Transcript The Business Case for VoIP In Your Contact Center Brett

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
–
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
Too Common Approach to VoIP
TDM PBX
IP PBX
Agents &
Supervisors
Administrator
Data
Router
Redundant
Core Technology
Proprietary
Applications
Site 1
LD
Data
Data
Router
Redundant
Core Technology
Proprietary
Applications
Site 1
LD
PSTN
PSTN
Data
Site 2
Data
Site 2
Dedicated Users
Dedicated Users
LD
LD
PSTN
PSTN
Data
Administrator
PSTN
PSTN
Data
Agents &
Supervisors
Site n
Data
Site n
VoIP Lets You Redefine
Customer Interaction
• Eliminate redundancy across the
enterprise
Agents &
Supervisors
Shared Core
Technology
IP PBX
PSTN
Customer
Data
Data
Router
• Drive productivity across the
enterprise
Open
Systems
Converged
Network
LD Bypass
Knowledge Workers
• Serve customers more powerfully
across the enterprise
Home Office
Administrators
Users Anywhere:
Virtual
• Manage the new environment
efficiently cross the enterprise
Business Value of VoIP
• PSTN Bypass
o
o
Internal, Voice VPN
Queuing and IVR
• Efficiency [Cost Savings] In Personnel
o
Reduce idle time for call handling personnel
• In Contact Centers
• At the Branches
• Internal Calls
o
Eliminate redundancy
• Efficiency [Cost Savings] In System Management
o
o
Manage a single infrastructure
Eliminate redundancy
• Customer Service Improvements
• Productivity Increases
o
o
Handle more transactions
Capture more revenue
Case Study:
Allianz
Life Insurance
Company
200 Agents
Allianz: 200 Agents
Why Change?
• The Call Center is the first voice of the Company for
independent insurance agents and their policyholders
• Continually raise the service bar to assure that
independent agents
continue to sell their products and their clients keep
what they buy
• The customer experience must be Second To None!
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
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
Better Routing and Agent Tools
Monday, 09/22
•
•
Call Volume - 3117
Abandon Rate - 19.6%
•
Monday, 09/29
Service Level - 41%
•
•
•
Call Volume - 2972
Abandon Rate - 9.9%
Service Level - 58%
•
ASA - 2:47
•
ASA - 1:37
•
AHT - 5:50
•
AHT - 5:10
16% Productivity Improvement in Call Handling!
Better Reporting and Management
Real-Time
Historical
• Available to Supervisors
through a Central
Reporting System
• Real time pulse all day –
every day
• Delivered to the Agent
Desktop
• Consolidates multiple
systems
• Eliminates spreadsheet
merging
• Agents self-manage
25% Reduction in Supervisor Time!
VoIP Benefits at Allianz Life
• Applications Features Exceeded Previous TDM
Environment
• Efficiency Improvements and Cost Reduction
o
o
16% Efficiency Improvements
25% Management Reduction
• Application Benefits justified VoIP Technology
Migration
o
Positioned to leverage VoIP specific applications in
the future
Case Study:
Department of Revenue
Contact Center –
Ely, MN
State of
Minnesota
Hosted
InterTechnologies Group
(ITG) & Department of
Revenue –
St Paul, MN
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
o
Converge multiple statewide networks onto a single ATM/IP
network
o
Ease administration, increase reliability, and reduce costs.
