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NEC Unified Solutions 2005 Contact Center Seminar

NEC Unified Solutions 2005 Contact Center Seminar. Objectives. Interactive “Product Agnostic” Presentation – Contact Centers Today What Makes A Contact Center Successful What Keeps You Up At Night?? Available Technology Define Your Vision Of The Future - Assessment Traffic Analysis

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NEC Unified Solutions 2005 Contact Center Seminar

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  1. NEC Unified Solutions 2005 Contact Center Seminar

  2. Objectives • Interactive “Product Agnostic” Presentation – • Contact Centers Today • What Makes A Contact Center Successful • What Keeps You Up At Night?? • Available Technology • Define Your Vision Of The Future - • Assessment • Traffic Analysis • Site/Customer Centric Solutions • Road Map To Success © 2005 NEC Unified Solutions, Inc.

  3. Introductions • Mr. Louis Van De Water • VP/GM NEC Northeast Region • Mr. John Orchanian • Account Executive, NEC NY/NJ Commercial • Mr. Chuck Cuggino • President, TFB Systems • Mr. Isaac Grodzinski • Channel Manager, Allot Systems © 2005 NEC Unified Solutions, Inc.

  4. Agenda • Introductions • Richard Rizzuti • Opening Address • Louis Van De Water • Contact Center Issues • John Orchanian • Solutions! • Chuck Cuggino • Break • Contact Centers & IP Telephony • Isaac Grodzinski • Tying It All Together With NEC • Chuck Cuggino • Question & Answers • All • Give-Aways © 2005 NEC Unified Solutions, Inc.

  5. NEC“Not just Technology, a Partnership” Lou Van De Water Vice President/General Manager East Region April 29, 2005

  6. Thank You ... For Your Business • Thank You ... For Your Support • We Appreciate and Value Our Partnership © 2005 NEC Unified Solutions, Inc.

  7. NEC Corporation • Founded in 1899 • 24 manufacturing facilities in 8 countries • Revenues: $47 billion (4,906 billion yen) • 85th in Fortune Global 500 • Common Stock NASDAQ (Symbol: NIPNY) • 40th Largest Manufacturer in the World –Industry Week Vision & Innovation • 48,000 patents worldwide • Top 5 in US patents for last 12 years • 12 R&D facilities in U.S., Japan, Germany & China Confidential © 2005 NEC Unified Solutions, Inc.

  8. NEC SolutionsAmerica Rancho Cordova, CA NEC UnifiedSolutions Irving, TX NEC USA Melville, NY NEC Labs America Princeton, NJ NEC America Irving, TX NEC Display Solutions of America Itasca, UIL NEC Electronics America Santa Clara, CA NEC in the United States 4,000 Employees 94 Locations $2B+ Revenues Confidential © 2005 NEC Unified Solutions, Inc.

  9. #85 in Fortune Global 500 #53 in BusinessWeek IT 100 #300 in Global 2000 #5th of top 300 Global #40 Largest Global Manufacturers Highlights • Ranked #3 in U.S. sales of Communications • Ranked #2 in U.S. sales of commercial plasma displays • Ranked #3 in U.S. sales of LCD projectors / displays • Ranked #8 in worldwide semiconductor sales • Ranked #3 in worldwide microcontroller sales • Ranked #4 in worldwide ASIC sales • NEC fingerprint matching technology ranked first • A key supplier to the world's first third-generation wireless (3G) © 2005 NEC Unified Solutions, Inc.

  10. NEC’s Corporate Commitment “NEC will constantly strive to meet our customers' business challenges by providing superior technology, applications and services. Customer loyalty is our No. 1 priority.” Akinobu Kanasugi President NEC Corporation © 2005 NEC Unified Solutions, Inc.

  11. NEC Customer Support Rating Vendor IP Assessment Rating Quarterly Rating Customer Rating Delivering Customer Satisfaction NEC 04 Customer Survey InfoTech 04 Customer Survey © 2005 NEC Unified Solutions, Inc.

  12. NEC Unified’s Direction • Strengthen Customer Partnership • Investing in Solutions Oriented Training • Expand Customer Access to Information • “Trusted Advisor”- Strategic Planning • Reinforce Market Position As Solution Provider • Create Value Add Beyond Hardware • Broaden Application Partnerships • Continue to Expand Managed Service Portfolio • Strategic Initiatives • UNIVERGE As The All-Inclusive IP Strategy • Invest in Vertical Solution Sets and Programs © 2005 NEC Unified Solutions, Inc.

