nec unified solutions 2005 contact center seminar

NEC Unified Solutions NEC Unified Solutions 2005 Contact Center 2005 Contact Center

SeminarSeminar

© 2005 NEC Unified Solutions, Inc.

Objectives

1. Interactive “Product Agnostic” Presentation –- Contact Centers Today

- What Makes A Contact Center Successful

- What Keeps You Up At Night??

- Available Technology

2. Define Your Vision Of The Future -- Assessment

- Traffic Analysis

- Site/Customer Centric Solutions

- Road Map To Success


Introductions

Mr. Louis Van De Water- VP/GM NEC Northeast Region

Mr. John Orchanian- Account Executive, NEC NY/NJ Commercial

Mr. Chuck Cuggino- President, TFB Systems

Mr. Isaac Grodzinski- Channel Manager, Allot Systems


AgendaAgenda

Introductions- Richard Rizzuti

Opening Address- Louis Van De Water

Contact Center Issues- John Orchanian

Solutions!- Chuck Cuggino

Break

Contact Centers & IP Telephony- Isaac Grodzinski

Tying It All Together With NEC- Chuck Cuggino

Question & Answers- All

Give-Aways

NEC

“Not just Technology, a Partnership”

Lou Van De Water Vice President/General Manager East Region

April 29, 2005

Tom Burger

Need to ensure that all of the titles are bolded consistently and centered / Top of Line


Thank You ... For Your Business

Thank You ... For Your Support

We Appreciate and Value Our Partnership


NEC Corporation

Founded in 1899

24 manufacturing facilities in 8 countries

Revenues: $47 billion (4,906 billion yen)

85th in Fortune Global 500

Common Stock NASDAQ (Symbol: NIPNY)

40th Largest Manufacturer in the World –Industry Week

Vision & Innovation 48,000 patents worldwide

Top 5 in US patents for last 12 years

12 R&D facilities in U.S., Japan, Germany & China

Confidential


NEC in the United States

NEC ElectronicsAmerica

Santa Clara, CA

NEC SolutionsAmerica

Rancho Cordova, CA

NEC UnifiedSolutions

Irving, TX

NEC Labs AmericaPrinceton, NJ

NEC AmericaIrving, TX

NEC USAMelville, NY

Confidential

4,000 Employees

94 Locations

$2B+ Revenues

NEC DisplaySolutions of

AmericaItasca, UIL


•Ranked #3 in U.S. sales of Communications

•Ranked #2 in U.S. sales of commercial plasma

displays

•Ranked #3 in U.S. sales of LCD projectors /

displays

•Ranked #8 in worldwide semiconductor sales

•Ranked #3 in worldwide microcontroller sales

•Ranked #4 in worldwide ASIC sales

•NEC fingerprint matching technology ranked first

•A key supplier to the world's first third-generation wireless (3G)

Highlights

#5th of top 300 Global

#53 in BusinessWeek IT 100

#40 Largest Global Manufacturers

#85 in Fortune Global 500

#300 in Global 2000


“NEC will constantly strive to meet our customers' business challenges by

providing superior technology, applications and services. Customer

loyalty is our No. 1 priority.”

