unified customer communications a new paradigm and its requirements

Unified Customer Communications

A New Paradigm and its Requirements

Empowering the Reachable Enterprise• CosmoCom provides a full-featured

all-IP, multi-tenant, inbound/outbound contact center platform

• Our mission is to optimize communication between organizations and their customers.

• Our contact center systems are making enterprises more reachable & responsive, improving the customer experience, and reducing costs for companies on every continent.

UC Today

• Focus on internal communication of an organization• It’s really…

Unified Enterprise Communications – UEC

• Business case and ROI for UEC based mainly on productivity

Unified Customer Communications – UCC

• Start with Unified Communications• Apply its principles in the Contact Center

• And you get…

Unified Customer Communications

• …actually, it’s been around for a while.

Is UC New?

• First Campaign – 1998

• “Unity is Beautiful”

Unity is Beautiful I

“Integrated”Call Center

“Unified”Contact Center

Unity is Beautiful II

Unity is Beautiful III

Unified Customer Communications – UCC

UnifiedCommunications

Unified Customer Communications – UCC

UnifiedCommunications

ContactCenters

Unified Customer Communications – UCC

UnifiedCommunications

ContactCenters

Unified Customer Communications – UCC

ContactCenters

UnifiedCommunications

Unified Customer Communications – UCC

UnifiedCustomer

Communications

Unified Customer Communications – UCC

UCC Business Case Elements

UnifiedCustomer

Communications

Unified Customer Communications – UCC

UCC Business Case Elements

• Productivity & Cost

Like UEC

UnifiedCustomer

Communications

Unified Customer Communications – UCC

UCC Business Case Elements

• Productivity & Cost

• Customer Loyalty & Revenue Growth

Like UEC

UnifiedCustomer

Communications

Unified Customer Communications – UCC

UCC Business Case Elements

• Productivity & Cost

• Customer Loyalty & Revenue Growth

Like UEC

Over & Above UEC

The UC Equations

““UC” = UECUC” = UEC

UEC + UCC = (UC)UEC + UCC = (UC)22

Elements of UCC• ACD for all-media: UC with Universal Queuing

– Telephone, voice mail, email, IM chat, etc.

• Single communication ID for customers & companies• Unified Agent Client (& Supervisor) w/ Presence• Unified Multi-Site Contact Center (Virtual Contact Center)• Unified Infrastructure (Multi-Virtual)• Unified Self-Help – ACD - Agent• Unified Administration & Reporting• Unified Recording & QA• Unified Customer Info & Interaction History• Unified UCC + UEC (UC)2

“The Company is the Contact Center”

Unified UCC & UEC

• Single call switching fabric• Single device – SIP Phone or Softphone• Enterprise wide ACD Routing• Enterprise wide Transfer & Conference• “The company is the contact center.”

The UC Equation

UEC + UCC = (UC)2

The UC Equation

UEC + UCC = (UC)2

The UC Equation

UEC + UCC = (UC)2

Contact Center

The UC Equation

UEC + UCC = (UC)2

Contact Center

CosmoCom

Thank You!

www.cosmocom.com