Get documents about "Slide 1 images tmcnet com images tmcnet com
Document Sample
Contact Center
Mobility
Ben Eisner
President CosmoCom Americas
3
Empowering the Reachable Enterprise
• CosmoCom provides a leading all-IP,
multi-tenant, inbound/outbound
contact center platform
• Our mission is to optimize
communication between
organizations and their customers.
• Our contact center systems are making
enterprises more reachable & responsive,
improving the customer experience, and
reducing costs for companies on
every continent.
4
Contact Center Mobility
• Intersecting Trends
– Increasing customer expectations
– Expanding communications channels
– Distributed mobile workforce.
• Emerging drivers for customer care strategies
– Care Providers
– Care Consumers
• Architectural and functional requirements of
connecting with mobile informal care-givers.
• Conceptual vertical industry use cases
5
Outline
• Market Drivers
• Solution Enablers
• Solution Examples
6
Four Key Market Drivers
• Customer Care by the Enterprise
• Customer Care by the Market
• Prospect Care by Everyone
• Everyone is Mobile
7
Customer Care by the Enterprise
• “The company is the contact center”
– customer care by information workers
– often mobile
• Cost and effectiveness objectives
– contain formal agent costs
– provide faster, better resolution
• Hurdles: mobile informal agent
empowerment work flow
– availability, quality, cost-effectiveness
8
Customer Care by the Market
• “The market is the contact center”
– customer care by expert enthusiasts
– often mobile
• Cost and effectiveness objectives
– decrease formal agent costs
– provide faster, better resolution
• Hurdles: mobile informal agent
empowerment work flow
– availability, quality, cost-effectiveness
9
Prospect Care by Everyone
• “Everyone is the contact center”
– prospect care by sales force or enthusiasts
– often mobile
• Revenue-based objectives
– increase return on marketing investment
– increase sales force productivity
• Hurdles: mobile informal agent
empowerment work flow
– (availability, quality and cost-effectiveness)
10
Contact center communication support
• Intelligent routing – skills and presence
• Detailed caller info with call
• Inquiry and transaction enablement of agent
• Management Tools
– Tracking
– Reporting
– QA
• With mobility: none of the above
11
Everyone is Mobile
Mobility data depend on region, vertical,United States
2011
2006
size, worker category
Global Mobile Workforce by Region
Western Europe
Informal care agents are typically mobile: Japan
information workers, sales associates, and
expert enthusiasts are not predictably Asia/Pacific
fixed ROW
IDC 209883E, March 2008
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Percent of Total Workforce
12
Outline
• Market Drivers
• Solution Enablers
• Solution Examples
13
Four Key Solution Enablers
• Consolidation 2.0
• Next Gen Wired WANs
• Next Gen Wireless WANs
• Empowerment of mobile informal agents
14
Consolidation 2.0
• One contact center platform that consolidates . . .
• Functions
• Channels
• Agents
• Applications
15
Next Gen WANs
• Next Gen Wired WANs
– global MPLS WANs with PSTN gateways
– routinely available through global comms
• Next Gen Wireless WANs
– 2G voice plus GPRS/EDGE/3G data
– 3G not yet pervasive
16
Informal agents on the Go!
SmartPhone Agent
2G TDM voice
Contact Ctr
Environment
GPRS/EDGE/3G IP data
Full Call Center CTI nfeatures
Site 1 Site
Switched voice and IP
presence-aware BackOffice
Fixed formal agent
empowerment in pocket of
mobile informal agent
17
Outline
• Market Drivers
• Solution Enablers
• Solution Examples
18
Example Use Cases
Industry Use Case
Automobile Dealerships Prospect Care by mobile sales
associates
Real Estate Brokers Buy-side/sell-side Prospect Care by
mobile brokers
Utility Field Force Customer/Prospect Care by mobile
Response field force
Consumer Electronics Customer/Prospect Care by mobile
Ecosystem expert enthusiasts
Medical Emergency Critical Patient Care by
Response nomadic/mobile ER staff
19
Solution Examples
• A Dramatization
• Business Case & ROI Considerations
20
Video
Automobile Dealership
Prospect Care by Mobile Sales
21
Message of the Video: Dual Benefits
• Responsive VIP Care by Mobile Sales
– fixed formal agent empowerment in pocket of mobile
sales associate
– prospects highly satisfied, retained, buy
• Enterprise Ownership and Control
– prospect/customer ownership managed & maintained
– data doesn’t go with the employees’ mobile phones
– tracking and reporting enables management & rewarding
performance
– real-time and post-call supervisor review aids training
and QA
22
Solution Examples
• A Dramatization
• Business Case & ROI Considerations
23
U.S. Auto Dealership Market Factoids
•
Four Major Pain Points:
21,000 stores, $675B revenue
• Employ 700,000 people, including 230,000 sales associates
low prospect retention
• 20% of all retail sales
• low return on marketing investment
25% of all state government revenue
• 59% new, 29% used, 12% service and parts
• low sales force productivity
Publicly held represent < 10% market share
• 100M inbound calls, 500M outbound calls
•
unresponsive mobile sales
$10B spend for Dealer Management Systems, Customer
Relation Management solutions
• $8B spend for marketing
• 80% of purchases begin on-line, but only 12% of ad budget
24
Example: CarCountryWorld
15 regional groups, 257 dealerships, 37 car brands
Revenue $19B
New and used units sold 600,000
Percent revenue from new cars 59%
Percent from new prospect calls 8%
Gross Margin 5.3%
New prospect calls/franchise per day 2.3
Prospect retention rate 85%
Retained prospect closure rate 10%
Objective: increase prospect call volume,
retention, and closure
25
Gross Profit Payoff ($M/year) ROI
new prospects/franchise per day increased from 2.3 to 3
• VIP
treatment
$60.00
increases
Prospect
$50.00
• volume
$40.00 • retention
• closure
$30.00 • Company
oversight
$20.00 increases
• revenue
$10.00
• profit
0.15
$0.00
0.14
0.13
• ROMI
0.85 0.86
0.87 0.88
0.12
0.11 • sales
0.89 0.9 0.91 0.92 0.10 force
produc-
0.93 0.94 0.95
Retained
Prospect Prospect Closure tivity
Retention Rate Rate
26
Contact center communication support
• Intelligent routing – skills and presence
• Detailed caller info with call
• Inquiry and transaction enablement of agent
• Management Tools
– Tracking
– Reporting
– QA
all
• With mobility: none of the above
Contact Center
Mobility
Thank you from CosmoCom
