LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

Size: px
Start display at page:

Download "LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION"

Transcription

1 LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

2 WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer 36 Answered quickly Source: CCA Consumer Survey September 2013 WHAT ARE THE CONSEQUENCES OF GETTING IT WRONG 52% 51% 74% of consumers say they are irritated at having to repeat information to different people. Source: UKCSL 2012, Institute of Customer Service 6 of UK adults would change supplier based on a poor experience with the contact centre. Source: callcentrehelper.com 2013 Use three or four channels when seeking customer service. Source: MobileMarketing 30% Of customer service engagements are over channels other than the telephone. Source: CFI Group

3 INTRODUCTION Contact Centres continue to evolve. We have seen the evolution from call centre to contact centre, and now contact centres are under pressure to keep pace with how their customers want to engage and collaborate with them. Tomorrow s contact centre will be able to deal with interactions over any medium, not in silos but as a connected journey. It will smartly balance and blend self-service with live interactions and differentiate service through innovation such as video agents and smartphone app connectivity. Agents will be empowered with intuitive tools that not only make them more efficient, but more effective. The business will learn through listening to customers and gaining insight from holistic reporting and analytics. An organisation s contact centre technology needs to seamlessly unify all channels of communication with the customer in a single virtual architecture that supports any agent in any location and have the ability to be deployed as a cloud, premise-based or hybrid solution. Tomorrow s contact centre technology will be quicker to install, easier to manage and cheaper to run. Tomorrow s contact centre is being delivered today by Touchbase and Cisco.

4 TRENDS Contact centres are under enormous pressure to offer new and innovative interaction channels to their customers while continually improving the customer experience and controlling costs. Customer Expectations 74% of UK adults state they would change supplier based on a poor contact centre experience. It is therefore essential that contact centres are able to deliver against the ever increasing expectations that customers place on them. It s No Longer Just About The Phone smartphone penetration is now estimated at over 70%; this means that customers can browse, , tweet and of course, phone whenever they want and wherever they are. Enabling The Connected Journey contact centres are not just under pressure to support new channels of interaction, but to provide a consistent and connected journey for the customer across these channels. Focus On Agility given the highly dynamic nature of the contact centre, agility is key. Contact centres need the ability to quickly respond to changing demands, to scale up and scale down and to quickly deploy new channels and applications to support both the business and its customers. Breaking Down The Silos the contact centre is no longer an adjunct to the organisation, but an integral and vital part of it. As such, the technology used has to be aligned with the broader corporate infrastructure and support cloud, premise or hybrid deployment strategies.

5 CISCO UNIFIED CONTACT CENTRE Contact centres are under enormous pressure to offer new and innovative interaction channels to their customers while continually improving the customer experience and controlling costs. Unified Contact Centre Enterprise - UCCE delivers a comprehensive contact centre platform capable of supporting every type of interaction with your customers including voice, , chat, social and web-collaboration. It provides a single solution that enables you to manage your contact centre more effectively while delivering the right tools to agents to make them more productive. Capable of supporting contact centres with many thousands of agents across multiple geographies, UCCE is truly an enterprise-class platform delivering on the needs of your contact centre today while providing the foundation for tomorrow s customer collaboration. Packaged Unified Contact Centre Enterprise - Through a rapid deployment process, Packaged UCCE enables organisations to quickly gain the value of a comprehensive Cisco Contact Centre solution while reducing business disruption, risk and cost. Packaged UCCE combines the power and capability of the UCCE solution with contact centre best practice we have gained from many deployments. Delivered as a pre-configured solution it is ideal for mid-sized contact centres, providing them with a quick-start while laying the foundation of a comprehensive solution that can adapt and scale as business needs change. Unified Contact Centre Express - UCCX leverages the capabilities of Cisco s Enterprise platform and delivers this as a solution specifically designed for smaller contact centres. In doing this it enables small to mid-sized contact centres from 1 to 500 agents to cost-effectively put in place a comprehensive contact centre platform that allows them to be more efficient, effective and improve the experience they deliver to their customers. What is more, as your contact centres grows, you are able to simply migrate your Express platform to our Enterprise solution.

