Download - Interactive-Intelligence-call-center.ppt
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The Future of the Contact Center
– Rich Tehrani– President– TMC– www.tmcnet.com
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Here Is The Future
VoIP SIP Speech
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Your Future is VoIP
What is it? Regular Voice
Voice over IP
Voice
VoiceVoiceVoiceVoice
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VoIP Benefits:
Cost Remote Agents Distributed Contact Centers Offshoring – Indirect Cost
Savings Single Wire – Easier
Management Knowledge Workers
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Other Benefits:
Wireless Management Presence -- SIP Less Equipment Browser-Based Phones Better Equipment – More
Competition Push-To Talk
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How Does Business Benefit?
Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client
or Phone Inexpensive Conferencing
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More Business Benefits:Hosting Becomes Easy
VoIP Allows Agents and Host to be Anywhere – Saves $
Allows Distributed Contact Center and Flexible Business Growth
Reduces Capital Expenditures
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New Business Ideas
Video Kiosks Call-Me Buttons Better Sound Through
Headsets CD Quality Conversations
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Heed Warning Signs
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Heed Warning Signs
Bandwidth IssuesSecurityQoSFind Solid Vendors
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Spam Over Internet Telephony
S P I T
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More Security Issues
Denial Of Service Firewall Issues Customer Data Issues
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SIP
Device Interoperability System Interoperability Seamless Presence
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SIP Trunks
The Future Of Contact Centers HMP Connections
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Speech
20%+ Can Be Automated Quality Assessment Performance Optimization Rapid Escalation
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Home Agents
Amazing Potential Can Also Be Off Shored
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Ideas
E-Mail Integrate Media – Chat, E-Mail,
etc. Don’t Bounce Customers Don’t Over-Rely On Technology
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Future
Customers Will Become More Empowered
Will See Wait Times Online Will Have Instant Chat
Capability Will Schedule Call Backs Online You Want To Be Ahead Of This
Curve
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The End
– Thank You For Attending And Listening And – Thank You Interactive Intelligence/Vonexus For
Inviting Me!
– WWW.TMCNET.COM
– Blog: tehrani.com
» Rich Tehrani» President» TMC» [email protected]