Enhancing Business Performance Through Innovative Technology Solutions

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1 Enhancing Business Performance Through Innovative Technology Solutions

2 Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance FIELD SALES Sales 2

3 Use Cases OPERATIONAL EFFECTIVENESS CUSTOMER EXPERIENCE REVENUE ENHANCEMENT Improve first contact resolution Deliver customers to the most appropriate agent with the relevant information Determine where to leverage automation and self-service; and where to not Improve agent efficiency and utilization Reduce agent turnover Scale investment across geographies and lines of business Improve customer satisfaction and more importantly customer loyalty Offer the ability to contact from any device, any medium, anywhere Provide mobile customer service and integration Collaborate with customers in the social world Reduce customer effort Reduce customer queuing Identify and validate customers expectations and react Monitor and measure the quality of customer contacts Reduce customer churn Proactively contact customers and address issues Leverage intelligence and analytics to offer customers the right products and services when needed and in the mediums they choose Increase close rates Reduce shopping cart abandonment Convert customers into promoters 3

4 Service Offerings Strategic Assessment Health Check Planning, Design & Deployment Upgrade Optimization & Customization Operational Management Hosted Contact Center 4

5 Delivery Capabilities Scripting & Call Routing Desktop Self-Service Application Development Outbound Reporting Web Chat Social Media Quality Management & Recording Workforce Management Call Back 5

6 InsightManaged Voice OPERATIONAL MANAGEMENT 7x24x365 proactive event monitoring Full remote fault management SLA driven notification and status updates Open tickets with carriers Partnerships with all major OEMs Facilitate hardware replacement (InsightManaged) Software upgrades to repair faults (InsightManaged) Security patch updates Operational Check List Configuration management Health and Performance Reporting 6

7 Success Stories GLOBAL AGRICULTURAL BIOTECH COMPANY Provided strategic planning, design, deployment and operational support of a contact center solution supporting local, regional and global groups. Developed an enterprise strategy and best practices roadmap for implementation and operations to support first call resolution, increased contact center visibility and enhanced workforce productivity. These solutions also enabled the company to leverage and enhance its contact center infrastructure for other contact groups globally and new applications and solutions such as self-service, CRM integration, SIP trunking and virtualization. GLOBAL TRAVEL COMPANY Developed, implemented and actively managing a contact center solution to consolidate multiple, geographically-dispersed call centers into a single global contact center. This solution streamlined enterprise contact routing, self-service, reporting and management. GLOBAL HOSPITALITY COMPANY Developed, implemented and actively managing a contact center solution to provide consistent and reliable service to customers and partners across the globe. This solution provide voice, self-service, speech recognition and contact management across multiple global centers. 7

8 Insight Contact Center Solutions for Insight Internally adopted Unified Communications and Unified Contact Center solution as standard platform Over 1500 agents across multiple sites in United States, Canada, Europe and Asia-Pacific Geographically redundant and resilient IP solution with core infrastructure spanning across two data centers Return on investment Productivity gains Increased visibility into the business operations Improved management and total cost of ownership 8

9 Contact Center Success Characteristics BUSINESS STAKEHOLDERS Brought in early and own part of the purchase decision CONTACT CENTER ASSESSMENT Performed to determine business and technical preparedness COMMUNICATE CHANGE Business process and technology changes are communicated and embraced OPERATIONAL PLAN Discussed and agreed on prior to implementation PROJECT MANAGEMENT Oversight provided by both the client and Insight throughout the project TOTAL COST OF OWNERSHIP Capital investment, contingencies and operational expenses fully understood and agreed upon prior to project initiation 9

10 Solution Partners 10

11 Competencies and Awards Cisco s Largest Transformational Partner Gold Certified 17 Year Relationship National Partner, Ranked 1st in U.S. Master Unified Communications Unified Contact Center Enterprise Authorized Technology Provider Customer Voice Portal Authorized Technology Provider 11

12 The Insight Advantage EXPERIENCE DEPTH PROCESS Successfully delivered solutions across multiple industries from small to large, simple to complex. Expertise in contact center solution architecture, design, deployment, customization and operational management. Proven methodology founded on industry best practices and enhanced with years of real life experience. BREADTH PARTNERSHIPS VALUE Capabilities across multiple solution offerings to meet your broader needs including Unified Communications, Network and Data Center. Partnerships with industry leading software and product manufacturers. Products, knowledge and service throughout your entire IT lifecycle. 12

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