o
Share telecom resources across autonomous state agencies to
reduce infrastructure costs
o
Minimize operational costs
at the agency level
State Hosted IP Solution
• Carrier class
Department of Revenue
• Fully partitionable for
individual agencies
Secretary of
State
• Manageable by the State
IP PBX
PSTN
Customer
Data
Data
Router
Converged
Network
LD Bypass
Department of Revenue
InterTechnologies Group (ITG)
Hosts Core Technology
Administrators
Agency N
Current Scope
• 12 Agencies Configured
o
o
o
o
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
VoIP Benefits for the
State of Minnesota
• Improves Customer Service
o
o
e-Government services
Provides robust services to smaller agencies
• PSTN Bypass
o
Department of Revenue - $100,000 a year
• Manageable by the state
o
o
Partitioned, Multi-level administration
Agencies can choose to administer (or not)
Managed As Hosted
Core system management
Initial company provisioning
Set up Site A
ROUTINE
AGENCY ADMIN
Set up administrator 1
Adds and Changes
o
IP Tel users
o
Agents, Skills, Teams
Day to day operations
o
Agent, supervisor,
management applications
Set up Site B
Set up administrator 2
Adds and Changes
o
IP Tel users
o
Agents, Skills, Teams
Day to day operations
o
Agent, supervisor,
management applications
Set up administrator 1
Adds and Changes
o
IP Tel users
o
Agents, Skills, Teams
Day to day operations
o
Agent, supervisor,
management
applications
Distributed Enterprise
Communications Challenges
• Customer Service
o
o
o
Sites are communications islands
Customer service is inconsistent from site to site
Limited options for communications features at smaller locations
• Efficiency/Productivity
o
o
o
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
o
PSTN Charges
• Queuing, IVR and 800
• Internal and External LD
o
o
System management is not cohesive
Cost of redundant telecom systems
Case Study:
W.W. Grainger
400 Sites
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)
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
Previous PBX Environment
Data Center
Data Center
Branch 1
Local
Exchange
Carrier
Technical Support
Executone
Data Network
Branch 2
Local
Exchange
Carrier
Comdial
Branch 289
Local
Exchange
Carrier
Avaya
Long
Distance
(800) Carrier
Credit
Strategic Project Profile
• Grainger Goals
o
o
o
o
o
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
o
o
o
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
o
Don’t be First!
New Customer Interaction Network
Site 1
Branch 1
Local
Exchange
Carriers
Long
Distance
(800) Carrier
Call Queued at the Edge
All Agents are Busy
Routing
Controlled
at the Core
CallManager
Unity
Outbound
Option
Site 2
CentralControl™
IP Communications
Management
System
IP WAN
Branch
Office 3
CallManager
Unity
Outbound
Option
Branch 2
Agents are Available
Call is Transferred When Agent Accepts It
Call Transferred if Required
Specialized
Contact Centers
MarketRouting™
If service level
not available,
call is queued to
other branches
in the:
• Sub-Market
• Market
• Call Center
MarketRouting™
Market A
Branch
A
If service level
not available,
call is queued to
other branches
in the:
Contact
Center
Branch
B
Branch
C
Branch
D
Branch
E
• Sub-Market
• Market
• Call Center
Branch
G
Branch
F
Branch
H
Chicago Region
Branch
I
Branch
J
Branch
K
Branch
L
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
Performance Reporting
Before
Telephone Service Level Results
16 Chicago Market Branches
Percent of Calls Answered Within 20 Seconds
100%
98.9%
99%
98.2%
98.3%
98%
97%
High 95.8%
96%
96.9%
96.2%
95.2%
97.3%
95.6%
99.4%
98.4%
96.9%
96.9%
96.0%
94.0%
95%
94%
93.7%
93%
92%
Avg. 92.1%
91% Low
92.4%
92.6%
92.6%
91.7%
90.5%
90%
89%
90.4%
89.1%
Jan
Feb
Mar
Source: Spanlink Central Control Reporting
Apr
May
June
July
Aug
“Making it Simple For
Customers”
Before CSTP
After CSTP
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 anticipate incremental sales between $1 and 2 million
dollars in the first full year of implementation because of
the ability to connect customers to other parts of the business.
... Because of these early results, we are accelerating the rollout of the telephony project."
- Chairman and CEO
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
Customer Interaction
that Spans the Enterprise
Central Control Reports
Knowledgebase
Web Q&A
C) Supervisor
Chat via CAD
Supervisor
A) Allow Customer to escalate
Agent
Speech Q&A
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
Thank You!
Brett Shockley, CEO
[email protected]
763-971-2114
Questions?
