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NC II Qualific
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An Introduction
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an organization that providescustomer interaction servicessuchas customer care,technical supportand advisory services to othercompanies for a fee.
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Code BASIC COMPETENCIES
500311105 Participate in workplacecommunication
500311106 Work in a team environment
500311107 Practice career professionalism
500311108 Practice occupational health and
safety procedures
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Communicate effectively usingEnglish Language
Deliver quality customer service Perform computer operation and
internet Navigation Demonstrate understanding andknowledge for the American cultureand geography
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Contact center versus call center
The IP contact center services roadmap
IBM enhancements to the IP contact center
Key benefits
Summary
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MNCHS-CCS
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Business challenges commonly faced with call centers
What is thecustomer c
Can we imgeneration effective crselling?
Will more eimpact our
What is theCustomers
How do wewallet-shar
How do we improve customersatisfaction?
Are we offering our customersthe right choices?
Should we consider segmentingour customers?
Can we improve service by
integrating our CustomerChannels?
How can we improve CustomerLoyalty?
What is the best way to reducehandle time?
How can we improve ourpercentage of first call resolution
How do we improve agentutilization?
How can we migrate callers to
self-service?How can we reduce agentturnover?
Is there a way to improve the waywe route calls between callcenters?
Customer ExperienceOperational Effectiveness Revenue Enhancem
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Whats the difference? A call center handles telephones only A contact center handles all types of communications
telephones, e-mail, instant messaging and Web-pagesharing for extreme flexibility and improved customer serv
What are the features of the contact center of the
future? Standards-based, open architecture for adaptability Multimodal for enhanced customer experience Multichannel for enhanced agent productivity and speed of
customer service Location independent for flexible operations
Converged for reduced costs and simplified maintenance
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MNCHS-CCS
Moving from disjointed voice and data communications systems atisolated call centers
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TDM-based PBX/ACD/IVR
Agents Site A CampusLAN
CampusLAN
TDM-basedPBX/ACD/IVR
PSTN(voice) ACD: automatic call distributorIP: Internet Protocol
IVR: interactive voice responseLAN: local area networkPBX: private branch exchangePSTN: public switched telephone networkTDM: time-division multiplexingWAN: wide area network
A
IP WAN(data)
TDM-basedPBX/ACD/IVR
TDM-basedPBX/ACD/IVR
Customer
Call CenterServers(contact control androuting, computertelephony integration,reporting)
Shortcomings and limitations Decentralized and disparate technology types
Separate data and voice infrastructures
Duplication of similar functions and services
Limited capabilities with locatiocentric design
Costly to maintain and difficult to mod
Fragmented view of customer experie
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Contact centers are the focal point of many customer as a customers initial impression of the enterprise
Because of the implications for sales, service, customsubsequently, customer loyalty, contact centers are beservices IP contact centers provide resiliency and
A successful IP contact center solution requires deep tglobal insight and creative thinking, and it requires inelements together this is IBMs strength
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Anticipated IT benefits of an IP contact center
Lower total cost of ownership (TCO) because there is no longera need for two separate infrastructures
Lower operational and administrative costs as a result of the single infrastructure and better communicationGreater efficiency and productivity in the support team through
multichannel communication and simplified managementIncreased integration and flexibility as a result of the
migration from call center to contact center
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agenda1
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Contact center versus call center
The IP contact center services roadmap
IBM enhancements to the IP contact cente
Key benefits
Summary
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IBM Converged Communications Services IP contac
Offers a comprehensive, tailored solution for the assessment, design,integration and migration/deployment of an IP contact center
More specifically, the services are designed to:- Help your organization design and implement or upgrade the contact center
infrastructure with IP-based technologies
- Improve how your contact center agents can work with clientsand reach each other to communicate and collaborate
- Increase agent productivity
- Increase client satisfaction
- Reduce costs to support business growth
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Engagement roadmap
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Assess Design Implementation
Client environment
StrategyAssessment
Solution approach
Solution outline
Macro designMicro design
Solution build
PilotDeployment
Requirements andstrategy
Architecture and designSolution
IP contact center services are delivered using the IBM Global Services Method:IP contact center services are delivered using IBM Global Services MethodIBM Global Services Method provides a single approach among allpractitioners for delivering business solutions. It is a fundamental componentaccelerating and improving the quality of client services, providing anintegrated process for Assess, Design and Implementation services.
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Assess - Network consulting services
Network consulting services help you create a solution that meetsyour organizations business objectives and requirements
IBM network consultants work with you to collect and document the businesobjectives and solution and security requirements, as wellas to help you understand various IP contact center solution options
By thoroughly assessing your needs and helping you to identify the availablealternatives, IBM network consultants will create an IPcontact center solution architecture, design the solution and makea proposal for solution implementation
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Engagement phases
- Client environment phase
- Strategy phase
- Assessment phase
- Solution approach phase
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Design Network architecture services
Network architecture services help you take the solution through a phaseddesign approach that creates a functional mapping of your requirements in aSolution Outline
Next IBM expands the Solution Outline into a Macro Design, allowing you compare vendor solutions for individual components, based on IBMrecommendations
Then IBM develops the detailed Micro Design needed for implementation
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Engagement phases
- Solution outline phase
- Macro design phase
- Micro design phase
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Implementation - Network integration and deployment services
IBM Network integration and deployment services identifies installation andoperational issues of the solution, develops the detailed implementation plan,establishes an effective and efficient project management environment, andthen completes the deployment
IBM's experience in integrating and deploying enterprise-grade, security-rich contact center solutions and converged communications networks around theworld helps reduce the time it takes for this engagement
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Engagement phases
- Solution build phase
- Controlled production (pilot) phase
- Deployment phase
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The IP contact center services roadmap
IBM enhancements to the IP contact center
Key benefits
Summary
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The IP contact center solution is enhanced by IBM content
IBM has teamed with recognized industry leaders Cisco, Avaya and Genesys convergence technology and contact center products
IBM WebSphere and IBM Lotus products enhance IP contact centerproducts to create powerful solutions for customer interactions- Enterprise grade unified messaging and collaboration
- Service Oriented Architectures for application integration
- Sophisticated voice recognition and speech capabilities
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The foundation: a service-oriented architecture that connects yourIP contact center to your customer data
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Componentized Standardized service interfaces forapplicationsand resources
Interoperable Easy information exchange betweenapplications and/or resources
ModularMix-and-match, add-or-remove,business processes and infrastructure
Scalable Start with what you have and addresources as needed
IBM WebSphere sIP Contact
Customer Application
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Lotus collaboration and messaging products extend the reach ofthe contact center into the enterprise for support
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Telephony
Uscor
direVideo