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Incorporating New World Contact Center Solutions Into Your Existing Call Center Infrastructures

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Incorporating New World Contact Center Solutions Into Your Existing Call Center Infrastructures Powered By Docstoc
					                     ICS-105
                     3135_05_2001_c1   © 2001, Cisco Systems, Inc. All rights reserved.   1




Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
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                                        Incorporating New World Contact
                                       Center Solutions Into Your Existing
                                           Call Center Infrastructures
                                                                                          Session ICS -105




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                           Agenda


                             • Market and Technology Trends Effecting
                               Call Centers
                             • Real-World Options for Incorporating New
                               World Solutions
                             • Architecture for a Hybrid Environment
                             • Question and Answer


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                           Why Is the Contact Center Strategic?




                                       “Increased customer loyalty is the
                                        single most important driver of
                                        long-term financial performance.”

                                           Thomas O. Jones and W. Earl Sasser, Jr.
                                           Harvard Business Review




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                           The ROI of Customer Loyalty

                         • US companies lose 50% of their customers every 5 years—Harvard
                           Business Review
                                   Current customers generate 2x revenues of new customers—Alexander Group

                         • 66% of customers defect due to poor customer care—Yankee Group
                                   A 5% increase in customer retention can increase profits 100%—Harvard Business
                                   Review

                         • “Completely satisfied” customers
                           are 6x more likely to become
                           repeat buyers than “satisfied”
                           customers—Harvard Business Review
                                   Cutting defections in ½ will
                                   more than double a company’s
                                   growth rate —Harvard Business Review




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                           e-Business Cost Savings




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                           How Contact Centers Have Responded:
                           Migrating toward Internet Architectures


                            Mainframe
                            Embedded
                           Architectures                             Client—Server        Software-Based,
                                                                     Architectures            Internet
                                                                                           Architectures




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                           Market Trends

                              • Traditional “voice” still dominates call
                                centers but
                                         More intelligent routing and queuing
                                         is required
                                         Intelligent contact management allows for
                                         distributed “virtual contact centers”
                                         Focus is on less “custom” call center
                                         solutions and more on integration to overall
                                         customer relationship management solutions

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                           Market Trends (Cont.)

                              • Web-enabled contact centers are seen as key
                                to future growth
                                         90% of online shoppers want human interactions—
                                         Jupiter Communications
                                         Lack of online support costs merchants $6.1 billion in
                                         2000—Data Monitor
                              • Demand for IP telephony and “converged”
                                networking solutions are accelerating
                                         “17% of US businesses began implementation of IP
                                         LAN solutions in 2000”—The Phillips Group Infotech


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                             Real-World Options for
                             Implementing New World Environments


                                 • Enhancing traditional “voice” call
                                   centers with:
                                              Pre- and post routing
                                              Moving to “virtual” contact centers
                                              Integrating the “Web” with contact centers
                                              Migrating to a converged network



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                             Without Intelligent Call Routing

                         •        Carrier costs                                                     PSTN   •   Time of day
                         •        Tie line costs                                                           •   % allocation
                         •        Customer wait times                                                      •   Call counting
                         •        Agent productivity
                         •        Customer satisfaction



                             Boston                                                       Chicago              LA


                                        Lucent                                                 Nortel                Aspect
                                        Switch                                                 Switch                Switch




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                             ICM System Operation: Pre-Routing
                         •    “Intelligent” call routing information                                                        4
                              is constantly exchanged
                              between systems
                                                                                                                   ICM
                                                                                                                   ICM
                         •    Customer dials toll-free
                              number 1-800- “Help”
                         •    Call is held in the network and
                                                                                                                                    1   PG
                                                                                                                                        PG
                                                                                                                                             ACD
                              an “intelligent” routing query                                                   1
                              containing the dialed number                                      ACD   PG
                                                                                                      PG                        5
                              (ANI) and caller -entered data
                              is sent to intelligent
                              routing software                                                                              3
                         •    Routing software evaluates the
                              request, compares to business                                                6                    SCP
                              rules, manages the “state” of
                              agents and network traffic                                                                 Public Switched
                                                                                                                         Public Switched
                              (ACDs, IVRs, etc.), then                                                                      Network
                                                                                                                             Network
                         •    Instructs the network to send the
                              caller to the best-skilled resource                                                                                  2
                         •    The network sends the call to the
                              intelligent routing software specified
                              destination; agent, IVR, etc.


