1 CRM Over Voice: Using Voice in New Ways for Service Providers to Retain Subscribers and Strengthen Brand White paper produced by: March 2009
2 Table of Contents 1. Executive Summary CRM Today: Why it s More Important than Ever The Service Provider s Challenge: Finding a New Way to Approach CRM Voice-Based CRM: New Answer to an Old Problem... 3 Figure 1 Voice-Based CRM in the Cloud Moving the Address Book into the Cloud: The Heart of Voice- Based CRM Mobivox PL: Bringing Voice-Based CRM to Life... 7 Figure 2 The Mobivox PL Platform... 8 Figure 3 Voice-Based CRM in the Cloud with Mobivox PL... 9 Figure 4 Bringing the Database and VUI Together to Create CRM Over Voice Conclusion Contacts for Additional Information... 12
3 2 1. Executive Summary Despite the fact that the service provider sector is rapidly evolving beyond telephony, it is easy to forget that voice remains the preferred mode of communication. Conventional telephony may no longer be a growth business, but there are compelling new opportunities for operators to use voice, particularly in the area of CRM Customer Relationship Management. Today s technologies can be used to integrate CRM into the voice services delivery process and with it a contextual element that offers real-time benefits to both the subscriber and the operator. In this environment, the operator builds a more trusting relationship with the subscriber, and makes CRM more effective not just for increasing ARPU, but retaining subscribers. In today s economy, this combination should be attractive for all service providers. This White Paper explores how voice can be used in new ways to enhance existing CRM solutions and provide operators mobile, prepaid, calling card and other voice services - with more powerful tools to engage their subscribers in the context of service delivery. In particular, the PL platform developed by Mobivox will be evaluated as a potential solution for operators to deploy. 2. CRMToday:Whyit smoreimportantthanever Subscribers are the most valuable asset a voice services operator has. This is especially true in the mobile world, where we are at the front end of the growth curve for new services and revenue opportunities. And while IP-based communications technologies are enabling a host of new services they also lowering the barriers to entry, resulting in unprecedented competition. Incumbent voice services operators must compete not only against each other, but also with cablecos, ISPs and MVNOs, and with that, strategic priorities shift from customer acquisition to customer retention and reducing churn. IP communications (e.g. voice, IM and video) create many more touch points with customers, opening up new possibilities for engagement and CRM Customer Relationship Management. It is our view that voice operators at large need to think more broadly about how CRM can be of value in this context. Today s CRM tools often deliver positive results, but strategic priorities must be carefully evaluated in today s market. Mobile and other voice operators need to be realistic that the goal of increasing ARPU will be more difficult to achieve across the board in For the majority of subscribers, a down economy will curtail ARPU growth, and reducing churn will be a more pragmatic objective for CRM. This White Paper outlines an innovative approach to the CRM process, and one that can deliver value in new ways.
4 3 3. TheServiceProvider schallenge:findinganewwayto ApproachCRM Prior to the advent of IP, operators were network-centric, and controlled most aspects of the customer experience. Today, many services are self-provisioned and self-managed, and subscribers actually have multiple and often ongoing points of contact with the operator. Internet-based communications modes especially Instant Messaging, VoIP and Presence place more control in the hands of subscribers, but also enable a richer, more engaging end user experience. Existing CRM models are not very well suited for these points of contact and operators are missing out on a growing range of opportunities to strengthen and manage their customer relationships. Yet when CRM can enhance user experience on the subscriber s terms without the conventional costs of scale like headcount and training - the operator s opportunity is to build its brand, engender loyalty, and reduce churn. In addressing these challenges, we are not suggesting that operators abandon their existing CRM programs. Our message here is that operators need to consider how newer approaches will complement those already in place not replace them. 4. Voice-Based CRM: New Answer to an Old Problem One of the paradoxes in today s world of IP-based services and Web-based applications is that that while we have many communications modes, voice is still the most desirable and effective. Voice brings a higher level of connectedness, whether just on its own or in conjunction with other modes such as IM or video. Together, these modes form a next generation model that integrates the best of legacy telephony with the newer Web-based applications. With next-generation communication comes a real-time contextual aspect, enabling an operator to dynamically invoke voice-based CRM during the course of making a call. The key here is context, whereby the operator has intelligence about the subscriber that is relevant to that specific call. Every phone call opens up paths for purposeful, interactive dialog, and adds another tool to the operator s overall CRM solution set. This reinforces the primacy of voice, and how it offers new forms of value to operators in a next-gen world. While all the Web-based applications provide new ways to communicate, it must be understood that voice has not remained static while these new communications modes have worked their way into our lives.
