your
customers‘: Demographics, Lifestyles and Interests, Influence,
Occupation, Social Media Memberships, Offline Brand Affiliations,
Friend Connections, and more.
The CREDboard Supervisor’s Tool ....
The Agent popUp – Reputation Responder
Let’s hope this doesn’t happen to your
company ...
Hey @<removed> you suck! I hate you!
I hate you! I hate you! I hate you!
I’m gonna kill you!!!
@LovnKittens
May 9, 2010 10:45:08 CDT via Twitteriffic
“You tell your Friends about a good experience ...
You tell the WORLD about a bad one !!!”
- Tom Peters, Business Management Best-Selling
Author
Thank you
Keith Ward
[email protected]
925-208-2405
Twitter: kward_pss
www.psshelp.com
1.877.289.7770
Mar’ia Adkisson
[email protected]
925-208-2380
Twitter: Madkisson
@PSSHelp
facebook.com/PSSHelp