Your business partner for Help Desk services.

Transcription

1 Your business partner for Help Desk services.

2 Agenda 1. Company Profile Organization, positioning, customers and markets. 2. Help Desk solutions Multichannel Contact Center Trouble Ticketing platform Survey applications 3. Case Studies

3 1. Company Profile Reitek

4 Executive Summary Type S.p.A. Industry Telecommunications, software development, consultancy. Founded 1990 Headquarters Milano, Italy. Employees 76 (31 Dec. 2013) Revenues 10,2 Millions (31 Dec. 2012) Certifications UNI EN ISO 9001:2008 Quality Management System Website We re focused on Contact and Campaign Management. Our mission is to create value for enterprises 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. Help Desk solutions

9 Applications Map Mkt e Vendite 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 Land Management Multichannel Call Center Vocal Ordering Predictive Outbound Credit Collection platforms integration ContaCT Highway Vivocha easycim easyview/cta CTRecord e easyreplay ContaCT Highway Vivocha Contact Pro CTSurvey ContaCT Highway OTRS CTSurvey ContaCT Highway CTRecord e easyreplay CTSurvey

10 Privacy & Security Compliance Reitek management and Help Desk solutions are constantly update to respect any Actions of 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 Multichannel Contact Center ContaCT Highway is the multichannel contact center product leader on Italian market. It s the «enabling technological platform» for all Reitek solutions offering. channels management Scheduler ACD agent desktop management Strengths The most powerful outbound engine in Italy. Configurability and customisation. Multi-tenancy. Multichannel and multichannel. Cloud or On-premise versatility. ContaCT Highway easycim

12 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.

13 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.

14 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.

15 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

16 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

17 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

18 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.

19 Recording and Playback

20 IVR and 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.

21 Agent Call Back

22 Help Desk OTRS is the Open Source Service Desk and Ticketing system which allows to efficiently manage customer requests such as , web form or phone calls.

23 Help Desk Dashboard to visualize: Managed tickets; Expired tickets, in compliance with SLA; New or unmanaged tickets, waiting for agent assignment. Multichannel management: MAIL, VOICE, CHAT; Automatic ticket creation with automatic answer and related code.

24 Survey CTSurvey is the web app for survey services creation. Integrated with ContaCT Highway platform, CTSurvey realizes IVR Services with custom features: time session and expiry date; recorded messages uploading; contacts import; API web services to integrate third party services and applications (i.e. Customer Experience Management processes.)

25 Survey

26 Performance Analytics CTAnalytics is a modern tool to monitor and analyse contact center processes and CRM or Customer Care services. dashboard, analytics, reporting Strengths Real-time Analysis. Interactive dashboard. Data are available anywhere and anytime Agent services data Performance Analytics

27 Performance Analytics Near Real Time. Which is your inbound service status? 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.

28 3. Case Studies

29 Case Studies Cloudando platform, i.e. the Cloud Contact Center Reitek solution, to manage trouble Ticketing services and Nectar Chat. Substitution of competitive product. Support to Nectar customers by telephone, web and . ICT Help Desk services and Outsourcing Multichannel CRM. Customer Care Inbound projects, Outbound telephone campaigns, IVR Services and Vocal Ordering, Marketing and Online Engagement. In-house development of vertical applications based on the integration with the Reitek telephone toolbar. On-premise Contact Center solution for ICT and BPO, from Contact Center to the Help Desk and Back Office. Over agents, on 14 places. Each place has duplicated and tripled the agents. Blending call, cost-cutting il 20%, possibility of managing a lot of contacts.

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