reitek company profile & solutions suite [english]
TRANSCRIPT
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Your business partnerContact and CampaigManagement solutions
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Agenda1. Company Profile
Organization, positioning, customers and mark
2. Solutions Suite
Applications Map. Multimodal Contact Center.
Customer Interaction Management.
The Cloud Contact Center platform marketplac
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Executive SummaryType S.p.A.Industry Telecommunications, software
development, consultancy.
Founded 1990
Headquarters Milano, Italy.
Employees 76 (31 Dec. 2013)
Revenues 10,2 Millions (31 Dec. 2012)
Certifications UNI EN ISO 9001:2008 Quality
Management System
Website www.reitek.com
Were focused on ConCampaign Manageme
solutions. Our mission is
for enterprises and org
Increased efficienc
Sales and Customprocesses.
Reduced order lea
Better contact cent
performances.
Optimization of co
management tasks
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MilestonesPractice and reliability
1990-2002
- First IVR release
- Launch of CTI
- Development of VoicePortal
Research and thriving
2002-2010
- First Mobile trials
- ReiLabs foundation
- Launch of SaaS
- Launch of OnlineEngagement
Evolution and v
2011-2014
- Launch of Cloudando
- SFA and Teleselling b
- Vivocha startup
- New companyshareholders
- Marketplace growth
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VivochaLive Chat, CallBack, VoIP, Video, Collaboration and Sharing.
Easily create and customize Customer Care and SalesSupport proactive services.
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Positioning
Marketplace
Reitek leads and customers shows three
common characteristics:
1.presence of an internal or outsourced
Contact Management function;
2.wide prospect and/or customer base;
3. need to manage seamless contactinteraction activities and campaigns.
Target
Reitek designs and develop
software solutions for six ma
Telco & Media
Utilities
Business Services
Finance, Credit, Banking Outsourcing
Public Administration
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Customers and MarketsUtilities Telco and Media
Outsourcing P.A. Manufactu
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Case StudiesBusiness Development and Breaking News:
Adoption of teleselling and SFA solutions among different BU. From 1.000 to
1.600 concurrent workstations, hundreds of agencies and agents connected.
New outbound centralisation for sales campaigns. Strong growth of
workstations and outsourcer connected.
Increase of teleselling and telemarketing outbound campaigns. Online
engagement for sales support; quality check for sales force automation.
CTI platform for customer care and agencies support. Boost of workstations
and call center insourcing activities.
Teleselling centralisation: Inbound, Engagement and Lead Generation.
Online Engagement: a project with
Inbound sales: a project with intern
Teleselling: a project with internatio
CRM: a project with international e
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Applications MapMkt & Sales
Multimodal Call Center
Online Engagement
Teleselling, Vocal Order.
Sales Force Automation
Campaign Management
ContaCT Highway
Vivocha
easyCIM
easyView/CTA
CTRecord/easyReplay
Help Desk
Multimodal Call Center
Trouble Ticketing
Survey application
Field management
ContaCT Highway
OTRS
CTSurvey
CRM
Multimodal Call Center
Online Engagement
CRM Platform
Survey application
ContaCT Highway
Vivocha
Contact Pro
CTSurvey
M
Vo
Pr
Crpl
Co
CT
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Multimodal Contact CenterContaCT Highway is the multimodalcontact center solution leader on Italian
market.
Its the enabling technological platform
for all Reitek solutions suite.Strengths
The most powerful outboItaly.
Configurability and custo
Multimodality and multic
Cloud or On-premise ver
Scheduler
ACD
channels management
ContaCT Highway
agent desktopmanagement
easyCIM
References: cross-marketall segments.
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ContaCT Highway
manages voice, video and
data. Benchmark in Italy for
Outbound, Teleselling and
IVR solutions. Spotlights:
Multi-site and multi-businesses centralisations.
Daily updated technology.
Open architecture and
strong integrability.
Multimodal Contact Center
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Multimodal Contact CenterUnified and multichannel Agent
Desktop to integrate legacy or
third parties applications.
ERP
CRM
Knowledge Base Front-end focus
Browser-like experience
SIP-software phone
ACD queuing
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Unified and multichannel Agent
Desktop to manage interactions
between contacts, campaigns and
scripts.
Online Engagement
live chat
web call back
content-push
form-sharing
web foundry & proactivity
Multimodal Contact Center
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Multimodal Contact CenterThe multimodal contact center
platform includes a Wizard to
manage IVR services.
Graphic interface editor or
VoiceXML file upload.
Basic service design andIVR tree structure ready in 5
minutes, with no coding skills
needed.
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Multimodal Contact CenterCTManager shows and configures
all the contact center resources.
ACD queues,
mailboxes,
IVR wizard,
lines and phone numbers,
script and route points,
tenant and agents.
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Multimodal Contact CenterCTView is the real time basic
dashboard to control the contactcenter.
ACD queues and agents status,
media (voice, chat, email),
custom events,
lines and phone numbers.