Akinobu KanasugiPresident

NEC Corporation

NEC’s Corporate Commitment


Delivering Customer Satisfaction

NEC Customer Support Rating

3.50

3.70

3.90

4.10

4.30

4.50

4.70

4.90

Quarterly Rating

Vendor IP Assessment Rating

Customer Rating

5.0 5.0

4.34.0 4.0 3.8

3.33.0

0.00.51.01.52.02.53.03.54.04.55.0

InfoTech 04 Customer

Survey

NEC 04 Customer Survey


NEC Unified’s Direction

Strengthen Customer Partnership

- Investing in Solutions Oriented Training

- Expand Customer Access to Information

- “Trusted Advisor”- Strategic Planning

Reinforce Market Position As Solution Provider

- Create Value Add Beyond Hardware

- Broaden Application Partnerships

- Continue to Expand Managed Service Portfolio

Strategic Initiatives

- UNIVERGE As The All-Inclusive IP Strategy

- Invest in Vertical Solution Sets and Programs

Tom Burger

Build and grey


Today’s Provider Options

Manufacturers with Services Arm

- PBX, gateway, router or server products

Traditional Systems Integrators

Value-Added Resellers

Network Services Providers with Systems Integration Arm

Traditional Consulting Firms

Emerging Category: Total Solution Provider

Tom Burger

Clear / change the image

Tom Burger

Stretch out and add box


Total Solution Provider: NEC

Core Competency in Communications- Best Communications Products in

The Industry

- Market Leadership- Financial Stability & Proven Experience

Value Beyond Product Fulfillment- Expertise in Complex Network

Design, Integration and Support

Strategic Relationships - Extensive Dealer Network

- Business Enabling Application Providers

- Vertical System Integrators

Tom Burger

Add the Market Leadership piece to this list


Partners – NEC Unified


Conclusion

Market and Technology Are Driving Change Convergence is Complex NEC Unified Brings Value That

Others Cannot – A Total Solution- Strategic Partnerships

- Proven Expertise

- Critical Services Skills

Commitment to a Strong Channel- Strong Support to Ensure the Best Customer Experience

NEC And Our Dealers Will Continue To Evolve To Better Meet Your Needs

And Earn Your Trust

Market and Technology Are Driving Change Convergence is Complex NEC Unified Brings Value That

Others Cannot – A Total Solution- Strategic Partnerships

- Proven Expertise

- Critical Services Skills

Commitment to a Strong Channel- Strong Support to Ensure the Best Customer Experience

Tom Burger

Box final NEC point and as it appears raise the greyed statements back to black.


Thank You!

Contact Center Issues

John OrchanianAccount Manager


Today's Contact Center Environment

Customers want optionsCustomers want options

Blending inbound/outbound Blending inbound/outbound servicesservices

New factors effect Contact New factors effect Contact Center operationCenter operation


Challenges of Contact Center Managers

Doing more with fewer resourcesDoing more with fewer resources

Layers of disparate applicationsLayers of disparate applications

Transient workforceTransient workforce

Ineffective cross-selling and up-sellingIneffective cross-selling and up-selling

Inability to respond to customer needsInability to respond to customer needs


Multimedia Contact Center

Live voice communicationsLive voice communications

Multimedia communicationsMultimedia communications

- Web DialogWeb Dialog

- EmailEmail

- IVRIVR

- VideoVideo Real-Time DisplayReal-Time Display

Historical ReportingHistorical Reporting


Conclusion

The Contact Center makes a first The Contact Center makes a first impressionimpression

Successful Centers are driven by Successful Centers are driven by Customer needsCustomer needs

Next generation Contact Center Next generation Contact Center achieved through Agent Productivityachieved through Agent Productivity

Superior Contact Center Solutions

Chuck Cuggino


Evolution – Call Center to Contact Center

“Blended” inbound/outbound calling

Multi-Media communications

Real-Time Data utilization

Consolidated Reporting

“Virtual” Centers


Why NEC ?

“Open” Systems / Open Standards Open Development Environment

Users / Third Party feature development Connectivity Standards Multi-use Systems

Web

Voice

Reports

Data

IVR


Why NEC ?

Fusion Networking

Web

Voice

Reports

Data

IVR

Multiple ACD

Multiple Sites

IP Connectivity

“Agent Anywhere”


Why NEC?

Interactive/Automated Applications

Multi-Media Communications

Monitoring (Real-Time)- PC Wallboard

- Pro-Active Alarms

Supervisor/Administration (Real-Time)- Anyone/Anywhere

- Drag & Drop

- Agent Assignments

Reporting (Real-Time & Historical)- Cradle to Grave

- Anyone/Anywhere

- Unlimited Reports (Drill Down)

- Database Dump (Report Generator of your choice)

- Multi-Media communications

- Automated Applications

Example>>

Example>>


Real-time Monitoring

Example – Monitor all activity in the contact center

<<Back


Cradle-to-Grave Reporting

Comprehensive contact reports

The Case for Network Availability

“Today’s Environment”

Isaac GrodzinskiAllot Communications

[email protected]

mailto:[email protected]


Background

Establish the case that a new level of network intelligence is needed to ensure that network resources more strategically support call center goals.


