Keeping the Customer First

Joe McFaddenVice President, Marketing

Customer Care Managers

Information TechnologyManagers

Our patchwork of systems constantly cripples us: Changes take way too long and cost way too much

Agents: my greatest asset, my biggest expense I have to offer multiple service options, but it’s unmanageable

across multiple disparate systems

I want to leverage customer CRM data, but I can’t afford the integration efforts

Managing multiple centers, multiple systems, multiple networks and multiple platforms is overwhelming, there must be a better way

If my business is interrupted for any reason, the biggest disaster is that I’ll lose my job

Key Call Center IssuesRoadblocks to customer service delivery

Best Practices in Routing Customers VoIP is the great enabler for customer service

• Reporting• Business Rules• Administration• Service Levels

Seamless integration of phone, e-mail, web

Single platformSingle view of customer

Consistent treatment

Pervasive CTI & Business Value Routing

Routing based on multiple conditional criteria

100% CRM integration

Integration of service models

Dynamic routing decisions

Optimized service levels

Location independence

Expanded agent pool

Single distributed virtual center

Based on dynamic agent variables

VoIP is the Call Center Enabler

InternetWAN

CRMDatabase

Corporate LAN/WAN

DSL

WANContact Center Hub / Node

Single, distributed call centerAddresses key service delivery roadblocks

WAN

Multi-media on one platform Consistent routing workflows Consolidated reports

Multi-site networking Best-agent routing across the

enterprise – agents anywhere Single point of admin Consolidated reports

Single network IP contact center solution - VoIP Major cost reductions to operations CTI Built-In -- CRM integrations

within hours vs. weeks or months

Standards based Fast, low cost deployment Fast, low cost integrations

Contact Center Node

PSTN

Rapidly Adapt to Business ConditionsCustomer Care Manager

Challenge: FCC Mandates Flexible Payment Arrangements for Delinquent Customers During KatrinaSolution: Lookup each customer in billing database and route all delinquent customers to a live agent during disasters vs. automated IVR payment application (normal operation). Result: Delinquent customers allowed to make payment arrangements during disaster vs. losing cell services for non-payment. Federal requirements met and large fine averted.Implementation: IVR configured in just 4 hours. Cost $0.

Challenge: Network systems across 6 sites and 500 agents.Solution: Deploy a single, distributed Contact Center system including screen pops for home-grown CRM and Scopus.Result: First-site rolled out in CA. Average wait times reduced from about 100 seconds to <6 seconds the first day.Implementation: All functionality included standard as part of the system.

Simplify / Lower Cost of Deployment Information Technology Manager

Challenge: Difficult and complex to manage over 300 peak agents across 4 sites with legacy ACDs.

Solution: Deploy a single, distributed Contact Center across 3 sites in CA and 1 in KS. Leverage standard IT and networking support. Route to all available agents as a single virtual pool. Add support for additional contact center sites simply by adding additional nodes.

Result: Simplified management of all locations.

Implementation: All functionality included standard as part of the system.

Single Point of Administration Information Technology Manager

Best Practices in Routing Customers VoIP is the great enabler for customer service

• Reporting• Business Rules• Administration• Service Levels

Seamless integration of phone, e-mail, web

Single platformSingle view of customer

Consistent treatment

Pervasive CTI & Business Value Routing

Routing based on multiple conditional criteria

100% CRM integration

Integration of service models

Dynamic routing decisions

Optimized service levels

Location independence

Expanded agent pool

Single distributed virtual center

Based on dynamic agent variables

VoIP is the Call Center Enabler

www.nuasis.com Whitepapers

“Compelling reasons for VoIP in the Call Center” “Migrating to a VoIP based call center system” “Considerations when choosing an IP-based call

center system” “Total Cost of Ownership analysis for the

NuContact Center system” “Worksheet for building a migration plan to the

NuContact Center system”