5 4 With recent advances in three particular areas - speech recognition, VoIP and SaaS (Software-as-a-Service) solutions - voice can be employed as a value-add to existing CRM activities. To further illustrate this, consider the concept of a voice platform, located in the cloud (SaaS), that uses technologies such as voice recognition and VoIP to deliver contextual CRM to engage users and establish service provider brand. Figure 1 Voice-Based CRM in the Cloud In this illustration, the caller John dials a number from any phone. The call does not go directly to the other party; it is routed to the voice services platform. This platform has network intelligence, and a voice recognition-based voice assistant briefly engages John before connecting the call. In this example, the platform recognizes that 514 is a Canadian area code, and confirms John is making a call to Canada. This is touch point #1. The platform also hosts John s address book, and in this case, asks John if he would like to add the number as a contact entry touch point #2. John agrees touch point #3. The virtual voice assistant then asks what name the new number should be entered as in his address book, and John replies, saying Jane Smith touch point #4. Now the virtual voice assistant s job is done, and the call is completed.
6 5 There are four CRM touch points in this example that would not normally occur in the course of placing a call. Not only that, but they could not occur in a conventional CRM setting. To better understand the power of a voice platform that can enable CRM, consider briefly the advances in each of the following components and the value each brings during the process of making a call. Voice recognition: This technology has advanced sufficiently for a virtual voice assistant to not just respond to subscriber requests; it can also be multi-lingual, which greatly enhances opportunities for customer segmentation based on their language. More advanced capabilities include speech to text, which can be of great value to subscribers who want to send an while in a mobile, handsfree setting. VoIP: While not prominent in this example, there are two important value-adds here. First, VoIP makes calls more affordable, hence driving more traffic over the operator s network. Second, being a data application, VoIP can be integrated with other communications modes, creating not just a richer experience for the subscriber, but also provide more powerful CRM tools for the operator. SaaS: The SaaS model Software as a Service - is gaining acceptance with operators now, and is at the heart of a voice-based CRM solution. By hosting a voice platform in the cloud, the operator can support communication across all networks, all devices and all geographies. In the above graphic, John could just as well have been calling from a mobile phone or a softphone, and the same would be true for the recipient, Jane. Further, SaaS allows voice services operators to easily expand their service reach by supporting anywhere, anytime, any device communication. The message of this section is that voice-activated applications can add value for the operator, by bringing incremental touch points to CRM, and for the subscribers by allowing them to do things they cannot readily do today.
7 6 5. Moving the Address Book into the Cloud: The Heart of Voice-Based CRM To truly become differentiated and leverage the power of voice-based CRM, voice services operators need to host their subscribers address books in the cloud. This is where value resides, where value is created, and where many CRM touch points can be initiated. While there clearly is benefit here for the operator, there are two key benefits for subscribers: 1. A unified, integrated address book: We all have multiple address books for mobile, landline, , video, home, business, plus all our IM buddy lists such as MSN, Google, Yahoo and Skype. Aside from the complexity of managing so many databases along with many of our contacts having multiple addresses there is a lack of compatibility among them. Integrating these into a unified address book can be a significant value-add for subscribers. 2. Contacts are accessible anywhere: By hosting a unified address book in the cloud, the operator frees the subscriber from being tethered to any one device. Using any phone, and regardless of which network is used or what device is used, subscribers can access all their contacts and, more important, they can communicate with any of them. This inherent stickiness is integral to invoking contextual, voice-based CRM. For voice services operators, the benefits of hosting an integrated address book in the cloud can go well beyond the basic CRM example illustrated earlier in Figure 1. By tying together information across all of the address books, the platform amasses collective intelligence about the subscriber s circle of contacts, their communication habits and other actionable data. Now, the opportunity to use the voice channel as a CRM vehicle becomes more apparent: 1. Creating a bond with the subscriber: As usage builds, the platform is able to anticipate routine communication behaviors and build trust by proving its reliability with every interaction. This trust this bond is particularly important for CRM, as it builds rapport with the subscriber, and opens the door for additional, more rewarding touch points.
