Partnership for Value

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "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

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION ( THE SHORTEST PATH TO CUSTOMER VALUE Microsoft Dynamics TM CRM + P REMIUM E DITION A HIGH PERFORMANCE CONTACT CENTER SOLUTION IS A CLEAR ENABLER OF NEW REVENUES AND REDUCES CALL RESOLUTION COSTS. ( Microsoft

More information

Microsoft Dynamics CRM. Customer Launch

Microsoft Dynamics CRM. Customer Launch Microsoft Dynamics CRM Customer Launch How Do We Define CRM? Customer Facing Sales, marketing, service and other activities Business Process Driven Workflow drives consistent execution across business

More information

Customer Service with Microsoft Dynamics CRM

Customer Service with Microsoft Dynamics CRM Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service

More information

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard

More information

Banking Industry Performance Management

Banking Industry Performance Management A MICROSOFT WHITE PAPER Banking Industry Performance Management Using Business Intelligence to Increase Revenue and Profitability Software for the business. Overview Today, banks operate in a complex,

More information

Alcatel-Lucent OmniTouch Contact Center Premium Edition Bringing Visibility to your Business VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER

Alcatel-Lucent OmniTouch Contact Center Premium Edition Bringing Visibility to your Business VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER Alcatel-Lucent OmniTouch Contact Center Premium Edition Bringing Visibility to your Business VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER Do you have the VISIBILITY in your business to understand or

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

About Panorama Software

About Panorama Software About Panorama Software 15 Years of Joint Unbeatable Innovation Global ISV and a Microsoft Gold Partner Delivering BI solutions for the MS platform for more that 15 Years Over 1,600 enterprise customers

More information

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Unified Communications and Desktop Integration

Unified Communications and Desktop Integration S T R A T E G I C W H I T E P A P E R Unified Communications and Desktop Integration Unified communications (UC) is recognized as one of the top strategic new technology areas in IT operations. The Alcatel-Lucent

More information

VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS. Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION

VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS. Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. Alcatel-Lucent

More information

Common Situations. Departments choosing best in class solutions for their specific needs. Lack of coordinated BI strategy across the enterprise

Common Situations. Departments choosing best in class solutions for their specific needs. Lack of coordinated BI strategy across the enterprise Common Situations Lack of coordinated BI strategy across the enterprise Departments choosing best in class solutions for their specific needs Acquisitions of companies using different BI tools 2 3-5 BI

More information

Genesys Compact Edition (GCE) SIP R1.0 Product Description. SIP Server Solution Restricted availability under PCS (Premium Customer Support) only.

Genesys Compact Edition (GCE) SIP R1.0 Product Description. SIP Server Solution Restricted availability under PCS (Premium Customer Support) only. Genesys Compact Edition (GCE) SIP R1.0 Product Description SIP Server Solution Restricted availability under PCS (Premium Customer Support) only. Direct Questions and Comments to Kentis Gopalla Table of

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5 Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0 Cisco Unified Workforce Optimization for Express 8.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every

More information

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012 What s New Maximizer CRM 12 Features New Mobile Access User Interface Enhanced Mobile Access Appointment Management Enhanced Web Access User Interface Improved Web Access Speed & Navigation LinkedIn Integration

More information

Improving the Contact Center Customer Experience

Improving the Contact Center Customer Experience WHITE PAPER Improving the Contact Center Customer Experience The Case for Next-Generation Customer Care Solutions With SOA The contact center has become the communications frontline for all critical consumer

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

Avaya Aura Contact Center 6.2

Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate and accelerate

More information

Alcatel-Lucent OmniGenesys Contact Center Solution. Enable dynamic customer engagements to create superior experiences

Alcatel-Lucent OmniGenesys Contact Center Solution. Enable dynamic customer engagements to create superior experiences Alcatel-Lucent OmniGenesys Contact Center Solution Enable dynamic customer engagements to create superior experiences Transform customer service to win against the competition To be successful in your

