the contact center services

8/11/2019 The Contact Center Services

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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)



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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MNCHS CCS


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MNCHS-CCS

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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MNCHS CCS


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agenda1

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IBM enhancements to the IP contact cente

Key benefits

Summary

MNCHS CCS


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MNCHS-CCS

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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MNCHS CCS


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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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IBM enhancements to the IP contact center

Key benefits

Summary

MNCHS-CCS


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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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MNCHS-CCS


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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

the contact center services

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