8 7 2. Creating next-gen CRM opportunities: Going beyond managing the unified address book, a cloud-based platform can integrate directly with the operator s network environment, most notably billing and subscriber management. With this capability, CRM touch points become more intelligent, and operators can leverage knowledge about each subscriber into opportunities for new services and revenues. This is CRM that can provide the best of all worlds for the operator improve subscriber retention and drive new revenues to increase ARPU while containing customer service and marketing costs. 6. Mobivox PL: Bringing Voice-Based CRM to Life Up to this point, the White Paper has focused on two key ideas that make voicebased CRM more valuable and strategic for voice services operators: 1. CRM can be integrated with voice in new ways to make it more relevant to the way subscribers are communicating today. 2. By hosting a unified address book in the cloud, the operator can create new CRM touch points that add value for subscribers as well as be a springboard for new services. Our view is that voice services operators have not proactively embraced these ideas or recognized their potential for using voice as a new channel to invoke new types of CRM applications. Mobivox is one company that does see this potential and, building on its expertise in voice-activated communications and voice platform development, it has developed a solution that we believe addresses this opportunity very well. The Mobivox PL solution a voice activated services platform has been developed around the idea of bringing the power of the Internet to mobile telephony, and enabling operators to become better aligned with how a growing portion of subscribers think today about communications. In effect, its built-in CRM capabilities transform the voice channel in a way that can render it as effective as a Web-based channel, and complement the operator s overall CRM efforts. PL provides the added benefit of real-time touch points that engage subscribers in more meaningful ways and it can add new revenue-generating services to the operator s portfolio of offerings.
9 8 Figure 2 below illustrates the basic building blocks and value points around PL. At the heart of this platform is the Multilingual VUI Voice User Interface that generates the voice-activated dialog with the subscriber. By integrating the VUI with the operator s Hosted Address Book, the operator has an intelligent platform for contextual communication that creates new CRM touch points. Over time, these elements create a powerful database that builds intelligence with each interaction. As the operator learns more about the subscriber s calling patterns and service preferences, CRM applications become much more targeted and contextual. This makes the communications experience more efficient for subscribers and greatly reduces the intrusiveness that comes with most conventional CRM encounters. Figure 2 the Mobivox PL Platform PL can also bring VAS Value Added Services into the equation, offering an opportunity to increase ARPU or retention when deployed in conjunction with its CRM capabilities. Figure 2 also shows the benefit of PL being cloud-based, as it enables communication from and to any device, over any network. This level of flexibility and accessibility simply cannot be provided in a legacy communications framework.
10 9 In terms of the end user experience, Figure 3 below illustrates additional capability that Mobivox PL provides and how this reflects the CRM experience discussed herein. Figure 3 Voice-Based CRM in the Cloud with Mobivox PL First, notice how the platform leverages the User Profile in the cloud. It is able to access not just John s address book, but also his subscriber records. When John goes to place a call, the voice assistant has detected that he made a purchase recently with the operator perhaps an automatic renewal of a prepaid calling credit. This is a proactive CRM touch point to thank John and show appreciation for his business. Furthermore, John is told that a reward has been added to his account following this purchase, something he may not otherwise have known of short of a visit to the operator s web site. John goes on to place his call to Jane, but unlike the scenario in Figure 1, notice how John is not dialing his phone. The call is voice activated, and will work regardless of whether Jane s number was initially in John s Outlook directory or his Yahoo address book. The unified address book has enough intelligence behind it to work across all his directories, and John only needs to rely on one source to make all his calls.