More information

Alcatel-Lucent and IBM. For Unified Communications and Collaboration Solutions

Alcatel-Lucent and IBM. For Unified Communications and Collaboration Solutions Alcatel-Lucent and IBM For Unified Communications and Collaboration Solutions Constant innovation has become a prerequisite for success in today s competitive business environment. A key enabler of that

More information

A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides

A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides goal setting, score cards and analysis tools. Performance

More information

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution

Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution zeacom communications center business solutions paper Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution We selected Zeacom because it allowed us to incorporate multimedia

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Pivotal CRM 6.0. Benefit for your organization : a solution that can support your business needs

Pivotal CRM 6.0. Benefit for your organization : a solution that can support your business needs Pivotal CRM 6.0 Whatever the trend in market growth, have your customers drive your success with greater proficiency and greater flexibility and lower cost of ownership Benefit for your organization :

More information

A MICROSOFT WHITE PAPER. Banking Industry Performance Management. Using Business Intelligence to Increase Revenue and Profitability

A MICROSOFT WHITE PAPER. Banking Industry Performance Management. Using Business Intelligence to Increase Revenue and Profitability A MICROSOFT WHITE PAPER Banking Industry Performance Management Using Business Intelligence to Increase Revenue and Profitability Software for the business. Overview Today, banks operate in a complex,

More information

CRM: Retaining Your Customers: Preventing Your Competitors

CRM: Retaining Your Customers: Preventing Your Competitors CRM: Retaining Your Customers: Preventing Your Competitors Krittapon Victor Indarakris Founder & CEO Blue Intelligence (Thailand) Co., Ltd. October 30, 2007 Microsoft CRM October 30 th, 2007 1 Core Microsoft

More information

AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries.

AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries. CRM Glossary Guide AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries. ABANDON RATE Abandon Rate refers to the percentage of phone

More information

WELCOME TO TECH IMMERSION

WELCOME TO TECH IMMERSION WELCOME TO TECH IMMERSION Track: Performance Point Services 2010 Presenter: Kathrine Lord Agenda o Microsoft Business Intelligence Offering o Overview of SharePoint Services o Dashboards, Scorecards, and

More information

The Right Way to Do Contact Center Reporting

The Right Way to Do Contact Center Reporting The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance

More information

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and

Genesys Info Mart. Highlights > An enterprise-wide view of customer. > Complete interaction details in a flexible and Genesys Info Mart Contact Center Software Genesys Info Mart provides customer interaction analytical capabilities for contact centers to discover valuable insight for strategic action. Highlights > An

More information

Optimize Business Productivity Evolve Your Business with the Cloud. Slide 1

Optimize Business Productivity Evolve Your Business with the Cloud. Slide 1 Optimize Business Productivity Evolve Your Business with the Cloud Slide 1 Agenda A changing landscape for sales and customer service Top business challenges for achieving sales and service excellence

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

Customer Contact Center Benchmarking Results Executive Summary

Customer Contact Center Benchmarking Results Executive Summary Customer Contact Center Benchmarking Results Executive Summary XYC Company SAP Value Engineering Agenda. Executive Summary. Company Baseline, Metrics and Performance Drivers. Best Practices 4. Participant

More information

Better Together with Microsoft Dynamics CRM

Better Together with Microsoft Dynamics CRM Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft

More information

Untangle communication complexity with ShoreTel s brilliantly simple solution

Untangle communication complexity with ShoreTel s brilliantly simple solution Untangle communication complexity with s brilliantly simple solution 2 UNTANGLING COMPLEXITY Untangle complexity Change is a constant today. The Internet has transformed business into an always-on world

More information

Customer Relationship Management

Customer Relationship Management It s about customers. M Microsoft Customer Relationship Management PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS Microsoft Customer Relationship Management THE GOAL: THE NEED: THE SOLUTION: Provide

More information

Delivering Outstanding Customer Care in a High Volume Call Center Environment

Delivering Outstanding Customer Care in a High Volume Call Center Environment Microsoft Dynamics Customer Solution Case Study Delivering Outstanding Customer Care in a High Volume Call Center Environment Overview Country or Region: Caribbean, Central America, and the Pacific Industry:

