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Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG

February 2010

OpenScape Contact Center

Customer Value Presentation

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG


February 2010

Agenda

An Introduction to SiemensThe Contact Center Business EnvironmentThe SolutionThe ValueRave ReviewsRecognition and SuccessCustomer References and Case StudiesIn Summary


February 2010

Siemens Enterprise Communications (SEN) –Leading communications solutions company

Corporate Performance:160 years of experience in communicationsGroundbreaking Unified Communications technology14,000 employees in 80 countries, at 280 branches (145 in Germany)> 1 million direct and indirect customers in 120 countries> 3,000 sales partners70% of all Global 500 companies use our solutions and services2.5 million connections and workpoints within Managed Service contracts42 million connections and workpoints overall

1846, Werner von Siemens

2010, OpenScape UC

Comprehensive Portfolio:ICT consulting, system integration support, servicesSoftware, secure network components,end-user devices


February 2010

SEN is a worldwide market leader

thereofthereof

SEN regional footprint, sales (FY 2008) and market share (2008)

EMEAwithout

Germany

€1,015M

EMEA

€2,235MGermany

€1,220M

Asia Pacific

#1 in India (16%)Leading position in

China (10%)

€93M

#1 with 32% Market share

Latin America

€300M

#1 in LAM (19%),incl. #1 in ARG (20%),

#2 in BRA (32%)

North America

€300M

#1 in Europe (15%),with leading position

in AUT, BEL, POL, SWZ

Total Revenue: €2,930M


February 2010

Sustainable value through an Open Communications approach

LifeWorks

Know the future of communications

Open Communications

Communication for the open minded

‘

‘

OpenPath

Our elegant and logical path to

Open Communications


February 2010

Open Communications

ServicesEcosystem

OpenPath OpenCommunications

VoiceCommunications

MobileCommunications

ITCommunications

The Seven Principles of Open CommunicationsUnified

CommunicationsIT-based

CommunicationsFixed MobileConvenience

Business Process

Integration

Rich User Experience

Business Continuity &

Integrity

Open Service Delivery


February 2010

The Contact Center Business Environment

Customer satisfaction

Increasing revenue/profit/ROI

Increasing efficiency

Managing costs

Improving quality/reliability

Business Objectives

Maximizing first contact-resolution

Agent productivity

Staff morale and retention

Unreliable and/or disparate solutions

Lack of detailed operational feedback metrics

Business Problems


February 2010

The Solution

OpenScape Contact Center can address your business challenges by:

Decreasing operating costs with first contact resolutionIncreasing customer satisfaction by allowing customers to choose when and how they want to contact youIncreasing agent and team productivity with presence and collaborationFitting easily within your current IT infrastructure


February 2010

Multimedia Customer Access

Unified Routingand Reporting

Agent Feedback andProductivity Tools

Presence andCollaboration

TDM IP SIPServices

Integration

Products

Partners Communications Infrastructure

Enhance Customer Satisfaction

Increase Agent Productivity

Lower Operating Costs

Improve Decision Making

OpenScape Contact Center Portfolio


February 2010

The OpenScape Contact Center Enterprise Difference

Highly Usable, Visual End-User Interfaces

Maximize First-Contact Resolution

Deploy Easily with Reduced Complexity


February 2010

The Value

Leveraging technology to improve First Contact Resolution can:

Reduce operational costs by up to 30%1

Alleviate up to 60% of customer dissatisfaction2

Increase revenue potential by up to 89%3

OpenScape Contact Center users have specifically benefited:

TASB reduced overall call volumes by 15% through first contact resolutionDMC reduced abandoned call rates to less than 3%DMC increased revenue by 31% in their first month

1), 2), 3) Sources detailed in notes


February 2010

The Value

Payback on an OpenScape Contact Center solution is typically…

…based on cost savings and increased revenue

8 – 12 months


February 2010

Rave Reviews

Highly Usable, Visual End-User Interfaces

Maximize First-Contact Resolution

Deploy Easily with Reduced Complexity

"Within OpenScape Contact Center Enterprise's Manager

desktop, the Design Center is the most sophisticated and usable tool we have found for allowing a

business user to easily build sophisticated voice and

multimedia routing strategies using visual drag and drag drop

workflow tools.“

Ed Mier, president of Miercom, an independent product-test center and primary reviewer for

Business Communications Review magazine.

