mitel's contact center mission: improving the customer...
TRANSCRIPT
Mitel's Contact Center Mission:
Improving the Customer Experience
Todd Simons, Director Solutions Marketing
#missioncritical
MiCONTACT CENTER SOLUTIONS SOLID FY13 GROWTH
•Net Contact Center Revenue up 33%
•Average Revenue per seat up 17%
•Contact Center Agent seats up 4%
•Resilient agent attach rate up from
65% to 79%
•Average CC seat size now at 55 agents
•CC Services in Enterprise average 30%-
40%
•~15% of Mitel mid market revenue is
linked to contact centers
© Copyright 2013 Mitel Networks Limited
CONTACT CENTER MARKET TRENDS
• Paradigm shift from cost centers to revenue generators
• Generation Y’ers and Millennials are forcing enterprises
to change the way they conduct business
• Social Media has become a service channel as a result of
customer uptake
• Outbound technology being repurposed
• Demand for Unified Suites
• Adoption of CCaaS
Virtualization
Social Media
Customer Care
WEBrtc Desktop
UC & Presence
Integration
Workforce
Optimization
Self Service
Voice Portal
Multichannel
Routing/reporting
Outbound
Alert &
Notification
© Copyright 2013 Mitel Networks Limited
THE EVOLVING CONTACT CENTER
ContactBabel - The Evolution on the
Multi-Channel Contact Center – 2012
Report
PREVIEW MiCONTACT CENTER ROADMAP
DELIVER NEXT
GENERATION
MULTICHANNEL AND
SOCIAL MEDIA
INTEGRATION
ENHANCE UNIFIED
SUITE INCLUDING
OUTBOUND & WFO
EXTEND CONTACT
CENTER UC
INTEGRATION
LEAD IN CLOUD
CONTACT CENTER
AND
DESKTOP
VIRTUALIZATION
NEXT GEN MULTICHANNEL: MiCONTACT CENTER R7
© Copyright 2013 Mitel Networks Limited
COMPREHENSIVE REPORTING & REAL TIME MONITORING
• Comprehensive reports for all media types
• UI refresh and graphing of data for all media
UNIFIED MULTICHANNEL QUEUE
• View all interactions in a single unified visual interface
• “Push” and “Pull” routing
NEXT GEN MULTICHANNEL: MiCONTACT CENTER R7
© Copyright 2013 Mitel Networks Limited
COMPLETE USER INTERFACE REFRESH
• New and modern Client User
Interface based on Windows 8
“Metro” look and feel
SUPERVISOR CLIENT TABLET SUPPORT
• Enhanced supervisor mobility
• Client statistics in real time
• Native Windows 8 Tablet support
• VMware View support for Apple iOS,
Android tablets
NEXT GEN MULTICHANNEL: MiCONTACT CENTER R7
VISUAL WORKFLOW DESIGNER
EMAIL SYSTEM AGNOSTIC
• Microsoft Exchange 2007/2010/2013
• Office 365
• Gmail
SOCIAL MEDIA: MiCONTACT CENTER R7
Customer
Contact Channel
Fax Social
Email Chat
Phone SMS
•Social media monitoring integration available in conjunction with Multimedia Contact Center
•NEW Two new integration partners:
Nielsen Online
Consumers spend more time on social
networks than on any other category of web
sites - roughly 20% of their total online
time on PC’s and 30% of their time on
mobiles.
•Attractive entry level price points
WEB CHAT ENHANCEMENTS: MiCONTACT CENTER R7
•New “Contact Us!” tab docks to web page as customer surfs
•New “Expected wait time” statistic can be displayed beside
each contact method
OUTBOUND CONTACT CENTER: MiCONTACT CENTER R7
• Offered by Noetica (MSA partner)
• A complete, integrated outbound
strategy management suite
• Sophisticated patented dialer
capabilities
• Predictive, Preview, Progressive,
Power dialing modes
• Blended with inbound, email & chat
• Dynamic campaign management
• Intuitive Agent Call Scripting
engine
Two Cloud Contact Center Offerings:
•MiContact Center Cloud-ready software stream for
virtualized, premise based, and public/private/hybrid
cloud deployments
•Same software stream as premise-based offer
•Targeted at the Mid-Market
PREVIEW MiCONTACT CENTER
CLOUD CONTACT CENTER SUITE
•NEW LiveOPS OEM delivers
scalable cloud-based solution
with 3rd party PBX support
•Coming Soon!
PREVIEW MiCONTACT CENTER
WORKFORCE OPTIMIZATION SUITE
•Offers sophisticated WFO capabilities for improving
operational efficiencies
•Agent Scorecarding and Evaluation modules
•Call logging and Quality Monitoring
• Voice and PC screen capture
•Speech Analytics
•Improved Silent monitor and
Whisper Coach
•Coming in CY2014 I’m very sorry
our product was
defective and
you are unhappy
with your
purchase. I
will process
your refund
today.
PREVIEW MiCONTACT CENTER R8.0
UC ENTERPRISE PRESENCE INTEGRATION
•CC integration with Mitel
Unified Communicator Advanced
•Instant real-time presence of
knowledge workers
•Access subject matter experts
outside the contact center
•Improve customer service with
increased “1st Call Resolution”
•PREVIEW - Coming – Q2CY14 Customer Service
General Business Employees XYZ Product
Expert
Marketing Managers
Technical Staff
IT Managers
XYZ Company Federated
ACME Company Federated
Public IM Connected
Product Managers
ACME Product Expert
AOL Yahoo Messenger
Windows Live Messenger
ACME Product Expert
MiCONTACT CENTER FOR MICROSOFT LYNC
• Built natively on the Microsoft
Lync Server call control API’s and
Lync desktop client
• Offers more sophisticated
functionality than Microsoft
Response Groups without the cost
and complexity of stand-alone
contact center solutions.
• Familiar Microsoft Office tools and
look-and-feel make it easy and
quick to learn.
• Recognized by Microsoft as a Lync
Qualified contact center solution
MiCONTACT CENTER FOR MICROSOFT LYNC
Positioning
MiCONTACT CENTER FOR MICROSOFT LYNC
is the right solution for customers
that:
• Are deploying Lync Server 2010 or 2013
Enterprise Voice
• Use Lync client on employee desktops
• Require a more feature-rich ACD and
reporting solution than the standard
Microsoft Response Groups
• Have 1 to 200 concurrent agents
Available to Mitel Partners who have
attained the Microsoft Silver or Gold
Communications Competency
MiCONTACT CENTER SOLUTION POSITIONING
CC Size
50 agents 1000 agents
Sophistication
200 agents
Basic
Advanced
Intermediate
MiContact Center Enterprise
• Full ACD
• Single or Multi Node
MiVoice Business
MiContact Center Business
• Single MiVoice Business
• Full ACD MiContact Center for Microsoft Lync
Lync 2013
MiContact Center WorkGroup
• Preview – Coming 1HCY14
• Single or Multi Node MiVoice
Business
• ACD Express MiContact Center Office
MiVoice Office
© Copyright 2013 Mitel Networks Limited
Todd Simons, Director Solutions Marketing
Visit mitel.com for more info
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#missioncritical