Vodafone Hosted Contact Centre services deployed for Auckland Council
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- Doris Thomasina French
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1 Vodafone Hosted Contact Centre services deployed for Auckland Council Philip Jones Manager Contact Centres Auckland Council Gabrielle Still Lead Application Consultant - Vodafone
2 Auckland Council Business Outcomes Lower total cost of ownership Leverage existing Telephone Switching infrastructure One virtual contact centre Manage from any location or centrally Resourcing efficiencies Easy breathe in and out Real Time and Historical Reporting Business Intelligence my Customers are saying. Contact Centre the Centre of Excellence for the Council Able to be a provider within the organisation Vodafone Hosted Contact Centre services deployed for Auckland Council
3 Auckland Council Contact Centre Solution IVR and Auto Attendant functionality Inbound Skills Based Routing with Attached Data Multi Media Agent Desktop (future SIP end point) Advanced Call Back - ASAP (Scheduled on standby) Survey (Post Call) Real Time and Historical Reporting Call & Screen Recording - Compliance and Quality Speech Analytics on recorded calls trending, business intelligence Outbound Campaigns Web Chat Trial Vodafone Hosted Contact Centre services deployed for Auckland Council
4 Overview of our Cloud CC Service and our 20 years of experience Carrier grade, geographic resilience, high availability on real-time elements with multi-tenanted or dedicated tenant cloud delivery Evergreen service built on market leading hosted Contact Centre Platform with guaranteed refresh within n-1 Highly secure environment with open app integration and accessible from anywhere via VPN Based on 20 years experience in hosted Contact Centre services in Government and Enterprise Pre-Integrated with Vodafone SIP Access/Calling, Toll Free and UC&C (Officenet) services Complemented with leading professional service capability in discovery, design, transition and application integration Multi Tenant Customers Inland Revenue, Ministry of Business, Innovation and Employment, Auckland Council Vodafone Hosted Contact Centre services deployed globally in 9 countries with over 46k endpoints
5 Vodafone Contact Centre Services TaaS Base , efax & Webchat on a monthly charge Bundles Inbound Queuing Skills Based Routing Agent Desktop (SIP capable) Remote Agent via VPN Reporting - Real-time & Historic Callback - Place in Queue Survey Basic Voice Only Quality Management Call Recording - Compliance Base Services and Uplifts Inbound Call & Screen Recording IVR & Self Service - , efax & SMS - Webchat & Co-browsing - Social Media - Outbound & campaigns - Inbound video w/ metadata - Scheduled Callback - Call & Screen Recording - Quality Management - Compliance Archiving - Speech Analytics - Desktop Analytics - Channel Analytics - Simple Menu Routing (DTMF) - DTMF & Speech Recognition - Natural Language (Open) IVR Identification and Verification / Web Chat Only Knowledge Management - DTMF & Speech Recognition - Voice Biometric - , efax & SMS - Integrated (text &/or voice) - Social Media - Virtual Agent / Smart Help - Webchat & Co-browsing - Internal and External Survey - Integrated Voice - Advanced Multimedia Workflow Distribution - CC Agent - Back Office (non voice) - Workflow Reporting Workforce Management - Workforce Management (WFM) on a monthly charge per see service descriptions Note: Service is inclusive of all infrastructure, licensing, operational & service management and committed 5 service level targets. Professional Services apply for Implementation of these Services.
6 Ease of Change Criteria Connectivity Communications Contact Centre Ease of change between providers (e.g. minimise cost, risk and disruption when change providers) Ease of business as usual change (e.g. shifting offices, relocating teams, merging and splitting of agencies) We will reduce barriers to change by Providing All of Government Solutions Leveraging pre-built repeatable solutions enabling rapid deployment Choose from Service Catalogue and Product Descriptions Use repeatable migration and disengagement plans to minimise cost, risk, and effort Actively assisting organisations to move to or from our Services Parallel build, SIT, UAT and Pilot Providing highly productised and leveraged Services that will allow easy and rapid BAU changes BAU changes are predefined to allow self service for simple changes and cost effective and rapid deployment for complex changes Use of our multi-tenant platforms and support for inter-operability with other Service Providers Self service and automated provisioning allows Customers to make changes when they require them 6
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