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

Transforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist

Transforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist Transforming Communication Experience With Unified Collaboration Architecture Approach Ahmed Zaghmouri Product Sales Specialist Customer 2.0 Yesterday s solutions aren t enough. Customers want to be taken

More information

Customer Relationship Management

Customer Relationship Management It s about customers. M Microsoft Customer Relationship Management PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS Microsoft Customer Relationship Management THE GOAL: THE NEED: THE SOLUTION: Provide

More information

Software Suites Will Dominate Europe's Call Center Market

Software Suites Will Dominate Europe's Call Center Market Market Analysis Software Suites Will Dominate Europe's Call Center Market Abstract: By 2006, sales of IP-based call centers in Europe will exceed those of TDM systems, but adoption of independent server-based

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Avaya Aura Contact Center 6.2

Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multichannel customer contact solution that allows enterprises to anticipate, automate and accelerate

More information

OpenScape Contact Center Agile V8

OpenScape Contact Center Agile V8 OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach Page 1 Agenda Introducing OpenScape Contact Center Agile Business Value Summary Agent Desktop Presence and Collaboration Manager

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

Maximizer CRM Enterprise Edition

Maximizer CRM Enterprise Edition Maximizer CRM Enterprise Innovative and sophisticated CRM for medium to large organisations Today s demanding medium to largesized businesses are challenged with competing in a fierce market against tough

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

HROUG. The future of Business Intelligence & Enterprise Performance Management. Rovinj October 18, 2007

HROUG. The future of Business Intelligence & Enterprise Performance Management. Rovinj October 18, 2007 HROUG Rovinj October 18, 2007 The future of Business Intelligence & Enterprise Performance Management Alexander Meixner Sales Executive, BI/EPM, South East Europe Oracle s Product

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Alcatel-Lucent Soft Panel Manager. Bringing real-time visibility to contact center and business data

Alcatel-Lucent Soft Panel Manager. Bringing real-time visibility to contact center and business data Alcatel-Lucent Soft Panel Manager Bringing real-time visibility to contact center and business Your business operates in real time. That means you need real-time visibility of the intelligence distributed

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Anthony Caragol Gonzalo Escarrá

Anthony Caragol Gonzalo Escarrá Anthony Caragol Gonzalo Escarrá #SWCEvents Agenda SWC Introduction Unified Communications Technology Landscape Introduction of Skype for Business 2015 Demonstration Getting Started About SWC Technology

More information

IIİ,c. TegsoftCC Contact Center Solution

IIİ,c. TegsoftCC Contact Center Solution IIİ,c TegsoftCC Contact Center Solution TEGSOFT JANUARY, 2014 TegsoftCC Contact Center Solution TegsoftCC, Contact Center Solution developed by Tegsoft engineers is a Web- based application which allows

More information

Microsoft Services Exceed your business with Microsoft SharePoint Server 2010

Microsoft Services Exceed your business with Microsoft SharePoint Server 2010 Microsoft Services Exceed your business with Microsoft SharePoint Server 2010 Business Intelligence Suite Alexandre Mendeiros, SQL Server Premier Field Engineer January 2012 Agenda Microsoft Business Intelligence

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief Oracle PeopleSoft CRM Integration into the Contact Center Technical Integration Brief Table of Contents Table of Contents... 2 Introduction... 3 Integration Overview... 4 Customer Need... 5 Process Scenario...

More information

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Unified Communication For the Dynamic Enterprise

Unified Communication For the Dynamic Enterprise Unified Communication For the Dynamic Enterprise Luis Miguel Coelho 2nd of April, 2008 Alcatel-Lucent Enterprise Forum 2008 The Dynamic Enterprise 2 interconnects for continuous and transformative growth

More information

SAP Business Communications Management (BCM): Cut through the hype

SAP Business Communications Management (BCM): Cut through the hype Orange County Convention Center Orlando, Florida May 15-18, 2011 SAP Business Communications Management (BCM): Cut through the hype Glenn Abel ] [ Abstract SAP Business Communications Management (BCM)