6 CAPABILITIES UNIFIED WORKFORCE OPTIMISATION Cisco Unified Workforce Optimisation provides contact centre managers and supervisors with all of the tools they need to drive performance and continually improve quality. Recorded interactions are used to evaluate and benchmark agent performance enabling improvements in coaching and development. Comprehensive workforce management allows for improved resource planning and scheduling, optimising the alignment of capability to demand. SOCIAL MEDIA Cisco SocialMiner enables organisations to be connected with their customers through the social media networks that they use such as Twitter and Facebook. It provides social media monitoring, queuing and workflow to deliver customer posts directly to your customer service teams. It enables you to keep in touch with what your customers are saying and respond in real-time to issues, concerns or needs they may have using the media they prefer. FINESSE AGENT DESKTOP The Cisco Finesse desktop is a next-generation agent and supervisor desktop solution designed to provide easy access to the applications and information required by your contact centre through a customisable web-based interface. It offers your agents an intuitive, easy-to-use desktop design to help improve their efficiency and effectiveness, which in turn enhances the customer experience. SELF-SERVICE Cisco Unified Customer Voice Portal enables organisations to provide their customers with the choice of speaking to a live agent or using an intuitive voice-based self-service facility. This capability enables organisations to cost-effectively offer a broad range of services to their customers 24x7 utilising either touch-tone input or speech recognition, all fully integrated into your Cisco contact centre environment. ENTERPRISE-WIDE REPORTING Cisco Unified Intelligence Centre provides managers and supervisors with a holistic insight into their contact centre operation. Through a single web-based interface it provides accurate and timely information relating to contact centre and agent performance, as well as comprehensive detail on how you are serving your customers over voice, , web-chat, social and via self-service capabilities. INTERACTION RECORDING Cisco enables contact centres to cost-effectively and efficiently capture every interaction that they have with their customers. This is achieved through recording the interaction at the network level rather than on the device simplifying the architecture, lowering costs and providing optimum scalability. Cisco MediaSense enables the capture, playback and live monitoring of customer interactions.

7 ECO-SYSTEM ADVANTAGE Touchbase and Cisco have a strong eco-system of partners that provide complementary technology and applications for your Cisco Unified Contact Centre including desktop plug-ins, smartphone App integration, outbound campaign management and video integration. This enables us to deliver comprehensive solutions that both drives contact centre efficiency and transforms the customer experience. Our Customer Collaboration Portfolio Improve Efficiency TDM -> VOIP Desktop Virtualisation Skills Based routing IVR Speech Enablement Network Recording Platform Virtualisation Enhance the Experience Web Chat ID & Verification Next Generation Reporting Blending Agent Video Agent Precision Routing Some of our Eco-System Partners:

8 OUR APPROACH Our aim is to not only deliver business value from our solutions, but to enable our clients to make a step-change in the way they communicate and collaborate with their customers. We do this by taking the time to truly understand our clients businesses, their needs and their priorities and design solutions that not only meet immediate requirements, but also lay the foundation for their future. To this end we have a proven approach to working with our clients: Providing you with the quality service you need to maximise the investment in your contact centre on an on-going basis. DISCOVER In our showcase we help you to see the art of the possible and discover what can be achieved in your contact centre. OPTIMISE DESIGN Our proven methodology enables us to deliver onpremise or hosted contact centre solutions on-time and on-budget. DELIVER We workshop your needs and turn these into your blue-print for customer collaboration and your Cisco-based architecture.

9 ABOUT TOUCHBASE Touchbase is a Global Technology Services Company with 20 years of heritage. We combine the world s best technology with the most talented people in the industry to help our clients transform the way they communicate both internally and externally. We are a Cisco Tier One Gold Partner, a Master Cloud & Managed Service Partner and a Master UC Partner. We help our clients to lay the foundation of effective technology infrastructure by converging voice, data, desktop and video in a single Cisco-based architecture and then deliver this as a cloud, premise or hybrid solution. We assist our clients to embrace and maximise every aspect of collaboration, not only making it part of their culture, but a significant enabler to their success. We achieve this through our passion, expertise, experience and approach; it is this that makes us a trusted and valued partner to our clients.

10 TOUCHBASE 9A DEVONSHIRE SQUARE LONDON EC2M 4YN UNITED KINGDOM T:

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS) OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS

More information

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud IT Enterprise Services Capita Collaboration Suite Unified Communications in the Cloud Empower your people to engage and innovate Ready to transform the way you work? Imagine your enterprise truly connected;

More information

LITTLE BLACK BOOK CISCO ONE SOFTWARE

LITTLE BLACK BOOK CISCO ONE SOFTWARE LITTLE BLACK BOOK CISCO ONE SOFTWARE What is Cisco ONE Software? The Old Way: Purchase Each Application/License for Each Device A La Carte Separately priced items Licensing Tied to Hardware Perpetual for

More information

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Enabling users with unified communications

