Your business partner for. Marketing & Sales solutions.

Transcription

1 Your business partner for Marketing & Sales solutions.

2 Agenda 1. Company Profile Reitek About us, positioning, Customers. 2. Marketing and Sales solutions Multichannel Contact Center and Online Engagement Telemarketing, Teleselling and Vocal Ordering Contact Interaction and Field Management Performance Analytics 3. Case Studies

3 1. Company Profile Reitek

4 Executive Summary Type S.p.A. Industry Telecommunications, software development, consultancy. Founded 1990 Headquarters Milano Employees 76 (31dic13) Revenues 10,2 Milioni (31dic12) Certifications Quality System ISO 9001 Website We re focused on Contact and Campaign Management. Our mission is to create value for centerprises and organizations: Cross-channel software products to engage prospect and enhance customer experience. Improve Sales and Customer Care processes monitoring.

5 Milestones Practice and reliability Research and thriving Evolution and vision First IVR release - Launch of CTI - Development of Voice Portal First Mobile trials - ReiLabs foundation - Launch of SaaS - Launch of Online Engagement Launch of Cloudando - SFA and Teleselling boost - Vivocha startup - New company shareholders - Marketplace growth

6 Positioning Reitek designs and develop integrated software products for Contact, CRM and Campaign Management end-to-end projects among 6 main markets: Telco & Media Manufacturing and Services Outsourcing Utilities Finance Public Administration Reitek customers shows three common characteristics: Presence of an internal or outsourced Contact Management function. Wide prospect/customer base. Frequent and multichannel interactions with customers. Marketplace

7 Customers and Markets Utilities Telco and Media Finance Outsourcing P.A. Manufacturing and Services

8 2. Marketing & Sales solutions

9 Applications Map Mkt & Sales CRM Help Desk Credit Multichannel Call Center Online Engagement Teleselling, Vocal Order. Sales Force Automation Campaign Management Multichannel Call Center Online Engagement CRM Platform Survey application Multichannel Call Center Trouble Ticketing Survey application Field Management Multichannel Call Center Vocal Ordering Predictive Outbound Credit Collection platforms integration ContaCT Highway Vivocha easycim easyview/cta CTRecord & easyreplay ContaCT Highway Vivocha Contact Pro CTSurvey ContaCT Highway OTRS CTSurvey ContaCT Highway CTRecord e easyreplay CTSurvey

10 Privacy & Security Compliance Reitek management and Marketing & Sales solutions are constantly update to respect any Actions of the Personal Data Protection Authority. Management of mute phonecalls. Privacy Policy Reliability of Cloud services. Remote selling laws. UE Directive on web cookies. Particular features and configurations are available to stop the mute calls following time and quantity parameters, play a comfort noise, recalls by dedicated operators, archive analysis and statistics on On-premise and Cloud systems. Treatment in relation to the Italian Legislative Decree 196/2003, and following changes, in respect of employees and any other subject of Reitek S.p.A. Control of mono/multitenancy access, redundancy of the whole system, data backup, operational customer independence. Moreover storage, backup and management of information are in data center located in Italy. E.g. tools to support teleselling and ecommerce. Custom operators script to manage the precontract information (identity of the trader, characteristics of the product or service, payment method, warranty) and vocal recording of the purchase. Using Reitek web services (e.g. the public website) the user allows Reitek to manage cookies.

11 How to make Outbound Predictive The system makes more calls than the free agents Number of free agents. Probability of calls failure. Predictive-Adaptive It introduces two parameters based on the number of free agents and of calls dropped at the answer. If the % of free agents exceed a threshold, the number of calls increases. If the % of calls dropped at the answer exceed a threshold, the number of calls decreases.

12 How to make Outbound Predictive MultiQueue Adaptive New generation algorithm that supports the prediction of free agents On Appointment Manages the call on appointment on the basis of the Agenda planned between Agent and Customer Allows to the agent to be log-in on more than one queue to share the weight. It manages a maximum threshold of dropped calls. It does the best for non massive campaigns and without calls dropped at the answer. The agent is reserved on the basis of the personal/group Agenda.

13 How to make Outbound The algorithm Predictive MultiQueue Adaptive is the most complete and flexible among the Predictive products. There are three main elements to maximize the efficiency of Marketing & Sales campaigns: 1. Confidence parameters to regulate the % of error in calculation of probability of success of the calls. Case: few results available at the beginning of the work shift. 2. Drop rate parameters to recalculate drop calls on answer. Case: few agents logged-in on queue. 3. Parameters to control the maximum number of calls produced by the system. Case: agents logged-in on more queues. There are other algorithms, that in some cases, produce an excessive number of calls.

