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www.callcenter20.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Trends in the Next-Generation Contact Centers
Automated Customer Contact Solutions
Balaji SundaraDirector, Product Management
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October 10-13, 2006• San Diego California
Agenda
• Converged Business Transactions
• Web Services and SOA
• Virtualization in Contact Centers
• Automated Customer Contact
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October 10-13, 2006• San Diego California
Converged Business Transactions
• Customers and Companies demand Communication Services
– Increase Customer Retention– Better and Faster Customer Service– Decrease Human Latency– Eliminate Transaction Errors– Simplicity, Uniformity and Productivity
• Reduce Complexity Challenges– More Devices = More Complexity– Converged Anytime, Anywhere Access = Competitive
Advantage– Deliver the right message to the right person at the right
time on the right device.
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October 10-13, 2006• San Diego California
SOA for Contact Centers
Hosted/ASP
InfrastructureOn-Demand
Virtual ACD
Automated Messaging
Web based Web Services
Business Applications Collections
Customer Service
Customer Retention
Customer Acquisition
Communication Services
Self Service
Alerts
Notification
Speech Voice
Web
EmailProactive Contact
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October 10-13, 2006• San Diego California
Business Solutions Demand
• Loyalty Program Enrollment• Drive-to-Retail • Cross-sell / Upsell / Upgrade• Contract Renewal• Promotion reminder
CustomerLoyalty/Retention
• Welcome Message• Activation Reminder• Trial conversion
CustomerAcquisition
Collections/Winback
• Payment Reminder• Late Stage Collection• Pay-as-you-go Refill• Win back Offer
CustomerService
• Schedule/confirm delivery, service appt
• Notification on outage, emergency
• Change in Bill Format• Update Credit Card
Info• Satisfaction Survey• Warranty renewal• Fraud
Automated Voice
Messaging
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October 10-13, 2006• San Diego California
Call Center Today
– Reaching customers takes days or weeks– Can’t automatically right party verify– Low percentage of time an agent reaches
a live person
Customers
Agents
PBX/ACD
Outbound
Inbound
Inbound
Outbound
Outbound
Traditional Dialer
• Limited capacity• Limited AMD
Outbound Calls Sent Based on Fixed Capacity
Customers Are Manually
Qualified, Low Volumes
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October 10-13, 2006• San Diego California
Outbound
Hosted Automated Messaging
Customers
Agents
Hosted System SendsThousands of
Outbound Calls…
...Creating Hundreds of Qualified Inbound
Customers (Right Party Verified)
PBX/ACD
Agents can now focus on Qualified
Inbound Customers…
… Reducing the amount of agents
needed for Outbound Calls
Inbound
Inbound
Hosted Agent
Web based OnDemand
Solution•Unlimited capacity/bursting
•Web based Self Service
•Web based Reports
Inbound
– Reaching customers takes hours– Automatically verifies the caller is the right party– Agents now focus on qualified inbound customers
Hosted Agent
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October 10-13, 2006• San Diego California
Virtualization in Contact Centers
OUTBOUND/AGENT ASSISTED
CAMPAIGN CENTERDevelop, manage and run campaign
REPORT CENTER
“Real-time”web-based reporting
Secure OnDEMAND
WEB INTERFACE
SECURE DATAINTEGRATION
INTERFACE
CONTACT DATABASECreate and manage lists
AutoManageVIRTUAL
ACD
OUTBOUND/AGENT ASSISTED
BLENDED OUTBOUND/INBOUND
INBOUND
EMAIL/TEXT MESSAGING
ALERTS/NOTIFICATIONS
Anywhere, Anytime, Any media
Call Center Call Center
COMMUNICATIONS GATEWAY
Telephony Infrastructure
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October 10-13, 2006• San Diego California
Investing in the Future
• Messaging solutions & optimization– Expanded/Enhanced messaging channels – IM, Video– Predictive Analytics and Call Analytics– Agent and Customer Presence
• Web Services for Automated Messaging– Person-to-Person and Application-to-Application interaction– Application-to-Person and Person-to-Application interaction– Profitable business model for Customer Contact
• Infrastructure – Unlimited capacity – Enterprise, Offshore or Remote Agents– Disaster Recovery – anytime, anywhere access
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October 10-13, 2006• San Diego California
Contact:Balaji SundaraDirector, Product Management
1-877-SOUNDBITEhttp://www.soundbite.com
Automated Customer Contact Solutions