Enabling users with unified communications Enabling users with unified communications CONTENTS 03 04 06 08 09 11 13 Enabling Transformation The Business Agenda Capabilities Unified Delivering Results Outcomes and Effect WHY COMPUTACENTER? Experience

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Logicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device

Logicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Solutions & Services Are you struggling to support today

More information

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk Remote Infrastructure Management Emergence of the Cloud-based Helpdesk A leadership perspectives white paper Recommended next steps for business and industry executives Issue 11 in a series Executive Summary

More information

Journey to 3rd Platform Digital Customer Experience

Journey to 3rd Platform Digital Customer Experience Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in

More information

Making Contact Centres Efficient. Meet the needs of your customers and your business

Making Contact Centres Efficient. Meet the needs of your customers and your business Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be

More information

Understanding The Benefits Of Unified Communications And Hosted VoIP

Understanding The Benefits Of Unified Communications And Hosted VoIP Understanding The Benefits Of Unified Communications And Hosted VoIP oip Having Unified Communications (UC) in place can benefit not only your organisations but also your employees and customers. The Benefits

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

eircom unified communications solutions giving your teams the power to deliver

eircom unified communications solutions giving your teams the power to deliver eircom unified communications solutions giving your teams the power to deliver In a fast-moving world, information is power Business today moves fast: If your teams can t easily access the right resources

More information

Delivering a next-generation Unified Communications vision.

Delivering a next-generation Unified Communications vision. Delivering a next-generation Unified Communications vision. Wherever you are on the journey to Unified Communications, discover a unique approach that always starts in the same place. You Your business

More information

Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools

Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools IT Enterprise Services Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools The freedom and agility which cloud unleashes directly impacts business performance. Cloud productivity

More information

IT Enterprise Services

IT Enterprise Services IT Enterprise Services Enterprise Mobility Management...in the cloud. Powered by Is your enterprise mobile ready? The mobility challenge is on. By 2020 Gartner predict that 26 billion devices will be connected

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

IBM AND COMPUTACENTER: POWERING AHEAD TOGETHER

IBM AND COMPUTACENTER: POWERING AHEAD TOGETHER IBM AND COMPUTACENTER: POWERING AHEAD TOGETHER DELIVERING BETTER VALUE AND BETTER OUTCOMES Greater globalisation, digitisation and mobilisation can represent both an obstacle and an opportunity. At Computacenter,

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

4net Technologies. Cloud Services V1.00-1115

4net Technologies. Cloud Services V1.00-1115 4net Technologies Cloud Services V1.00-1115 4net Cloud Services 4net s Cloud Service successfully combines the most advanced technologies with the latest services and applications to create a network,

More information

Unisys Innovation Plan

Unisys Innovation Plan Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Communications Partner of the Year

Communications Partner of the Year 25 YEARS Embedded ISV Qualified Contact Center for Microsoft Lync All-in-One. Software Only. Social Media. Communications Partner of the Year #Lync Communications Partner of the Year ComputerTalk s Contact

More information

Enterprise Mobility Empowered by Logicalis / Cisco / Citrix

Enterprise Mobility Empowered by Logicalis / Cisco / Citrix 1 The vitality of your business depends on enterprise mobility. The way we work has changed. So has the way your workers work. Mobile technology now touches almost every aspect of our daily lives. From

More information

The New Rules of Workforce Management

The New Rules of Workforce Management The New Rules of Workforce Management What can today s Workforce Management solutions do for your contact center? Provide advanced functionality, including leave management, self-service, mobile features

More information

CONVERGEONE + INTERACTIVE INTELLIGENCE

CONVERGEONE + INTERACTIVE INTELLIGENCE CONVERGEONE + INTERACTIVE INTELLIGENCE Fusing People, Technology, and Strategy OUR COMPANY We are a Platinum Elite partner As a leading global provider of best-in-class communications solutions and services,

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Omni-Channel Customer Service Demands the Intelligent Contact Center

Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

The Contact Centre. Market Overview. IP Communications for the Contact Centre

The Contact Centre. Market Overview. IP Communications for the Contact Centre The Contact Centre One platform. One pre-integrated application suite. Communications for the contact centre, for the enterprise... for your entire business. Innovation As a consistent driving force behind

More information

IT Services. We re the IT in OrganIsaTion. Large Organisations

IT Services. We re the IT in OrganIsaTion. Large Organisations IT Services. We re the IT in OrganIsaTion Large Organisations IT for Large Organisations. As the world of business technology has changed, so have we. From designing, building and optimising tailored

More information

Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care

Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care Contact Centres can become victims of their own success. Good customer service and the ability to quickly and effectively

More information

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1 BT One Analyst and consultant update, September 2012 BT One. Communications that unify 1 BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT One Overview Andrew Small Vice President

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5

More information

4net Technologies. Unified Communications

4net Technologies. Unified Communications 4net Technologies Unified Communications Unified Communications In a nutshell, Unified Communications is not a product but the simplification and integration of all forms of communications. By putting

More information

Avaya Contact Center Control Manager (ACCCM)

Avaya Contact Center Control Manager (ACCCM) Avaya Contact Center Control Manager (ACCCM) In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to

More information

The Rise of Cloud Contact Centers

The Rise of Cloud Contact Centers The Rise of Cloud Contact Centers White Paper The Rise of Cloud Contact Centers What does it take to be an Enterprise Cloud Solution? Full-featured Contact Center Platform Scalability & Migration Strategies

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,

More information

IT Enterprise Services

IT Enterprise Services IT Enterprise Services Local government Empowering people through technology Your drive to transform Your drive to transform Modernising local government services is high on everyone s agenda. Innovation

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Noble Enterprise Solution

Noble Enterprise Solution Noble Enterprise Solution Unifi ed Contact Centre Management The Noble Enterprise Solution suite is a unified, single-source Customer Contact Management solution for today s advanced enterprise environments.

More information

The Evolution to Cloud Communications

The Evolution to Cloud Communications The Evolution to Cloud Communications The adoption of Cloud Communications by enterprises: An evolution, not a revolution Table of Contents Introduction... 1 The Emergence of Private, Public and Hybrid

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

Ultracomms Cloud Solutions

Ultracomms Cloud Solutions Ultracomms Cloud Solutions Ultracomms Ethos As the first cloud contact centre service provider in Europe, and a supplier of Enterprise PCI DSS solutions, Ultracomms has been providing outbound, inbound

More information

Portfolio Journey OpenScape 4000

Portfolio Journey OpenScape 4000 Portfolio Journey OpenScape 4000 You ve seen all the changes in communications over the last decade. One solution is there every step of the way, adapting, changing, and evolving. Making sure your business

More information

Vodafone Hosted Contact Centre services deployed for Auckland Council

Vodafone Hosted Contact Centre services deployed for Auckland Council Vodafone Hosted Contact Centre services deployed for Auckland Council Philip Jones Manager Contact Centres Auckland Council Gabrielle Still Lead Application Consultant - Vodafone Auckland Council Business

More information

The all-in-one Unified Communications solution for SMBs.

The all-in-one Unified Communications solution for SMBs. OpenScape Business The all-in-one Unified Communications solution for SMBs. Improve your performance and take your business to the next level with Unified Communications. Amplifying opportunities The success

More information

IT Enterprise Services

IT Enterprise Services IT Enterprise Services Capita Virtual Workplace Agility & reliability for your future workplace Balancing freedom & control Virtual working is essential and you know the virtual workplace is possible.

More information

Profile. Business solutions with a difference

Profile. Business solutions with a difference Profile Business solutions with a difference Overview ITeM Group was founded in 1999 and has a successful history of delivering IT solutions in Australia, New Zealand, Indonesia, China and Canada. We specialise

More information

Western European Organizations Turn to the Cloud for UCaaS

Western European Organizations Turn to the Cloud for UCaaS IDC TOP LINE Western European Organizations Turn to the Cloud for UCaaS Commissioned by: Verizon and Cisco Jason Andersson July 2015 INTRODUCTION Unified communications as a service (UCaaS) is a fast-growing

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

IBM Enterprise Content Management Product Strategy

IBM Enterprise Content Management Product Strategy White Paper July 2007 IBM Information Management software IBM Enterprise Content Management Product Strategy 2 IBM Innovation Enterprise Content Management (ECM) IBM Investment in ECM IBM ECM Vision Contents

More information

Omni-Channel Contact Centre

Omni-Channel Contact Centre Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

Higher Education Solutions

Higher Education Solutions Higher Education Solutions Higher education communications THE CHALLENGES Whilst IP Communications brings many advantages, the cost and complexity of moving users in a single step can be overwhelming.