11 10 For the operator, PL creates new opportunities to have dialog with subscribers, and can facilitate many types of interactions as well as transactions that would simply not be practical or possible for live agents in a conventional CRM environment. Figure 4 below further shows how these elements come together to create a new and unique opportunity for operators to use voice as a distinct channel for CRM. Figure 4 Bringing the Database and VUI Together to Create CRM Over Voice The CRM Over Voice concept embodies several aspects of the CRM process, each of which represents a distinct scenario for a distinct set of subscribers. At this level of granularity, the value of PL becomes clearer, as CRM opportunities can be segmented based on the customer s history with the operator. Consider the following examples: 1. Educate: The first days are a critical time in the lifecycle of new subscribers. If they are not meaningfully engaged by then, it will become costly to re-engage them later on. PL allows the operator to communicate various education messages that are relevant to how long they have had the service, what services they are using, their language choice and more.
12 11 2. Promote: Word-of-mouth grows in importance for generating new leads with each passing year, and is perhaps the most cost-effective method of customer acquisition. Since Mobivox PL knows the subscriber s patterns - what they use, who they call, when, who is in the address book and more - it can pinpoint an offer and ask in real-time for a referral. Since the action of inviting a new user from a referral can be done right over the phone, this represents a very efficient use of CRM with established subscribers. 3. Convert: This is another example of using context to identify in real time a segment of subscribers who are good candidates for upselling. A prime example would be converting a subscriber from Prepaid to Post Paid. PL would invoke a CRM dialog with subscribers who normally call in to add to their balance with a credit card. The subscriber would then be given the opportunity to opt for an automatic top-up plan, which is more convenient than worrying about running out of credit. Again, this all takes place in the context of making a phone call, and a voice-based CRM session results in converting the subscriber to a more valuable calling or service plan. 7. Conclusion Mobivox PL is an intelligent, voice services platform, and within this White Paper we have outlined how voice-based CRM can become a powerful tool for mobile and other voice services operators. Beyond this, PL can support third party applications and advanced value-added services such as voice activated reverse charging, voice-to-text messaging, group communications and more. While this White Paper has demonstrated possible CRM Over Voice scenarios for operator deployment of PL, it should be noted that Mobivox has been deploying the platform and its CRM capabilities in its own direct-to-consumer business a Living Lab with real subscribers. Millions of calls have been completed in this environment, validating that the platform can support largescale deployments and deliver voice activated value-added services. In addition to enabling voice-based CRM solutions that help reduce churn, PL can also serve as a gateway to new revenue streams and ARPU growth for mobile, prepaid, calling card and other voice services operators. Its CRM over Voice focuses on facilitating user education, customer nurturing, offer promotion and of course conversion.
13 12 If there is a caveat to using PL and voice for CRM purposes, our watchword is not for Mobivox, but the operator. The platform is commercially proven and the underlying technologies are sound. In our view, the onus falls on the operator to deploy PL in a way that is not intrusive to subscribers. We believe this should not be problematic for operators who understand and embrace next generation communications. Finally, for voice services operators who want to take full advantage of PL to gain differentiation, they can apply their own brand to the VUI Voice User Interface to extend it through the entire CRM process. To conclude, we would advocate that any voice services provider looking to bring the world of the Web to its subscribers, along with finding new ways to leverage the primacy of voice, should give careful consideration to Mobivox PL. The platform is a unique blend of vision and added value, and those ready to move into the Voice 2.0 stream will be hard pressed to find a more promising solution. J Arnold & Associates, an independent telecom consultancy, produced this White Paper. The contents herein reflect the conclusions drawn based on general research about voice services platforms, and the Mobivox PL platform. 8. Contacts for additional information T. +1 (514) F. +1 (514) E.
Solace s Solutions for Communications Services Providers Providers of communications services are facing new competitive pressures to increase the rate of innovation around both enterprise and consumer
Brochure Hosted Collaboration Solution for Contact Center: Elevate Customer Care In the face of fierce competition, delivering superior customer service has never been more important. Cisco Customer Collaboration
Hosted PBX and Beyond A New Value Proposition for Service Providers White Paper J Arnold & Associates, May 2011 Hosted PBX and Beyond - a New Value Proposition for Service Providers Table of Contents Executive
APPROVAL Date: Description: Analysts In Media Level 9, 55 Broad Street, New York, NY, 10004 T +212 488 1777 F +212 785 2593 IMPORTANT Job#: PLEASE check this proof carefully for errors and omissions. Your
The First 90 Days: Differentiated Experiences That Combat Churn and Reduce Care Costs An Executive Brief for Telecommunications Leaders December 2012 Introduction The telecommunications industry is characterized
Research Report Charging and Billing for the Digital Economy Copyright Openet Telecom, 2013 Index Introduction 3 1. The Future for Traditional Billing and Charging 4 2. Innovating and Accelerating Time
RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?
