1 the future of the contact center –rich tehrani –president –tmc –
TRANSCRIPT
2
TMC
33 Year Old Publishing And Trade Show Company
First Magazine in Contact Center and VoIP Space
TMCnet.com in top 6,700 sites in World
5
The Terms
Internet Telephony IP: Internet Protocol IP Telephony VoIP: Not Really Fax or Video
But Doesn’t Matter
7
More Benefits: Contact Centers
Remote Agents Distributed Contact Centers Offshoring – Indirect Cost
Savings Single Wire – Easier
Management Knowledge Workers
9
When? Today – Really, I am Not Kidding. Seriously...IP Telephony is Telephony
Now the Safe Choice Anything Else is Legacy No Vendor Left Behind No Service Provider Left Behind No Cable Company Left Behind No Wireless Provider Left Behind
10
How Does Business Benefit?
Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client
or Phone
11
Case Study: Retail
Customer Calls to ask About Holiday Hours
Sales Clerk is Doing Inventory on PDA Call is Transmitted to PDA via WiFi
Telephony from PBX/ACD CRM Data is Transmitted as Well Clerk Sees That Customer Likes to
Own the Latest Shoes and Mentions the new Shipment that Came in
Customer Must Have Latest Shoes – Sale is Made
12
More Business Benefits:Hosting Becomes Easy
VoIP Allows Agents and Host to be Anywhere – Saves $
Allows Distributed Contact Center and Flexible Business Growth
Reduces Capital Expenditures
14
Standards
H.323 – Video SIP
– Intelligent Endpoints– Can Register Dynamically Like E-
mail– Signaling and Media Paths are
Independent– Presence Built in
18
One Step at a Time
You Can Migrate To IP Some Agents Remote Agents Soft Clients Not All Or Nothing
27
Mass Confusion
VoIP
Productivity Boosting
Converged Applications
Communications Software
Mobility Solutions
Real-Time Communications
This Won’t Solve Anything
33
Where Are We Headed?
Incredibly Flexible Communications– Find Me – Follow Me
WiFi Telephony – Video Linux Telephony – Lots of
Activity Person Not Device Presence Genius
35
Processes More Important Than Technology
Get Systems in Order Stop Bouncing Around
Customers Share Data Between Agents
and Departments Answer E-mail Integrate Phone, Chat and Web
37
The End
– Thank You For Attending And Listening And – Thank You Interactive Intelligence/Vonexus For
Inviting Me!
– WWW.TMCNET.COM
– Blog: tehrani.com
» Rich Tehrani» President» TMC» [email protected]