Automation without compromise

Transcription

1 Automation without compromise Automation without compromise Most people believe automation delivers cost savings at the customer's expense. We disagree. Our automated solutions will save you money and allow you to offer more services to your customers, via more channels, on a 24-hour no-queue basis. Services that wouldn't be achievable any other way. Reduced costs Our contact centre solutions have been proven to reduce call handling costs by up to 95%, without compromising service quality. Increased revenue potential Customers can access your products and services day or night, extending your window of sales opportunity without increasing your costs. Improved customer satisfaction Consistent, quality service 24-hours a day leaves agents free to focus on those calls where the human touch matters most, or where personal contact adds greatest value for your business. Greater agent motivation Freed from the tyranny of routine, repetitive calls, your agents can concentrate on enquiries that test their skills and intelligence - leading to higher job satisfaction and reduced attrition. Operational flexibility As our solutions are delivered via Europe's largest speech-enabled self-service platform, they'll scale to your requirements, accommodating seasonal fluctuations, dramatic demand peaks and even the most explosive growth. Because they incorporate proven processes and applications, tested across more deployments than any other provider, they can be put in place quickly, and deliver business results from day one. Flexible channel strategy Implemented across the web, SMS and telephone, our solutions provide a consistent and integrated customer experience across all channels. The automation age The age of automation has arrived. Today's customers may be more demanding, but they're also increasingly resourceful. They're willing to embrace self-service as long as the interaction is well designed and allows them to get what they want, when they want it. Our solutions are designed from the customer's point of view. Our conversation designers, script writers and customer management experts harness the latest and best technology innovations to create interactions that work; interactions that mirror human speech patterns and decision making behaviours. continued...

2 Eckoh: harnessing the power of technology to extend the art of the possible in customer contact. If you're looking for ways to keep pace with your customers' rising service expectations without seeing your operational costs spiral If you want to deliver 24-hour services that are consistently accurate and high in quality If you want to use your valuable agent resource wisely, focusing their attention on activities that add most value to your business If you want the security of working with an automation partner that has more deployments, in more industry sectors handling more interactions than any other company in the contact centre marketplace Unique & secure Because we know your business is unlike any other, and that the service you provide must be differentiated and uniquely yours, we won't offer you pat answers or off-the-shelf solutions. The solution we design for you will be as unique as your business, built on the stable foundation of Europe's largest speech-enabled self-service platform and underpinned by proven applications that have been tried and tested in an unmatched range of client environments. talk to Eckoh.

3 Why Eckoh? Why Eckoh? While others will sell you the technology to automate contact, then leave you to sink or swim, we'll deliver a total solution. Combining technology with communication design skills and advanced customer management techniques, we'll create solutions that are unique to your business, support them on our own speech-enabled self-service platform and, make sure they stay efficient and evolve with your business. Hosted solutions Automation promises your customers uninterrupted access to your services. That means the technology on which your solution depends must be robust, with sufficient capacity to accommodate the maximum number of people likely to call the service at a single time. When call volumes are volatile and peaks dramatic, the expense of buying and maintaining such an infrastructure can be cost prohibitive. Not with Eckoh. Because we invest in technology, you don't have to. Our speech-enabled self-service platform - Europe's biggest - can handle more than 650,000 calls an hour and up to 8,000 simultaneously. It underpins every solution we build, which means all your automation requirements, from speech to touch tone IVR, SMS and the web, can be accommodated with ease. Customer focused solution design We design every solution to enhance our clients' business performance; unlocking new revenue, reducing cost and making life better for customers. And our approach differs dramatically from that of the pure technology companies, who'll sell you a technical capability and expect you to shoehorn your customers to fit. We'll design your solution around your customers, using technology and intelligence to improve their experience. Customer management expertise We believe automation should complement, not inhibit, proactive customer management. We use CRM techniques and technologies to capture and report intelligence from every customer interaction; information that will help you refine products and services and increase cross selling opportunities. Our challenge to you We measure our success not on technical performance alone, but on hard business results generated for our clients. We encourage you to measure the value we deliver in terms of the things that matter most to you; reduced operating costs, increased revenues, improved customer service and agent satisfaction.

4 We'll raise your expectations of what automation can deliver; better services for your customers, greater business value for you. An eye to the future Your business doesn't stand still, nor do the expectations of your customers. We build every solution with an eye to the future, so that new functionality can be added easily and cost effectively. And we'll work with you after implementation to make sure it continues to evolve as your business does. Eckoh is a business partner you can trust, not just to deliver its commitments, but to inspire your thinking, challenge your preconceptions, exceed your expectations and build your business.