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                             Enterprise-Wide Post-Routing

                                                                                                                                         PBX
                                                                                                ICM
                                                                                                ICM
                                                                                                                   IVR
                                                                                                                   IVR
                         •    Routes calls that originate
                              from private network, ACDs,                                                  Public/Private
                                                                                                           Public/Private
                              PBXs or IVRs                                                      IVR
                                                                                                IVR          Network
                                                                                                             Network
                         •    Utilizes pre-routing
                              intelligence as defined by
                              customers business rules                                    ACD                                                 ACD
                         •    Manages call flows between
                              call centers
                         •    Manages transparent transfers
                              between agents in distributed network
                         •    Manages transfers of call to
                              or from IVR/queue points
                         •    Constantly monitors and tracks
                              calls and data transfer (CTI)


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                             Intelligent Call Routing

                             • Routes customer (and associated data)
                               to most appropriately skilled agent or
                               answering resource


                                                                                                              Voice
                                 Resource

                                                                                                                                    Call
                                                                                                                                   Center
                                                                                                                 Data

                                                                                                                                  Database
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                             Cisco’s Intelligent Contact Manager

                         •        Carrier costs
                         •        Tie line costs                                                    AT&T        NVRU CED—Account/PIN/SS#
                                                                                                                NVRU

                         •        Customer wait times                                                                                   Customer
                                                                                               Route
                         •        Agent productivity                                          Request             Route                 Database
                         •        Customer satisfaction                                       DN/CLID             Destination

                                                                                                    Cisco ICM              Customer
                                Call and Data                                                                             Information
                                 Delivered to
                                Best Resource                                               Customer Data

                                 LA                                                       Chicago                       Boston

                                            Lucent                                                   Aspect                      Rockwell
                                            Switch                                                   Switch                       Switch

                                                                          Unified Virtual Call Center

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                           Virtual Contact Centers
                                                                                           EMC GLOBAL SUPPORT




                                                                                 The Sun Never Sets
                                       • EMC customer service used as a sales competitive advantage
                                       • Investment center
                                       • Philosophy of “guilty until proven innocent”
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                           EMC Current Challenges



                                 • Call back model creates service delays
                                 • No load balancing of calls among
                                   support centers
                                 • Manpower intensive on front-end
                                 • Difficult to scale world-wide



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                           The EMC Requirement

                             • To Integrate all of EMC’s worldwide
                               support resource
                             • To create a universal queue for voice
                               similar to what they currently have for
                               call tracking
                             • To automate the call front end
                             • To ensure that consistent service delivery
                               through out all of the support centers

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                           EMC Customer Services
                           Pro-Active Hardware Support

                                                                                                          • 100K dial homes per month
                                                                                                          • 60K require attention from
                                                                                                            product support
                                                                                                          • 8% require dispatch to field


                                                                                                PSE
                                                                                          CST




                                                                                                                             Tech
                                                                                                      Hardware




                                                                                                                               2
                                                                                                                 T/S




                                                                                                                                      ENG
                                                                                                                              Spt
                                      Symmetrix
                                 Customer Dial-Homes
                                  Machine to Person                                                                    Tech Support
                                                                                                                       Tech Support




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                           EMC Support Call Infrastructure

                           EMC WWSC Opens Approximately 4000 SW Cases Per Month
                                                                                                 SAC                                                Back Office

                                                                                                                                            Tech




                                                                                                                    Software
                                                                                                                                              2




                                                                                                                               RRS
                                                                                                                                                      ENG
                                                                                                                                             Spt


                                            C/S and Customer
                                                  Calls                                   CST
                                                                                          CST
                                                                                                 PSE
                                                                                                                                            Tech


                                                                                                                    Hardware
                                                                                                                                              2      ENG



                                                                                                                               T/S
                                                      Symmetrix                                                                              Spt
                                                      Customer
                                                      Dial -homes
                                                                                                                                     Tech Support


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                           New Global Support Model:
                                                           Field Ops
                           Callback vs. Real-Time 1st Call by SW Analyst
                                                                                                 SAC                                                Back Office
                                                                                          ACD
                                                                                                    SW Generalist