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
Too Common Approach to VoIP
TDM PBX
IP PBX
Agents &
Supervisors
Agents &
Supervisors
Administrator
PSTN
PSTN
Data
Data
Router
Redundant
Core Technology
Site 1
Data
Data
Router
Proprietary
Applications
LD
Redundant
Core Technology
PSTN
Site 1
Proprietary
Applications
LD
PSTN
Data
Site 2
Data
Site 2
Dedicated Users
Dedicated Users
LD
LD
PSTN
Data
Administrator
PSTN
Site n
Data
Site n
VoIP is Transformational – Lets You Redefine Customer Interaction
• Eliminate redundancy
across the enterprise
Agents &
Supervisors
Shared Core
Technology
IP PBX
Open
Systems
PSTN
Customer
Data
Data
Router
Converged
Network
LD Bypass
Knowledge Workers
Home Office
Administrators
Users Anywhere:
Virtual
• Drive productivity across
the enterprise
• Serve customers more
powerfully across the
enterprise
• Manage the new
environment efficiently
cross the enterprise
Business Value of VoIP
• PSTN Bypass
o
o
Internal, Voice VPN
Queuing and IVR
• Efficiency [Cost Savings] In Personnel
o
Reduce idle time for call handling personnel
• In Contact Centers
• At the Branches
• Internal Calls
o
Eliminate redundancy
• Efficiency [Cost Savings] In System
Management
o
o
Manage a single infrastructure
Eliminate redundancy
• Customer Service Improvements
Case Study:
Allianz
Life Insurance
Company
200 Agents
Allianz Life-Insurance Company – 200 Agents
Why Change?
• The Call Center is the first voice of the Company for independent
insurance agents and their policyholders
• Continually raise the service bar to assure that independent agents
continue to sell their products and their clients keep what they
buy
• The customer experience must be Second To None!
VoIP Enables New Levels of Service
Co-Browsing
 Web-Chat
 E-Mail Management
It’s NOT about technology,
it’s about – the
customer’s experience.
 Web-Casting
 Remote Call Centers
 Remote Representatives
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
Better Routing and Agent Tools
Monday, 09/22
•
•
•
Call Volume - 3117
Abandon Rate - 19.6%
•
Monday, 09/29
Service Level - 41%
•
•
Call Volume - 2972
Abandon Rate - 9.9%
Service Level - 58%
•
ASA - 2:47
•
ASA - 1:37
•
AHT - 5:50
•
AHT - 5:10
16% Productivity Improvement in Call Handling!
Better Reporting and Management
Real-Time
•Available to Supervisors through
a Central Reporting System
• Real time pulse all day – every day
Historical
•Consolidates multiple systems
•Eliminates spreadsheet merging
•Delivered to the Agent Desktop
• Agents self-manage
25% Reduction in Supervisor Time!
VoIP Benefits at Allianz Life
• Applications Features Exceeded Previous
TDM Environment
• Efficiency Improvements and Cost Reduction
o
o
16% Efficiency Improvements
25% Management Reduction
• Application Benefits justified VoIP
Technology Migration
o
Positioned to leverage VoIP specific applications
in the future
Case Study:
State of
Minnesota
Hosted
Department of Revenue
Contact Center –
Ely, MN
InterTechnologies Group (ITG) &
Department of Revenue
St Paul, MN
•
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
o
Converge multiple statewide networks onto a single
ATM/IP network
o
Ease administration, increase reliability, and reduce costs.
o
Share telecom resources across autonomous state
agencies to reduce infrastructure costs
o
Minimize operational costs at the
agency level
The State of Minnesota’s Hosted VoIP Solution
• Carrier class
Department of Revenue
• Fully partitionable for individual
agencies
• Manageable by the State
Secretary of
State
IP PBX
PSTN
Customer
Data
Data
Router
Converged
Network
LD Bypass
Department of Revenue
InterTechnologies Group (ITG)
Hosts Core Technology
Administrators
Agency N
Current Scope of State of
Minnesota Network
• 12 Agencies Configured
o
o
o
1650 IP-Phones
14 Discrete IP Contact Center Agents (300 agents)
70 Self-Service Applications
•
•
•
•
o
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
VoIP Benefits for the State of
Minnesota
• Improves Customer Service
o
o
e-Government services
Provides robust services to smaller agencies
• PSTN Bypass
o
Department of Revenue - $100,000 a year
• Manageable by the state
o
o
Partitioned, Multi-level administration
Agencies can choose to administer (or not)
Managed Like a Hosted
Solution
Core system management
Initial company provisioning
Set up Site A
ROUTINE
AGENCY ADMIN
Set up administrator 1
Set up Site B
Set up administrator 2
Adds and Changes
o IP Tel users
o Agents, Skills, Teams
Day to day operations
o
Agent, supervisor,
management
applications
Set up administrator 1
Adds and Changes
– IP Tel users
– Agents, Skills, Teams
Day to day operations
– Agent, supervisor,
management applications
Adds and Changes
– IP Tel users
– Agents, Skills, Teams
Day to day operations
–
Agent, supervisor,
management applications
Distributed Enterprise
Communications Challenges
• Customer Service
o
o
o
Sites are communications islands
Customer service is inconsistent from site to site
Limited options for communications features at smaller
locations
• Efficiency/Productivity
o
o
o
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,
and 800
Challenges
grow IVR
exponentially
with a greater number of sites.