5 Our clients Our clients Our track record is your guarantee. Eckoh has delivered automated solutions and interactive services for leading brands across an unmatched range of industry sectors, handling more interactions than any other company in our marketplace. Industry sector Client Automated solution Financial services Barclays Stockbrokers Real-time access to share price information Employee share registration service AXA PPP healthcare Hitachi Capital Consumer Finance TD Waterhouse London Stock Exchange Automated sickness and absence management service Automated balance enquiry and payment solution Automated stock quote service Automated stock quote service Public sector Her Majesty's Courts Service Fine payment solution DEFRA Central Office of Information Data capture & fulfillment Data capture & fulfillment Utilities and telecoms Northern Ireland Electricity Power outage & reporting solution Meter reading & bill payment ScottishPower Power outage & reporting solution O2, Tesco Mobile Age verification solution Three Valleys Water BSkyB Water rates payment service Product ordering & fulfillment Retail and distribution Parcelforce Worldwide Parcel tracking and redelivery service Enterprise Rent-A-Car, Electrolux Rentokil Automated branch locator Attendance logging solution

6 Clients continued Industry sector Client Automated solution Travel and leisure Vue Cinemas Cinema information, booking and payment service National Rail Enquiries Empire Cinemas William Hill Ideal Shopping Direct Real-time access to direct train times and end-to-end journey planning Cinema information, booking and payment service Live commentary & results service Ordering, fulfillment & payment Media and broadcast ITV Interactive telephone services e.g. competitions, mass participation voting Interactive audience participation Production grade audience management consoles, game management tools IPC Interactive services e.g. competitions lines, telephony games, mobile content, WAP services Emap Trinity Mirror Interactive services e.g. voting, video selections, ringtones Interactive services e.g. competition lines, racing services, information lines

7 Our partners Partners for success At Eckoh, we're experts in providing 'best of breed' automated solutions and interactive services. Of course part of our success comes from choosing the right partners. We're proud that our main carrier-grade hosting facility is provided by BT and our voice recognition technology by Nuance, both renowned as international market leaders. We've teamed up with experts in telecommunications, natural language recognition, call handling and data storage to achieve this position, including: Nuance, Genesys, Sybase, NMS Communications, EMC & Dell. Strategic Partners BT In 2003, Eckoh formed a strategic business alliance with BT to capitalise on the growing opportunity for outsourced automated solutions. Since 2003, Eckoh and BT have combined their core competencies to create an unparalleled self-service proposition. Since January 2004, over 30 speech applications have been successfully deployed for 25 BT customers, generating over 55 million minutes of self-service transactions. TFCC In 2002, Eckoh signed an exclusive 5-year contract with Twenty First Century Communications, Inc. of the USA to host the company's High Volume Call Answering (HVCA ) service in the UK market. TFCC currently works with over 70 US electric utility clients covering over 60 million customer meters in the North American marketplace. Since 2004, Eckoh & TFCC have deployed automated power outage and reporting solutions for leading utility clients: Northern Ireland Electricity and ScottishPower. Technology Partners NUANCE Nuance, a world leading provider of speech and imaging solutions, are Eckoh's preferred supplier for the provision of speech recognition and text to speech engines. Nuance have the world's largest portfolio of speech and imaging products, and provide support for over 45 languages in their speech recognition products. GENESYS Genesys is Eckoh's strategic partner for the provision of their VoiceXML call-handling system. This open standards platform fully aligns with the Genesys suite of contact centre solutions, delivering a caller experience that integrates with agent-assisted service in a seamless fashion. Genesys is the worlds leading global supplier of contact centre solutions, and is the #1 supplier of open-standards VoiceXML platforms.

8 Chris Pike, General Manager, CRM solutions, BT Over the past three years, Eckoh has consistently demonstrated client service excellence through their leading market expertise, speed of customer response and through their state of the art deployment of sophisticated client handling solutions and broader self-service options to our customers. Technology Partners continued... SYBASE Eckoh's highly resilient core database infrastructure technology is supplied by Sybase Inc. Sybase is a leader in developing and delivering innovative database technology, with 80 of the Fortune 100 using Sybase products. NMS Communications NMS is a leading provider of enabling technologies and solutions in the telecommunications arena. NMS provide Eckoh's telephony card infrastructure that operates within our platform to handle and process calls. EMC EMC is the world leader in products, services and solutions for information management and storage, and is among the 10 most valuable IT product companies in the world. In July 2006, Eckoh implemented EMC's Network Attached Storage system (NAS) to support more than 200 million minutes of data generated, annually, by voice recognition services. Dell Dell is the world s No. 1 provider of computer systems. A US$56 billion organisation, it continues to strengthen its leadership position with innovative, worldclass products. Dell s range of high-end PowerEdge servers are at the heart of Eckoh s technology platform, driving our application, web and database infrastructure.