More information

Visit talktalkbusiness.co.uk. Call 0800 954 5707. Email enquiries@talktalkbusiness.co.uk

Visit talktalkbusiness.co.uk. Call 0800 954 5707. Email enquiries@talktalkbusiness.co.uk By choosing Avaya and TalkTalk Business your business will benefit from market leading IP Telephony and the UK s most available Next Generation Network to deliver the ultimate one stop shop. Avaya s unique

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including

More information

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage

More information

Cisco Data Center Optimization Services

Cisco Data Center Optimization Services Cisco Data Center Optimization Services Evolve your data center solutions to support business growth, deliver nextgeneration services, and maintain competitive advantage with Cisco Data Center Optimization

More information

The Value and the Future of the Insurance Contact Center

The Value and the Future of the Insurance Contact Center The Value and the Future of the Insurance Contact Center Mark Breading SMA Partner Strategy Meets Action Contents The Contact Center in Insurance Today... 3 From Cost Center to Customer Experience Management...

More information

Exceed customer expectations

Exceed customer expectations BT and Avaya Exceed customer expectations Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations need to be careful

More information

Make your workplace really work

Make your workplace really work Make your workplace really work Avanade Communications and Collaboration Solutions A study by Forrester* notes that 59% of workers said they would save more than 15 minutes per day using technologies that

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

On-boarding the Cloud in Your Workforce

On-boarding the Cloud in Your Workforce On-boarding the in Your Workforce oip As in any field, not all providers are equal and some are cashing in on a booming market with little relevant experience. Here s our guide to help you navigate the

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

BT Unified Trading communication. The Future Delivered

BT Unified Trading communication. The Future Delivered BT Unified Trading communication The Future Delivered BT Unified Trading With BT Unified Trading, BT has set the benchmark for the next decade by bringing to market a powerful, cost-effective, software-based

More information

Cloud Contact Center Services Profile: LiveOps

Cloud Contact Center Services Profile: LiveOps VENDOR PROFILE Cloud Contact Center Services Profile: LiveOps Melissa O'Brien IDC OPINION LiveOps, a cloud contact center services provider, has crafted its offerings and messaging around some of the most

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

SEAMLESS HYBRID CLOUD WITH MICROSOFT

SEAMLESS HYBRID CLOUD WITH MICROSOFT OVERVIEW OPTUS MANAGED CLOUD - MICROSOFT SEAMLESS HYBRID CLOUD WITH MICROSOFT CONTENTS IS CLOUD WORKING FOR YOU? 01 THERE IS A BETTER WAY 01 USE WHAT YOU KNOW 02 DO YOU WANT 03 THE OPTUS SOLUTION 03 MEET

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center

Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center white paper Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center Table of Contents CRM: Essential Systems of Record Across the Enterprise 2 The Social Evolution of Customer Interactions

More information

Noble Enterprise Solution

Noble Enterprise Solution Noble Enterprise Solution Unifi ed Contact Center Management The Noble Enterprise Solution suite is a unified, single-source Customer Contact Management solution for today s advanced enterprise environments.

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Custom Software Development Portfolio. Innovation Collaboration Evolution Results

Custom Software Development Portfolio. Innovation Collaboration Evolution Results Phonecierge SOFTEL Verifier First Responder Innovation Collaboration Evolution Results Bespoke Custom Software Portfolio SOFTEL Communications Complete Customized Software Services Designing software that

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

IT Services. Capita Private Cloud. Cloud potential unleashed

IT Services. Capita Private Cloud. Cloud potential unleashed IT Services Capita Private Cloud Cloud potential unleashed Cloud computing at its best Cloud is fast becoming an integral part of every IT strategy. It reduces cost and complexity, whilst bringing freedom,

More information

Cisco Unified Intelligent Contact Management Enterprise 7.5

Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration

More information

big trends for small businesses

big trends for small businesses big trends for small businesses New technology that means business Today, if you tell someone you ll be in touch, they may not only ask when but how. Business owners have more communications channels at

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

MITEL BUSINESS COMMUNICATIONS SOLUTIONS

MITEL BUSINESS COMMUNICATIONS SOLUTIONS BROCHURE MITEL BUSINESS COMMUNICATIONS SOLUTIONS BUSINESS COMMUNICATIONS YOUR WAY, WITH COMPREHENSIVE AND FLEXIBLE SOLUTIONS ON PREMISE OR IN THE CLOUD Whether it s retaining productive employees, providing

More information

Digital Business Services Topic Area Theaters May 17-19, 2016 Orlando, FL

Digital Business Services Topic Area Theaters May 17-19, 2016 Orlando, FL Digital Topic Area Theaters May 17-19, 2016 Orlando, FL Session ID Title Abstract Time and Location DB34027 Exploit Business Benefit Cases to Accelerate and Improve Processes DB34011* DB34008 DB34051*

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

Beyond converged networks: driving user productivity through unified communications and collaboration.

Beyond converged networks: driving user productivity through unified communications and collaboration. Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive

More information