Introduction

Introduction • GoPro ContactCenter – developed by ITSS technologies in Iceland. • ITSS technologies – part of GoPro Group with main focus on telephony software and other communication software. • GoPro ContactCenter– certified member of the GoPro suite. • GoPro ContactCenter 2.1. – latest release in June 2001. Major release sceduled every other year. • GoPro ContactCenter– fairly new software but designed and programmed by highly respected specialists within the Domino world who have won numerous achievements for their work. • Ásbjörn Jónsson • Managing Director • ITSS technologies

Agenda • GoPro ContactCenter– what makes it so special? • GoPro ContactCenter– value for the user. • Typical call center problems. • GoPro Contact Center, GoPro Case, • IBM Content Manager – the brilliant CRM solution!!! • Reference: Iceland Telecom • the largest call center in Iceland. • Other references. • Q & A??? • Ásbjörn Jónsson • Managing Director • ITSS technologies

GoPro Contact Center What makes it so special??

What makes it so special? • GoPro Contact Center is an extension of the case- and document management system, GoPro Case. • Same rules regarding workflow • All interactions easy • Similar interfaces (very user friendly) • GoPro Contact Center is not a stand-alone CRM system. • Connects with other systems • Easier for the user • Less expensive • Less educational cost • Easy to customise to fit different working fields • Ásbjörn Jónsson • Managing Director • ITSS technologies

Value for the user • The call center agent: • Handling phone calls, faxes, e-mails, voice mails etc. all in the same manner (unified messaging) • Logging all contacts automatically • Viewing all previous contacts for the “online” customer • Viewing all cases for the “online” customer • GoPro Contact Center • GoPro Case • Looking for previous contacts by using various parameters • Viewing the load of incoming calls to the call center and how many calls are being answered vs. Incoming • Standard responces for answering e-mails and faxes • Reminders; easy to use and very effective • Ásbjörn Jónsson • Managing Director • ITSS technologies

Value for the user • The call center agent: • Interaction with the case management system with guided workflows • Access to all data in IBM Content Manager (text, pictures, video files....). • Access to all other Notes databases through GoPro Contact Center, e.g.; (see next slide). • Personal mail box and Calendar. • GoPro Case (case and document management system). • Integration with other systems and GoPro Contact Center workflow guides the agent to the right place in any system. • Ásbjörn Jónsson • Managing Director • ITSS technologies

Value for the user Ásbjörn Jónsson Managing Director ITSS technologies

Value for the user • Everybody benefits! • Standard answeres: • More professional answeres • Time saving => increased workrate • User interface and workflow: • Very userfriendly => Less educational cost! • Guides the user to the right place in other systems => • Even less educational cost!! • Standard workflow reduces the risk of mistakes • Standard workflow and guidelines reduces each • “online” time => increased workrate • Ásbjörn Jónsson • Managing Director • ITSS technologies

Value for the user • Everybody benefits! • GoPro Contact Center and Case integration: • Easy to “cross”create, view and save documents (figure) • Integration of workflow between GoPro Contact Center and GoPro Case not a problem • Not stand alone CRM systems: • GoPro Case; case and document management system • GoPro Contact Center; Call Center system • More focused solutions for the customer • Lower prices • Ásbjörn Jónsson • Managing Director • ITSS technologies

“Cross”creating, saving and viewing Ásbjörn Jónsson Managing Director ITSS technologies

Typical Call Center problems • The cause and the effects • High turnover rate (cause) • High educational cost (effect) • Non educated staff(effect) • How can we solve this? • Standard and easy workflow • Precise user guidelines • Better interaction with other systems • User friendly interface • Ásbjörn Jónsson • Managing Director • ITSS technologies

GoPro Contact Center, GoPro Caseand IBM Content Manager Ásbjörn Jónsson Managing Director ITSS technologies

Reference • The largest Call Center in Iceland; Iceland Telecom • 50 agents answering phone calls, e-mails, faxes... by using GoPro Contact Center • To maximize the effectiveness of GoPro Contact Center, Iceland telecom uses skill based routing and load balancing. This is recommended in CC which are larger than 10 agents. • Ásbjörn Jónsson • Managing Director • ITSS technologies

Reference – Iceland Telecom • Profits: • “No matter if it´s phone, fax or e-mail, everything that has being done is logged and saved under the corresponding customer” – very helpul in analyzing and reporting • January 2000 – 35 agents were answering 65.000 calls/month (not using GoPro Contact Center). Incoming calls were 100.000 /month • April 2001 – 50 agents were answering 100.000 calls and 20.000 e-mails and faxes (using GoPro Contact Center). • Incoming calls were 110.000 /month • 70% of e-mails are answered with standard responses => professional answeres and much less time • Less educational cost on all other systems because of direct links to forms through GoPro Contact Center • Ásbjörn Jónsson • Managing Director • ITSS technologies

Other references • ESSO • Reykjavik city Engineer • Samvinn Travel • GoPro Landsteinar Group • Ásbjörn Jónsson • Managing Director • ITSS technologies

Any questions? • Thank you for your attention • Ásbjörn Jónsson • Managing Director • ITSS technologies

Introduction

Introduction

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Introduction to introduction to introduction to … Optimization

INTRODUCTION/ INTRODUCTION

Introduction

INTRODUCTION

Introduction

Introduction