Creating Tomorrow s Contact Center Today

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Madison Burke
10 years ago
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1 Creatig Tomorrow s Cotact Ceter Today

2 Cotact ceters that wat to be relevat i the era of social media eed to trasform from slow-movig, reactive orgaizatios ito real-time ad eve proactive departmets that are a step ahead of customer eeds. A ew breed of cotact ceter is emergig-oe that combies Social Media, Multichael Eablemet, Smart Phoe Adoptio, Virtual Cotact Ceter. Cotact Ceter leaders must uderstad the ext geeratio s expectatios, move more quickly, empower agets, ad build lastig customer relatioships. Balacig efficiecy, performace ad costs, while ivestig i the right techology ad ifrastructure required i succeedig i today ad tomorrow s Omi-chael eviromet. Is your cotact ceter livig up to your brad promise? Sesiple s Customer Experiece Maagemet will help orgaizatios i Itegratig Customer Experiece ito the DNA of your busiess Closig the loop by applyig customer isights to improve the busiess ad gai competitive advatage Utilizig iovative ad emergig techologies like speech aalytics, mobile apps, chat, voice biometrics, virtual queuig, coversatioal IVR ad webs-call back that help meet the raisig expectatios of customers i a digital world Leveragig momets of truth(voc) at the right time to spot opportuities ad ehace your customer s jourey 2

Cotact Ceter leaders must uderstad the ext geeratio s expectatios, move more quickly, empower agets, ad build lastig customer relatioships.

3 Busiess Strategy Sythesize Smaller Firms Compaies with less tha 100 customer service agets Less Global coverage ad usually cocetrated with a couple of specific regios Typically ot mature i their busiess Process Creatio of Customer Experiece Framework Buildig Framework- Helpdesk, ESM, CRM Multi-Chael Iteractiobuildig IVR self Service, Multichael Cotact Ceter, 24x7 Support Moderize Mid-sized Firms 200 to 500 CSR Multiple sites of operatios Justifyig multiple ceter services delivery solutios Achievig attractive aget occupacy rates for cliets Cotiuous Improvemet to be the Idustry Leader Omi-Chael Self Service- IVR Aalytics, Optimize Self Service, Kowledge Maagemet Omi-Chael Customer Iteractios-Cosultig, VOC/NPS, Cotact Ceter Aalytics, WFM/QM Data Drive & Proactive Customer Iteractio Large Firms Stayig o the top of the game Maagig peak performace Prevetig risks associated with Caller ID spoofig ad social egieerig. Data Drive & Proactive Customer Iteractio Persoalize Iteractio- Iteractio Aalytics, Cotext Based Iteractio, Uified Commuicatio Wow Your Customer-Voice Biometric Idetity, Predictive Aalytics, Itelliget Virtual Aget Seisple s helps large cotact ceters to quickly idetify valid customers ad tag fraudulet callers 3

Firms 200 to 500 CSR Multiple sites of operatios Justifyig multiple ceter services delivery solutios Achievig attractive aget occupacy rates for cliets Cotiuous Improvemet to be the Idustry Leader

4 Cotact Ceter Services Cotact Ceter Cosultig Assessig curret cotact ceter operatios ad developig a roadmap Trackig the Right KPIs usig 25 key performace idicators Fie tuig automated self-service systems Measurig Performace usig scorig schemes Assessig System Itegratio eeds Optimizig key cotact ceter busiess processes Testig & Maiteace Services Test Automatio of IVR & Speech Applicatios Ogoig support & maiteace of Network & IT Ifrastructure Servicig i areas related to chage maagemet, service request maagemet, patch ad release maagemet, moitorig services, hostig services, cotiuity services ad performace maagemet. Implemetatio Services Determiig busiess requiremets, roles ad resposibilities Ifrastructure, VOIP Readiess Assessmet ad Optimizatio Itegratio with self-service, CTI scree pops, outboud dialig ad custom reports Program Rollout Assurace Testig Educatio ad Kowledge Trasfer Customer Aalytics Cotact Ceter Performace Aalytics Suite IVR Caller Experiece Aalytics Suite- Will be able to coect with Avaya, Cisco, Nortel ad Geesys, usig variety of adapters Voice of Customer Aalytics solutio: Sesiple helps to actively liste to customer feedback ad extract customer setimets relevat to your busiess IVR Geesys Voice Portal, Avaya Voice Portal, Voice Geie Speech Server Nuace OSR, Microsoft Speech Server ACD Systems Nortel, Avaya, Siemes, Cisco Call Maager, Aspect, Voxge Techology Stack CTI Tools Geesys T-Library, Cisco ICM DCS, Aspect Outboud Dialers Geesys Outboud Cotact Solutio, Avaya PCS Routig Platform Cisco ICM, Geesys Cotact Ceter Suite, Avaya Iteractio Ceter 4 4

support & maiteace of Network & IT Ifrastructure Servicig i areas related to chage maagemet, service request maagemet, patch ad release maagemet, moitorig services, hostig services, cotiuity services

5 Why Sesiple Sesiple has prove track record i trasformig customer service for millios of customers across the world. Established Cotact Ceter of Excellece Ed to ed cotact ceter strategy developmet icludig legacy customer service techology assessmet, strategy developmet, ad solutio implemetatio Pre-built solutios for IVR/CTI, Speech recogitio techologies ad Voice XML solutios Improvig Customer Experiece with Cotext- Empowered Agets CORPORATE OFFICE 1000 Route 9 North, Suite 303 Woodbridge, NJ Phoe : Fax : , OFFSHORE OFFICE Plot No: 9/A15, SIPCOT IT Park Padur Post Siruseri, Tamiladu , Idia Phoe : Fax : OMAHA OFFICE Scott St, Omaha, NE Phoe : Fax : SINGAPORE 662, Woodlads Rig Road #5-226 Sigapore Phoe :

for IVR/CTI, Speech recogitio techologies ad Voice XML solutios Improvig Customer Experiece with Cotext- Empowered Agets CORPORATE OFFICE 1000 Route 9 North, Suite 303 Woodbridge, NJ 07095 Phoe : 732

SOCIAL MEDIA. Keep the conversations going

SOCIAL MEDIA. Keep the conversations going SOCIAL MEDIA Keep the coversatios goig Social media is where most of the world is. It is therefore a ope source of cosumer data, a chael of commuicatio ad a platform for establishig relatioships with customers.