The Benefits of ICT June 2007 GP.C.PDF.07.E.1115.1 The Benefits of ICT Help You Connect, Collaborate and Compete A strong ICT (information and communications technology) strategy is pivotal to competitive
ROGERS WHITE PAPER 1 Rev. May 2011 page 2 2 TABLE OF CONTENTS Introduction 3 Small Business Telephony Options 4 Basic Phone Service 4 Traditional PBX and Key Systems 4 Digital Services Business Cable and
White Paper Open Source Telephony: The Evolving Role of Hardware as a Key Enabler of Open Source Telephony in the Business Market Produced For: Produced By: July 2006 The Evolving Role of Hardware as a
White Paper The business case for VAVOOMB SUMMARY For Mobile Operators everywhere traditional revenue streams of VAS and Voice are increasingly under attack from the OTT Voice and IP messaging services
Service assurance for communications service providers White paper Improve service quality and enhance the customer experience. December 2007 2 Contents 2 Overview 2 Move to a competitive business model
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
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,
Motive Home Solutions Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates
Why prioritise cloud telephony for your business? Your insight to getting into The Cloud A 360 Solutions White Paper Overview There is much talk about hosted or cloud-based telephony and the rapid adoption
Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated
The forecast looks bright for cloud based telephony +44 (0)1925 530 111 firstname.lastname@example.org 1 Do I need to consider the cloud? There is much talk about hosted or cloud-based telephony and the
Small Logo Introduction to Cloud Computing Executive Summary A common understanding of cloud computing is continuously evolving, and the terminology and concepts used to define it often need clarifying.
Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face
Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,
BROCHURE 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 your
Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service By Nancy Jamison Jamison Consulting January 2010 Jamison Consulting Page 1 1. Beyond Customer Satisfaction The contact
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
Crossing Boundaries for Contact Centers Knocking Down Geographies and Walls Blair Pleasant President & Principal Analyst COMMfusion LLC Brad Herrington Senior Manager, Solutions Marketing Interactive Intelligence,
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened
Voice and Data Messaging Solutions for... Today and Tomorrow About Mpathix Carrier-grade voice and data messaging solutions Mpathix is a leading provider of Voice and Data Messaging solutions to wireless,
Nuance Destination Solutions Save. Grow. Earn. Customer Interaction over the Voice Channel Self-Service the Right Way SAVE Nuance is changing the way companies communicate with their customers over the
Contact Center-as-a-Service: Elevate Customer Care In the face of fierce competition, delivering superior customer service has never been more important. Cisco Unified Contact Center solutions can significantly
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as
Presentation on IPTV and Mobile TV IPTV India Forum 1 Vision Statement The IPTV India Forum has been set up to enhance, expand and communicate Broad band s true potential for value addition, so that common
Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers
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
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? Table of Contents Differentiate the
Deriving Call Data Record Insights through Self Service BI Reporting The Need for Business Intelligence BI assists corporate managers and decision makers to make relevant, accurate, timely and smart decision
SIP Trunking: The New Normal in the Cloud Era Executive Summary As IP and VoIP technologies continue to mature and the thirst for cloud services escalates, the SIP Trunking market is growing rapidly, driven
Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually
Whitepaper Mobile Enterprise The path to the Mobile Enterprise 1 Executive summary At Ericsson, we are in a unique position to help enterprises achieve a truly mobile way of working. This involves providing
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive
Press information June 2006 Efficient evolution to all-ip The competitive landscape for operators and service providers is constantly changing. New technologies and network capabilities enable new players
Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
How Telecom Italia Empowers Customer Service from the IMS Cloud Giacomo De Filippis, IPCC Senior Program Manager, Telecom Italia Guillaume Calot, Strategic Business Director EMEA, Alcatel-Lucent Enterprise
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
