customer care apps overview

8/6/2019 Customer Care Apps Overview

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BUSINESS MADE SIMPLE

Customer Care Solutions with High Returnon Investment


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Solutions to communications-enable your applications

Call Back Notification

High ROI Solutions from NortelCustomer Contact

Contact CenterOffsite Agent

Speech Dial


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Support at-home or outsourced agents Agents simply log in to the call center from home

using a smart client application on their PC

Calls are received on PSTN home or mobile phones

Agents can transfer, conference and hold calls

Outsource calls to 3rd parties but retain control ofrouting and queuing

Full management, supervision and reporting

Whats hot?

Keep working regardless ofpandemic alerts Low setup costs at home or foroutsourced calls

as nospecial hardware or VoIP connectivity required

Use of PSTN ensures voice quality

4

Nortel Contact Center Offsite Agent

d

d

d

d

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High ROI, low capital outlay and eco-friendly


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Give valuable time back to callers! Provides callers with a choice to be called back instead of

waiting for an agent to become available in busy times

Maintains callers position in queue

Scheduled call back option allows caller to specify timeand number

Automated process, agents use existing desktop interface

Whats hot? Enhanced customer satisfaction: reduce wait-on-hold

times

Higher agent morale during peak periods Easy to use for both callers and agents

Consolidated reporting via call detail records

Overlay solution: no rip-and-replace, low set up costs

5

Nortel Call Back Solution

Potential 10 month or less payback on investment


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An innovative self service application

Voice-driven call routing application

Callers simply speak the name of the person ordepartment to find their number and be connected

Supports multiple languages, accurate text-to-speechname pronunciation

Highly scalable suits small implementations as wellas enterprises with corporate directories of up to50,000 entries

Whats hot?

Reduce switchboard operator costs

Reinforce identity and branding with a consistent firstcontact experience

Improve employee productivity by saving timefinding numbers

6

Nortel Speech Dial Solution

Speech Dial lends a helping hand to switchboard operators

JulieRivers,on themobile


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Plan and Execute Effective Notification Strategies

Quick and efficient mass communication during emergencies,weather issues, condition alerts or event schedule changes

Multiple phone contacts per member, plus email and SMSnotification options

Inbound calling supported for information collection

Personalized notification messages to targeted individuals for

appointment reminders, general information and marketing Flexible message builder supports recorded speech and text-to-speech

Web administration for easy set up of pre-programmedscenarios and dynamic campaign progress reporting

Whats hot?

Free up stafffrom routine calls andreduce administrationcosts

Proactively reach customers to increase revenue opportunities

Automate change management and reduceoperating costs

7

Nortel Notification

Nortel Notification for effective mass emergency notification

Due to wetweather,tonights concerthas beenpostponed. Tore-book press 1

This is areminder call fromthe medical

center. Yourappointment fortomorrow at 2pmis confirmed.


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Nortel Contact Center Offsite Agent


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Offsite Agent User Experience

Jenny works a four hour night shift from home

1. Jenny starts the smart client Nortel Offsite Agentapplication on her PC with Internet & VPN access.

2. She enters her home or mobile number whenprompted.

3. She logs into the call center by entering her phonenumber into the application on her screen.

A technology friendly solution for remote agents

4. Customer calls are routed byCC6.0/7.0 to an appropriatelyskilled agent in this case it isJennys phone that rings.

5. Jenny has full call control andcan see attached call data. Hersupervisor has full reportingvisibility of Jenny.


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Typical Customer Profile for OffsiteAgent

ExistingNortel Contact Center installed base at (or with plans toupgrade to) Release 6 or 7

Need for enhancement or implementation of a business continuityand disaster recovery plan

High agent attrition, so looking for ways to reduceagent turnover

Limited capital but looking forhigh ROI business solutions that areeco-friendly

Pressure on real-estate space / costs driving consolidation projects

Large use oftemporary, seasonal, casual or peak hour call agents

Government legislation requirements to offer a flexible workenvironment, such as in theUK and EU, where legislation enablesworkers with children under 16 and 6 respectively to request flexibleworking options


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Scenario

Company with 150 CSRs (agents)running Nortel Contact Center 6.0

75 Offsite Agent licenses purchased

Benefits start 2 months afterimplementation and ramp to 100% after2 more months

Reduced CSR setup costs

25 permanent and 20 temporaryCSRs per year are enabled with partor full-time home-based setup

Costs for home setup drop from$1,200 to $200 with Offsite Agent

Monthly cost savings: $4,000

Reduced agent attrition costs

Initial costs to hire and train a new

CSR are $7,000 Current annual attrition rate for

permanent CSRs is 20% and drops to16% with Offsite Agent


Reduced real-estate costs

25 permanent CSRs become home-

based full-time over a 3 year period Real-estate costs per CSR at

$5,000/year drop by 50% and facilitiescosts at $2,500/year drop by 13%


Value Proposition for Offsite Agent


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12 * Based on a 3 year business case for a hypothetical 150 agent scenario in the United States

Payback period: 10 months Return on investment: 280%

Internal rate of return: 130% Net present value: $240K

Payback Period

-$150,000

-$100,000

-$50,000$0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

0 6 12 18 24 30 36

Months

CashFlo

NPV of CapEx offset by net annual benefits

$367,880

$131,102

$0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

$400,000

Benefits Costs

Three Year Cost-Benefit Summary

(NPV)

Business Case Results for OffsiteAgent *


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Offsite Agent Solution Architecture

1313 Low cost setup for agents in non-office locations

CS1000E

ICPexecuting

Offsite Agent Contact Center 6.0/7.0SBR and Reporting

CCT Server

ELAN

Analog Phone

Mobile Phone

Laptop withVPN client

Database

Customer Call toContact Center

Corporate Office PSTN Offsite Agent

Local Contact Center Agents

DSL / Cable Modem

Internet

PSTN OR

VPN Access Switch

IIS6.0 andOffsite Agent

Web Service


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CS1000E

ICPexecuting Offsite Agent

Analog Phone

Mobile Phone


Customer Call toContact CenterCorporate Office PSTN Offsite Agent


DSL / Cable Modem

Internet

PSTN OR

VPN Access Switch

IIS6.0 andOffsite AgentWeb Server

CCMSRouting and ReportingCCT

OffsiteAgen

t

Servers

Required

Infrastructure


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CS1000E

ICPexecuting Offsite Agent

ELAN

Analog Phone

Mobile Phone


Customer Call toContact CenterCorporate Office PSTN Offsite Agent


DSL / Cable Modem

Internet

PSTN OR

VPN Access Switch

IIS6.0 andOffsite AgentWeb Server

CCMSRouting and ReportingCCT

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2

1

6

7

8 9

10

11


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Partner Value Proposition for OffsiteAgent and Hot Desking

Drive incremental Nortel Contact Center revenues Upgrades to Release 6.0 or 7.0 (required for Offsite Agent) CCT software and implementation services

Drive incremental Nortel Communication Server 1000 revenues Lineside T1 cards and ACD packages to interface CS1000 with MPS SIP-TDM gateways (e.g. Mediant 2000) to interface CS1000 with ICP

CS1000 upgrades (ACE requires Release 4.5 or higher) Develop new applications that target multi-vendor PBX customers (existing and

new) Introduce Nortels award-winning ICP and ACE platforms on which other

applications can be attached Applications may be tied to Channel Data network services, Channel Centrex /

PBX and Wireless offerings (SMS, Blackberry, etc.)

Enter the Communications-Enabled Application market

Generate more software and services revenue

Extend customer relationships beyond CIO to lines of business

1616 Full support from Nortel for any needed services


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Nortel Call Back


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Nortel Call Back Scenario/User Experience

1. Customer calls and the skillset is identified. If theexpected wait time is above the threshold thecaller will be offered a call back option and asked:i. if he/she wants to be called back

ii. what number to use - calling line ID or other

iii. give a name and reason for the calliv. immediate or scheduled call back

v. if scheduled, to choose a time and day

2. When the immediate call back progressesthrough the queue or scheduled call back timearrives the agent is presented with the call

3. If the call is answered by an answering machineinstead of the customer the agent can request thesystem to leave a message and/or reschedule thecall back

Call Back empowers callers with choice

All of our

agents arebusy

Hello, this isyour scheduled

call back


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Business Impact of Call Back

Reduced callabandonment andlower customer churnby eliminating wait-on-hold times for

customers, resulting inhigher revenues andincreased loyalty

Lower tele-communicationscosts for incoming toll-free calls, ascustomers who would

have been waiting inthe queue hang upand receive a call back

Optimization of agentresources due toimproved callmanagement duringpeak traffic times by

scheduling call backduring low trafficperiods

Low capital outlay and improved customer satisfaction


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Scenario

Company with 150 CSRs (agents)

122,000 incoming calls monthly, 9,400of them as sales opportunities


Reduced call abandon and churn

37 fewer sales wins lost monthly asabandon rate drops from 7% to 5%

Customer churn rate drops from 20% to

18%, with 5X marketing costs to attractnew versus retain existing customers

Monthly net benefit: $4,750

Optimized agent costs

CSR hourly salary is $15 with benefits,

plus $7,500 annually for facilities,equipment and training

1% CSR redeployment from improvedpeak traffic management via Call Back

Monthly profit increase: $4,300

Lower telecommunications costs

20% of incoming calls to be handled

by Call Back Wait-on-hold time is reduced by 4.5

minutes per toll-free call that utilizesCall Back at 3.5 cents per minute


Building the Business Case


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Payback Period

-$100,000

-$50,000

$0$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

0 6 12 18 24 30 36

Months

C

ashFlow

NPV of CapEx offset by net annual benefits

Business Case Results *

* Based on a 3 year business case for a hypothetical 150 agent scenario in the United States

$351,383

$111,853

$0

$50,000

$100,000$150,000

$200,000

$250,000

$300,000

$350,000

$400,000

Benefits Costs


(NPV)

Payback period: 8 months Return on investment: 4X



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Other Benefits from Nortel Call Back

Improved Contact Center efficiency, driving Increased first call resolution: less abandoned

calls, agents can preview customer requests beforecalling them back

Higher ESAT: improved workforce managementduring peak traffic times and staffing lows results in

higher CSR morale, also easy to use Improved CSAT: customers are not waiting on hold;

immediate or scheduled call back choice puts themback in control of their valuable time

Improved service levels and reduced averagespeed of answer

Built on flexible, award-winning platform Software solution based on Nortels industry leadingContact Center and Self Service platforms resulting ineasy integration and management

Reliable implementation using Nortel ProfessionalServices Organization

ICP

CC6.0


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Nortel Call Back Solution Architecture *

2323 Choice of Nortel Call Back architectures to fit all needs

CS1000E

MPS runningOutbound App

Contact Center 6.0Skill Based Routing

and CCT Server

ELAN

Office Phone makes call, cannot wait

Mobile Phone receives call back

Contact Center Customer in the officeContact Center Agents

Customer at home

*Note: Outbound Application version shown in this configuration

Call Back WebServer with

MySQLDatabase

PSTN


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Nortel Speech Dial


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Business Impact of Speech Dial

Reduceadministrativesupport costs byautomating theswitchboard function

and redeployingoperators to other morevaluable activities

Reducetelecommunicationscharges by using leastcost routing andkeeping employee to

employee calls on thecorporate networkinstead of the PSTN

Improve productivityof staff by savingdirectory lookup andconnection time, lesswrong numbers and

fast hands-freedirectory access formobile employees

High ROI, low capital outlay, improves ESAT & CSAT


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Scenario

Company with 1,500 employees(solutions for small companies available too)

20% of employees are mobile (i.e.

frequently away from their desks) Benefits start 1 month after deployment

and ramp to 100% after 2 more months

Reduced admin support costs

Switchboard admin handles 2incoming calls per employee per day

Admins spend 30s/call or 12

hours/day transferring incoming calls Admin salary plus benefits is $17/hour

Automation monthly savings: $9,200

Improved productivity

200 mobile employees save 10 min

each per week by using Speech Dial 50% of saved time is reused

productively

Annual salary is $75K per mobile user


Reduced telecom costs

1,500 employee-to-employee calls/day

over the PSTN 5 minutes per e-to-e call at $0.05/min

25% of e-to-e PSTN calls moved tothe corporate network via Speech Dial


Building the Business Case *

* Note: Hypothetical scenario only. Systems with as few as 5 audio sessions are also available.


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* Based on a 3 year business case for a hypothetical 1,500 employee scenario in the United States



Payback Period

-$200,000

-$100,000

$0

$100,000

$200,000

$300,000

$400,000

0 6 12 18 24 30 36

Months

CashFlow

NPV of CapEx offset by net annual bene fits

$447,013

$184,312

$0

$100,000

$200,000

$300,000

$400,000

$500,000

Benefits Costs


(NPV)


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Other Benefits from Nortel Speech Dial

A voice-driven call routing application that Improves customer satisfaction through improved

access to service representatives

Has low administrative costs due to links withcorporate directory database for easy administrationof moves and changes

Provides flexible call connection to a departmentor a person by legal or commonly-known name onan office or mobile phone

Built on flexible, award-winning platform Software solution based on Nortels industry

leading customer contact solutions including ourtrusted Multimedia Processing Server (MPS),innovative Interactive Communications Portal (ICP)and Communications Control Toolkit (CCT)


ICP


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Nortel Speech Dial User Experience

A caller wants to speak to John White in sales

1. After calling the main number, the caller isasked by Speech Dial for the name of theperson or department to be connected to the caller can even say on the mobile

2. Speech Dial finds contact details in thedatabase

3. Speech Dial asks if the caller wants to knowthe number, be connected, or both

4. At any time during the conversation SpeechDial can be interrupted to speed up the call

5. Before putting the call through, Speech Dialwill check that it has recognized the rightperson by saying the name back to the caller

6. If Speech Dial has misheard it will try again.If multiple attempts fail due to backgroundnoise or an unknown name Speech Dial willtransfer the caller to someone who can help

A clear and friendly voice helps connect the caller quickly

Welcome to XYZ,who would you liketo speak to?

John White.

Is that JohnWhite from salesor John Whitefrom finance?

Connectingyou ...

Sales.

Speech Dial Caller


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Nortel Speech Dial Architecture

3030A robust foundation for adding other self service applications

Nortel or 3rd PartyVoice Switch

Speech DialIVR

John WhitesDesk Phone

John WhitesMobile Phone

Customer Call

Corporate Office

PSTN

Speech Dial DB

Oracle/MySQL

Speech Servers forLVR and TTS

LDAP Server

Company Directory(or ftp of csv file)


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Nortel Notification


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Event Notification Scenario

Reduce the cost and complexity of contacting people

Critical Event

Nortel Notification Solution

Outdial E-mail

Scenario out-dials to contact listphone # - Office / Mobile /Classroom / Residence

Contact list activated - highpriority numbers tried first

Administrator activates pre-programmed scenario via web

access

Email dispatched to text address Pager / Blackberry / Email /

Mobile

Answering machine detect

Retry n times then dial next #*Note: Nortel Notification Suite 3.1 shown in this configuration


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Business Impact of Notification

Reduceadministrativesupport costs byautomatingappointment reminders

and redeploying adminpersonnel to othermore valuable activities

Increase revenueopportunities andaccelerate sales byexpanding the reach ofadvertising campaigns

and proactivelynotifying customersabout promotions

Reduce operatingcosts by minimizingthe costs associatedwith event changes,emergencies or other

disruptions by notifyingstaff or customersquickly

Improve customer satisfaction through proactive notification


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Scenario

Global company with 500 employees

2 Notification systems are required in 2languages


Reduced admin support costs

Admin staff avoid 100 appt remindercalls per day lasting 45 seconds each

100 hours per month are saved from

automated campaign notifications Admin salary plus benefits is $17/hour

Monthly savings: $2,950

Reduced operating costs 35 notices per month sent for events,

event changes, and process changes $50 saved per notice from automation 1 emergency per month with $2,500

saved from fast, automated alerts 10 fewer missed appts per week

Monthly savings: $4,200

Increased revenue opportunities 5,000 new sales opportunities created

monthly by automating campaignswith win rate of 2.5% and $25 per win

1,000 new sales opps created fromproactive notices about promotionswith win rate of 5.0% and $35 per win

Monthly benefit: $4,900

Building the Business Case *

* Hypothetical scenario based on a global company of 500 employees


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* Based on a 3 year business case for a hypothetical global company of 500 employees



Payback Period

-$100,000

-$50,000

$0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

0 6 12 18 24 30 36

Months

CashFlow

NPV of CapEx offse t by net annual benefits

$331,810

$148,803

$0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

Benefits Costs


(NPV)


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Other Benefits from Nortel Notification

Get the message out quickly Improves customer satisfaction through improved

proactive communications and meaningfulnotification

Improves staff productivity through reducedcomplexity of personalized, group and mass

notifications and subsequent rescheduling Meet compliancy requirements for disasterrecovery and business continuity plans

Built on flexible, award-winning platforms Software solution based on Nortels industry

leading customer contact solutions including ourtrusted Multimedia Processing Server (MPS),innovative Interactive Communications Portal (ICP)and Agile Communications Environment (ACE)


ICP


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Nortel Notification Architecture

3737 Be prepared and in control with Nortel Notification

Nortel or 3rd PartyVoice Switch

NotificationApplication on

Nortel IVR(MPS, ICP)

Called PartyMobile Phone

Called PartyPhone

Administrator

Workstation

Oracle

Database

Email Device

Internet

PSTN

Email Server

LAN / WAN

*Note: Architectural configuration is dependent on options chosen


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Order & Quote Process

Engage Nortel CEBS Professional Services for a quotefor the application

Go to the Global Proposal Management Services QuotationPortal web site at:

Internal:http://navigate.us.nortel.com/imds?pg=/sales/bm/na/services Partners:www.nortel.com/naservicesquotes

Use Enterprise Configurator to order pre-requisite CCT,MPS, ICP or other software

Order pre-requisite CCT, MPS or ICP installationservices from Nortel CEBS Professional Services
http://navigate.us.nortel.com/imds?pg=/sales/bm/na/serviceshttp://www.nortel.com/naservicesquoteshttp://www.nortel.com/naservicesquoteshttp://navigate.us.nortel.com/imds?pg=/sales/bm/na/serviceshttp://navigate.us.nortel.com/imds?pg=/sales/bm/na/serviceshttp://navigate.us.nortel.com/imds?pg=/sales/bm/na/serviceshttp://navigate.us.nortel.com/imds?pg=/sales/bm/na/services


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Next Steps

Access videos, briefs, ROI tools, presentations posted here:

nortel.com PIC

Offsite Agent link link

Call Back link link

Speech Dial link link

Notification link link

Mobile Cost Optimizer link link

Hot Desking link link

UC Desktop link link

For further information contact Allan MacGowan at [email protected]

Th k ! W l k f d t f db k
http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=70981&locale=en-UShttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=70981&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=70983&locale=en-UShttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=70983&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=71080&locale=en-UShttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=71080&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?parId=0&segId=0&catId=N&prod_id=71041https://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=71041&progSrcID=-8026&whereClause=23&curOid=12460http://www.nortel.com/mobilecostoptimizerhttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3http://www.nortel.com/hotdeskinghttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3http://www.nortel.com/ucdesktophttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3mailto:[email protected]:[email protected]://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3http://www.nortel.com/ucdesktophttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3http://www.nortel.com/hotdeskinghttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDocMore.jsp?curOid=12460&prodID=66400&groupId=3http://www.nortel.com/mobilecostoptimizerhttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=71041&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?parId=0&segId=0&catId=N&prod_id=71041https://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=71080&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=71080&locale=en-UShttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=70983&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=70983&locale=en-UShttps://app12.nortelnetworks.com/cgi-bin/mynn/home/NN_prodDoc.jsp?BkMg=0&prodID=70981&progSrcID=-8026&whereClause=23&curOid=12460http://products.nortel.com/go/product_content.jsp?segId=0&catId=null&parId=0&prod_id=70981&locale=en-US

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