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Collaborative Customer Relationship Management (CCRM) User Group February 3 rd

Collaborative Customer Relationship Management (CCRM) User Group February 3 rd. Agenda. Introduction CTI Basics – definition, uses, architecture CTI Example : Implementing Avaya Interaction Center Closing – Future topics. Introductions. John Rief Ambient Consulting. Mission Statement.

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Collaborative Customer Relationship Management (CCRM) User Group February 3 rd

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  1. Collaborative Customer Relationship Management (CCRM) User Group February 3rd

  2. Agenda • Introduction • CTI Basics – definition, uses, architecture • CTI Example: Implementing Avaya Interaction Center • Closing – Future topics

  3. Introductions John Rief Ambient Consulting

  4. Mission Statement “To share knowledge and discuss topics and techniques enabling us to meet customer and corporate objectives through the creation and use of contact center channel solutions”

  5. CTI Basics: Defined Computer Telephony Integration The interaction between telephone and computer systems to enable exchange of information Call Control - The ability to observe (track call activity) and control telephone calls, switching features and status, ACD’s and ACD agents, and to use switching resources that include tone generators and detectors. Telephone Control – The ability to observe (which buttons are pressed, what the display shows, whether the message indicator is flashing, etc.) and control (update the display, simulate the press of buttons, turn on lamps, etc.) physical telephone devices as computer peripherals. Media Access - Involves binding telephone calls to other media services such as voice processing, fax processing, videoconferencing, and telecommunications.

  6. CTI Basics: Infrastructure PBX Dialer Chat CTI Server IVR Web Voicemail Email Fax

  7. Screen Pop IVR Soft Phone Predictive Dialing Blended applications Unified Messaging VoIP / IP Telephony ANI/DNIS Warm Transfer Consolidated Reporting Pre/Post Call Routing CTI Basics: Features

  8. CTI Example: 6th Sense • 1999: Target’s First CTI use (Sixth Sense). • Tied to Credit applications. Shaved 5 seconds off every agent call. • Passed account number and host system type (Collections, Authorizations, etc.). • IVR ASAI transfer to agent.

  9. CTI Example: 6th Sense • 6th Sense Architecture:

  10. CTI Example: AIC • 2003 new applications to use CTI: • Marshall Field’s Electronic Store Directory • Siebel (Guest Connect) • Base Requirements of new CTI solution: • Interface easily with current call routing configuration • Work with existing Conversant v7 IVRs for GC • Provide timely screen pops • Flexible to future Contact Center requirements • Avaya Interaction Center selected from Vendor RFP

  11. CTI Example: AIC • Marshall Field’s roll-out: • Consolidated 3 remote call centers into 1 for efficiency savings. • To support plan needed a better way for operators to lookup store extensions for shoppers checking on items at local store. • New browser based electronic database developed. • AIC 6.0.2 provides DNIS of where the caller dialed from so that Electronic Store Directory will pop up.

  12. CTI Example: AIC • Call Flow Overview

  13. CTI Example: AIC • Guest Connect roll-out: • First use of Siebel CRM software. • Looking for consistent screen experience for agents. Also, ability to cross-sell eventually. • With initial roll-outs all calls fronted by Credit IVRs. • AIC provides account number + a few other field’s to the Siebel system. • Updated hardware topology and AIC version upgraded to 6.1.2 last June.

  14. CTI Example: AIC • Architecture:

  15. CTI Example: AIC • Some CTI Roll-out Considerations: • CTI software requirements matches those your company supports. • Check if any 3rd party software bundled with CTI software. • Consider also setting up Test AIC environments. • Prepare for desktop middleware roll-out.

  16. CTI Example: AIC • Guest Connect-AIC future enhancements: • GC display where caller left the IVR and if their account number was fully verified. • GC-AIC in Citrix for outsourcers. • Email queuing POC in progress. • Moving to Edify IVRs-Minor effect on AIC. • Possible upgrade to AIC 6.1.3

  17. CTI Basics: Benefits

  18. CTI Basics: Benefits

  19. CTI Basics: Considerations What experience do you want to provide to your customers? What do customers expect of your company? How does your contact center respond to customers? Will CTI be implemented over multiple sites? What CTI features are important to you and your customers? What solutions are compatible with your current or envisioned PBX, IVR, and business applications?

  20. CTI: Q&A For more information see: Avaya CTI: http://www.avaya.com/gcm/master-usa/en-us/products/offers/contactcenterexpress.htm Cisco CTI: http://www.cisco.com/en/US/netsol/ns340/ns394/ns165/ns45/ns14/networking_solutions_sub_solution_home.html Business.com Directory: http://www.business.com/directory/telecommunications/call_centers/computer_telephony_integration_cti/

  21. Future Meetings • Collaborative: other presenters • Topics • Effective voice applications: designing dialogs, grammar tuning • Usability testing • Security • New Users

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