Partnership for Value

Transcription

1 Partnership for Value Alcatel-Lucent Contact Center solutions and Microsoft Dynamics CRM Alcatel-Lucent Microsoft SISTAS Alcatel-Lucent Enterprise Forum 2008

2 Agenda 1. CRM in Contact Centers 2. Alcatel-Lucent Microsoft Alliance 3. CRM Applications Designed for Contact Center 4. Microsoft Dynamics CRM Extending the Contact Centers Reach to the Enterprise 5. Return on Investment 6. Customer Testimonial 2 08Forum_ OTPE_MS_CRM February 2008

3 The Dynamic Enterprise interconnects for continuous and transformative growth 3 08Forum_ OTPE_MS_CRM February 2008

4 Alcatel-Lucent Solutions

5 CRM in Contact Centers 5 08Forum_ OTPE_MS_CRM February 2008

6 Better Customer Service Drives Company Value companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile. Harvard Business Review March 2007

7 Industry Views The role of the contact center in the organization is shifting and growing. Contact centers are increasingly strategic business units, and not just cost center departments. Michael Maoz, Vice President and Distinguished Analyst, Gartner Inc. CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers for their business. New York Stock Exchange (NYSE) 2007 CEO Report If you re looking to boost customer satisfaction, one of the most promising places to start is customer service. increased satisfaction has a positive impact on consumer spending, cash flow, and business performance. Harvard Business Review, 2007

8 Alcatel-Lucent Microsoft Alliance 8 08Forum_ OTPE_MS_CRM February 2008

9 Alcatel-Lucent Microsoft Alliance Premier and Multi-year Alliance Agreement Early Adopter MS Technology Programs: Titan CRM 4.0, Office Communications Server 2007,.NET, Vista, Windows 2008, and SQL Server Joint Go To Markets: Channel Development, Customer and Industry Events, and Campaigns Markets Worldwide - ALU a Gold Sponsor of Microsoft Convergence EMEA. Microsoft a Platinum Sponsor of Alcatel-Lucent Business Partner Forum North America ALU a National Sponsor for the Microsoft Dynamics CRM 4.0 NA launch tour beginning March 2008 Target Customers Mid Size Contact Centers with OmniTouch CC Premium Edition ( Agent Positions) Greater than 150 agents with OmniGenesys Products Alcatel-Lucent s OmniTouch CC Premium Edition packaged with Genesys Gplus Adapter for Microsoft CRM Microsoft s Dynamics CRM Forum_ OTPE_MS_CRM February 2008

10 CRM Applications Designed for Contact Centers 10 08Forum_ OTPE_MS_CRM February 2008

11 Our position in the market in 2006 CCI EMEA Gartner Magic Quadrant 2006 Ability to Execute Ericsson Avaya Genesys Alcatel-Lucent Cisco Siemens Nortel Aspect Software Altitude Software Vocalcom Cosmocom SAP-Wicom NEC-Philips Interaction Intelligence Completeness of Vision

12 Our position in the market in 2007 CCI EMEA Gartner Magic Quadrant 2007 Ability to Execute Ericsson Ericsson Vocalcom NEC-Philips Cisco Siemens Cisco Siemens NEC-Philips Cosmocom Avaya Genesys Alcatel-Lucent Avaya Alcatel-Lucent Nortel Nortel Genesys Aspect Software Aspect Software SAP-Wicom SAP-Wicom Altitude Software Cosmocom Altitude Software Interaction Intelligence Vocalcom Interaction Intelligence Completeness of Vision

13 Solution Portfolio CRM Integration Benefits Richness /openness Lower total cost of ownership Faster to deploy Microsoft CRM Increase return on investment Improve agent productivity and customer service OmniGenesys OmniTouch CC PE Open media Multimedia 13 08Forum_ OTPE_MS_CRM February 2008

14 Alcatel-Lucent Contact Center Solutions with Microsoft Dynamics CRM Attached data arrives with call New activity created upon call arrival Automatic customer account delivery to agent 14 08Forum_ OTPE_MS_CRM February 2008

15 Alcatel-Lucent Contact Center Solutions with Microsoft Dynamics CRM- Multimedia Media channels area for status info Alcatel-Lucent contact center tab Interaction area for managing multiple interactions 15 Customer 08Forum_ Welcome OTPE_MS_CRM 22 Décembre February

16 Microsoft Dynamics CRM Extending the Contact Centers Reach to the Enterprise 16 08Forum_ OTPE_MS_CRM February 2008

17 Momentum with Analysts: Gartner Momentum with Analysts: Gartner Microsoft Dynamics CRM has emerged as a leader in the customer service and contact center space, driven by its ease of use for service personnel and by the flexibility of the underlying SOA platform. Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2007 [emphasis added]

18 Microsoft Dynamics CRM Customer Service Solution Service Capabilities Full feature set Service Workflow Designed for -Users - Managers - Executives

19 Drive Fast and Consistent Service The lead is automatically routed to the best available agent. The service case is created with an appropriate service workflow. Service requests come in via phone, web, or other channels. The knowledge base is searched and solutions are suggested.