Foundation

Organizations are more complex, far-reaching and diverse than everThe business strategies that direct those organizations are more complex, far-reaching and diverse than everThe networks that support those organizations are more complex, far-reaching and diverse than everOrganizations are more reliant on their networks than ever and that reliance continues to increaseDespite quantum technology advances, today’s converged networks are ALL based on the notion that every packet on your network is equally important to your business


Increased Business Complexity

Mergers & acquisitionsNew business units

Reorganizations/restructuringCross-functional teams, new processes

New product lines, cost centers, profit centersManagement changes

New strategies, new goalsGlobal expansion

New channels, new partners


The Network Environment

- Network traffic volume is doubling each year

- Many organizations are totally reliant on their networks

- Network access is largely unregulated

- Traffic is handled on a first-in-first-out basis

- Buy more bandwidth, or risk impacting business productivity?


Increased Network Complexity


The High Cost of Poor Performance

- Poor network performance = poor productivity = poor business results

- Degraded network performance costs a typical business millions/year*

- Application slowdowns can amount to $100/second**

* Source: Infonetics Inc., “The Costs of Enterprise Downtime 2003” Study

** Source: The Standish Group, as reported by Software Magazine


The Strategic Information Flow

IT/Network Level

Strategy Flow

STRATEGIC

Business strategies

Corporate goals

Mission statement

Individual goals

Job descriptions

TACTICAL

Budgets

IT/Network planning documents

Funding requests

New application requests

Information Flow

Organizational Level

Board/Executive Level


A New Level of Network Intelligence

Strategy Flow Information Flow

Organizational Level

Policy-based Traffic Management

IT/Network Infrastructure

Board/Executive Level


The Result

Corporate Priorities:

1.Customer satisfaction2. Increase revenues3. Decrease expenses 4. Comply with Sarbanes-

Oxley Act requirements

5. Avoid litigation

6. Minimize network downtime

Network Actions:- CRM is highest priority traffic

- SFA is next highest priority

- Allocate dedicated WAN bandwidth to VoIP traffic

- Oracle Financials gets top priority at month-end

- Block P2P traffic

- Block worms, viruses and DoS attacks


Call Center Traffic Management

Improve VoIP call quality (call-by-call and/or in aggregate)Prioritize call center applications relative to other corporate applications or users

- By application

- By user (or user group based on range of IP addresses)

Improve customer satisfaction & call center productivity w/the highest possible network and application response time

Use NetAccountant to store (long-term) and track call center productivity & trends by user or by application


Before Network Intelligence…

VoIP and CRM get squeezed by

lower priority traffic


After Network Intelligence…

Corporate & call center priorities

are enforced


Product Overview

- Optimize WAN infrastructure

- Maximize business-critical application performance

- Block or control unwanted or malicious traffic

- Ensure performance of delay-sensitive voice & video traffic

- World-class network performance monitoring and reporting

• Intuitive, award-winning user interface

• Carrier-grade reliability

• Remote monitoring/management

• Standards-based interfaces

Thank YouTying It All Together…With NEC

Chuck Cuggino


Tying It All Together…With NEC

What are the next challenges?What are the next challenges?

What will technology offer?What will technology offer?

Who is best positioned to deliver the Who is best positioned to deliver the needed solutions?needed solutions?

How do we prepare for the many How do we prepare for the many unknowns? unknowns?


Tying It All Together…With NEC

The User is in CONTROL!The User is in CONTROL!- ““Open” Systems/Development EnvironmentOpen” Systems/Development Environment

- Standards ComplianceStandards Compliance

- Technology Diversity (voice, data, video, etc.)Technology Diversity (voice, data, video, etc.)

- Supplier Commitment to ContinuitySupplier Commitment to Continuity

- SupportSupport NEC: Global PresenceNEC: Global Presence

- Technology Excellence/EvolutionTechnology Excellence/Evolution

- Local ResourcesLocal Resources

- ““Open” Business Approach – Partnering with Open” Business Approach – Partnering with customers, developers, manufacturers…………..customers, developers, manufacturers…………..

nec unified solutions 2005 contact center seminar

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