Beyond the Basics of the Virtual Call Center

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1 1 Beyond the Basics of the Virtual Call Center Session 2.scr 1

2 Overview Introduce GeoTel Product/Technology Overview Q&A 3 Who Is GeoTel? Mission Market Customers What do we do? Where are we going? 4.scr 2

3 GeoTel Mission To Be the Leading Provider of Customer-Interaction Software Solutions for Mission-Critical Call-Center Applications 5 GeoTel Market Call centers Single and multiple sites Contact centers 6.scr 3

4 GeoTel Customers Advantis Aetna Airtel America Online American Airlines American Express Credit Cards American Express Travel British Telecom Call Interactive Capital One Carlson Wagonlit Citicorp Compaq Computer Continental Airlines Damark International Delta Air Lines Deluxe Check Fidelity Investments Institutional Fidelity Investments Retail First USA First Union Gateway 2000 GM Acceptance Corp. GTE Hewlett-Packard Household Credit Services IBM Internal Revenue Service J.C. Penney Credit Services J.C. Penney Life Insurance Lands End Matrixx Marketing MCI Optus Communications Oriental Trading Pacific Gas & Electric PrimeCo Private Healthcare Systems Progressive Insurance Prudential Insurance Spiegel Sprint Sprint CSB Sprint PCS Sprint Telemedia State Farm Insurance Toshiba United Parcel Service US Airways 7 What GeoTel Does (Business) Solves the three basic problems of customer service Saves call centers $$ 8.scr 4

5 Improved Customer Service Customers no longer have extended waits to speak to a human Customers no longer rerouted about the business Customers no longer required to restate identifying information 9 Reduced Operating Costs Cost of 800 service reduced More efficient use of resources (human and capital) Win! Win! 10.scr 5

6 What GeoTel Does (Technical) Creates a virtual call center Normalizes heterogeneous environment Distributed fault tolerance Network-to-desktop CTI (Computer-Telephony Integration) Centralized command and control 11 Call Center Applications Are Islands of Technology IVRs ACDs Application Databases Desktop/Agent Applications Networks Percent Allocation Management Information Internet 12.scr 6

7 GeoTel s Integrated Solution Network Interfaces Enterprise-Wide Customer-Interaction Platform Internet Gateway IVR Interfaces ACD Interfaces Dialer Interfaces Customer Answering Resources Networks Internet IVRs ACDs Desktop Applications Databases Appl. Gateway CTI Gateway Customer Agent Managing the Interaction Between Customer and Answering Resources 13 GeoTel Typical Customer Profiles Industry Carriers ACDs IVRs CTI Sites Agents Calls ASA decreased from 28 sec. to 8 sec. Handle time decreased from 190 sec. to 160 sec. Calls handled by IVR increased by 10% Abandoned calls reduced by 30% Service levels increased by 4% A Travel AT&T Lucent, Nortel Periphonics Yes 26 4,000 60,000/day Investment Services AT&T Aspect Direct Talk Yes 4 1,200 80,000/day Representative Results Improvements in Customer Service B C D E Investment Services AT&T, MCI Lucent, Nortel Network, Intervoice Yes 7 2, ,000/day Insurance MCI Lucent Conversant Yes 5 2, ,000/day Call Center Cost Savings Retail Sprint Lucent Conversant No ,000/day 15% increase in agent Productivity 50% reduction in T-1 utilization 11% savings in manpower resources Carrier costs reduced by 20% ROI in three to nine months 14.scr 7

8 Where Are We going? Movement is to a customer contact center Multiple channels (Voice, fax, Web, , chat, and video) Remote and non-acd agents IP voice 15 Product Overview ACD-bound agents Enterprise structure Normalization Distributed fault tolerance Non ACD-bound agents 16.scr 8

9 Enterprise-Wide Intelligent Call Treatment Customer Database Davox Melita EIS Call Blending Primary Central Controller Desktop CTI link IVR Driver SS7 Redundant Central Controller Wide Area Data Network CTI Links WFM Application Server Bard Cybernetics Pipkins TCS Custom TAPI Desktop Integrated Applications Active X IVR Conversant IBM DirecTalk InterVoice Periphonics Voicetek Internet Cisco SCP AT&T BT Concert MCI Optus Sprint Public Switched Network Aspect Rockwell Nortel Lucent Siemens Open CSTA 17 Single Site ICR/CTI View PSTN Internet NIC ICR PG IVR PG Agent Agent Server PBX 18.scr 9

10 Network-to-Desktop CTI Challenges Real-time view of entire enterprise Must be very fast! Distributed fault tolerance Distributed processing Normalize heterogeneous environment 19 GeoTel Enterprise Agent Public Network IVR Q-Point ACD Call Center PBX Home Agents IVR Q-Point Branch Office ICR 20.scr 10

11 GeoTel Enterprise Agent Key attributes of an ACD Network interface Call treatment processing and agent selection and queuing Reporting CTI links Port switching matrix 21 Virtual Call Center Opportunity Old World New World Data Data Network Tele-commuter Video Data PBX All Media Same wire Converged Network Video Conf. Voice Voice Mail Headquarters Unified Data Voice Difficult to bridge separate networks, multiple locations Branch Office Single network and integrated data and voice applications, independent of location Key driver for integration of data, voice, and video Development of new applications based on IP Voice 22.scr 11

12 GeoTel Customer Benefits Mission-critical platform for integrating multi-vendor, multi-carrier applications Intelligent call distribution Enterprise CTI Customer-profile routing Skill-based/resource-based routing Consolidated, enterprise-wide reporting Increased customer responsiveness High value, quick return on investment 23 Please Complete Your Evaluation Form Session 24.scr 12

13 25.scr 13

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