14 How to make Outbound To reduce the idle time of the agents Exercise Target To make effectiveness and efficiency on the target of calls To make efficiency on the calls on appointment Call Back Volume Increase the volume of calls

15 Multichannel Contact Center ContaCT Highway is the leading contact center platform on the Italian market. It s the base of all Reitek product portfolio. Channels management Scheduler Agent desktop management Strenghts The most powerful outbound engine in Italy Configurabilità. Multi-tenant. Multimodal and multichannel. Cloud or On-premise versatility. ACD ContaCT Highway easycim

16 Multichannel Contact Center ContaCT Highway manages voice, video and data. Benchmark in Italy for Outbound, Teleselling and IVR products. Spotlights: Multi-site and multibusinesses centralisations. Daily updated technology. Open architecture and strong integrability.

17 Multichannel Contact Center Unified and multichannel Agent Desktop to integrate legacy or third parties applications. ERP CRM Knowledge Base Front-end focus. Browser-like experience. SIP software Telephone. ACD efficiency.

18 Multichannel Contact Center Unified and multichannel Agent Desktop to manage interactions between contacts, campaigns and scripts. Online Engagement live chat web call back content-push form-sharing web foundry & proactivity

19 Vivocha 2012 Startup, with Vertis Venture and Principia II. Easily create and customize Customer Care and Sales Support proactive services. VoIP, Video, Live Chat, CallBack, Collaboration & Sharing.

20 Multichannel Contact Center The multichannel contact center platform includes a Wizard to manage IVR services. Graphic interface editor or VoiceXML file upload. Basic service design and IVR tree structure ready in 5 minutes, with no coding skills needed.

21 Multichannel Contact Center CTManager shows and configures all the contact center resources. ACD queues mailboxes IVR wizard lines and internal phone numbers scripts and route points tenants and agents

22 Multichannel Contact Center CTView is the real time basic dashboard to control the contact center: ACD queues agent status custom events media (voice, chat, ) internal phone numbers lines

23 Multichannel Contact Center CTMonitor is the web application to monitor running campaigns and SLA: verified login, web interface inbound/outbound custom views overview or detailed status for each task and service extreme customisable layout

24 Recording and Playback CTRecord is the contact center module that allows to record the phone calls. easyreplay is the web portal to manage and listen playbacks.

25 Recording and Playback

26 IVR & Web Call Back The Contact Center platform includes the management of custom Call Back campaigns and services. Call Back Now: instant recall. Call Back Later: rescheduled depending on customers needs. Agent or automatic IVR, with Contact Center queuing. Activation from web page, with proactivity rules management.

27 Agent Call Back

28 Contact Interaction Management easycim applications suite manages the interactions between prospects, customers and agents. easycim supports information-collection campaigns, multichannel sales or CRM services. channel management Scheduler agent desktop management Strengths It covers an application lack on the Italian market. CRM, Workflow and Campaign Management cross-solution. Manages both direct and indirect channels. ACD ContaCT Highway easycim

29 Contact Interaction Management Who and when to call properly? Contactability scheduling. Multichannel Call Back. Integrability with legacy or centralisation projects. Field: contacts and agenda management of agency networks and branches.

30 Contact Interaction Management Scheduler: campaign activation or deactivation (timing!), contacts import, rescheduilng (in case of negative result). What to ask, to answer, to propose? Script Design.

31 SFA and Planning WHY WHEN: Schedule and time-table management WHO: Contact Center Customer Strategy Marketing Sales WHERE: Regional and area planning HOW: Workflow Appointment and meeting Back Office Appointment lifecycle

32 SFA and Planning Sales area management: regional coverage and optimisation, agencies, branches, agents. Calendar and time-table management: meetings monitoring, real-time salesman availability.

33 Performance Analytics easyview is a modern tool to monitor and analyse contact center processes and Marketing & Sales services. dashboard, analytics, reporting Strengths Real-time Analysis. Interactive dashboard. Data are available anywhere and anytime Agent services data Performance Analytics

34 Performance Analytics Near Real Time. How to monitor and analyze your teleselling campaigns? Dynamic and interactive data visualization. No need of datawarehouse, instant access to any kind of data source. Full integrability with a wide range of platforms (e.g. ERP, CRM, delivery, billing ) to improve the full process.

35 3. Case Studies

36 Case Studies Extension of the use of Marketing & Sales solutions (Teleselling, SFA, DB Prospect) from BU Consumer to BU SME. From to concurrent workstations. New Outbound centralisation for sales, increase of workstations (da 350 a 450) and of linked partner. Cloud functions for the internal Contact Center in H3G. Teleselling centralisations: In/Outbound, Online Engagement and Lead Generation. Special offer, recall campaigns, appointment schedule. Inbound Sales, International recognition project. Joining ofdi Purchase and Logistic areas, integration with the management software, new KPI, increase of Customer Satisfaction. Expansion od dedicated structure dedicated to Outbound Teleselling and Telemarketing. Online Engagement to support sales, Quality Check for Sales Force Automation. In/Outbound, CRM and Web Chat to support Sales. 120 PO, 120 IVR lines, Call Back in 15 minutes, Startup of 2 months, Break-even <1 year.

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