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Multimodal Contact CenterCTMonitor is the web application to
monitor current campaigns and SLA:
verified login,
web interface,
inbound/outbound custom views,
overview or detailed status for each
task and service, customisable layout.
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Recording and PlaybackCTRecord is the contact center module that allows to record the phone ca
easyReplay is the web portal to manage and listen playbacks.
Key Features
Recording Playback
ON-DEMAND
One-click from phone toolbar.
CRIPTING
Enabling through OpenSSL
AUTOMATION
CTI scheduling.
CONTRO
System and access management
TAGGING
Customisation.
COMPATIBILITY
Marathon
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Recording and Playback
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The Contact Center platform includes the
management of custom Call Backcampaigns and services.
Call Back Now: instant recall.
Call Back Later: rescheduled
depending on customers needs.
Agent or automatic IVR, with Contact
Center queuing.
Activation via web page, with
proactivity rules management.
IVR and Web Call Back
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Agent Call Back
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SurveyCTSurvey is the web app for survey
service creation. Integrated with
ContaCT Highway platform, CTSurvey
realizes Inbound and Outbound
services with custom features:
time session and expiry date;
recorded messages uploading;
contacts import;
API web services to integrate
third party services and
applications (i.e. Customer
Experience Management
processes.)
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Unified CommunicationOpen Source PBX:
IVR integration. ACD queue integration. Voicemail. Call Query Routing. Audio recordings; Conference. Traditional phone integrations
(ISDN, PRI) Online Wizard for config/setup. Centralised phone book. Fax server. Unlimited messages and musics. SIMcard balance. FreePBX-based interface.
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Unified CommunicationThe Unified Communication & Collaboration solution, based on WebRTC imp
technology, includes multi-browser/OS/Mobile tools of Groupware, Email ManSharing and Security.
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Contact Interaction ManagemeeasyCIM is the contact management
applications suite, to optimize contact lists
and interactions between contacts and
businesses. easyCIM supports
information-collection campaigns or
multichannel sales.
References: Utilities, Telco
Outsourcing markets.
Strengths
CRM, Workflow and Cam
Management cross-solutioManages both direct and
channels.
channel management
ContaCT Highway
agent desktopmanagement
easyCIM
Scheduler
ACD
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Contact Interaction Manageme Who and when to call properly? Contactability scheduling.
Multichannel Call Back. Integrability with legacy or centralisation
Field: contacts and agenda management of agency networks and
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Contact Interaction Manageme Scheduler: campaign activation or deactivation (timing!), contacts i
scheduilng (in case of negative result).
What to ask, to answer, to propose? Script Design.
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SFA and Planning
Customer Strategy
Marketing
Sales
WHEN:
Schedule and
time-table
management
WHO:
Contact Center
Appointment lifecycle
HOW:
Workflow
Back Office
WHERE:
Regional andarea planning
WHY
Appoi
and m
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SFA and Planning Calendar and time-table m
meetings monitoring, real-tavailability.
Sales area management: regional
coverage and optimisation, agencies,branches, agents.
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Help DeskOTRS is an Open Source Service Desk and Ticketing system which allows
manage customer requests such as email, web form or phone calls.
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Help DeskDashboard to visualize:
Managed tickets;
Expired tickets, in compliance
with SLA;
New or unmanaged tickets,
waiting for agent assignment.
Multimodal management:
MAIL, VOICE, CHAT;
Automatic ticket creation with
automatic answer and related
code.
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CRMContact Pro represent one of the most qualified and complete CRM platfo
Italian overview. Its a very flexible solution which includes specific verticals
Holidays) and features (i.e. telemarketing script), perfect for Contact Masynergies.
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Performance AnalyticseasyView is the outstanding tool to
monitor and analyze contact centersprocesses. Data are available anywhere,
anytime, on any device.
References: cross-market
all segments.
Strengths
Real-time analysis.
Interactive dashboards.Vertical markets know-howdata
markets
channels
agents
dashboard,
analytics, reporting
Performance
Analytics
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Performance Analytics Near Real Time.
How to monitor and analyze yourteleselling campaigns? Dynamic
and interactive data visualization.
No need of datawarehouse,
instant access to any kind of data
source.
Full integrability with a wide
range of platforms (i.e. ERP, CRM,
delivery, billing) to improve the
full process.
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Cloudando is the Cloud platform marketplace for Contact Centers looking f
Marketing, Sales, Customer Care, Help Desk and Credit Management applic
Strengths
Fast startup.
On-demand flexibility.
Project and Services integrated consultancy.Pay-per-use model.
Completeness of the offer.
Management of peaks up to 3.000
simultaneous workstations.
Security and Privacy compliance.
Cloudando
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www reitek com
http://www.slideshare.net/reitekhttp://www.slideshare.net/reitekhttp://www.reitek.com/http://www.reitek.com/http://it.linkedin.com/company/reitekhttp://it.linkedin.com/company/reitekhttp://vimeo.com/reitekhttp://vimeo.com/reitekhttp://www.cloudando.it/http://www.cloudando.it/