  13. Emerging Category: Total Solution Provider Today’s Provider Options • Manufacturers with Services Arm • PBX, gateway, router or server products • Traditional Systems Integrators • Value-Added Resellers • Network Services Providers with Systems Integration Arm • Traditional Consulting Firms © 2005 NEC Unified Solutions, Inc.

  14. Total Solution Provider: NEC • Core Competency in Communications • Best Communications Products in The Industry • Market Leadership • Financial Stability & Proven Experience • Value Beyond Product Fulfillment • Expertise in Complex Network Design, Integration and Support • Strategic Relationships • Extensive Dealer Network • Business Enabling Application Providers • Vertical System Integrators © 2005 NEC Unified Solutions, Inc.

  15. Partners – NEC Unified © 2005 NEC Unified Solutions, Inc.

  16. NEC And Our Dealers Will Continue To Evolve To Better Meet Your Needs And Earn Your Trust Conclusion • Market and Technology Are Driving Change • Convergence is Complex • NEC Unified Brings Value That Others Cannot – A Total Solution • Strategic Partnerships • Proven Expertise • Critical Services Skills • Commitment to a Strong Channel • Strong Support to Ensure the Best Customer Experience • Market and Technology Are Driving Change • Convergence is Complex • NEC Unified Brings Value That Others Cannot – A Total Solution • Strategic Partnerships • Proven Expertise • Critical Services Skills • Commitment to a Strong Channel • Strong Support to Ensure the Best Customer Experience © 2005 NEC Unified Solutions, Inc.

  17. Thank You! © 2005 NEC Unified Solutions, Inc.

  18. Contact Center Issues John Orchanian Account Manager

  19. Today's Contact Center Environment • Customers want options • Blending inbound/outbound services • New factors effect Contact Center operation © 2005 NEC Unified Solutions, Inc.

  20. Challenges of Contact Center Managers • Doing more with fewer resources • Layers of disparate applications • Transient workforce • Ineffective cross-selling and up-selling • Inability to respond to customer needs © 2005 NEC Unified Solutions, Inc.

  21. Multimedia Contact Center • Live voice communications • Multimedia communications • Web Dialog • Email • IVR • Video • Real-Time Display • Historical Reporting © 2005 NEC Unified Solutions, Inc.

  22. Conclusion • The Contact Center makes a first impression • Successful Centers are driven by Customer needs • Next generation Contact Center achieved through Agent Productivity © 2005 NEC Unified Solutions, Inc.

  23. Superior Contact Center Solutions Chuck Cuggino

  24. Evolution – Call Center to Contact Center • “Blended” inbound/outbound calling • Multi-Media communications • Real-Time Data utilization • Consolidated Reporting • “Virtual” Centers © 2005 NEC Unified Solutions, Inc.

  25. Why NEC ? Reports Web • “Open” Systems / Open Standards • Open Development Environment • Users / Third Party feature development • Connectivity Standards • Multi-use Systems IVR Data Voice © 2005 NEC Unified Solutions, Inc.

  26. Why NEC ? Reports Web • Fusion Networking IVR Data Multiple ACD Multiple Sites Voice • IP Connectivity • “Agent Anywhere” © 2005 NEC Unified Solutions, Inc.

  27. Why NEC? • Interactive/Automated Applications • Multi-Media Communications • Monitoring (Real-Time) • PC Wallboard • Pro-Active Alarms • Supervisor/Administration (Real-Time) • Anyone/Anywhere • Drag & Drop • Agent Assignments • Reporting (Real-Time & Historical) • Cradle to Grave • Anyone/Anywhere • Unlimited Reports (Drill Down) • Database Dump (Report Generator of your choice) • Multi-Media communications • Automated Applications Example>> Example>> © 2005 NEC Unified Solutions, Inc.

  28. Real-time Monitoring <<Back Example – Monitor all activity in the contact center © 2005 NEC Unified Solutions, Inc.

  29. Cradle-to-Grave Reporting Comprehensive contact reports © 2005 NEC Unified Solutions, Inc.

  30. The Case for Network Availability“Today’s Environment” Isaac Grodzinski Allot Communications lgrodzinski@allot.com

  31. Background • Establish the case that a new level of network intelligence is needed to ensure that network resources more strategically support call center goals. © 2005 NEC Unified Solutions, Inc.

