gary e. barnett president and chief executive officer aspect communications voip and the future of...
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Gary E. BarnettPresident and Chief Executive Officer
Aspect Communications
VoIP and the Future of Customer Care
Agenda
Strong Forces Shaping the Industry
Implications for the Contact Center
Contact Centers in 2008 and Beyond
Building Your Bridge to the Future
Agenda
Strong Forces Shaping the Industry
Implications for the Contact Center
Contact Centers in 2008 and Beyond
Building Your Bridge to the Future
Agenda
Strong Forces Shaping the Industry
Implications for the Contact Center
Contact Centers in 2008 and Beyond
Building Your Bridge to the Future
Agenda
Strong Forces Shaping the Industry
Implications for the Contact Center
Contact Centers in 2008 and Beyond
Building Your Bridge to the Future
Market Vision
WorkforceGlobalization
Rising Customer
Expectations
Technology Convergence
Rapid Pace of Technological
Change
Trends
Customer Care
Global and remote workforces Agent Productivity
Distributed and VirtualContact Centers
Intelligent Applications and Services
Increased efficiency, reduced infrastructure costs
Simplified Application and Business Rule Development
Consolidated Administration and Analytics
Enterprise Integration
Technology Convergence
WorkforceGlobalization
Rapid Pace of Technological
Change
Rising Customer
Expectations
Implications to the Contact Center
Contact Centers Become Integral to
the Enterprise
Contact Centers Become Integral to
the Enterprise
Intelligent Enterprise
Interactions Become Common
Intelligent Enterprise
Interactions Become Common
VoIP and SIP (Session Initiation Protocol) Simplify and Enable New
Applications
VoIP and SIP (Session Initiation Protocol) Simplify and Enable New
Applications
Contact Center Functionality Extends into Enterprise
Contact Center Functionality Extends into Enterprise
The Changing Landscape 2008 and Beyond
Analyst Projections
IP in the CCAfter the initial hype, IP is finally hitting the call center mainstream; by 2007 there will be over one million IP agent positions in operation and by 2008, IP ACD revenues will have overtaken traditional TDM revenues…
Datamonitor: June 2004
SIPAdoptionBy year-end 2006, 50 percent of enterprise IP telephony and unified messaging systems will support SIP as an option (0.8 probability)
Gartner: June 2003
Multimedia CC’s and UQOf the surveyed companies, 82.4 percent reported that they support multiple media types in their contact centers. This indicates that multimedia contact centers (as opposed to telephony-only "call centers") have entered the mainstream. The large percentage of multimedia contact centers does not imply equal adoption levels of universal queue (UQ) systems (30.1 percent of contact centers report having UQ capability)
Gartner: May 2004
Extended EnterprisesBy 2006, leading enterprises will be investing in contact center technology for all employees to help them measure, track and manage their own communications (0.7 probability)
Gartner: March 2004
WorkforceGlobalization
Demand for offshore call center outsourcing is growing and shifting east to countries across Europe and will also grow in the APAC region through 2007
Datamonitor: December 2003
From Contact Center to Interaction Management Center
Data
EnterpriseVoice
CommunicationWorkforceInformation
CommunicationWorkforceInformation
EnterpriseInteractivity
On the Way to 2008
MobileComm
Channels
AdvancedContactCenter
AdvancedContactCenter
VoIPInfrastructure
Standards and Ubiquity
Virtual Contact Center
Virtual Contact Center
Extended Contact Center
(Into Enterprise)
Extended Contact Center
(Into Enterprise)
HorizontalExtended
Enterprise Interactions
HorizontalExtended
Enterprise Interactions
Architecture of the FutureYour Contact Center Circa 2008
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Communication TransportPSTN, IP, SMTP, SIP, etc.Communication TransportPSTN, IP, SMTP, SIP, etc.
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
Architecture of the FutureYour Contact Center Circa 2008
Communication TransportPSTN, IP, SMTP, SIP, etc.Communication TransportPSTN, IP, SMTP, SIP, etc.
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
Architecture of the FutureYour Contact Center Circa 2008
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Interaction ServicesPBX, Voice, Directory, Authentication, IM, Email, Vmail, TTS, ASR, Record, Playback, Collaboration
Communication TransportPSTN, IP, SMTP, SIP, etc.Communication TransportPSTN, IP, SMTP, SIP, etc.
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Interaction ManagementACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
Relationship/Organization ManagementWFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.
2008A More Satisfying Customer Experience
Assess Your Readiness – Ask Yourself How is globalization affecting your business? Pace?
What interaction methods will your customers expect? Consider demographics and interaction preferences (e.g.
voice, self-service, chat, email)
Are you ready to support new interaction preferences?
How does your business assimilate new technology? Is your IT and contact center alignment strong? How technology savvy is your management? To what extent does customer strategy drive your business? How has your company adapted to rapid technological
changes in the past?
Build Your Bridge to the Future
Committed to Existing Products
Committed to Existing Products
SuccessSuccessBridgeto the Future
Bridgeto the Future
Call Center Solutions
Workforce Management
Analytics Hybrid Migration Path
Services
SupportNext Generation
