2010 corporate overview presentation - no animation · 2018-01-08 · social media in uk twitter...

Interactive Intelligence

Things that are going to happen in your contact centre this year...

Peaks and troughs…

Unexpected demands

Innovation • Experience • Value www.inin.com ©2010 Interactive Intelligence, Inc.

High interaction volumes...

...doesn‟t have to mean you

outsource your „customers

satisfaction‟!


High interaction volumes...

...it should mean that you have

the ability to scale up and down

seats, react quickly to customer

needs and switch on and off

channels and features!

It‟s all about...


• Visibility and control – real time

• Consistency – all of the time

• Flexibility to change and measure – agile

• Manage everyone involved

• Single view of the „truth‟

• Just in time and accountable attitude

Smart customer management

New channels…

Social Media


What is Social Media?


Social Media in United Kingdom

Facebook

• 30.3 million have a profile

• 48.61% of UK population

• 58.92% of online population

• 49% male

• 51% female

• Ages

• 18-34 54%

• 35-54 26%

• 54-64 4%

SOURCE: Facebakers.com


Social Media in United Kingdom

SOURCE: Facebakers.com

Top Brands on Facebook UK


Social Media in UK

LinkedIn

• Ranked 14th highest traffic site

on Alexa.com

• 1.8m unique visitors per month

• 10 minute average site visit

• “Professionals” network

• B2B usage and networking

• Resumes

• Personal Recommendations

• Customer Service uses?

• Discussion Groups

• Customer/vendor references SOURCE: LinkedIn


Social Media in UK

Twitter

• Ranked 11th highest traffic site

on Alexa.com

• 3.8m unique visitors per month

• 12 minute average site visit

• World wide there are 160 Million Twitter Accounts

• 90 million tweets a day

• 1/3 of users make Twitter a daily habit

• 51% of active Twitter users follow companies, brands or

products on social networks

• 53% women; 47% men

SOURCE: Web Marketing Group & Edison research


Your Customers are talking…about YOU

Are YOU listening?


Reporting problems about your

products & services


But also singing your praise

or seeking info


But unlike other channels, this channel

is NOT directed to you

Multi-channel

Dealing with all of this...


Like other communication channels

Calls

Emails Faxes

Social Media

Video

Chats

SMS

Web Call-back


Traditional approach...

Telco ACD IVR CTI Dialer Recorder WFM eMail + Chat

- Each channel operates in its own silo

- Tricky to manage and operate

- What about changes?

- Impossible to report the „truth‟

- Agents deliver silo‟d messages

- Inconsistent „at best‟

Customer handling tools

Client software,

management

Consoles,

Reporting,

Etc.

Client software,

management

Consoles,

Reporting,

Etc.

Client software,

management

Consoles,

Reporting,

Etc. ... ... ... ... ...


Universal queue...

Calls

Emails Faxes

Social Media

Video

Chats

SMS

Web Call-back

IC

Screen Pop

Analytics

Speech

Recognition

Predictive

Dialing

Interactive

Intelligence

ACD

IVR

E-mail

Routing

Administration

Fax

Web Quality

Monitoring

Richer customer experience...

Managing the complex systems

Growth, issues, future requirements and upgrades...


Traditional approach...


- Added over time

- Multiple platforms

- Multiple vendors

- Single vendors fronting multiple platforms

- Each operates in its own silo

Customer handling tools


Which results in ..........


- Customer complaints increasing

- Switching / defecting rates increase

- Negative feedback on social media sites

- DSO lengthen / mid to long-term debt grows

- Lose market share = revenues decline

- Not fit for purpose or just too difficult

Frustration, Disappointment, Increased Cost


What‟s coming up?


2010 was the Year of bold statements!

20% of businesses will own no IT

assets by 2012 Gartner

Two thirds of UK businesses will

migrate to the cloud by 2015 CloudVision


We already do it..

In this survey we are referring to cloud-based applications as applications that are hosted in an offsite

secure data center by a third-party vendor and contracted on a per-user, per-month basis. We are

including software-as-a-service (SaaS), communications-as-a-service (CaaS), and hosted applications

In our definition.

Yes, currently using cloud-based

applications 53%

Yes, planning to use cloud-based

applications in the next 12 months,

28%

Not using and no immediate plans but investigating,

19%

Use of cloud-based applications


Cloud “Call Centre”?


Four Key Questions for Selection

• Can we customize the

system to meet our

business needs?

• Can We Maintain Security

Over Customer Data?

• Which Solution Delivers

Us Lower Operating

Costs?

• Can We Change

Application Functionality

Quickly and Easily?


Factors for Choosing a hosted CC


What should the solution look like?

IPA

WFM

Recorder

Dialer

Customer Feedback Surveys

IVR, Speech Enabled

ACD, Email, Chat, SMS, Social

Media PBX, Telco routing

Scale up and down as

your business needs

Pay as you use

Add functionality

when you need it

New functionality

always coming online

Switch something if the

business demands it

Tightly control costs in

line with revenues

An open standards all software unified

communications solution

Complete contact center functionality on one platform

License only the components that you require

Applications pre-integrated, and easy to use

Single point of administration, single point of reporting

Communications as a Service

(CaaS) delivery option

Summary


• Demand – will always need smart management!

• Social Media – it‟s when not if!

• Multi-channel – the demand is increasing

• Managing - the complexity needn‟t be difficult

• The “Cloud” – maturity is increasing

What‟s going to happen...


• 2011: What Every Contact Center Should Know, and How to Plan For It

http://www.inin.com/resources/Pages/postevent.aspx and [email protected] for a full

set of slides or links to watch the webcast rerun

• Social Media Stat‟s - http://www.socialbakers.com/facebook-statistics/united-kingdom

• Social Media – How important is it? http://www.youtube.com/watch?v=lFZ0z5Fm-Ng

Resources...

http://www.inin.com/resources/Pages/postevent.aspx

mailto:[email protected]

http://www.socialbakers.com/facebook-statistics/united-kingdom





http://www.youtube.com/watch?v=lFZ0z5Fm-Ng



Deliberately Innovative

Simon Cook

+44 (0) 7869 189978

[email protected]

Interactive Intelligence Inc.

2010 corporate overview presentation - no animation · 2018-01-08 · social media in uk twitter...

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