"Enterprises value contact center solutions that support appro-priate levels of functionality and can be quickly and cost-effectively extended with pre-integrated, add-on or third-party

applications.Siemens is providing a com-

ponent-based, certified inte-gration that helps enterprises meet today's customer re-

quirements and opportunities."

Joe Outlaw, principal analyst of contact center solutions with Current Analysis.

"We continue to see the adoption of presence and

collaboration tools in enterprise applications, and for the contact

center, purpose-based presence capabilities are well

aligned with the operational goals of first-contact

resolution, productivity and customer satisfaction."

Drew Kraus, Gartner's Research Director for Contact Center Infrastructure


February 2010

Recognition and Success

Miercom BCR Awards “Best Call-Flow Design, IP Contact Center”to Siemens OpenScape Contact Center

OpenScape Contact Center Solution Takes Second Place in Network Computing "IP Contact Center Round-up“

June 2005 SAP Pinnacle Award


February 2010

The business issueLegacy, disparate technology unable to handle call volume

The problem15 contact centers with different technology platformsSimplify citizen access to government services through a single 311 numberAbandon rates of 1,400 calls per day60% of 911 calls were misdirected

The solutionOpenScape Contact Center EnterpriseHiPath 4000 Real-Time IP SystemOpenScape Expressions

The valueIncreased productivity doubled the number of calls handled per monthImproved customer service through a single access point - 311Improved calls answered to 90% within 20 secondsReduced maintenance and service costsMarked improvement in employee productivity and satisfaction

Case Study – City of Minneapolis


February 2010

Case Study – Detroit Medical Center

The business issuesTurning around a financial crisisCreating effective support services

The problemsPoor customer serviceLosing 50% of callsUnder utilization of equipment

The solutionOpenScape Contact Center solution

The valueIncreased call handling capabilities by 58%Reduction in call abandonment to less than 3%Increase in revenue by 31% in the first monthROI in less than 4 monthsIncreased customer satisfaction


February 2010

Case Study – EF Education Companies

The business issuesEnd user and customer frustrationHigh staffing costs to provide minimal service

The problemsVery little flexibility in:

Call handlingCall reporting

Difficult and costly to make changesUnfriendly UINo remote agent capabilities

The solutionOpenScape Contact Center solution

The ValueReduced hold times from 10+ minutes to <20 secondsReduced abandoned call rate from 10+% to 2%Reduced customer overflow handling from 75% to 12% Decreased e-mail turnaround time from 12 hours to less than 1 hourIncreased productivity & satisfaction of staff


February 2010

Case Study – Norisbank AG

The business issuesCustomer Service ImprovementProductivity Enhancement

The problemsInadequate manual call routing functionsInsufficient availability of call centerInefficient telephone service for customers and prospective customers

The SolutionHiPath 4000 with OpenScape Contact Center:Skill-based multimedia routing for incoming calls and e-mailsWorkstation for customer attendance activities integrated into the call center

CreaLog voice portal for:intelligent announcement managementvoice-controlled preliminary qualification for skill-based routingvoicecontrolled attendance (auto attendant), mailboxunified messaging, incl. fax traffic and telephone conference solution

The ValueImproved, sustainable customer serviceIncreased contact availabilityIncreased productivityCost reduction


February 2010

Next steps: How you can achieve these results

Demo Reference site visit Requirement capture Functional design

OfferIn Depth

Discussions

OpenScape Contact Center

Next Steps

Consult

Design/Build

Support/Manage

Train

Review

Proposal

Support/ Manage

Train

Review Design/Build

ConsultTechnical design Options Fine tuning Configuration

Installation Test

Administration training Agent training

BIS sign off Benefits realization workshop


February 2010

In Summary

Available globally in 70 countries and 6 languagesOver 1,600 contact center systems shipped annuallyPatented multimedia skills-based routingUnique “Industry First” integrated presence and collaboration toolsComprehensive Contact Center portfolio and servicesOver a decade of global experience


February 2010

You can right now!

openscape contact center - comtel.com.au · siemens enterprise communications gmbh & co. kg is...

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