teleforge - forget about the minutes

voice solutions

CAN YOU SPEAK MAGIC?

3

Ben Klang

Forget about the minutes!… because they don’t matter anymore

The Problems

Revenue reduction

Service Homogenization

Fierce competition

Revenue reduction

R0.00

R0.50

R1.00

R1.50

R2.00

R2.50

R3.00

1992 1993 2001 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022

RA

TE

PE

R M

INU

TE

YEAR

South Africa telephony call rates: past, current and future

Cellular rate per minute

VoIP rate per minute

Profit

Interconnect

Service Homogenization

Fierce competition

Buy or Be Bought

Tread Water

Give Up

Three outcomes

Innovate

Fourth option

Change Business Model

Switch from selling minutes to seats

Switch from selling seats to features

Focus on Being Different

“The Customer Service Leader”

“Fastest Deployment Time Period”

Specialization

Highly targeted products and services

Vertical Integration

Deliver things that others can’t


Let’s Talk About Us

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We Have The Best Toys!

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...But We Sell This

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...But We Sell This

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“Communicating isn’t going to be what you’re doing - it’s what you’ll be doing while

you’re doing something else”

- Geoff HollingworthEricsson Head of AT&T Foundry

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What should we

build?

teleforge.co.za

Contact Centers - Evolution

1980

1990

2000

2010

The Next Wave

Voice Multi-Media Multi-Channel & Multi- Department

Analogue phone system

Expensive, on-site

analogue PABX with no

recordings

Call Center Solutions

Single Vendor Portfolio

Offering

Basic Reporting &

Management

Voice recording

Contact Center Solutions

Next Generation Networks

Multi-Channel (Email, Fax

Chat)

Customer Interaction

ManagementSurveys

Social Media Integration

Agent KPI management

Hosted PABX

Customer Engagement

Hub

Automated interaction

Analytics to measure

Engagement KPIs,

rather than interactions

Campaign management

Self-service portals

Infrastructure Application Engagement HubPlatform

Your Call is Important to us You are Important to us

Productivity EnhancementDialer

Social Media Integration

Agent KPI management

teleforge.co.za

Scripting

Voice

Recording &

LoggingMultiple Campaign

ManagementAutomatic Voice

Messaging

Comprehensive

ReportingGraphical

Analytics

CRM Leads

Management

Quality

Monitoring

Random Number

Selection DNC and

Exclusion

CTI

Hot desking Callback

Management

IVR Designer

API based

integrations

Self-Service IVRAMD

Automated

Surveys

DialerIVRTicketing and

HelpdeskACD

Queue

Management

Next generation networks Call Centre Technology Suite


Example RTC Apps

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3 Examples


1. Incident Response

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Incident Response•Timely, Contextual Information

•Adapt for mobile vs. desktop users

•Group-based communication• Inherit from existing organizational groups

• Allow ad-hoc participants (“guest” parties)

• Federate with external services

•Incident recording/logging

• “Lessons learned” and process improvement

•Links from/to issue tracking systems

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2. Medical Records Management

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Medical Advice/History•Automate Medical Claims

•Secure Caller Authentication• Reuse primary auth via website

• Verify with voice biometrics

• Cross-check against caller location

•Call recording/transcription• Medical advice given to patient automatically added to patient

file

• Auditing/Service Quality Assurance

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3. Arts Organization - Patron Assistance

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What Should We Build?•Concierge Service

• Enable perfect memory

• Anticipate caller’s needs

• Concierge receives callerinfo via Instant Message:Caller Photo, Last Ticket Purchase, Seating Preference, Lifetime Donation Amount

• Click-to-Call options for purchasing tickets integrated with popular backend software

• Automate weather contingency notification

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We Have The Best TOys Tools

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Stop Building This

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Build This

teleforge.co.za

Who We ArePut Amazing Subtitle

Leading South African call centre specialist

Specialise in debt collection, finance, sales and security call centres

Customers in 18 cities and 7 countries

Manages 180 call centres

6000+ active call centre agents

300,000+ calls per day

Developed own dialler, CRM and API solution

Integrations specialist

Teleforge Business Intelligence is a marriage of technology with human behaviour that results in a system that provides constant

feedback, enabling optimal cost effective management of a call centre.

Contact UsBecause we work

Address

33 Lyncon Road

Carlswald

Midrand

Johannesburg

South Africa

Phone & Email

+27 (0) 10 035 0909

[email protected]

Social Media

@teleforge.co.za Facebook.com/teleforge

teleforge Linked.in/teleforge