20 Account and Contact Management Complete set of features that empower customer service representatives to better manage interactions. Microsoft Advantage Familiar user experience via Microsoft Outlook, agent desktop or web client Powerful productivity features like Auto Complete and Smart Search Import and deduplication of records is seamless and easy to perform Fundamental technical agility to support core service interactions Account and Contact Management Components Acct, Contact Discovery & Search & Case History Data Import & Quality Contact Management Complex Relationships

21 Interaction and Knowledge Management Complete interaction management capabilities including Knowledge Management and Service Level Agreements. Interaction and Knowledge Management Components KB Article Authoring, Flexible Interaction Framework Review and Publishing Contextual User Experience SLA and Support Knowledge Base Contracts Microsoft Advantage Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI Fully integrated Knowledge Base including authoring and publishing capabilities. Robust support including auto-response and auto promotion of s to cases.

22 Case Management and Scheduling Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service. Case Management and Scheduling Components Multi-channel Incident Mngmt. Services & Resources Communications & Activities Management Management Global Scheduling & Routing & Escalation Optimization Microsoft Advantage Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution. Optimize usage of field personnel, fleet, tools, parts and resources

23 Real-Time Insight, Reporting and Analytics Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. Microsoft Advantage Real-Time Insight, Reporting and Analytics Components Customer Analytics Custom Reports Standard Service OLAP & Data Mining Reports Dashboards & Scorecards Predictive behavior analytics, like crosssell/upsell, and historical analytics Critical service reports are provided standard with fully customized reports available easily to any user Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.

24 Communication Assets for a Competitive Transformation Alcatel-Lucent Network People our Mutual Customer Processes by Microsoft Dynamics CRM Continuity Efficiency Performance Innovations. Technology. People. Market Conditions Forum_ OTPE_MS_CRM February 2008

25 Return On Investment 30 08Forum_ OTPE_MS_CRM February 2008

26 Alcatel-Lucent Contact Center : A Case for CRM integration STRONG ROI CC MANAGER STRONG ROI Low TCO Reduced Turn Over AGENT Productivity & Efficiency Single Desktop Motivation BENEFITS FOR ALL CUSTOMER CRM Auto Update of Customer Database Contact Media Tracked in Real Time JUSTIFICATION FOR A 100 AGENT INSTALLATION 1 call = 1 minute = $1 1 agent = 100 calls per day, 200 Greater Satisfaction Consistent Service First Call Resolution days per year CRM integration reduces conversation duration average 5 sec per call = 8% Potential savings: $160,000 8 % x 20,000 x 100 = $160, Forum_ OTPE_MS_CRM February 2008

27 Gartner - Customer Service Trends, Get Away From More Focus On ALU/Microsoft Operational view of service Business/customer view of service: retention, revenue Microsoft Dynamics CRM Disconnected threads Knowing/managing thread of customer interactions Microsoft Dynamics CRM Going it alone as CSS function Single-vendor customer service platform Building bridges to other departments Best-of-breed technologies to complete a solution Alcatel-Lucent CC Teamer & Microsoft Dynamics CRM Alcatel-Lucent / Genesys / Microsoft best-of-breed Interface complexity/density Application usability Visual CC user interface IT as an enlightened despot IT/business partnership Alcatel-Lucent CC & Microsoft Dynamics CRM 32 08Forum_ OTPE_MS_CRM February 2008

28 Customer Testimonial 33 08Forum_ OTPE_MS_CRM February 2008

29 IGDAŞ IP TELEPHONY & DATA NETWORK

30 CALL CENTER PRODUCTS AT IGDAŞ PROJECT Genesys Server (45 Inbound, 5 Outbound), GVP Server (30 port), Verint Ip Voice Recording server (30 port), MS CRM (50 Users), Genesys MS CRM Connector Genesys CTI Server Administrator & Supervisor Genesys GVP ( IVR ) Verint IP Voice Record Server Microsoft CRM Server Fax&SMS Server A G E N T S Alcatel OXE

31 SOME EXAMPLE FROM CRM - 1 SOME EXAMPLE FROM CRM AT IGDAŞ PROJECT -1

32 MS CRM INTEGRATION AT IGDAŞ PROJECT - 2

33 MS CRM INTEGRATION AT IGDAŞ PROJECT - 4

34 Alcatel-Lucent : Partner to the Dynamic Enterprises Enabling the Dynamic Enterprise

35 Forum_ OTPE_MS_CRM February 2008