Transcript Customer Response Management & the VoIP Revolution

Customer Response Management
& the VoIP Revolution
Peter Monaco
VP, Engineering, Nuasis
Intelligent Customer Response
Management of multiple customer service models
• You want to maximize self-service to
drive down operational costs
• But, customers want to do business
with you on their terms
Immediate
Assistance
Deferred
Assistance
SelfService
• You want to provide multiple
service entry points
• But the cost to manage those
service models is prohibitive
Traditional Customer Response
Multiple independent customer service models
Voice
Immediate
ACD
Deferred
Vmail
Email
•
•
•
•
Separate systems
Costly acquisition and management
Costly integration
Difficult to measure
Immediate
Escalation
Self-Service
IVR
Web
Deferred
ERMS
Immediate
Chat
Self-Service
Deferred
AutoResponse
Forms
Self-Service
FAQ
Traditional Call Center Model
Vertical solutions - hardware centric - proprietary
Self-service
Call Routing
DB Access
Help desk,SFA
Application
Monolithic
Monolithic
Monolithic
Distributed
Architecture
Telephony
Telephony
Data
Data
Proprietary
Proprietary
Generic
Generic
IVR
ACD
CTI
CRM
Network
HW Platform
Traditional Call Centers
Three tiers -- two networks + integration
CRM
Database
Corporate LAN/WAN
WAN
CRM
Database
WAN
DSL
Internet
Third
CTI Hardware Integration
and Middleware
Layer
CTI Hardware
and Middleware
CTI Hardware
and Middleware
PSTN
E-mail Center
WAN
CTI Hardware
and Middleware
ACD
ACD
ACD
ACD
Call Center
Telephony Network
Web Collab
The Horizontal Call Center Model
Software centric – better fit for new service models
Application Layer
Self-service, contact routing and queuing, SFA,
help desk, analytics, ERP
Architecture Layer
VoiceXML, VoIP, SIP, XML, SOAP, ODBC/JDBC
Network Layer
IP, ATM, frame, QoS, RSVP, multiple routes, TDM
IT
HW Platform Layer
Generic servers, Linux, Windows, SNMP, UPS
IT
Business Unit
Business & IT
VoIP enables the new software-only, horizontal application deployment model
VoIP enables a software-only solution
Single solution for all media across multiple sites
Corporate LAN/WAN
PSTN
Node
Hub / Node
WAN
CRM
Database
Internet
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
 Linux OS / SIP / Oracle
Customer Response Software
Key to the Customer Relationship Strategy
A Full-Spectrum CRM Software Solution
NuContact Center S/W
Customer
Response
Management
Siebel, Oracle, etc. S/W
Customer
Relationship
Management
ERP
Kbase
IVR
Multi-media contact routing
Agent / resource activity reporting
Real-time information
Operations cost management
Contact history
Forecasting
Tracking
Knowledge base
• Software-based solutions for tighter integration of the
contact points and the relationship data
• Lower cost deployment of contact center solutions
• Improved return on CRM investments