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The Future of the Contact Center

The Future of the Contact Center. Rich Tehrani President TMC www.tmcnet.com. TMC. 33 Year Old Publishing And Trade Show Company First Magazine in Contact Center and VoIP Space TMCnet: Top 3,500 Sites in World. Here Is The Future. VoIP SIP Speech. Your Future is VoIP. What is it?

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The Future of the Contact Center

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  1. The Future of the Contact Center • Rich Tehrani • President • TMC • www.tmcnet.com

  2. TMC • 33 Year Old Publishing And Trade Show Company • First Magazine in Contact Center and VoIP Space • TMCnet: Top 3,500 Sites in World

  3. Here Is The Future • VoIP • SIP • Speech

  4. Your Future is VoIP • What is it? • Regular Voice • Voice over IP Voice Voice Voice Voice Voice

  5. VoIP Benefits: • Cost • Remote Agents • Distributed Contact Centers • Offshoring – Indirect Cost Savings • Single Wire – Easier Management • Knowledge Workers

  6. Other Benefits: • Wireless Management • Presence -- SIP • Less Equipment • Browser-Based Phones • Better Equipment – More Competition • Push-To Talk

  7. IP Changes Everything • Chat • E-mail • Voice • Video

  8. How Does Business Benefit? • Seamless Connectivity • Virtual Enterprise • Easy Video • New Services • More Flexibility • Wireless Benefits – Soft Client or Phone • Inexpensive Conferencing

  9. More Business Benefits:Hosting Becomes Easy • VoIP Allows Agents and Host to be Anywhere – Saves $ • Allows Distributed Contact Center and Flexible Business Growth • Reduces Capital Expenditures

  10. New Business Ideas • Video Kiosks • Call-Me Buttons • Better Sound Through Headsets • CD Quality Conversations

  11. Heed Warning Signs

  12. Heed Warning Signs Security Bandwidth Issues Find Solid Vendors QoS

  13. Spam Over Internet Telephony • S • P • I • T

  14. More Security Issues • Denial Of Service • Firewall Issues • Customer Data Issues – Be Careful

  15. SIP • Device Interoperability • System Interoperability • Seamless Presence

  16. SIP Trunks • The Future Of Contact Centers • HMP Connections

  17. Speech • 20%+ Can Be Automated • Quality Assessment • Performance Optimization • Rapid Escalation

  18. Home Agents • Amazing Potential • Can Also Be Off Shored

  19. Ideas • E-Mail • Integrate Media – Chat, E-Mail, etc. • Don’t Bounce Customers • Don’t Over-Rely On Technology

  20. Future • Customers Will Become More Empowered • Will See Wait Times Online • Will Have Instant Chat Capability • Will Schedule Call Backs Online • You Want To Be Ahead Of This Curve • Happier Customers

  21. The End • Thank You For Attending And Listening And • Thank You Interactive Intelligence/Vonexus For Inviting Me! • WWW.TMCNET.COM • Blog: tehrani.com • Rich Tehrani • President • TMC • rich@tmcnet.com

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