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:
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