o
• Internal and External LD
o
System management is not cohesive
Case Study:
Industrial
Parts
Supplier
400 Sites
Customer 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
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
Previous PBX Environment
Data Center
Data Center
Branch 1
Local
Exchange
Carrier
Technical Support
Executone
Data Network
Branch 2
Local
Exchange
Carrier
Comdial
Branch 289
Local
Exchange
Carrier
Avaya
Long
Distance
(800) Carrier
Credit
Strategic Project Profile
• Customer Goals
o
o
o
o
o
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
o
o
o
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
o
Don’t be First!
New Customer Interaction
Network
Site 1
Branch 1
Local
Exchange
Carriers
Long
Distance
(800) Carrier
Call Queued at the Edge
All Agents are Busy
Routing
Controlled
at the Core
CallManager
Unity
Outbound
Option
Site 2
CentralControl™
IP Communications
Management
System
IP WAN
Branch
Office 3
CallManager
Unity
Outbound
Option
Branch 2
Agents are Available
Call is Transferred When Agent Accepts It
Call Transferred if Required
Specialized
Contact Centers
MarketRouting™
If service level
not available,
call is queued to
other branches
in the:
• Sub-Market
• Market
• Call Center
MarketRouting™
Market A
Branch
A
If service level
not available,
call is queued to
other branches
in the:
Contact
Center
Branch
B
Branch
C
Branch
D
Branch
E
• Sub-Market
• Market
• Call Center
Branch
G
Branch
F
Branch
H
Chicago Region
Branch
I
Branch
J
Branch
K
Branch
L
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
Performance Reporting
Before
Telephone Service Level
Results
16 Chicago Market
Branches
Percent of Calls Answered Within 20 Seconds
100%
98.9%
99%
98.2%
98.3%
98%
97%
High 95.8%
96%
96.9%
96.2%
95.2%
97.3%
95.6%
99.4%
98.4%
96.9%
96.9%
96.0%
94.0%
95%
94%
93.7%
93%
92%
Avg. 92.1%
91% Low
92.4%
92.6%
92.6%
91.7%
90.5%
90%
89%
90.4%
89.1%
Jan
Feb
Mar
Source: Spanlink Central Control Reporting
Apr
May
June
July
Aug
“Making it Simple For
Customers”
Before CSTP
After CSTP
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 anticipate incremental sales between $1 and 2 million
dollars in the first full year of implementation because of
the ability to connect customers to other parts of the business.
... Because of these early results, we are accelerating the rollout of the telephony project."
Chairman and CEO
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
Customer Interaction that
Spans the Enterprise
Central Control Reports
Knowledgebase
Web Q&A
C) Supervisor
Chat via CAD
Supervisor
A) Allow Customer to escalate
Agent
Speech Q&A
Summary
• VoIP is Transformational
• Opportunity to Redefine Customer
Interaction
o
What’ Your Vision?
• Focus on how to solve the business problem
o
What are the possibilities?
• No geographic constraints
o
Build a solution that delivers results:
– Enterprise-wide improvements efficiency, productivity and
customer satisfaction
Thank You!
Brett Shockley, CEO
[email protected]
763-971-2114
Questions?