  32. Foundation • Organizations are more complex, far-reaching and diverse than ever • The business strategies that direct those organizations are more complex, far-reaching and diverse than ever • The networks that support those organizations are more complex, far-reaching and diverse than ever • Organizations are more reliant on their networks than ever and that reliance continues to increase • Despite quantum technology advances, today’s converged networks are ALL based on the notion that every packet on your network is equally important to your business © 2005 NEC Unified Solutions, Inc.

  33. Increased Business Complexity • Mergers & acquisitions • New business units • Reorganizations/restructuring • Cross-functional teams, new processes • New product lines, cost centers, profit centers • Management changes • New strategies, new goals • Global expansion • New channels, new partners © 2005 NEC Unified Solutions, Inc.

  34. The Network Environment • Network traffic volume is doubling each year • Many organizations are totally reliant on their networks • Network access is largely unregulated • Traffic is handled on a first-in-first-out basis • Buy more bandwidth, or risk impacting business productivity? © 2005 NEC Unified Solutions, Inc.

  35. Increased Network Complexity © 2005 NEC Unified Solutions, Inc.

  36. The High Cost of Poor Performance • Poor network performance = poor productivity = poor business results • Degraded network performance costs a typical business millions/year* • Application slowdowns can amount to $100/second** * Source: Infonetics Inc., “The Costs of Enterprise Downtime 2003” Study ** Source: The Standish Group, as reported by Software Magazine © 2005 NEC Unified Solutions, Inc.

  37. The Strategic Information Flow • Board/Executive Level Information Flow Strategy Flow STRATEGIC Business strategies Corporate goals Mission statement Individual goals Job descriptions • Organizational Level TACTICAL Budgets IT/Network planning documents Funding requests New application requests • IT/Network Level © 2005 NEC Unified Solutions, Inc.

  38. A New Level of Network Intelligence Strategy Flow Information Flow • Board/Executive Level • Policy-based Traffic Management • Organizational Level • IT/Network Infrastructure © 2005 NEC Unified Solutions, Inc.

  39. Corporate Priorities: Customer satisfaction 2. Increase revenues 3. Decrease expenses 4. Comply with Sarbanes-Oxley Act requirements 5. Avoid litigation 6. Minimize network downtime Network Actions: CRM is highest priority traffic SFA is next highest priority Allocate dedicated WAN bandwidth to VoIP traffic Oracle Financials gets top priority at month-end Block P2P traffic Block worms, viruses and DoS attacks The Result © 2005 NEC Unified Solutions, Inc.

  40. © 2005 NEC Unified Solutions, Inc.

  41. Call Center Traffic Management • Improve VoIP call quality (call-by-call and/or in aggregate) • Prioritize call center applications relative to other corporate applications or users • By application • By user (or user group based on range of IP addresses) • Improve customer satisfaction & call center productivity w/the highest possible network and application response time • Use NetAccountant to store (long-term) and track call center productivity & trends by user or by application © 2005 NEC Unified Solutions, Inc.

  42. Before Network Intelligence… VoIP and CRM get squeezed by lower priority traffic © 2005 NEC Unified Solutions, Inc.

  43. After Network Intelligence… Corporate & call center priorities are enforced © 2005 NEC Unified Solutions, Inc.

  44. Product Overview • Optimize WAN infrastructure • Maximize business-critical application performance • Block or control unwanted or malicious traffic • Ensure performance of delay-sensitive voice & video traffic • World-class network performance monitoring and reporting • Intuitive, award-winning user interface • Carrier-grade reliability • Remote monitoring/management • Standards-based interfaces © 2005 NEC Unified Solutions, Inc.

  45. Tying It All Together…With NEC Thank You Chuck Cuggino

  46. Tying It All Together…With NEC • What are the next challenges? • What will technology offer? • Who is best positioned to deliver the needed solutions? • How do we prepare for the many unknowns? © 2005 NEC Unified Solutions, Inc.

  47. Tying It All Together…With NEC • The User is in CONTROL! • “Open” Systems/Development Environment • Standards Compliance • Technology Diversity (voice, data, video, etc.) • Supplier Commitment to Continuity • Support • NEC: Global Presence • Technology Excellence/Evolution • Local Resources • “Open” Business Approach – Partnering with customers, developers, manufacturers………….. © 2005 NEC Unified Solutions, Inc.

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