Unified Communication Contact Center Vendor Briefing. 25 September 2007 Office Of The CIO

Transcription

1 Unified Communication Contact Center Vendor Briefing 25 September 2007 Office Of The CIO

2 Opening & Welcoming Shabeer Dudan (OCIO) Welcoming & Introductions Review Agenda 2

3 Agenda Opening & Welcoming (OCIO) RFP Briefing: Objective Statement (OCIO) IP-Based UCCC Best Practices Overview (Gartner) Vendor Questions & Answers (Gartner) Response Governance: Overview (COJ SCM) Vendor Questions & Answers (OCIO) Wrap-up & Next Steps (OCIO) 3

4 RFP Briefing: Objective Statement Patrick Mayaba (OCIO) Shabeer Dudan (On behalf of) Project Phakama COJ OCIO IT Strategy Service Delivery Call Centers 4

5 Project vision aligned to Batho Pele service delivery imperatives Batho Pele Service Delivery Principles Transformation Priorities Getting the best value for money Consulting the users of the services Setting of service standards Rationalisation and restructuring the public service Institution building and management Representativeness and Affirmative action Transforming service delivery Remedying mistakes and failures Increasing access to services Democratising the state Human resource development and training Increasing openness and transparency Ensuring courtesy to the public Information Technology Employment conditions and Labour relations Providing more and better information The promotion of a professional service ethos 5

6 RFP Briefing: Objective Statement Residents of Johannesburg Improved service delivery Rates & Taxes Valuations GIS Planning ED ED CIO 1. Single revenue management value chain 2. Single customer interface value chain 3. Single IT application to support both New New customer customer service service & revenue revenue organisation organisation Call centers 6

7 IP-Based UCCC Best Practices Overview Johan Jacobs 7

8 The Optimal Contact Center? Manual Processes Workarounds Unclear goals Disjointed tools <Alt Tab> tastic Google tastic "Post-it" Training Etc. Etc. Etc. 8

9 The Contact Center of the Future? 9

10 Key Focus Areas Provide a new age end-to-end Contact Center solution and infrastructure for COJ as a whole Provide a new set of common services that will support the COJ s federated approach and business models (PFMA) Provide an infrastructure that will operate using a Service Level Management (SLM) approach Provide an infrastructure that will allow the Contact Center to become general business service provider To enable a centralised presence for information sharing and service 10

11 Service Focussed Interactions Analytics Real-time and DBMS analysis of activity Anticipating customer needs Best Resource Route Business-applicationbased routing decisions Business intent and customer profile/ behavior model Proactive as needed Enterprisewide agents Application Integration Present Context for interaction Personalize response, including choice of media Integrated Management Web, IVR, Self-service Context specific, personalized Consistent across channels Integrated with workflows 11 Behavior Shaping Customer/Partner Reinforce Self-service Develop an advisor/partner relationship Increase value of relationship

12 Contact Center Best Practice Contact Center best practice suggests that in the ideal environment: Staff have access to integrated voice and data technologies i.e. staff can immediately view, online, the information which the caller is referring to; Callers are automatically routed to the person or skill group they require if they know where they want to be transferred to without having to speak to an operator; When a caller is transferred from one person to another caller information is also transferred electronically so that the caller does not need to repeat him/herself; Callers have their problem resolved to their satisfaction immediately via any of a number of interaction channels; Staff have access to online information systems to enable them to answer customer inquiries as quickly as possible without recourse to a higher authority; 12

13 Best Practice cont. Customer focused performance measures are established in relation to response times, accuracy of information, skill of operator etc.; Calls are monitored for an audit trail and future training; Caller queues are proactively managed; Callers are sampled and asked for their opinion regarding the service they received; Operating hours are beyond 9.00am to 5.00pm providing an out of hours service to their customers; Manage and monitor calls to ensure that service levels are monitored and met; Provide standard Help-desk functionality; Ensure that all interactions are completed/closed and reported upon; Staff have access to on-screen dialogues or scripts which ensure that consistent procedures are always applied. 13

14 Top 3 Trends Affecting Contact Center Applications 1. Analytics: If it moves, analyze it; if it doesn't, analyze it until it does. 2. Performance Optimization: Creating the ultimate desktop interface, driven by super-agents. 3. Process Redesign and Alignment: BPM is more than just another acronym. 14

15 Customer Service critical for COJ JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC 8760 Hours Customer expectation is that COJ provides 8760 hours of uninterrupted service per year Customer Contact few minutes/yr. (moment of truth opportunity) 15