More information

Maximize Your Business Opportunities With a ZCC Unifi ed Contact Center Solution

Maximize Your Business Opportunities With a ZCC Unifi ed Contact Center Solution 1 zeacom communications center business solutions paper Maximize Your Business Opportunities With a ZCC Unifi ed Contact Center Solution We selected Zeacom because it allowed us to incorporate multimedia

More information

Pivotal CRM: The Market s Most Innovative CRM Solution

Pivotal CRM: The Market s Most Innovative CRM Solution Pivotal CRM: The Market s Most Innovative CRM Solution Pivotal CRM: Microsoft Partner of the Year Why Your Business Will Love Pivotal CRM BUSINESS INNOVATION What Is Business Innovation? Business innovation

More information

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

By 2007, 80 percent of enterprise communications purchase decisions will require support for unified communications (0.6 probability).

By 2007, 80 percent of enterprise communications purchase decisions will require support for unified communications (0.6 probability). Page 1 of 5 Magic Quadrant for Unified Communications, 2005 14 February 2005 Bern Elliot Steve Blood Drew Kraus Source: Gartner Note Number: G00125707 Unified communications technology and applications

More information

FAnswering the challenge

FAnswering the challenge Avaya Call Center Maximize the effectiveness of your call center operations. FAnswering the challenge For your call center, the pressure to deliver positive results that provide a competitive advantage

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

More information

A Jacada & Microsoft CCF Competitive Review

A Jacada & Microsoft CCF Competitive Review WHITE PAPER A Jacada & Microsoft CCF Competitive Review A contrast of two call center solution providers, based on an outline of Microsoft CCF Jacada Marketing Research 1 Introduction... 3 2 Overview...

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Reduce Trial Costs While Increasing Study Speed and Data Quality with Oracle Siebel CTMS Cloud Service

Reduce Trial Costs While Increasing Study Speed and Data Quality with Oracle Siebel CTMS Cloud Service Reduce Trial Costs While Increasing Study Speed and Data Quality with Oracle Siebel CTMS Cloud Service Comprehensive Enterprise Trial Management in the Cloud Oracle Siebel CTMS Cloud Service lets you effectively

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Nominee: NewVoiceMedia

Nominee: NewVoiceMedia Nominee: NewVoiceMedia Nomination title: Enterprise Class Cloud Contact Centre Platform NewVoiceMedia has grown to become one of the leading cloud companies based in the UK. In 3 short years it has transformed

More information

Cisco Power Trader Solution with IP Trade: Enhance Productivity, Reduce Costs

Cisco Power Trader Solution with IP Trade: Enhance Productivity, Reduce Costs Solution Overview Cisco Power Trader Solution with IP Trade: Enhance Productivity, Reduce Costs What You Will Learn In today's trading environment, traders need next-generation tools that enhance collaboration

More information

Avaya Interaction Center

Avaya Interaction Center Highlights IP Telephony Contact Centers Mobility Services PRODUCT BRIEF Seamless support for applications integration and contact management across Voice over IP, e-mail, web chat, SMS, and self service

More information

Call Center. Enhance Customer Relation. Eliminate Call Center Complexity and Reduce Costs. Improve Call Center Performance

Call Center. Enhance Customer Relation. Eliminate Call Center Complexity and Reduce Costs. Improve Call Center Performance Call Center Enhance Customer Relation Eliminate Call Center Complexity and Reduce Costs Improve Call Center Performance Get Call Center, Soft Phone, IVR, Predictive Dialer, Call Recording, Quality Management

More information

GenOmega Achieving the Genesis and Omega

GenOmega Achieving the Genesis and Omega GenOmega Achieving the Genesis and Omega Collaborative s GenOmega Digital White Paper Prepared by Dave Guertin GenOmega Partners Date 30 March 2001 Table of Contents Executive Summary...3 What are Collaborative

More information

The Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting

The Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting The Omni-Channel Customer Experience Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting Contact Center Trends Sourcing options increasing cloudiness New capabilities