                                                                                                                                            Tech
                                                                                                                    Software




                                                                                                                                              2
                                                                                                                               RRS




                                                                ICM                       IVRU
                                                                                          IVRU                                                        ENG
                                                                                                                                             Spt
                         C/S and
                      Customer Calls Intelligent Contact
                                         Management
                                     (Hardware/Software)
                                                                                                 PSE
                                                                                                                                            Tech
                                                                                                                    Hardware
                                                                                                 SW and HW
                                                                                                 SW and HW




                                                  Dial Homes
                                                  Dial Homes                                                                                  2
                                                                                                  Clarion




                                                                                                                                                     ENG
                                                                                                                               T/S
                                                                                                  Clarion
                                                                                           CST




                                                       SYR                                                                                   Spt


                                            Symmetrix
                                                                                                                                     Tech Support
                                                                                                                                     Tech Support
                                       Customer Dial -homes


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                           Results
                            • Transfer of calls between
                              support centers has been
                              transparent
                            • Standardization of processes
                              and reporting across the
                              enterprise —consistency
                              of metrics
                            • Reduction of call queue
                              times and increase in
                              service levels
                            • Ease of access to available
                              resources
                            • Enterprise wide real time
                              view of activities—world-
                              wide “follow -the-sun”
                              customer contact

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                           Enterprise-Wide I.C.M. Contact Routing

                                                                   Public ICM
                                                                    Public ICM                     .
                                                                                                I.D.
                                                                                                I.D.
                                                                   Network
                                                                   Network
                                                                                          SCP
                                                                                                                         Cork

                                                                                                             CTI

                                                                                           AWS
                                               Hopkinton
                                                                                                       ACD                Tokyo
                                                                                          ACD


                                                                                                                   ACD


                                                                                                                           Sydney
                              • Load balancing                                                               CTI
                              • Skills-based routing
                              • Universal queue
                              • Virtual support center
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                           Integrating “Web” Contacts to Call Centers


                                                                              • Your call center provides
                                                                                information and conducts
                                                                                business
                                                                              • Your Web site provides
                                                                                information and conducts
                                                                                business
                                                                              • The requirement is to integrate
                                                                                them together



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                           The Integrated Value Statement



                             • Puts your customers in touch with a live,
                               knowledgeable representative—immediately
                             • Collaboration services allows customers to “zero
                               out” of a Web site for improved satisfaction
                             • Allows customers to use existing ACD
                               infrastructure to route/queue Web calls




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                           The Customer Experience


                            • As customers browse your site they can at any
                              point chose to talk to a customer
                              representative—improves “stickiness”
                            • Within seconds a knowledgeable rep will be on
                              the phone or engaged in text chat with the
                              customer—improves response time to customer
                            • Customer satisfaction is increased as customers
                              can reach a skilled agent who can answer their
                              questions when they need them answered


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                           The Customer Experience




                            G.M. Pontiac Sunfire Site

                          Note: The Second Page May Simply
                                Replace the First—No Need to
                                Open a Second Window
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                           Collaboration Overview


                             • Collaboration allows agents and callers to
                                       Share Web pages
                                       Compare multiple Web pages simultaneously
                                       Share files
                                       Fill out Web-based forms together
                                       View and/or exercise any Windows-based
                                       application


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                           Benefits of Collaboration


                              • Makes the Web a customer service vehicle, not
                                just a customer “self-service” vehicle
                              • Increase customer satisfaction by getting to the
                                customer’s root questions/issues more quickly
                              • Improve agent’s abilities to sell through visual
                                comparison of products and services
                              • Simulate face-to-face sales process



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                           Simple Collaboration Available in
                           Both Single and Multi-session Agent Desktops


                              • Page share: Agent and customer can share Web
                                pages to each other
                              • Frame share: When sharing frames no need to
                                share the entire frameset




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                           Complex Collaboration Available in
                           Single-Session Agent Desktop Only

                                  • Follow-me browsing: Allows one participant to follow
                                    wherever the other participant leads
                                  • Form share: Agent and caller can fill out Web-based
                                    forms together
                                  • Remote control: No need to “train the caller”, agent
                                    can work the caller UI remotely
                                  • Application sharing: Share any Windows-based application
                                  • White-boarding: Free hand drawing with custom
                                    drawing elements