16 Measuring the Importance of 'Wait Time' Expectations Will Vary by Customer Segment $1,500 $1,000 $500 Low Value Reduce cost to serve Increase Crosssell Up-sell product penetration Increase customer retention High Value Wait-Time Influencers Operational Investment Profit ($500) ($1,000) Manage churn Nonlinear Impact of Time on Dissatisfaction Dissatisfaction Cost of Wait Time Analytical Modeling Using Operational, Customer and Survey Data Impact IVR Staffing Self-Service WFM CRM KM Cost Time (secs.) Impact on Customer Dissatisfaction 16

17 Definition - CTI Computer & Telephony Integration Definition Is Not Is The middleware that, in its purest form, associates an application with an incoming service request regardless of the media in which the request is received (e.g., chat, , Web collaboration). It then presents this information to either a live or electronic agent (e.g., interactive voice response) to satisfy a customer need Something that simply coordinates incoming customer calls with customer-specific application screen pops i.e. Genesys T-Server routing engine The CTI-enabled customer interaction center (CIC) that dynamically links a multitude of resources to handle customer needs in real time, every time, across multiple incoming and outgoing channels A real CTI implementation: Consolidate routing policies to reduce costs Centralise reporting platforms (real time statistics & historical reports) across all POI s Place IVR under CTI control Eliminate integration points 17

18 Definition - UC Unified Communications Definition These products enhance individual and group productivity by enabling and facilitating their use and management of communications. They also enhance productivity by integrating communication channels with each other and with key business processes One strategy is to offer a strong communication solution in a core technology area, and to partner with other vendors to provide a complete portfolio. The second product strategy is to offer a complete and integrated solution UC Consist of Voice messaging and unified messaging Live voice Voice, Web and video conferencing, and collaboration Instant messaging (IM) and live-presence indicator What to know about UC This technology has the potential to significantly alter and improve the ways that individuals, groups and companies interact and perform 18

19 Logical Contact Center Architecture Customers & Citizens (Internal/External) Phone IVR Internet/Web Fax Video Shared Whiteboard Communication Service Product/Service Development Customer Interaction Center (CIC) Contact Center Centers of Remote Agents Excellence Customer Management System Finance & Accounting Fulfillment Legal & HR 19

20 Potential Physical Architecture 20

21 Contact Center Volumes 21

22 Compliance Measures 1 = Not compliant/not supported, 2 = Comply/Supported, but requires Major modifications, 3 = Comply/Supported, but requires Minor modifications, 4 = Fully comply/supported, 5 = Comply/Supported, but exceeds requirement to major extent. 22

23 Vendor Questions & Answers COJ 23

24 Response Governance: Overview Kenneth Pillay (COJ SCM) 24

25 Procurement Process Ad hoc Procurement Greater than R200,000 (Public Tenders/ Bids) Pre Pre Bid Bid Phase Phase Bidding Period Bid Phase Evaluation period Adjudication Period Bid Award Post Bid Phase Time Line Task 5 Days Days 15 Days 15 Days 20 Days Budget Confirmed Draft Specification (Dept) Bid Spec Committee (BSC) Meeting Finalise Specification Agree on evaluation criteria (PPPFA+Others) Prepare Bid RFP Plan Bid advertised (30 Working Days) Bid docs collected and completed by suppliers Briefing Session/ Site Visits Bids received on deadline accepted for evaluation SCM Bids SCM due received scheduled diligence check on Set up Bid reports Evaluation Legal Comments Committee on Reports BEC Evaluation Relevant ED signs Meeting of report Shortlist (if Confirm/ Schedule applicable.) CAC and EAC Presentations to meetings BEC(if applicable) Recommendations finalised EAC/ CAC Report Finalised EAC/CAC to make bid decisions SCM actions CAC & EAC decisions Supplier confirmed letter of award Decision communiqué to all bidders Contract/SLA proposal with successful bidder Follow up process additional conditions of tender award Who? BSC made up of: User Dept Project manager/ champion/experts SCM Dept Other technical team members SCM Dept Suppliers SCM BEC made up of: User Dept Project manager/ champion/experts SCM Dept/Legal/Fin Other technical team members SCM User Dept CAC and EAC 25 SCM Suppliers SCM User Dept

26 NB Original Valid Tax Clearance Certificate for all member companies that are bidding Form of Proposal Signature & Alterations in the Form of Proposal Bids not in accordance with the City specification or incomplete bidding documents Compulsory Site Meeting Late tenders 26

27 Vendor Questions & Answers OCIO 27

28 Wrap-up & Next Steps OCIO 28

29 THANK YOU 29