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numero overview

numero overview. 11 th October 2010. numero overview. Who are numero? . Our Vision. About numero. Overview. Structure. 52 staff HQ in Manchester, UK. Successful private company Substantial track record of innovation in multiple IT sectors 30+ blue chip customers

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numero overview

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  1. numero overview 11th October 2010

  2. numero overview Who are numero?

  3. Our Vision

  4. About numero Overview Structure 52 staff HQ in Manchester, UK • Successful private company • Substantial track record of innovation in multiple IT sectors • 30+ blue chip customers • Clients represent leaders in their field • Mature & significant Partner support >30 blue chip clients 10th year 80% of employees in software & services roles Heavy ongoing investment in R&D ► ◄

  5. Our Market Space Record centric numero interactive Interaction centric Process centric

  6. Platform innovation First solution deployment Introduce multi-brand capability SMS functionality 05 01 10 Business formed Automated ERMS for transactional emails • Websphere integration • Platform redevelopment project – V4 i-Series V4.1 Websuite Chat • Concept origination • Acquire NLP platform • Enhance scalability & resilience • Integrated telephony & correspondence functionality First new deployment

  7. Where we fit Dynamic FAQ Contact Us Contact deflection Secure Messaging Click to Chat Call back Social media CTI Single Desktop Dynamic Data Forms Scripting Call Backs Dynamic SMS Email Secure Messaging Unify field service to contact centre Social media All channels Unified Desktop Single CMS CRM Customer – CASE record Single view of customer

  8. Our increasing marketplace New emerging markets: Publishing/subscription Financial Logistics Utilities HR Telecom Public Partners Growth Growth Creating new opportunities Financial Services Retail Growth Traditional & proven Home Shopping Business Process Outsourcing Traditional & proven Traditional & proven ◄ ►

  9. numero overview numero interactive

  10. The challenge Call Centre Capture Interpret Allocate Prepare Interact Online Admin Centre Data Centre Branches Off shore The customer interaction journey is complex ◄ ►

  11. numero overview Examples of the challenge

  12. Barry

  13. Gary

  14. Jenny

  15. Our solution Capture Interaction mgmnt Enrich Process Route Assist Respond The customer interaction journey is simplified Workflow automation provides business case & ROI ◄ ►

  16. numero interactive Overview Workflow InboundGateway Enrichment OutboundGateway Letters Email Forms Call logs SMS etc… Workflow A Billing Workflow B CTI Telephony Self-Serve Web Suite Fulfilment Resource Manager CRM • Agent Availability • Agent Skills • Queue Size & SLAs Content Management System Universal Queue Legacy Work Back-Office Systems Control Status Unified Agent Desktop Supervisor Console Customer & Case Management Reporting • Contact • Case • Customer CRM Data Information

  17. numero interactive - Principal functions • task acquisition and classification • defined process flows • work allocation and skill based routing • unified agent desktop • task automation response management work task organisation & optimisation • content management repository • assisted response construction • multi-channel output reporting & MI • real time workforce monitoring • historical reporting • adherence monitoring • access rights management • automatic audit trails • rule based data encryption and obfuscation • document retention and archiving auditing & compliance customer, case &contact management • customer recognition and creation • case management • quality management rules • single view of contacts (in & out)

  18. numero overview numero interactive at work

  19. numero interactive – scenario #1 • How can nihelp an agent improves upsell/cross sell? • Websuite - Dynamic FAQ’s • Click to Chat

  20. Scenario 1Cross Sell/Upsell

  21. numero interactive – scenario #2 • How can nihelp reduce the resource cost of handling a customer interaction? • Automated workflows • System generated and received SMS

  22. Scenario 2SMS/Automated workflow

  23. numero interactive – scenario #3 • How can nihelp improve the agent efficiency in managing returns/complaints • Dynamic Data Forms - Agent Scripting • Email generation • Dynamic FAQ’s for deflection • Call Backs

  24. Scenario 3DDF’s/Agent scripting & Callbacks

  25. numero overview Summary

  26. The Keywords... Multi-channel interaction hub Single agent desktop CASE Voice, web chat, FAQ etc. Workflow Automation CRM - inbuilt or legacy Resource rationalisation CTI Dynamic Data Forms / Agent Scripting ◄ ►

  27. ATOS Origin update 6th October 2010

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