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                           Show Me


                        www.acme.com/rocketsleds                                                                    www.acme.com/rocketsleds


                                                                                           Existing Web
                                                                                          Content Servers


                                                                                                    www.acme.com/rocketsleds
                                                  www.acme.com/rocketsleds




                            Customer                                                         Cisco                             Agent Station
                                                                                          Collaboration
                                                                                             Server




                                Click Here to Jump to a Detailed Discussion on Dynamic Content and the DCA
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                           Converged Networks in Contact Centers




                                                                                            CRM Platforms
                                                                                           Market
                                                                                          Disruption


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                                             Netw

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                           Today’s Contact Center Agent—CTI


                                                                                                                                   Agent
                             • Vertically integrated                                                                               Desktop

                             • Dual administration of
                               network and desktop                                                                                  CRM

                             • Proprietary interfaces
                                                                                                                       CTI
                             • Custom development                                                                              Middleware
                                       Long time to implement                                               ACD

                                       Expensive
                                       Limited functionality




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                           New World Contact
                           Center Horizontal Integration

                            • Contact centers
                              designed around the                                                Customer Relationship
                                                                                                  Management (CRM)
                              customer requirements                                                  Applications

                            • Communications
                              platform bridges old and
                              new world                                                         Communications Platform

                            • Broad integration layer
                              for multiple application
                              solutions                                                          Network Infrastructure

                            • Distributed in nature


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                           Today’s Contact
                           Center Voice Only Networks
                                                                         Legacy ACD                                       ICM
                                   Customer
                                   Customer
                                  TDM Access
                                  TDM Access


                                                                                          IVR

                                        Public
                                       Network




                                       • Proprietary communications infrastructure
                                       • Site based ACDs
                                       • Separate networks for voice and data

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                           New World Contact
                           Center Network Convergence

                           • Standard network infrastructure (IP)
                           • Geographic independence                                                             Voice Routing

                           • Converged voice and data
                                                                                                                 Web Routing
                                                                                                                                 IOM
                                                                                                                                 IOM
                                                                                               IP IVR
                                                          Public
                                                        Telephone
                                                         Network
                                                                                            IP-PBX/ACD



                            Customer                                                                                             IP Voice
                                                                                                                                 IP Voice
                                                                                                                                 TDM Voice
                                                                                                                                 TDM Voice
                                                                                                                                 IPCC Data
                                                                                                                                 IPCC Data

                                                                                                    Multi-Channel Agents
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                           New World Contact
                           Center Multi-Channel Integration
                                                                                          Chat, Collab




                                                                                          DMZ
                                                                                          DMZ                    Voice Routing
                                                        Internet                              E-Mail



                                                                                                                 Web Routing
                                                                                                                                 IOM
                                                                                                                                 IOM
                                                                                           Network IVR
                                                          Public
                                                        Telephone
                         Customer                        Network
                       Voice and Web
                                                                                            IP-PBX/ACD
                        Interactions


                                                                                                                                 IP Voice
                                                                                                                                 IP Voice
                                                                                                                                 TDM Voice
                                                                                                                                 TDM Voice
                                                                                                                                 IPCC Data
                                                                                                                                 IPCC Data


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                           Migration Strategy—
                           Bridge between “Old” and “New” World
                                                                     Legacy ACD
                                                                                                                                 Universal
                            Customer
                            Customer                                                                                             Routing
                           TDM Access
                           TDM Access                                                                  NIC
                                                                                                                           IOM
                                                                                                                           IOM   Platform

                                                                                                 IVR


                                 Public
                                Network
                                                                                                                           Desktop
                                                                              Internet                                     Application
                                                                                                                           Server

                                                                                                        IP-PBX/ACD



                                                                                                                                 IP Voice
                                                                                                                                 IP Voice
                                                                                                                                 TDM Voice
                                                                                                                                 TDM Voice
                                                                                                                                 Call Control
                                                                                                                                 Call Control
                                                                                                                                 IPCC Data
                                                                                                                                 IPCC Data

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                                        Incorporating New World Contact
                                       Center Solutions Into Your Existing
                                           Call Center Infrastructures
                                                                                          Session ICS -105




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                                                      Please Complete Your
                                                         Evaluation Form
                                                                                          Session ICS -105




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