BANKING ON CUSTOMER BEHAVIOR How customer data analytics are helping banks grow revenue, improve products, and reduce risk In the face of changing economies and regulatory pressures, retail banks are looking
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
Transforming Business Processes with Agile Integrated Platforms SPRING 2015 Sponsored by SAP Technology Business Research, Inc. Technology changes, but the needs of business do not. Integration is essential
Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the
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
INTRODUCTION In today s economic climate it has become ever more important to find solutions for the contact and call center that decrease costs and increase revenue while simultaneously providing increasingly
TECHNOLOGY SOLUTIONS Unified Communications, Diverse Benefits Adopting a unified communications platform increases productivity, reduces costs and improves end-user service. Your staff may sit in cubicles
PARTNER BRIEF Service Portfolio Management from CA Technologies are you helping your customer maximize the business value of IT and enabling them with tools and frameworks to deliver IT as a Service? FOR
Making Your Marketing Interactive New Opportunities to Engage Customers with Live Chat Companies around the world are using live chat to boost online sales, reduce customer service costs and increase customer
Portfolio Journey OpenScape 4000 You ve seen all the changes in communications over the last decade. One solution is there every step of the way, adapting, changing, and evolving. Making sure your business
icall Features and Benefits 2003 Halex Technology Consulting Inc. Last Revised: September 5, 2003 Halex Technology Consulting Inc. 9033 Leslie Street, Suite 2 Richmond Hill, ON Canada L4B 4K3 905.763.6529
Multimedia Solutions Fixed users are migrating to... Mobile Audio users are migrating to... Video CSPs are migrating to... Radisys ECONOMICAL FLEXIBLE RELIABLE DIFFERENTIATED INTEGRATED SCALABLE The conferencing
Mobile Voice Off-Load An AdvOSS Solution White Paper Latest version of this white paper can always be found at: http://advoss.com/resources/whitepapers/mobile-voice-offload.pdf For more information, contact
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.
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
FIS Active Analytics Suite Delivering Segmentation-driven Digital Marketing, Merchant Offers Price Optimization and Risk Management Performance Analysis The FIS Active Analytics Suite helps financial institutions
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
VoIP for a Global, Mobile Workforce One Source Networks White Paper 3 VoIP for a Global, Mobile Workforce 5 Mobility Enablers SIP and Cloud PBX 7 Cloud-based VoIP Solutions Save Time and Money 9 11 Sounds
THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 2 Service A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage Each stage in the customer
MICROSOFT DYNAMICS CRM Vision Statement of Direction November 2012 NOTE: The guidance included in this document reflects current release objectives as of November 2012. This document is not intended to
2013 Frost & Sullivan 1 We Accelerate Growth Growth Leadership Award Conferencing Services Europe, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year in business with
August 24, 2007 Are You Ready For Unified Communications? by Elizabeth Herrell for Infrastructure & Operations Professionals Making Leaders Successful Every Day For IT Infrastructure & Operations Professionals
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
BT Unified Trading communication The Future Delivered BT Unified Trading With BT Unified Trading, BT has set the benchmark for the next decade by bringing to market a powerful, cost-effective, software-based
White Paper The Assurance Checklist for Branch Networks A pragmatic guide for building high performance branch office networks. - 1 - Executive Summary The era of mobility and consumerization has fundamentally
SERVICES Software licensing and entitlement management delivered in the cloud for the cloud The Software Industry and the Cloud Enterprise organizations are rapidly discovering the flexibility of cloud-based
Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments What You Will Learn In many enterprises, physical security departments are making a notable
National Numbering Plan Review A short Consultation issued by the Telecommunications Regulatory Authority 28 August 2007 The address for responses to this document is: The General Director, Telecommunications
Analysis of the North American VoIP Access and SIP Trunking Services Market Cloud-style Offerings Accelerate Growth NE15-64 September 2014 Contents Section Slide Number Executive Summary 4 Market Overview
White Paper December 2013 Service Innovation. Simplified Hosted PBX, Mobile PBX and IP Centrex: Mobile Pre-paid Integration Issues and Challenges A Gintel White Paper EXECUTIVE SUMMARY... 3 INTRODUCTION...
SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing