contact centers
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TRANSCRIPT
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The Future of the Contact Center
– Rich Tehrani– President– TMC– www.tmcnet.com
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TMC
33 Year Old Publishing And Trade Show Company
First Magazine in Contact Center and VoIP Space
TMCnet: Top 3,500 Sites in World
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Here Is The Future
VoIP SIP Speech
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Your Future is VoIP
What is it? Regular Voice
Voice over IP
Voice
VoiceVoiceVoiceVoice
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VoIP Benefits:
Cost Remote Agents Distributed Contact Centers Offshoring – Indirect Cost
Savings Single Wire – Easier
Management Knowledge Workers
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Other Benefits:
Wireless Management Presence -- SIP Less Equipment Browser-Based Phones Better Equipment – More
Competition Push-To Talk
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IP Changes Everything
Chat E-mail Voice Video
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How Does Business Benefit?
Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client
or Phone Inexpensive Conferencing
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More Business Benefits:Hosting Becomes Easy
VoIP Allows Agents and Host to be Anywhere – Saves $
Allows Distributed Contact Center and Flexible Business Growth
Reduces Capital Expenditures
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New Business Ideas
Video Kiosks Call-Me Buttons Better Sound Through
Headsets CD Quality Conversations
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Heed Warning Signs
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Heed Warning Signs
Bandwidth IssuesSecurityQoSFind Solid Vendors
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Spam Over Internet Telephony
S P I T
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More Security Issues
Denial Of Service Firewall Issues Customer Data Issues – Be
Careful
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SIP
Device Interoperability System Interoperability Seamless Presence
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SIP Trunks
The Future Of Contact Centers HMP Connections
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Speech
20%+ Can Be Automated Quality Assessment Performance Optimization Rapid Escalation
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Home Agents
Amazing Potential Can Also Be Off Shored
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Ideas
E-Mail Integrate Media – Chat, E-Mail,
etc. Don’t Bounce Customers Don’t Over-Rely On Technology
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Future
Customers Will Become More Empowered
Will See Wait Times Online Will Have Instant Chat Capability Will Schedule Call Backs Online You Want To Be Ahead Of This
Curve Happier Customers
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The End
– Thank You For Attending And Listening And – Thank You Interactive Intelligence/Vonexus For
Inviting Me!
– WWW.TMCNET.COM
– Blog: tehrani.com
» Rich Tehrani» President» TMC» [email protected]