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

SOFTWARE CATALOGUE. BPA Solutions

SOFTWARE CATALOGUE. BPA Solutions SOFTWARE CATALOGUE BPA Solutions BPA - a safe investment for a fast return! Agenda Making SharePoint the best business platform Business Apps BPA CRM BPA Quality BPA Risk BPA Recruiting BPA Self-Service

More information

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended

More information

OFFICE 365 & SALESFORCE

OFFICE 365 & SALESFORCE CIRRUS INSIGHT: OFFICE 365 & SALESFORCE A MORE EFFICIENT SALES SOLUTION TABLE OF CONTENTS Introduction 3 The Rise of Office 365 4 The Power of Salesforce 7 Cirrus Insight: Integrating 10 Office 365 with

More information

Business Intelligence with SharePoint 2010

Business Intelligence with SharePoint 2010 Business Intelligence with SharePoint 2010 August 2011 Asad Mahmood Head Of Business Analytics Consulting E: asad.mahmood@contemporary.co.uk T: @MrAsadMahmood Symon Garfield Chief Technology Officer E:

More information

About Call Catch. The Vision

About Call Catch. The Vision About Call Catch Call Catch is a leading provider of integrated call recording, call accounting and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders.

More information

Your connection to the world. Aastra. Lars Kjennerud. Head of Enterprise ONE. 2008 Aastra Technologies Ltd.

Your connection to the world. Aastra. Lars Kjennerud. Head of Enterprise ONE. 2008 Aastra Technologies Ltd. Your connection to the world Aastra Lars Kjennerud Head of Enterprise ONE 1 Welcome to Aastra» Aastra s acquisition of Ericsson s Communications Business presents a lot of opportunities and a new boost

More information

Challenges in Today s Communications Communications Are Not Unified

Challenges in Today s Communications Communications Are Not Unified HiPath OpenScape Challenges in Today s Communications Communications Are Not Unified Fragmented user communication experiences (both personal and professional) lead to these top communications frustrations:

More information

Smart Ways To Improve Contact Center Performance

Smart Ways To Improve Contact Center Performance Smart Ways To Improve Contact Center Performance The right technology helps measure what matters White Paper sponsored by Aligning Business and IT To Improve Performance Ventana Research 1900 South Norfolk

More information

Genesys Alcatel-Lucent Services

Genesys Alcatel-Lucent Services Partnership Profile: Genesys Alcatel-Lucent Services Achieving Contact Center Page 1 Page 2 of 6 Achieving Contact Center The contact center has emerged as a key enabler in providing superior customer

More information

PIVOTAL CRM. CRM that does what you want it to do BROCHURE

PIVOTAL CRM. CRM that does what you want it to do BROCHURE PIVOTAL CRM CRM that does what you want it to do BROCHURE THE PIVOTAL CRM PHILOSOPHY THE PIVOTAL ADVANTAGE Today s business world is a fast moving and dynamic environment one in which your teams expect

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

IP Contact Centers Approach Maturity

IP Contact Centers Approach Maturity Decision Framework, S. Blood, T. Wright Research Note 11 December 2002 IP Contact Centers Approach Maturity Enterprises should evaluate IP-based contact-center applications and next-generation architecture

More information

IBM Lotusphere Paris 2009 Jeudi 26 mars, IBM Forum. En route vers une collaboration étendue

IBM Lotusphere Paris 2009 Jeudi 26 mars, IBM Forum. En route vers une collaboration étendue IBM Lotusphere Paris 2009 Jeudi 26 mars, IBM Forum En route vers une collaboration étendue My Instant Communicator for IBM Lotus Sametime Une expérience UC 2 encore plus complète et plus rapide à déployer

More information

Anthony Caragol Lync MVP. Gonzalo Escarrá Lync Technical Lead

Anthony Caragol Lync MVP. Gonzalo Escarrá Lync Technical Lead Anthony Caragol Lync MVP Gonzalo Escarrá Lync Technical Lead Agenda SWC Introduction Unified Communications Technology Landscape Introduction of Lync 2013 Demonstration Skype for Business Getting Started

More information