Transcript Keeping the Customer First

Keeping the Customer First
Joe McFadden
Vice President, Marketing
Key Call Center Issues
Roadblocks to customer service delivery
Customer
Care
Managers
 Our patchwork of systems constantly cripples us:
Changes take way too long and cost way too much
 Agents: my greatest asset, my biggest expense
 I have to offer multiple service options, but it’s
unmanageable across multiple disparate systems
Information
Technology
Managers
 I want to leverage customer CRM data, but I can’t
afford the integration efforts
 Managing multiple centers, multiple systems,
multiple networks and multiple platforms is
overwhelming, there must be a better way
 If my business is interrupted for any reason, the
biggest disaster is that I’ll lose my job
Best Practices in Routing Customers
VoIP is the great enabler for customer service
Seamless
integration of
phone, e-mail, web
 Single platform
 Single view of
customer
 Consistent
treatment
Location
independence
 Expanded agent
pool
 Single distributed
virtual center
 Based on
dynamic agent
variables
VoIP is the Call
Center Enabler
•
•
•
•
Reporting
Business Rules
Administration
Service Levels
Pervasive CTI &
Business Value
Routing
 Routing based on
multiple
conditional
criteria
 100% CRM
integration
Integration of
service models
 Dynamic routing
decisions
 Optimized service
levels
Single, distributed call center
Addresses key service delivery roadblocks
Corporate LAN/WAN
PSTN
CRM
Database
Internet
Contact Center
Hub / Node
Contact Center
Node
WAN
WAN
DSL
WAN
 Multi-media on one platform

 Consistent routing workflows
 Consolidated reports
Multi-site networking
 Best-agent routing across the


enterprise – agents anywhere
Single point of admin
Consolidated reports
 Single network
 IP contact center solution - VoIP
 Major cost reductions to operations
 CTI Built-In -- CRM integrations
within hours vs. weeks or months
 Standards based
 Fast, low cost deployment
 Fast, low cost integrations
Rapidly Adapt to Business Conditions
Customer Care Manager
Challenge: FCC Mandates Flexible Payment Arrangements
for Delinquent Customers During Katrina
Solution: Lookup each customer in billing database and
route all delinquent customers to a live agent during
disasters vs. automated IVR payment application (normal
operation).
Result: Delinquent customers allowed to make payment
arrangements during disaster vs. losing cell services for
non-payment. Federal requirements met and large fine
averted.
Implementation: IVR configured in just 4 hours. Cost $0.
Simplify / Lower Cost of Deployment
Information Technology Manager
Challenge: Network systems across 6 sites and 500
agents.
Solution: Deploy a single, distributed Contact Center
system including screen pops for home-grown CRM and
Scopus.
Result: First-site rolled out in CA. Average wait times
reduced from about 100 seconds to <6 seconds the first
day.
Implementation: All functionality included standard as
part of the system.
Single Point of Administration
Information Technology Manager
Challenge: Difficult and complex to manage over 300
peak agents across 4 sites with legacy ACDs.
Solution: Deploy a single, distributed Contact Center
across 3 sites in CA and 1 in KS. Leverage standard IT and
networking support. Route to all available agents as a
single virtual pool. Add support for additional contact
center sites simply by adding additional nodes.
Result: Simplified management of all locations.
Implementation: All functionality included standard as
part of the system.
Best Practices in Routing Customers
VoIP is the great enabler for customer service
Seamless
integration of
phone, e-mail, web
 Single platform
 Single view of
customer
 Consistent
treatment
Location
independence
 Expanded agent
pool
 Single distributed
virtual center
 Based on
dynamic agent
variables
VoIP is the Call
Center Enabler
•
•
•
•
Reporting
Business Rules
Administration
Service Levels
Pervasive CTI &
Business Value
Routing
 Routing based on
multiple
conditional
criteria
 100% CRM
integration
Integration of
service models
 Dynamic routing
decisions
 Optimized service
levels
 www.nuasis.com
 Whitepapers
“Compelling reasons for VoIP in the Call Center”
 “Migrating to a VoIP based call center system”
 “Considerations when choosing an IP-based call
center system”
 “Total Cost of Ownership analysis for the NuContact
Center system”
 “Worksheet for building a migration plan to the
NuContact Center system”
